Hey, i cant export my video. It says error, thats very disappointing for the amount of money ive paid for this software… please help.
logsForSupport.zip (145.0 KB)
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I just updated to Topaz Video AI 7.1.1 and received an error that the AI model failed when I first attempted to export a video with enhancements, which may be the same issue as the original poster is reporting. I will add my information to this thread in case it helps.
Video: 1080p, 5.1 surround audio.
System: AMD Ryzen 9 5900XT, RTX 4070, 48GB DDR4 RAM, Windows 11
Model: Nyx
Enhancements: Recover Detail: 98, Reduce Noise: 4, Reduce Grain: 3, Fix Compression: 6, Sharpen: 4, Dehalo: 1.
Logs: https://drive.google.com/file/d/1kBL-bXZqr-XriRQoaxppskWG6jlpua2P/view?usp=sharing
According to the logs it looks like you are not logged in and are experiencing a known issue with the Video AI app when in trial mode. If you are using the app in a trial mode I would recommend rolling back to version 7.0.2 for continued testing.
If you do have a current license that is valid for version 7.1.0. try logging out and back in to the app to authenticate it again to unlock it. If you continue to have issues, please email the support team directly at help@topazlabs.com with the updated logs.
Your logs are pointing to another issue where the models are not downloading and staying in version 7.1.1 and the recommendation is to roll back while the team reviews this new issue.
Also it looks like your system is not using the RTX 4070 GPU card for processing and instead is reverting to a lower VRAM card which is causing an error. Change that in the Preferences Panel and that will help a few of the errors you are seeing as well.
That’s an interesting note in the logs regarding my RTX-4070. My system monitoring shows my 4070 is being used at 100% capacity (it’s not hooked up to a monitor, BTW). Also, in the preferences, I have the 4070 selected. I’m quite perplexed by what the logs are showing.
I uninstalled 7.1.1 and reinstalled 7.1 and everything is running smoothly again.
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