Error Opening Installation Log File

[Please describe your issue here. Try to include logs (Help → Logging) and add screenshots if necessary.]

Steps to reproduce issue:

  1. Trying to update version 1.3.4 on Windows by clicking on the “update” notification in the app.
  2. It begins downloading, but quickly gives me the error message as stated in the title of this thread
  3. Program closes.

2023-05-04-16-42-30.tzlog (73.6 KB)
Topaz Photo AI Installer Log.txt (3.5 MB)

edit - includes now most recent tzlog file

Topaz Photo AI [v1.x.x] on [Windows/Mac]
2023-05-29-10-06-32.tzlog (12.7 KB)

@joel.bedford Thanks for uploading the log files.

Please disable antivirus, firewall, VPN, or proxy that may be on your computer. These are known to block the installer from downloading the model files.

Then, run the installer again. You can download a new installer from the downloads page directly.

Thanks for the suggestion. I disabled antivirus temporarily but it didn’t fix my problem. I don’t have a VPN or Proxy either…

@joel.bedford The installer logs is saying that the installation was successful.

It’s possible the user profile does not have permissions to open the installer log file.

Opening Topaz Photo AI, go to the menu bar on the top and click the Help > Open Log Folder menu option. Delete the Installer Log file in there and run the installer again.

Let me know if that works.

Hi Tim,

I deleted the log files and tried again, but to no avail. I’ve included the current log file with this email.

2023-06-06-21-14-8.tzlog (10.8 KB)

Thanks for uploading that.

Can you try using this link which will download v1.3.8 directly instead of a generic installer?

It should be a .msi file instead of an .msp file which is what I see in the logs.

Can you link me to 1.3.9? Everytime I open Topaz Photo there seems to be another update.

Of course, I’m still having issues updating directly from the application…

2023-06-17-15-15-24.tzlog (9.5 KB)

Hi @joel.bedford, you can download 1.3.9 from this link here;

Tim will take a look at your logs soon!

Thanks for sending the new logs. We have new releases every Thursday.

At this point, it might make more sense to just do a completely fresh installation and clear the registry. We usually reserve this as a last resort since it’s quite drastic. Make sure you only delete the Photo AI related files.

I’m hoping this will give you a clean slate to install Photo AI. Remember to disable the browser security applications when you do this. Let me know if that works.

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