When enhancing a video, application quits almost immediately (although asking for confirmation). The behavior is a little different from what was previously reported on v6 (app does not “crash”.
2025-06-01-12-16-6-Main.tzlog (108.3 KB)
Downgraded to v6.2.2, working fine on the same file
Same thing now happens on 6.2.2. A few seconds after starting enhancing a video, I get a popup asking if I want to close sources with ongoing processes. If I click Cancel, I go back to the screen that allows drag and drop (or click the Browse Videos button).
The log file does not contain any processes, can you send the full zip file?
To gather logs, please open Video AI and select Help > Logging > Get Logs for Support and attach the zip file to your reply.
logsForSupport.zip (30.6 KB)
Now version 7.0.0.4 beta (I didn’t re-install the final v7 but had the same behavior)
In both scenarios, I am trying to apply Iris Medium Quality to a file already enhanced with Rhea.
Please let me know if you need anything else.
Dom
2 simpler logs to look at:
- drag & drop video, click on enhancement, video disappears
- drag & drop video, just wait ~15s, video disappears
logsForSupport - clicked on enhacements.zip (18.5 KB)
logsForSupport - waited ~15s and lost video.zip (32.8 KB)
after attempt #1, I exited Video IA. in the 2nd zip file, you should be able to see that in the first log file
Is this only happening with a specific file?
Could I take a look at it for testing?
You can securely submit your file(s) to our Dropbox using the link below. Please be sure to send me a note to let me know you sent something and include the file name.
Submit File to Dropbox
The video file is ~15GB, so I extracted a few seconds, confirmed the unexpected exit (same behavior). Uploaded video and logs in dropbox. Thanks for investigating, Dom
Hi Dom,
I was able to get this file exported. Would you be able to send a screen recording of the behavior that is happening?
- We recommend loom, it’s free and easy to use. Once your Loom recording is ready, you’ll be able to get a link with the video, please reply back with the link
- Feel free to use any other preferred method and send the video file attached to your email replace. If the file is too large to attach, you can upload it here: Submit File to Dropbox
Unfortunately, I am unable to reproduce the issue since I have upgraded to macOS Tahoe beta 1, then 2. it is possible the upgrade fixed the issue but this could be wishful thinking… the video would have shown all windows closing except the main window that allows the drag and drop (similar to what happens when you close the project). No error message was displayed.
I would add I had reinstalled 7.0.2 in a different folder, from the .dmg file.
I might have found the root cause: I just reinstalled the nightly version of Little Snitch that is compatible with macOS Tahoe, then I started having the issue again.
I think the reason is I had created a rule to block the connection to amplitude.com (I had previously commented on in the beta thread). If I allow the connection to amplitude.com, I don’t seem to be running into issues.
It should be noted that I had turn off the option to send analytics data, yet Topaz will still want to collect data from us. I don’t like it. (paying) user choices should be respected. But this is not the topic for this thread.
Would like to hear from Topaz if you guys think my analysis is correct.
Thank you.
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File > Preference > General > Allow anonymous data collection > off
Data collection has ALWAYS been OFF. The issue is you will connect to amplitude.com even when data collection is OFF…
I have noticed the crash occurs only once:
- open Video IA
- drag & drop any video
- wait ~25s, video will close
Program will function normally after that, you may drag & drop a video and start processing.
Dom
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