New update keeps crashing every time I try to load an image

Topaz Photo AI Bugs and Issues
1

New update keeps crashing every time I try to load an image. Tried a second image as well, same thing.

Steps to reproduce issue:

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

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

2

Mine does exactly the same thing after updating it today.

3

i have a wedding project … and 3.2.1 essentially DOES NOT WORK … I have all the same problems others have listed. WHERE ARE THE PREVIOUS DOWNLOADS STORE? They are NOT in My Products under my profile. I need go back to previous release … Does anyone know download site for previous releases? Thank you …

4

Totally uninstalled it then re installed. (PC W10)
Same result it loads an image displays it for say 4 secs then crashes !!!

Help

5

That’s the same for me also? crashes everytime after I load a photo

6

@kurt.noer Hello thanks for writing in!

I replied now to the email you sent in to our Support team.

@danielhughes.usa I am putting here the steps sent to Kurt:

  1. Make sure your graphics card is up to date. you can check this in Device Manager, then Display Adapters, then double-click on your card, in the “Driver” tab, do Update driver. Reboot after you update this.
  2. Once your card updated, open the app, and before importing pictures, go to Edit > Preferences > General > AI Processor and set it to CPU. We had Kurt do this step, because his Intel UHD 620 card only has 0.1GB of VRAM, instead of the 6GB recommend VRAM, and we want to make sure that it is not used.
  3. Import another set of pictures.

If the crash still occurs, please send in an email with logs of your app and your updated system profile showing you are on the latest driver:

---------- Send this is to support@topazlabs.com ------------

  • Logs: To gather logs, open Photo AI and go to the menu bar on the top and go to Help > Open Log Folder. Grab all the files in that folder and Zip them into 1 folder, and attach this zipped folder to your email.

  • System Profile: How To Obtain Your System Profile (Windows)
    This will create 1 file that you can attach to your email email*

I will be on the lookout for new emails on that email.

@chrismcnickle had reached out to us already and all is resolved. If any issues still arise, steps for logs and System Profile were sent.

Best,

7

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