Frequent Crash to Desktop When manually adjusting photos Photo AI 1.3.6

[donna.fernstrom]

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

Steps to reproduce issue:

1. Step 1 - Open file in Photo AI, and magnify to show small area.
2. Step 2 - Select Remove Noise, and expand to show options. Choose Normal V2 Beta.
3. Step 3 - Adjust Strength and Detail Sliders, first in one direction, then the other - check various other options.
4. Step 4 - Select Upscale 2X.
5. Step 5 - Return to Remove Noise, and adjust sliders - crash often, but not always, occurs at this point.

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Topaz Photo AI [v1.3.6] on [Windows]

Operating System: Windows 11 Pro 64-bit (10.0, Build 22621) (22621.ni_release.220506-1250)
Language: English (Regional Setting: English)
System Model: X570 Phantom Gaming 4 WiFi ax
BIOS: P4.30 (type: UEFI)
Processor: AMD Ryzen 9 5900X 12-Core Processor (24 CPUs), ~3.7GHz
Memory: 32768MB RAM
Available OS Memory: 32694MB RAM
Page File: 9319MB used, 25423MB available
Windows Dir: C:\Windows
DirectX Version: DirectX 12
DirectX Database Version: 1.4.6

[preston.werner]

Hi there! Please be sure to include your computer’s system profile and your logs from Topaz Photo AI so we can troubleshoot. You can gather your log files from the app by first recreating this behavior within the app, and then going to Help > Open Log Folder. Upload all of these log files to this thread and we can review them.

How to Obtain Your System Profile (Windows)

How To Obtain Your System Profile (Mac)

[donna.fernstrom]

I’ll be happy to - how can I send them to you? I’m not sure I want to post them publicly. Also, going to ‘Help’ where? In the app, after re-opening it?

[preston.werner]

You can upload your files to this dropbox link below if you’d prefer to share them privately;

https://www.dropbox.com/request/PYYCbtPC5J0J5g2xEBg0

And yes, the Help menu will be within Topaz Photo AI once you re-open it

[donna.fernstrom]

Done.

[Lingyu]

Thanks for sending the files Donna. I reviewed and it looks like a crash with the GPU processing.

Can you update to v1.3.7 and let me know if you are still getting this crash? We may have fixed it in the latest version.

We are updating Topaz Photo AI Thursday afternoon US time every week so please continue to keep your application up to date as we continue adding features and fixes to bugs.

You can update by opening Topaz Photo AI and clicking the Update Available button on the top right or downloading a new installer from the downloads page:
https://topazlabs.com/downloads/