Ongoing issues with Lightroom - need to understand root causes

Since version 2 there have been a series of ongoing issues with the LR integration. From a loss of DNG support, to regaining it but hanging/crashing/not importing, and now to completely destroying the color in the images.

What’s going on? If you changed architectures, change it back. Photo AI is now completely unreliable when using it from LR, and I’ve had to remove it from my workflow.

If you can’t fix it soon (and keep it fixed), then I’ll expect a refund.

Let me just add that linking to your docs page from ‘contact us’ is beyond annoying. Apparently there is no way to contact your support teams outside of posting here. That’s a really poor customer experience, especially for something like this that has rendered your product - my purchase - unusable.

Let’s try to reset your Lightroom plugin to try and get it working for you. You can follow the directions below to reset your Lightroom plugin:

  1. Close Lightroom fully.
  2. Run the Topaz Photo AI installer again. Get a new one from the downloads page: Topaz Labs Downloads
  3. Open Lightroom and check the File > Plug-ins Extras again.

Let me know if those steps get it working again.

Topaz Labs Documentation | Topaz Photo AI | Plugins | Lightroom Classic

If it does not, open Topaz Photo AI, go to the menu bar on the top, and click the ‘Help > Open Log Folder’ menu option. Please send in all the files located in this folder.

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

Also you can always reach out to us at the following link using the chat beacon on the page:

Topaz Labs | Support Page

Or you can send us an email at help@topazlabs.com

I have done that multiple times. While it fixed some issues, others continue to pop up. The color corruption is a data issue in the file itself.

Let me sum up three big ones so far:

  • DNG export/import stopped working completely. That’s a very basic feature that was pulled without any notice. Since mostly fixed.
  • DNG export/import failed to re-import the file, and Photo AI crashed. Again, something basic QA should have caught.
  • Now DNG files have color corruption after processing. Again, something basic QA should have caught.

So back to my question - is LR integration in your release cycle regression testing? If so, why aren’t these issues getting caught, and if not, why isn’t it?

These ongoing issues have made Photo AI completely unreliable for inclusion in my workflow - because they keep happening - it’s the pattern, as much as the individual issues. I can’t wonder from day to day if the product will work, that’s simply not acceptable. So I need to understand the root cause and what you’re doing to correct the pattern of problems.

That email is nowhere to be found on your website.

I can assure you that our QA and Developers work hard on trying to implement and integrate our application with other plugins and work on testing this during release cycles. While I personally do not know this exact process on their end I will be sure to share this insight from you with the team.

Thanks John. Right now I plan to cancel my subscription. Your SharpenAI and Denoise AI products were top notch - best in the industry. Photo AI was never as good, but version 2 was good enough for use. Unfortunately the massive dumbing down of the application in version 3, coupled with the constant LR problems has ended its usability.

Please reactivate development of the standalone products (but without reducing them to ‘idiot level’ controls).

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