I can’t use the Cloud Rendering option in Topaz Video. The status is “Preprocessing error waiting… an error occurred: there was an issue when attempting to export the video footage.” This happens with all models and any video file extension. It won’t let me use the “copy request id” option. This has never happened before. My subscription is up to date and I have credits. Any ideas?
Can you grab the logs from the app and send in? We can use those to review what is going on in this situation, as it sounds like the file is not uploading correctly to the server for processing. You can attach them here or email them directly to the support team at help@topazlabs.com.
To gather logs, please select Help > Logging > Get Logs for Support and attach the zip file to your reply.
Here is a video to help with the steps of how to collect the logs.
Now, after two days of failure, it seems to be working… although it’s really slow and has been waiting for half an hour. Also, I don’t understand the credit usage: a 1-minute video shows 20 minutes of data usage - 144 credits with Starlink Precise, and only 16 credits with regular Starlink. Is this correct, or is there a problem?
(attachments)
logsForSupport.zip (972 KB)
The two cloud processing tasks look to be different lengths of clips and frame rates, which will result in different credit counts. Also, it looks like those two jobs you mentioned are being exported at different resolution sizes.
