Photo AI 3.2.1 crashing on MacOS Sequoia

[Graylinz]

Computer: iMac 5K, 27-inch, 2019, 3.7 GHz 6-Core Intel Core i5, 16GB RAM
Mac OS Sequoia

Just updated to MacOS Sequoia. Photo AI crashes when photos are large images from Photoshop 2024. Keeps crashing and shutting computer down either during or just before enhancement process completes.

[rayinsanmiguel (Ray)]

I have not updated to 3.2.1 due to the EULA issues. However, I have no problems using 3.2.0 on my Mac mini M1 with Sequoia. Maybe your issue is due to running the software on an older Intel machine. Upload your logs so the support team can look into it.

[john.topazlabs (John S)]

I’d like to get some more information to help troubleshoot the problem you are having.

Could you send us your computer’s full system profile?

• How To Obtain Your System Profile (Mac)

Also if you can, please try to recreate this crash in Topaz Photo AI, 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 thread.

If you would prefer 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.

Dropbox File Request

[Graylinz]

Hi John

I have loaded the appropriate files to your dropbox account via the link given.

I thought I had solved the problem by going into Recovery Mode, running First Aid and other utilities over the main drive and also cleaning up a few caches before re-booting. Photo AI seemed to be working properly on a 9MB png image but the app indicated the adjustments were unavailable. I changed setting to manuually run single adjustments. It sook ages for the analysis to take place (at least 10 minutes), it allowed me to select faces so I ran face recovery and left ti to have lunch. When I came back the computer had suffered a kernel panic and shut down. I have sent you a full spx file (system profile) plus the last two log files.

Thanks for your support

Graham Lindsay

email: graham_lindsay@bigpond.com | Graham’s mobile: 0428 654 545

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[john.topazlabs (John S)]

To help troubleshoot this problem, I’d like for you to follow the directions below:

Topaz Photo AI | plist Deletion

I will note that Intel CPU Mac devices are slightly underpowered for AI processing and will perform slower. We have some more information on our Topaz Labs Documentation page that I will link below for your review:

Topaz Photo AI | System Requirements

You can also try adjusting your AI Processor to run on your CPU. To do this, please open Topaz Photo AI, go to Preferences > General , and set the AI Processor to CPU .

Many users with Intel MacOS machines have reported that Topaz Photo AI v3.0.4 or v2.4.2 is most suited for their needs and experiences, as well as better processing times and consistent edits and displays. I have included a link to that those previous version below if you would like to revert to this version for your machine:

• Topaz Photo AI | v3.0.4 | MacOS Installer

  • Released June 13th, 2024

    • The newer interface that all v3 have, but v3.0.4 does not have the new Autopilot updates.

    • It can sometimes work on underpowered machines; however, it will be slower than v2.4.2

• Topaz Photo AI | v2.4.2 | MacOS Installer

  • Released March 28th, 2024

    • The older interface will be the fastest version your computer can run

Let me know how this goes for you, and if you have any other questions in the meantime, feel free to ask me here.

[Graylinz]

Thanks John.

Will revert to 3.0.4.