Photo AI keeps crashing

Photo AI keeps crashing.

When using as plugin via Photoshop, it will load image but when I try to recover faces and save back to PS the app crashes and I get a popup window titled “Topaz Photo AI Cannot Proceed” and the body of the popup states “Error: plug-in has crashed.”

When I open Photo AI as a standalone program and load an image it will load the image and then the whole program will disappear from the screen.

I have tried uninstalling Photo AI, restarting computer and reinstalling but the issue remains.

I’m not seeing how to attach the screenshot, DxDiag or log files. I’ll try drag and drop.
2023-08-15-13-27-49.tzlog (112.4 KB)
DxDiag.txt (102.5 KB)

Photo AI 1.5.0

Windows 11 Pro
Intel 13th Gen i9-13900KF (32 CPUs)
131,072 MB RAM
Page file 27637 MB used, 116439 available.

Steps to reproduce issue:

  1. Step 1
  2. Step 2
  3. Step 3

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

@matthew.austin There is a bug with the A2000 series GPUs crashing that may be related to this. There is a potential fix that’s coming out on Thursday’s release.

Please update when that’s out and see if the behavior is the same.

Great to know, thank you!

I will update this thread after that release.


Hi Tim, would you mind sharing where I find the release that came out on Thursday 8/17?

I searched on NVIDIA’s site and downloaded a driver that came out just over a week ago and installed it, but Photo AI continues to crash. I’m attaching an updated DxDiag file.

DxDiag.txt (103.9 KB)



same issue here with a4000 crashing w newest NVidia driver and photo ai 152

Brian I already have logs from you, Matt please send logs as well.

Please open Topaz Photo AI, go to the menu bar on the top and click the Help > Open Log Folder menu option. Attach 3 log files from that folder.

The fix was supposed to be using TensorRT models for any processing on these graphics cards. From Brian’s log it looks like it’s still running the wrong model instead of the TensorRT model.

I will check with my team why this is still happening.

thanks lingyu

Thank you for you help!

Here is the most recent log. There was a log attached to my original post as well, if that helps.

2023-08-20-00-40-27.tzlog (9.8 KB)


hey linglu,in case this helps this is the last nvidia driver that works without crashing

This log doesn’t have any of the crash information. Please look for a log that is at least 50KB in size and that should contain the information needed for this.

Please also update to v1.5.2. From your most recent log it looks like you are using v1.5.0 which does not have the fix yet.

Thank you!

I think I now understand what Brian was talking about with the “Thursday release” … I was hunting for an NVIDIA update, when I should have clicked that inside Photo AI. If I recall correctly, it seems like Sharpen, Gigapixel and/ or Denoise prompt when there’s an update available, I would that thought for Photo AI as well.

I updated and ran one photo through Photo AI via stand-alone app and via Photoshop filter and it did not crash.

Thank you!


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1.5.2 also fixed my Nvidia RTX A4000 crashing issue! YES! finally! Thankyou!

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I shared the log with my team and it looks like the A4000 GPU on your computer has Cuda capability 0, which is unexpected.

I am asking for more information about why this may be happening.

thanks keep me posted lingyu,but 152 is working no crashing so far but a few models fail

That’s good. If the model is failing please send me the log so I can take a look at what the error may be.

hey lingyu just making sure u guys are aware crashing is back with 2.00 and nvidia a4000 etc,let me know thanks

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We added a fix in v2.0.1. Please update and let me know if you are still getting the crash.

seems to be working good thanks

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