I just downloaded topaz video ai to do a trial of upscaling 4k footage to 8k… and it won’t run… I get an error during preview… no explanation as to what error or why. I have a macbook with 2.9 ghz 6-c0re intel i9, radeon pro vega 20 4gb, 32gb ram, and sonoma 14.1.1
Same issue. I bought the software and can get previews, but every time I try to export, I get an error that directs me to ‘support logs.’ This turns out to be a zip file with seven or eight logs contained in it. When opened, they are all coded gibberish to me. Like this, if anyone can make heads or tails of it - it is only about 1/10 of the first page:
2023-11-20 12-43-45.770 Thread: 14036 Info Setup logging for Topaz Video AI 4.0.4
2023-11-20 12-43-45.770 Thread: 14036 Info ******************** START USER SETTINGS ********************
2023-11-20 12-43-45.770 Thread: 14036 Info “.” : “”
2023-11-20 12-43-45.770 Thread: 14036 Info “InstallDir” : “H:\Program Files\Topaz Labs LLC\Topaz Video AI\”
2023-11-20 12-43-45.770 Thread: 14036 Info “ModelDir” : “H:\ProgramData\Topaz Labs LLC\Topaz Video AI\models\”
2023-11-20 12-43-45.770 Thread: 14036 Info “OriginalDB” : “H:\Downloads\Topaz Labs\TopazVideoAI-4.0.4.msi”
2023-11-20 12-43-45.770 Thread: 14036 Info “fileLoggingEnabled” : “true”
2023-11-20 12-43-45.770 Thread: 14036 Info “loggingFolderPath” : “C:\Users\User\AppData\Roaming\Topaz Labs LLC\Topaz Video AI\logs\”
2023-11-20 12-43-45.770 Thread: 14036 Info “veaiDataFolder” : “H:\ProgramData\Topaz Labs LLC\Topaz Video AI\models\”
2023-11-20 12-43-45.770 Thread: 14036 Info ********************* END USER SETTINGS *********************
2023-11-20 12-43-45.770 Thread: 14036 Info QList(“H:/Program Files/Topaz Labs LLC/Topaz Video AI”, “qrc:/qt-project.org/imports”, “H:/Program Files/Topaz Labs LLC/Topaz Video AI/qml”)
2023-11-20 12-43-45.770 Thread: 14036 Info TCrashReporter::start:: starting TCrashReporter for app version “4.0.4”
2023-11-20 12-43-45.770 Thread: 14036 Info TCrashReporter::start:: created crashdata dir at “C:/Users/User/AppData/Local/Temp/Topaz Labs LLC/Topaz Video AI/Crashes/db”
2023-11-20 12-43-45.770 Thread: 14036 Info TCrashReporter::start:: handlerPath: “H:/Program Files/Topaz Labs LLC/Topaz Video AI/crashpad_handler.exe”
2023-11-20 12-43-45.770 Thread: 14036 Info Crash reports will be uploaded
2023-11-20 12-43-45.770 Thread: 14036 Info TCrashReporter::reportCrashToAmplitudeIfHadOneLastRun:: Checking if we had a crash last run…
2023-11-20 12-43-45.770 Thread: 14036 Info TCrashReporter::reportCrashToAmplitudeIfHadOneLastRun:: Crash not reported last run.
2023-11-20 12-43-45.770 Thread: 14036 Info “TCrashReporter::cleanCrashesDirToMaxNumCrashDumps:: Checking if we should clean crashes dir to only have 20 dump files.”
2023-11-20 12-43-45.770 Thread: 14036 Info “TCrashReporter::cleanCrashesDirToMaxNumCrashDumps:: Num crash dumps is only 0. No need to clean.”
2023-11-20 12-43-45.770 Thread: 14036 Info Crashpad Machine Id: 9e180c21-8e5c-49f0-a719-e85123102036
2023-11-20 12-43-45.811 Thread: 14036 Info TCrashReporter::start:: start successful
2023-11-20 12-43-45.811 Thread: 14036 Info Registered restart handler
2023-11-20 12-43-46.069 Thread: 7676 Warning Binding on contentItem is not deferred as requested by the DeferredPropertyNames class info because one or more of its sub-objects contain an id.
2023-11-20 12-43-46.132 Thread: 7676 Warning Binding on background is not deferred as requested by the DeferredPropertyNames class info because one or more of its sub-objects contain an id.
2023-11-20 12-43-46.163 Thread: 7676 Warning Binding on contentItem is not deferred as requested by the DeferredPropertyNames class info because one or more of its sub-objects contain an id.
2023-11-20 12-43-46.163 Thread: 7676 Warning Binding on contentItem is not deferred as requested by the DeferredPropertyNames class info because one or more of its sub-objects contain an id.
2023-11-20 12-43-46.179 Thread: 7676 Warning Binding on background is not deferred as requested by the DeferredPropertyNames class info because one or more of its sub-objects contain an id.
2023-11-20 12-43-46.179 Thread: 7676 Warning Binding on contentItem is not deferred as requested by the DeferredPropertyNames class info because one or more of its sub-objects contain an id.
2023-11-20 12-43-46.194 Thread: 7676 Warning Binding on contentItem is not deferred as requested by the DeferredPropertyNames class info because one or more of its sub-objects contain an id.
2023-11-20 12-43-46.210 Thread: 7676 Warning Binding on contentItem is not deferred as requested by the DeferredPropertyNames class info because one or more of its sub-objects contain an id.
2023-11-20 12-43-46.212 Thread: 7676 Warning Binding on contentItem is not deferred as requested by the DeferredPropertyNames class info because one or more of its sub-objects contain an id.
2023-11-20 12-43-46.226 Thread: 7676 Warning Binding on contentItem is not deferred as requested by the DeferredPropertyNames class info because one or more of its sub-objects contain an id.
2023-11-20 12-43-46.273 Thread: 7676 Warning Binding on contentItem is not deferred as requested by the DeferredPropertyNames class info because one or more of its sub-objects contain an id.
2023-11-20 12-43-46.289 Thread: 7676 Warning Binding on contentItem is not deferred as requested by the DeferredPropertyNames class info because one or more of its sub-objects contain an id.
2023-11-20 12-43-46.313 Thread: 7676 Warning Binding on contentItem is not deferred as requested by the DeferredPropertyNames class info because one or more of its sub-objects contain an id.
2023-11-20 12-43-46.367 Thread: 7676 Warning Binding on contentItem is not deferred as requested by the DeferredPropertyNames class info because one or more of its sub-objects contain an id.
2023-11-20 12-43-46.383 Thread: 7676 Warning Binding on contentItem is not deferred as requested by the DeferredPropertyNames class info because one or more of its sub-objects contain an id.
2023-11-20 12-43-46.399 Thread: 7676 Warning Binding on contentItem is not deferred as requested by the DeferredPropertyNames class info because one or more of its sub-objects contain an id.
2023-11-20 12-43-46.744 Thread: 7676 Warning Binding on background is not deferred as requested by the DeferredPropertyNames class info because one or more of its sub-objects contain an id.
2023-11-20 12-43-46.760 Thread: 7676 Warning Binding on contentItem is not deferred as requested by the DeferredPropertyNames class info because one or more of its sub-objects contain an id.
2023-11-20 12-43-46.776 Thread: 7676 Warning Binding on background is not deferred as requested by the DeferredPropertyNames class info because one or more of its sub-objects contain an id.
2023-11-20 12-43-46.776 Thread: 7676 Warning Binding on background is not deferred as requested by the DeferredPropertyNames class info because it constitutes a group property.
2023-11-20 12-43-46.776 Thread: 7676 Warning Binding on background is not deferred as requested by the DeferredPropertyNames class info because it constitutes a group property.
2023-11-20 12-43-46.776 Thread: 7676 Warning Binding on background is not deferred as requested by the DeferredPropertyNames class info because it constitutes a group property.
2023-11-20 12-43-46.885 Thread: 7676 Warning Binding on contentItem is not deferred as requested by the DeferredPropertyNames class info because one or more of its sub-objects contain an id.
2023-11-20 12-43-46.948 Thread: 7676 Warning Binding on contentItem is not deferred as requested by the DeferredPropertyNames class info because one or more of its sub-objects contain an id.
2023-11-20 12-43-47.013 Thread: 7676 Warning Binding on contentItem is not deferred as requested by the DeferredPropertyNames class info because one or more of its sub-objects contain an id.
2023-11-20 12-43-47.013 Thread: 7676 Warning Binding on indicator is not deferred as requested by the DeferredPropertyNames class info because one or more of its sub-objects contain an id.
2023-11-20 12:43:47 14036 INFO: Windows DisplayVersion: 22H2
2023-11-20 12:43:47 14036 INFO: WINDOWS VERSION IS 11.22
2023-11-20 12:43:47 14036 INFO: VNNI: 0 AVX: 1 CPUName: Intel(R) Core™ i7-7700 CPU @ 3.60GHz Thread Count: 8
2023-11-20 12:43:47 14036 INFO: MEM TOTAL: 31.8664 AVAIL: 22.319
2023-11-20 12:43:47 14036 INFO: Machine Id: 9e180c21-8e5c-49f0-a719-e85123102036
2023-11-20 12:43:47 14036 INFO: Available GPU LIST
2023-11-20 12:43:48 14036 INFO: 0 Memory Info 82856488960016302862336
2023-11-20 12:43:48 14036 INFO: 1 Device Id: 0 Name: Intel(R) HD Graphics 630 VRAM: 0.125 GB DataType: 2 Serial: 012a59 Visible: 1 Index: 0
2023-11-20 12:43:48 14036 INFO: 1 Memory Info 82856488960016302862336
2023-11-20 12:43:48 14036 INFO: 2 Device Id: 1 Name: Microsoft Basic Render Driver VRAM: 0 GB DataType: 2 Serial: 012f36 Visible: 0 Index: 0
2023-11-20 12:43:48 14036 INFO: === System Information ===
2023-11-20 12:43:48 14036 INFO: OS Windows Version 11.22
2023-11-20 12:43:48 14036 INFO: CPU Intel(R) Core™ i7-7700 CPU @ 3.60GHz Threads 8 AVX 1 AVX2 1 VNNI 0
2023-11-20 12:43:48 14036 INFO: Is Apple Processor 0
2023-11-20 12:43:48 14036 INFO: RAM 31.8664 GB Total / 9.54744 Free/Used
2023-11-20 12:43:48 14036 INFO: Machine ID: 9e180c21-8e5c-49f0-a719-e85123102036
2023-11-20 12:43:48 14036 INFO: Device count: 1
2023-11-20 12:43:48 14036 INFO: - Index 0 Name Intel(R) HD Graphics 630 Cores 0
2023-11-20 12:43:48 14036 INFO: VRAM 0.125 GB Total / 0 GB Used DataType 2
2023-11-20 12:43:48 14036 INFO: Serial 012a59 ComputeLevel: 0 CUDA ID: -1 Visible: 1 Legacy: 0
2023-11-20 12:43:48 14036 INFO: ==========================2023-11-20 12-43-48.298 Thread: 14036 Info Prefered device 0 1
2023-11-20 12-43-48.330 Thread: 14036 Info Model Mapping: 28
2023-11-20 12-43-48.361 Thread: 14036 Warning QQmlExpression: Expression qrc:/ModelManager.qml:30:9 depends on non-NOTIFYable properties:
2023-11-20 12-43-48.361 Thread: 14036 Warning TUtils::modelsInfo
2023-11-20 12-43-48.392 Thread: 14036 Warning qrc:/elements/XEditableComboBox.qml:88: TypeError: Cannot call method ‘insert’ of undefined
2023-11-20 12-43-48.550 Thread: 7676 Warning Binding on contentItem is not deferred as requested by the DeferredPropertyNames class info because one or more of its sub-objects contain an id.
2023-11-20 12-43-48.754 Thread: 14036 Warning qrc:/filters/views/workflowpane/WorkflowPaneView.qml:105:9: QML VideoSettingsView: Binding loop detected for property “implicitHeight”
2023-11-20 12-43-48.769 Thread: 14036 Warning qrc:/videomanager/previews/PreviewHistoriesView.qml:38:5: QML Connections: Implicitly defined onFoo properties in Connections are deprecated. Use this syntax instead: function onFoo() { … }
2023-11-20 12-43-48.769 Thread: 14036 Warning qrc:/videomanager/previews/PreviewHistoriesView.qml:31:5: QML Connections: Implicitly defined onFoo properties in Connections are deprecated. Use this syntax instead: function onFoo() { … }
2023-11-20 12-43-49.005 Thread: 14036 Info Reading encoders from file “C:\ProgramData\Topaz Labs LLC\Topaz Video AI\models/video-encoders.json”
2023-11-20 12-43-49.005 Thread: 14036 Info Reading audio codecs from file “C:\ProgramData\Topaz Labs LLC\Topaz Video AI\models/audio-codecs.json”
2023-11-20 12-43-49.017 Thread: 14036 Warning qrc:/elements/XEditableComboBox.qml:88: TypeError: Cannot call method ‘insert’ of undefined
2023-11-20 12-43-49.021 Thread: 14036 Info TVAI_MODEL_DIR, veaiDataFolder H:\ProgramData\Topaz Labs LLC\Topaz Video AI\models
2023-11-20 12-43-49.021 Thread: 14036 Info Sending tracking event: “Application Started”
2023-11-20 12-43-49.021 Thread: 5112 Info ------------Start Storage Information-----------
2023-11-20 12-43-49.036 Thread: 5112 Info STORAGE: QStorageInfo(“C:/”, type=NTFS, device=“\?\Volume{e8d04c00-91fb-416f-bee6-96318eff3575}" [ready], bytesTotal=255229685760, bytesFree=110554669056, bytesAvailable=110554669056) readOnly: false blockSize: 4096
2023-11-20 12-43-49.036 Thread: 5112 Info STORAGE: QStorageInfo(“F:/”, type=FAT32, name=“RECOVERY”, device=”\?\Volume{7db283b2-0000-0000-0000-100000000000}" [ready], bytesTotal=34347155456, bytesFree=26286555136, bytesAvailable=26286555136) readOnly: false blockSize: -1
2023-11-20 12-43-49.036 Thread: 5112 Info STORAGE: QStorageInfo(“G:/”, type=NTFS, name=“Seagate Expansion Drive”, device=“\?\Volume{dc4f886d-0000-0000-0000-100000000000}" [ready], bytesTotal=1000202039296, bytesFree=738604204032, bytesAvailable=738604204032) readOnly: false blockSize: 4096
2023-11-20 12-43-49.036 Thread: 5112 Info STORAGE: QStorageInfo(“H:/”, type=NTFS, name=“HDD”, device=”\?\Volume{644aa00c-0000-0000-0000-100000000000}" [ready], bytesTotal=2000396742656, bytesFree=1534772908032, bytesAvailable=1534772908032) readOnly: false blockSize: 512
2023-11-20 12-43-49.036 Thread: 5112 Info STORAGE: QStorageInfo(“I:/”, type=NTFS, name=“Elements”, device=“\?\Volume{0008e9cb-0000-0000-0000-100000000000}" [ready], bytesTotal=1500300857344, bytesFree=930048057344, bytesAvailable=930048057344) readOnly: false blockSize: -1
2023-11-20 12-43-49.036 Thread: 5112 Info STORAGE: QStorageInfo(“J:/”, type=NTFS, device=”\?\Volume{0b2b35ce-0000-0000-0080-000000000000}" [ready], bytesTotal=2000396320768, bytesFree=1860967976960, bytesAvailable=1860967976960) readOnly: false blockSize: 4096
I am having the exact same issue. Usually when trying to upres things that are…more animations than video. But mp4 or mov nonetheless. No idea why this keeps happening. Anyone? Topaz? Hello? Can anyone hear us? 
Open a support ticket and attach the full zip file there for the team to review and troubleshoot. There are several reasons you could be seeing an error.
