Error: Connection handling canceled TOPAZ Video AI 6

Topaz Video AI Bugs and Issues
1

Hi,
I would please be grateful for your help.

Video AI 6 shuts down when trying to import a video (the video shows briefly for 1 second before it stops and exits suddenly). I have tried to import models first, but it says “Error: Connection handling canceled”, and then stops and closes down. The intro page is stable but on attempting to use Video AI, it then shuts down. I have not had any previous issues using the current hardware.

I have a 9950X3D, RTX 5090, RAM - 6000MHZ 96gb (2x 48gb), Windows 11. Drivers up to date etc.

Internet is working and stable.

I am unable to provide screen shot as it closes down as soon as I upload a video/try to pre-load models.

Many thanks for your help.

Karl

2

In order to troubleshoot this, I will need your logs and your full system profile.

How To Obtain Your System Profile (Windows)

To gather logs, please select Help > Logging > Get Logs for Support and attach the zip file to your reply.

Here is a video to help with the steps of how to collect the logs.

If you want to send them directly to the support team you can do so by emailing them to support@topazlabs.com.

This is usually the fastest way to get the logs to us for review.

3

Many thanks Kyle,

I hope you are well?

MANY apologies for the delay in sending, I have been busy and unbale to send.

I have enclosed the log zip file.

I have managed to download the models using the CPU (rather than the GPU) as the processor.

The PC comprises:
9950x3d
RTX 5090
96GB 6000MT/S DDR5 RAM (2 x 48GB)
Windows 11 (up to date)

Thanks for your help.

All the best.

Karl

(attachments)

logsForSupport.zip (7.3 MB)