Photo AI Crashes When Recovering Faces After Upgrade to v 3.3.2 | MacOS

Topaz Photo AI Bugs and Issues
1

When attempting to use the Recover Faces feature either directly in Photo AI or using the Photo AI Photoshop plugin route, Photo AI crashes. This happens with a variety of image types including jpg and tif

Topaz Photo AI v3.3.2 on Mac OS 15.1

2

I’d like to get some more information to help troubleshoot the problem you are having. First, could you send us your computer’s full system profile?

How To Obtain Your System Profile (Mac)

We will also need the following information:

Log Files

  • To gather logs, open Photo AI go to the menu bar on top, and 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 email.

Once we have this information, we will be able to share it with the development team to help them better understand why this may be occurring for you.

3

Hi John,

Thanks for getting back to me. I’ve attached the system profile information as well as a compressed file of the TLPAI log files.

Let me know if you need anything else.

This is a great product and I haven’t had any negative experience with it until this most recent update. I understand bugs happen but please pass along my compliments on a most useful piece of software, it really has added value to my workflow and I can’t wait for it to work properly again.

Thanks,
John

MacBook Pro.spx (7.33 MB)

log-files.zip (108 KB)

4

I am having the same problem with windows and Lightroom. They claim to be working on solving it. It has been two weeks now.

5

Thanks for sending in that information I have added these files to an ongoing support ticket we have open with the development team and will be sure to reach out to you on this thread once we have addressed this problem with a release.

8

When using the recover faces feature on a photo with 12 faces in it, it crashes most times. Only occurs with recover faces, even did so when selecting Apply Autopilot.

Steps to reproduce issue:

  1. Open photo
  2. Select recover faces
  3. Crash occurs during processing

Topaz Photo AI [v1.x.x] on [Windows/Mac]

9

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?

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. :slight_smile:

Dropbox File Request

10

I’m having the same issue. I’m on version 3.3.1. All the other enhances work just fine.

11

I, too, am having this same issue. Super frustrating

12

Problem still present in 3.3.2. I’m getting worried because my license expires in 10 days and if this doesn’t get fixed in the next update or I get advice to how to do a clean install, then I’m hosed.

13

Have this problem too. Super frustrating indeed.

14

Same here - when can we expect a fix?
Also super focus seems to have the same issue, although it’s stil in beta.
And the same goes for autopilot then…