Have to log in each time i start the app

Topaz Video General
1

as the title says: each time i open the topaz video app i have to log in again. this is getting on my nerves. can this please be fixed? (windows 11)

2

Navigate to the models folder and clear the current auth token file, as it sounds like it might be expired and the app is reverting to it instead of making a new one on the login attempt.

C:\ProgramData\Topaz Labs LLC\Topaz Video\models\

* edit - the file name to look for is auth.tpz

If that doesnt work, grab the logs and send to the support team at help@topazlabs.com

3

Thanks, this seems to work :slight_smile:

4

@kyle.topazlabs The same error started for me this morning, deleting the auth-token didn’t help. Logs attached.

It may be related to my subscription renewal yesterday.

logsForSupport.zip (24.1 KB)

5

This happens to me occasionally, too, and has recurred since I replaced a failed CPU. During the downtime, I was using my Topaz Video on an alternate machine. Since switching back, I’ve had to sign-in on every startup. I can deal with the minor aggravation as long as it works every time. But if it fails at a critical time, I don’t have time to post and wait for an answer.

One thing missing in Kyle’s response is what file to look for. In that folder, there are a slew of files with “auth.tpz” prefixes. I’m guessing that the latest one may be the “current auth token file”?

Is there any relevance to the others in the list, or are they something different?

6

Thanks for catching that and mentioning that I forgot that file name.

I updated the note I left.

7

Thanks for the log. It looks like yours is removing and replacing the auth token correctly. This might be an issue that the team is working on right now with the server side of verification that gets a bit wonky on the date of the renewal due to time zone differences.

If you still have an issue and are being prompted to log in, send me an email at help@topazlabs.com and we can look into this deeper with your account.