Photo AI 3.2.2 crashes Win 11 system during initial investigation of an image

Topaz Photo AI Bugs and Issues
1

[Please describe your issue here. Try to include logs (Help → Logging) and add screenshots if necessary.]

Steps to reproduce issue:

  1. Step 1 Load Topaz AI 3.2.2
  2. Step 2 Either drag in an image or Brtowse images
  3. Step 3 Topaz starts analysing the image (.jpg) - shows Analyzing in right hand image lower left corner and Win 11 system reboots

Topaz Photo AI [v3.2.2] on [Windows]

Topaz Photo AI Installer Log.txt (4.9 MB)
2024-10-15-16-53-26.tzlog (15.1 KB)
2024-10-15-16-11-16.tzlog (15.2 KB)
2024-10-15-15-59-15.tzlog (15.1 KB)
2024-10-15-15-53-39.tzlog (15.1 KB)

2

Please send me your system profile information so I can check if your computer hardware is up to date.

You can securely submit your files(s) to my Dropbox using the link below.

Please be sure to send me a note here to let me know you sent something.

3

John,

I have run dxdiag and uploaded the file to dropbox.

Thanks for responding - i have been using Topaz products for some time now so this is why i raised this reqwuest because it is something new, i haven’t had this issue before.

Roger

6

Thanks for sending in that information.

I want to see if updating your GPU driver will resolve the problem, as there is a more up-to-date driver that has been released.

Please use the following link to update your driver:

After the update, let me know if you are still experiencing the problem.

7

John,

I have checked in Device Manager and this is the driver I have installed.

I did this purposely before I raised the ticket.

Roger

8

John,

Second reply to assist.

I powered off my tower for a couple of hours and then started up normally – still failed.

I have tried a .cr3, image, a.crw image and .jpg image – all crashed the machine.

Roger in Australia

9

Let’s try adjusting your AI Processor by following the steps below to see if it helps with this crashing error:

  1. Open Photo AI

  2. Go to Edit > Preferences > General

  3. Set your AI Processor to CPU

  4. Click Apply

10

Hi, John,

Same result system crash – it was the stage of examining faces (in an image of two flowers)

Roger

11

I would like for the team to take a look at this together, please send us an email at help@topazlabs.com and we can help :slight_smile:

12

Topaz Labs,

Willing to help in any way I can – are there any logs that can help

13

This topic was automatically closed after 60 days. New replies are no longer allowed.