[KNOWN ISSUE: APPLE PHOTOS STUCK] - Steps to solve this here

Topaz Photo AI Bugs and Issues
1

Hello Everyone,

Few things to cover here if you get a stuck behavior with Apple Photos!

THE APPLE PHOTOS PLUGIN CAN ONLY RETURN A JPEG

Apple Photos cannot export a DNG back as a plugin, that is a Apple limitation. It can ONLY export as JPEG, and we mention this here:
image

“THE EXPORT WINDOW SHOWS A DNG FORMAT”

The Photo AI export window sometimes does not recognize the file is coming from Apple Photos and mistakingly says DNG in the export window and it will get stuck. The development team is looking into what can cause this image not be be detected. Once detected it will not show DNG in the export window, as it is not possible to get a DNG back as a plugin.

“MY IMAGE GETS STUCK!”

There is a orientation issue being investigated by the development team that makes the images get stuck, and the workaround is to rotate the file 90 degrees in Apple Photos, then use the plugin. If you experience this and the rotation fixes your issue, you can write to help@topazlabs.com and we can attach your email to the development team ticket working on this. This will allow us to circle back with you once a fix is released for this.

“I USED TO GET A DNG BACK”

Apple Photos will sometimes wrongly mention RAW at the top once the file is back. That is not a RAW file if was edited in Photo AI as a plugin. You can see this by right-clicking on the file, then GET INFO, and it will show as a non-RAW format. No versions of Photo AI can return a DNG to Apple Photos when used as a plugin.

RECOMMENDED RAW WORKFLOW WITH APPLE PHOTOS

For RAW files it is not recommended to use Apple Photos as a plugin, since it does not support getting a DNG back. We would recommend editing your RAW files directly in Photo AI as a standalone, then export as DNGs, and then use all these DNGs into Apple Photos. This will also be much more time efficient as you can do Batch Processing instead of editing one by one with the plugin.

IF YOU GET AN ERROR USING THE PLUGIN

Send us a screenshot of the error you get if any! Also make sure to test that the standalone Photo AI (from desktop shortcut) works. The standalone will have to work before the plugin does.

If you have any issues, make sure to write us at: help@topazlabs.com with details on what you have tested from the above steps!

3

2024-09-16-08-21-53.tzlog (229.0 KB)

Exporting back to Apple Photos hangs at “Exporting” when using Nikon RAW. Apple HEIF works fine. (M2 Mac)

Steps to reproduce issue:

  1. Edit file in Photos app. Edit with Topaz Photo AI
  2. Do the editing
  3. Click “Export to Apple Photos” - stuck at “Exporting NEF → DNG”

Topaz Photo AI v3.2.1 on Mac

4

Please follow the instructions below to perform a clean install to troubleshoot better why you had this problem with Topaz Photo AI:

  1. Be sure you have fully closed any plugins, such as Apple Photos, Photoshop, etc.
  2. Clear any previous plist files on your computer for Topaz Photo AI | Topaz Photo AI | plist Files Mac
  3. Disable any antivirus, firewall, VPN, or proxy software that might be active on your computer. These tools sometimes interfere with the installer’s ability to download the model files.
  4. Ensure that the Topaz Photo AI installer has all the proper settings in your system by going to your Mac System Settings > Privacy & Security tab and scrolling down to the security section. You will want to make sure you have ‘App Store and identified developers’ selected | MacOS | Example of Proper System Preferences
  5. Rerun the installer. You can download a new installer from your account’s download page | Topaz Labs | My Account | Download Page

Let me know how that goes for you and I’ll keep an eye out for your reply.

5

Followed the instructions but no luck. I tried deleting the plist files before creating the ticket and the settings was already as described. No VPN or AV installed. I have 3.2.1 installed on two computers; MAC mini M2 and MacBook Air M2 and the issue occurs on both. I have tried with Nikon RAW files from three cameras: D5200, D7000 and Z6, same issue.

6

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 crash in Topaz Photo AI, 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. :slight_smile:

Dropbox File Request

7

You’ve got the files

9

It appears that there may be a problem with some of your model files. Please follow the directions in the link below to delete the coreMLCache folder to help troubleshoot this problem:

Loom Video Example | Delete CoreML Cache Folder

After you have done this process restart your machine and then try using Photo AI again.

If that does not work, we will need the following information to share with the development team:

  1. A new set of log files after the coreML folder has been deleted.
  2. Revert to the following stable version, while our developers investigate this further: Photo AI | v3.0.4 | MacOS Installer
10

Deleted the Core ML folder, cleared the trash and rebooted. No luck. Log files sent and reverted to 3.0.4 which works as designed.
Noted that 3.0.4 exports to TIFF whereas 3.2.1 try to export to DNG if that helps.
Thanks,
Jens

11

Having the same issue. Not sure why it’s exporting to DNG, either. Would like to roll back to 3.2.0, but can’t find a working dl link.

12

You can find all previous installers at the following link:

13

Thanks. What’s odd is that everything worked fine today. Haven’t rebooted or any of the usual tricks. Not going to complain about, that’s for sure.

14

I can open the same DNG in Photoshop and then ask it to open Topaz Photo AI and I can work on it and then export it right back. However, editing from Apple Photos means that the export will not happen, or at least I don’t have that much time to see if it ever will export back to Apple Photos. Is this an Apple problem or a Topaz program?

15

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 in Topaz Photo AI, 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. :slight_smile:

Dropbox File Request

16

John,

I couldn’t find a way to reply online so I will let you know that I dropped those two files in the dropbox link you sent. I gave up after probably close to 30 minutes of trying to export back to photos.

Pam Mullen

17

Hi I am having the same issue, for .ORF raw files editing using topaz and export will automatically use DNG back to apple photo but it will hang

19

Please follow the instructions below to perform a clean install to troubleshoot better why you had this problem with Topaz Photo AI:

  1. Be sure you have fully closed any plugins, such as Lightroom Classic, Photoshop, etc.
  2. Clear any previous plist files on your computer for Topaz Photo AI | Topaz Photo AI | plist Files Mac
  3. Disable any antivirus, firewall, VPN, or proxy software that might be active on your computer. These tools sometimes interfere with the installer’s ability to download the model files.
  4. Ensure that the Topaz Photo AI installer has all the proper settings in your system by going to your Mac System Settings > Privacy & Security tab and scrolling down to the security section. You will want to make sure you have ‘App Store and identified developers’ selected | MacOS | Example of Proper System Preferences
  5. Rerun the installer. You can download a new installer from your account’s download page | Topaz Labs | My Account | Download Page

Let me know how that goes for you and I’ll keep an eye out for your reply.

20

Same issue here on a Mac Book Pro.

It attempts to export DNG back to Apple Photos and will sit there indefinitely “Exporting…”

21

Hello, after doing a screenshare with a similar issue with another user, I can report this:

  1. Sometimes, rotating the photo 90 degrees before sending it to Photo AI prevents the issue.
  2. If you go to Apple Photos while the window is stuck on exporting and click save changes, it works (wait at least one minute for processing to finish). Although the export window is stuck in Photo AI, it looks like the processing is completing anyway.
  3. You can press “pause processing” in Photo AI and then close the app.

This is something that our development team is looking at.

I would also like to mention that for RAW files with Apple Photos, this is the recommended workflow to get the best results:

  1. Open the RAW files directly in Photo AI, and do Raw Denoise, Sharpening, and low-light Denoise edits if needed.
  2. Export as DNG.
  3. Open the DNGs in Apple Photos and do your lighting and color edits.
1 Like
22

Let me ask a dumb question. When you say open the RAW file directly in Photo AI, do you mean from the 3 dot plug in Apple Photos? I’m having the same problem as others in this post.