I just upgraded tp 3.1.0 and my computer has slowed down and the program does not work

[john.chalmers]

PC has slowed down, program opens with a blank white screen then if I click on it the front page loads but nothing happens unless I minimize then maximize again, but still nothing works

Steps to reproduce issue:

1. Step 1
2. Step 2
3. Step 3

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Topaz Photo AI [v1.x.x] on [Windows/Mac]

[john.topazlabs (John S)]

Please send me your system profile information so I can check if your computer hardware is up to date.

• How To Obtain Your System Profile (Windows)

You can securely submit your files(s) to my Dropbox using the link below.

• Dropbox File Request

Please be sure to send me a note here to let me know you sent something.

[alok909]

Same thing happened to me as well, I uninstalled and installed twice but everytime it opens with blank white screen and then just freeze there.

[sabine.droge]

I have the same problem since the update yesterday

[john.topazlabs (John S)]

Would you mind following the directions in the above thread to send in your system profile information?

You can also send in your log files so we get a better understanding as to how the application is operating. Open Topaz Photo AI and go to Help > Open Log Folder, then send me all of the files within that folder. You should be able to attach them directly as a response to this thread.

If you prefer you can submit your files to my Dropbox using the link in the above comments.

Please be sure to send me a note to let me know you sent something

[dale.ward]

I’m seeing what sound like similar issues - previously working installation, upgraded to 3.1.0. Now get white box (app’s main window), but crashes after a second or two. I’ve got nothing in the %localappdata%\Topaz Labs LLC\Topaz Photo AI folder contains a cache folder, but no log files.

I’ve just sent you a DxDiag.txt via the dropbox link above.

I am running a strange (and perhaps unsupported?) configuration, though. I’m running a win10 virtual machine under linux mint. It has run previous versions well (most recently 3.0.4). Have the ‘white box & crash’ error with v3.1 consistently, though Have uninstalled, reinstalled, manually cleaned out registry and temporary files, etc.

End of the DxDiag.txt file has messages that say things like:

+++ WER6 +++:
Fault bucket 1279472792873386805, type 4
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: Topaz Photo AI.exe
P2: 3.1.0.0
P3: 66902419
P4: Qt6OpenGL.dll
P5: 6.6.1.0
P6: 6556fbd9
P7: c0000005
P8: 0000000000023b24
P9:
P10:

Hope the above helps - I’m really looking forward to running v3.1

• Dale

[john.topazlabs (John S)]

I’m not familiar with the VirtualBox Graphics Adapter that you have listed for your GPU.

Could you try following the directions below to see if this helps resolve the issue you are reporting:

How to Clear Your Topaz Labs Registry Entries (Windows)

[dale.ward]

Thanks John. I’ll try the registry edit again.
I heard back on the help ticket I submitted for this issue - since I’m running a VM, it’s not a supported configuration.

So - thanks for your help. I’ll stick w the old version of topaz, I guess.

Note - I had jumped into john.chalmers thread because I thought the issue sounded the same. Sorry to have confused things, John

[CaptainPossible]

Hi Dale,

I have the same setup as you (Linux Mint running Win 10 in VirtualBox). This had been working well until I was tempted to upgrade to version 3.x. After upgrading, I now also just a get white screen for a second and then Topaz Photo AI crashes without further notice. Reinstalling doesn’t fix anything.

Did you manage to find a solution (maybe there is some setting for the VM that can be changed)? And if not, which version did you revert to - and how did you find a download link for that specific version? I can only see the latest version when I log in to my Topaz account.

Hopefully I didn’t just brick my Photo AI installation by “upgrading” it

Thanks.

[dale.ward]

Hi CaptainPossible - Hmm used to be able to get to the link via the downloads page here: Topaz Labs | Downloads and choosing ‘other version’. That no longer takes me directly to a download, but does go to the ‘releases’ forum. The first post in each version announcement has a link to a download for that version.

The most recent working version for me was 3.0.4.

Here’s the announcement, which has a download link: Topaz Photo AI v3.0.4 …and here is the download link from the announcement:
https://downloads.topazlabs.com/deploy/TopazPhotoAI/3.0.4/TopazPhotoAI-3.0.4.msi

No, I was not able to get 3.1.x working on the VM. Bummer! I liked the way topaz was heading…but oh well.

re: Bricking install - No, the uninstall of 3.1.x and downgrade to 3.0.4 went smoothly. I uninstalled the ‘bad’ 3.1.x install, cleaned its entries out of the windows registry. There were no 3.1.x temp files that I could see. Then I installed the 3.0.4 msi. Worked great.

I’ve now got a 3.1.x ‘busted’ VM instance that I keep around, just in case Topaz accidentally fixes the issue.

Good Luck, CaptainPossible

[CaptainPossible]

Thanks for your help! Indeed, version 3.0.4 seems to work for me on the VM too, so I guess I will stick with that version for now, until Topaz hopefully releases an updated version that works with VirtualBox too.

Meanwhile, I also found the download links to earlier versions available here: Releases - Topaz Community