Had been working pretty well but suddenly crashed on a render

I’ve been upscaling some HD videos to UHD videos. The files I’m starting with are clips from longer files and it has been working pretty well. But one file I’ve had to try multiple times because it kept doing screwy things - in one case it generated the file but it was the full UHD width, but about 1/3 of the height it should have been with pillar boxing. I found some settings that seemed to work with a portion of the file and started it. Since it was going to take over 40 minutes and I’ve got people coming tomorrow to see this stuff, I went and worked on some other stuff (cleaning :-\ ) When I came back it had crashed and generated an error file and ask me to report it. Which I’m doing.

logsForSupport.zip (1.3 MB)

Mac M3 mini.spx (7.8 MB)

I am seeing a permissions error code in these logs. Please make sure that the export path you are writing out to is readable and writable by Topaz Video AI and that the path exists.

If this does not work, please proceed to a clean install which should reset the app’s permissions.

  1. Uninstall Topaz Video AI by dragging and dropping the app into the trash bin

  2. Delete the plist files & empty the trash bin

How To Delete Your Plist Files. Here is a screen recording on this step, just in case you need it.

  1. Reboot your Mac

  2. Reinstall

If that doesn’t work and the issue persists, could you reach out to our support team via email at help@topazlabs.com with your updated logs?