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Topaz Video Bugs and Issues
1

Hello Topaz Support Team,

I am experiencing an activation issue with Topaz Video on Windows 11.

When I launch the program, it asks for a valid license.
My license is active and valid, and when I click “Check license online” it is correctly recognized in my Topaz account.

However, the in-application license verification never completes: it goes into an infinite timeout / loading state, so I cannot proceed or use the software.

Key details:

  • OS: Windows 11

  • Software: Topaz Video 1.1

  • License status: Active and valid (confirmed online)

  • Behavior: Online check works, in-app activation hangs indefinitely

What I have already tried:

  • Restarting the system

  • Reinstalling Topaz Video AI

  • Verifying system date/time

  • Running the application as administrator

  • Disabling VPN (if active)

The behavior suggests that the application may be unable to complete its network call to the licensing service, even though the license itself is valid.

Could you please advise on:

  • Required domains/ports to whitelist (if applicable)

  • Whether this is a known issue with version 1.1 on Windows 11

  • Any recommended workaround (offline activation, manual license reset, newer build, etc.)

Thank you for your help.

Best regards,

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2

Can you pull the logs from the app and send to the support team for review? Help@topazlabs.com

To gather logs, please select Help > Logging > Get Logs for Support and attach the zip file to your reply.

Are you seeing a pop-up that prompts for selecting of a subscription option? If so, try clicking in the top right corner of that pop-up to fully log out and log back in with your credentials to clear the cache and force a reconnect for authentication.

3

I have the same issue.

1 Like