Hi Topaz,
I previously reported this issue on May 3, 2024, and it has occurred again. Please investigate why this is happening.
We are not using VPN, proxy servers, or antivirus software on the server. Our server is a Windows AWS instance.
I’d like to get some more information to help troubleshoot the problem you are having.
Could you send us your computer’s full system profile?
Also, if you can, please try to recreate this error while using the CLI for Topaz Photo AI; after this has occurred, open Topaz Photo AI as a standalone application, then go to Help > Open Log Folder; please 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 would prefer you can securely submit your files(s) to my Dropbox using the link below. Make sure to send me a note to let me know you sent something. 
Can you please check the attached detail and help me.
Have you recently been able to log into your account in a web browser with the email address associated with your Topaz Labs account?
If so then Topaz Photo AI should also connect to your account. If it does not please make sure you do not have any VPN, proxy servers or anti-virus software running that can cause connection issues for the apps to reach our servers.
As a general note, If you are using a VPN, proxy, firewall, or anti-virus software, please add our sites to their safe lists. Our authentication occurs through these domains:
downloads.topazlabs.com/
veai-models.topazlabs.com/
models.topazlabs.com/
http://et.topazlabs.com/.
You can also clear your cookies and cache in the web browser you use and then log back in before clicking the activate option in the app.
This topic was automatically closed after 60 days. New replies are no longer allowed.
