Photo AI can't open DNG file create by Adobe DNG Converted

Topaz Photo AI Bugs and Issues
1

When I use DNG converter, Photo AI (or Topaz Denoise AI, Gigabit AI or Sharpern AI) wont open the file after processing in Lightroom

Steps to reproduce issue:

  1. Open a Canon .CR3 file in Photo AI and save as DNG
  2. Open the saved DNG in Adobe DNG Converter to reduce file size
  3. Process in LR classic. However, if I wanted to open it again in any Topaz sofware it say File Type not supported.

Topaz Photo AI [v3.1.2] on [Mac]
Adobe DNG Converter [v16.2.1.1767]
Lightroom Classic [13.4]

2

Would you mind sending in some more information to get a better understanding of the problem you are having with this particular type of image? Please send the following information:

  1. The original image file.
  2. The processed image.
  3. A screenshot or description of the settings panel so I can see what adjustments were turned on.

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

Dropbox File Request

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

3

Hi John
Thanks for the quick reply.

I have uploaded the images as requested and numbered the order.

Even if I do the Adobe DNG Conversion first and then try Photo AI I get the same error.

Regards
Colin

6

I was not able to replicate this error on my machine. Would you please take a screen recording of this behavior so I can see exactly what is happening?

Loom is a great free application for this: Loom | Free Screen & Video Recording

7

Hi John

I have uploaded a video to the drop box.

Regards
Colin

8

Would you mind replicating this behavior again and then once you have received the message Cannot open _R4A5005.dng, go to the menubar of Topaz Photo AI and navigate 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.

You can submit these log files to my Dropbox using the link from our previous conversation. This will allow us to see what is happening while trying to use the application for further investigation.

Make sure to send me a note to let me know you sent something. :slight_smile:

9

Hi John

I have uploaded the Log files via dropbox because when I tried to upload in the thread it said I couldn’t upload lastSessionFiles.txt as it was zero bytes.

Regards
Colin

12

Hi John

Have you had any luck in finding out why Adobe DNG Converted images wont load in Topaz?

Regards
Colin

13

We are releasing a version (v3.2.0) later today that I would like for you to try once it is released, please keep an eye out for the in-app update option found in the top right corner of your application.

14

Hi John

I’ve downloaded V3.2.0 and tried opening a DNG created with Adobe DNG converter but it sttill gives the error of "image not supported.

Regards
Colin
Screenshot 2024-08-23 at 08.14.20

15

I’ve done some research and might have been able to find what is happening while using the Adobe DNG converted file.

Please try the following steps in order to see if the file outputted while using Adobe DNG Converter will work with Photo AI:

  1. Open Adobe DNG Converter
  2. For option 4 go to Change Preferences
  3. Go to Preferences > Compression/Image Size and uncheck the option for Use Lossy Compression
  4. Try using your Adobe DNG Converter for your files and then try using those files with Photo AI.

Let me know how that goes for you.

16

Hi John

It still didn’ t work when I just turned off Lossy Compression, but I had a play and after changing from Camera raw 15.3 compatibility to version 14 and turned off Fast Load data it worked. Then I went back to Camera raw 15.3 compatibility and turned Fast Load data back on again and Success !

Thanks for your help Much Appreciated.

Ironically turning on Lossy Compression doubled the size on the file !!! So turning it off is better !

Regards
Colin

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17

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