Photo AI crashes when loading RAW file

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

Steps to reproduce issue:

  1. Open Photo AI
  2. Open RAW file (let me know if you need a copy)

Expected outcome: Able to open and process photo
Actual outcome: Photo AI crashes with no error

Topaz Photo AI [v3.0.2
2024-05-13-15-40-20.tzlog (21.3 KB)
] on [Mac]

Probably worth knowing: this RAW file is from a Sony A7R mk V

I have the same issue, crashing while face detecting

Please follow the instructions below to perform a clean install to better troubleshoot why you had this problem with Topaz Photo AI:

Start by clearing any previous plist files that are on your computer for Topaz Photo AI by following the steps in the link below:

Topaz Photo AI | plist Files Mac

After you have done this, disable any antivirus, firewall, VPN, or proxy software that might be active on your computer. These tools are sometimes known to interfere with the installer’s ability to download the model files.

Please also ensure that the Topaz Photo AI installer has all the proper settings in your system by going to your Mac System Settings > Privacy & Security tab and scrolling down to the security section. You will want to make sure you have 'App Store and identified developers ’ selected. Here is a video example:

Example of Proper System Preferences

Finally, rerun the installer. You can download a new installer from the downloads page directly :

Topaz Labs Download Page

Let me know how that goes for you and I’ll keep an eye out for your reply.