[KNOWN ISSUE: MAC OS 15 CRASH] - Steps to solve this here

Topaz Photo AI Bugs and Issues
26

@el.sharly - seeing in crash reports that you are on OS 15. Merging this on the OS 15 crash where you can find steps to resolve this issue at the very very top first post!

28

I have a Mac running Sequoia 15.2. I have downloaded and installed 3.4.3

The software crashes immediatly on opening, either if I open the software from the launchpad or if I try to load an image direct.

No chance of a log, software crashed immediately.

Steps to reproduce issue:

  1. Step 1
  2. Step 2
  3. Step 3

Topaz Photo AI [v1.x.x] on [Windows/Mac]

2 Likes
29

@geoffrey.pollard2 see message at the very top for solution for OS 15 crash!

30

AI crashes either opening the app or adding an image (drag or PS Plug in) on my Mac or as a plug in photoshop. I deleted the app and reinstalled. Same problem.

Topaz Photo AI [3.3.1] on/Mac Sequoia 15.0.1

31

I have the same problem with 3.4.2 on my Mac Sequoia 15.1.1.

32

@scootera4ar @wayne.a_larson - If not done already, see message at the very top for solution for OS 15 crash!

33

image will load and program immediately closes

Steps to reproduce issue:

  1. Step 1
  2. Step 2
  3. Step 3

Topaz Photo AI [v1.x.x] on [Windows/Mac]

34

Same issue running a Macbook. The program worked fine until I updated today. Program closes after opening and analyzing image. No error message. Uninstalled and reinstalled - still crashes. Changed AI from Auto to CPU - still crashes. Deleted plist file - still crashes.

1 Like
35

Same issue. Program is completely unusable, and I just downloaded


36

is there anything that we can do to fix it?! I am at a complete loss right now and I need to be able to use this program.

37

Hi Kailyn
completely uninstall the program and reload. It worked!

38

Same issue here

39

@DV613 @vkscott @kelly.alford @kailyn.spanhook @szabina.biro - If not done already, see message at the very top for solution for OS 15 crash! - If you are not on Mac, write us an email at help@topazlabs.com and we can troubleshoot together!

40

Topaz photo AI Topaz Photo AI v3.4.3 on [Mac] keeps crashing. It happens both when I open a photo directly in Topaz photo AI and when I try to edit via Photoshop plug in. I removed the software and reinstalled but the issue persists.

This is copied from the log:

/AppleInternal/Library/BuildRoots/4b66fb3c-7dd0-11ef-b4fb-4a83e32a47e1/Library/Caches/com.apple.xbs/Sources/MetalPerformanceShadersGraph/mpsgraph/MetalPerformanceShadersGraph/Core/Files/MPSGraphExecutable.mm:1675: failed assertion `The file “manifest.plist” couldn’t be opened because there is no such file.’
[26114:2024810:20250102,194829.864174:WARNING crash_report_exception_handler.cc:257] UniversalExceptionRaise: (os/kern) failure (5)
Abort trap: 6
logout

Topaz Photo AI [v3.4.3 on [Mac]

41

The same thing is happening to me. Until today the application was going without problem. It now crashes every time I try to use face recovery with the “Generation 2” version selected.
Curiously, I have two different users on my MacBook: the problem only occurs in one of them.

42

Regarding the problems you experienced, I’d like to see if the following troubleshooting steps will help with this problem.

Follow the directions in the link below to delete the coreMLCache 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:

Log Files

  • To gather logs, open Photo AI go to the menu bar on top, and 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 email.

You can securely submit your file(s) to my Dropbox using the link below.

Dropbox File Request

Please be sure to send me a note to let me know you sent something.

43

Hi John,

Thank you for your email.

I tried to fix the problem following your instructions but I still have the same issue. I even reinstalled Topaz AI just in case it helps but no success.

I uploaded the log files to the dropbox link.

Thanks
Szabina

44

Hardware Overview:

Model Name: MacBook Pro
Model Identifier: MacBookPro18,2
Model Number: MK1H3LL/A
Chip: Apple M1 Max
Total Number of Cores: 10 (8 performance and 2 efficiency)
Memory: 32 GB
System Firmware Version: 11881.61.3
OS Loader Version: 11881.61.3
Serial Number (system): Y16FFH7RGF
Hardware UUID: D03DD76D-F24B-5BC1-90B3-99037C10B7C1
Provisioning UDID: 00006001-000A71101140011E
Activation Lock Status: Enabled
Reactivated Photo AI @$99 and used it for about 4 photos and it quit working giving me the following message and nothing else. “Cannot Proceed” “Error Plugin crashed”. I also tried using the PAI app singely and No Joy. Jan. 9th 2025 - I followed your info - No Joy I had no such folder which I assume is because I just downloaded the app to my MAC.

45

Same issue, M1 iMac opening any photo results in immediate program closure. Uninstalling and reinstalling does nothing, cash clearing does nothing. This is really frustrating. Any word on what’s going by on?

46

You are most likely not in the correct place. Make sure to check the steps at the top post of this page. Any computer that has Photo AI will have a coreML folder when in the correct Application Support folder. There is 2, make sure to check the you are in the correct one.