There is a link on the menu that says “Support” and mentions is literally “https(colon):(whack-whack)docs(dot)topazlabs(dot)com/#contact-us” and it appears you don’t actually have such a method available. I see many complaints buried in the community questions about this, but not a lot of resolution to that particular issue.
I most have licensed most every product, and I see plenty of notices to upgrade from automated marketing, but not a human interaction in sight. This does not bode well. I am concerned, and I don’t think I can go much further at this point.
Topaz has an excellent support team of hard working and dedicated people, who go out of their way to help Topaz customers around the world even, the rude and abusive ones
They normally respond to emails within 24 hours Monday to Friday depending on the number of requests, timezones or for instance, if it’s a busy time of year like Black Friday
In addition to that, another reason for the delay is you posted this on the weekend
Also, have you considered the possibility your Antivirus Software could be blocking the connection Firewall, VPN and so on…
In fact, the last time I contacted Support Ange from Topaz responded within the hour if not minutes
There are a number of ways to contact Topaz Support, here are two simply, Click on the Bubble that pops up ((the support Bubble only appears during working hours)) or goto the bottom of any Topaz web page including this one and click on Support
Perhaps you could be a bit more understanding with little less attitude and a bit more appreciative
If you click on Support and you don’t see the pop up that is in the screenshot Alan posted, you may have a add blocker or such, you can make sure to allow topaz through that blocker.
That pop up window will appear automatically once on the support page.
Thanks And-e - we even changed our mentioned answer time from 24h to within 4 business hours (outside of Black Fridays or important sales of course) and often are even faster! When we have higher then usual answer time we also make sure to update the auto-responder to reflect this!
Thank you, Ange. It’s definitely u-block on Firefox. I am slowly migrating to the Brave browser because Chrome became to bloated, then Firefox became too bloated. Now Brave seems to be all the rave.
Thank you for your response. I was frustrated this weekend because it seems a lot of people were asking the same thing and I could not find a response. There was actually something in the documentation about an email address or something and when I went to that page it was gone. I think my licenses are from 2023 and I’ve not upgraded because my use doesn’t really seem to warrant the price for a full upgrade just yet. If I get another client or two needing some upgrade work to existing video I will definitely upgrade. I use the software about once per week for photos and occasional videos to upscale to HD, but it’s not a lot.
I do have one question that I sure would like to find an answer to. How can I avoid having to continuously have it require me to activate my license online? I use the software about once a week and only on one computer. I don’t have to do that with any of the other software I’ve purchased and pay for. What happens if I’m offline and can’t reach you? How can I setup my laptop to work remotely without being connected to the internet. Is there a value I can flush that I can specify in some configuration or something that forces a new activation that gives me a solid period I can rely on while I’m out?
This is a real scenario in the summer because I will be working from a house in the middle of “Nowhere” Montana in the US without any connectivity. Because I take my work with me when I am out of town longer than a few days, I need the ability to be disconnected for some clients and I never know what they will ask me for. I can do it with all my Adobe products and a few others, but I’m worried I’ll get locked out without being able to activate or download models. And models are the other thing I am concerned about.
Is there a way to do this? I would really appreciate any help you can offer.
You shouldnt have to log in for 6 months, and if you do, it means there is a cleaner program on your computer deleting the authentication file. You can also test Log out right before you know you will be offline, and log back in, to reset the 6 months, however, until the program deleting the file on your computer is found, there is no guarantee it won’t delete the file while you are offline as well. For models, they should all download on install, if not, you have a blocker, firewall, anti-virus of router blocking them. Once all installed, no new models are needed in download and you can work offline.
That is strange. I don’t have any 3rd party cleaning software or anything that could delete the file. I try not to run anything extra on my PC. I don’t install those programs.
Is the auth file stored in the regular windows temporary files directory? Maybe a Windows update deleted it or something? There was a larger than usual upgrade that came and I waited until Feb 8 to install it. But I have had it do that before.
might be a windows update yes. The authentication file is in the registry, yes. If you do not have any cleaner, then test the log out/log in right before you go offline.
If you get prompted to login, there is a cleaner somewhere, wiping the authentication file.
Photo AI now has a in-app help button, to create a ticket from Photo AI directly. in the top right GET HELP button in-app > then Get support. Just released recently, it will also come in the 2 other apps.
- we even changed our mentioned answer time from 24h to within 4 business hours (outside of Black Fridays or important sales of course) and often are even faster! When we have higher then usual answer time we also make sure to update the auto-responder to reflect this!
