Video processing crushes immediately after clicking “Export as” with status of the video changing to “Error”. The same type of videos worked before latest update. The only tool enabled is Enhancement on default settings
We have identified the cause of this issue and have established a solution. Please use this link to overwrite the current build of Topaz Video AI.
As a note, if you have any custom presets you will want to back them up prior to reinstalling as this method will clear any custom presets.
You can locate the Presets by navigating to /Applications/Topaz Video AI.app/Contents/Resources/presets. From here you can copy these presets into a new folder and when you reinstall Topaz Video AI, you can drag and drop these presets into the same directory
Hi @ida.topazlabs, I have installed the temporary version of the app but unfortunately, a majority of the videos are still experiencing errors and are unable to render. This situation is causing delays and it’s quite frustrating. Could you kindly revert to the old version and ensure that future updates undergo quality control? Thank you.
I was referring to the version you provided through this platform, which was meant to be a fix. Unfortunately, it did not resolve the issue for me. In the past, previous builds would sometimes give errors, but not as frequently. I could usually resolve the problem by restarting those videos. Could you please let me know where I can send the logs? I will revert back to the previous version as this is quite inconvenient.
I’m not posting my local logs to a public forum??
Also I installed 3.2.5, but now I’m getting an unknown error. I think I’m done for the day. And I also snoozed the update button for 6 months, that’s for sure. What a mess.
When posting to the Bugs and Issues section of the forum, we ask all posters to share their system profile, logs, and a description of the issue.
If you are uncomfortable posting this information, I would recommend writing in directly to support or you can DM me here. There is nothing personal in the TVAI logs besides; the name of your computer (if you assigned it one), your CPU/GPU, and the name of the file you are working on.
Without seeing your logs, I have no way to know what is happening that is causing the processing error. It could be a larger issue or it could be something extremely basic that is easy to resolve. I would strongly encourage that you share your logs with me so that I can assist you.
All the filenames and paths are in those logs. That isn’t something I would love to post publicly. I will send a DM. In the meantime, I’ve gone through all the steps you’ve provided and got the old version running again. Just the occasional out-of-memory error that can be fixed.
Little Red X keeps coming up during preview. Tried different scale, preview length and proteus settings sometimes it works sometimes it fails. I did a reinstall (I trashed app, plist and cache files) but issue still persists. Any other troubleshooting recommendations?
after updating to version 3.2.6, I’ve encountered lots of problems with immediate errors (red cross), when starting encodings. I’ve gone back to version 3.2.5 and it is working again. Anybody else having problems with the recent update?
I have been having problems with previews for a long time where the video would hang at the begining for up to 5 seconds. Then audio was removed and the video plays fine without the audio in the preview. Now the problem is when you trim a video and export it, the video again hangs before it plays. The Audio is in sync with the video when it starts to play but the video will hang at the beginning making the trim feature in a way useless.