Photo AI Lightroom Plugin always crashes on my Windows 10 PC

Topaz Photo AI Bugs and Issues
1

Dear Topaz Support Team,

I am happy with Photo AI 2.4.1 on my Macbook Pro M1, but it always crashes, when I try to use it on my Windows 10 machine as a lightroom plugin.
That means the Photo AI windows disappears during photo editing or when saving.
When I use it standalone, it crashes sometimes, but not always.
I am using a German Windows 10 and a German Lightroom. Both are latest versions.
My graphics card is an NVIDIA GeForce RTX 2080 Super with Studio driver version 551.61.

It does not matter, whether I try to edit my Canon R5 raw files or let lightroom hand over a tiff file.
The crash is inevitable after some editing steps, or when I try to change a mask for sharpening.

Steps to reproduce issue:

  1. Open lightroon and select any EOS R5 photo in LR “Bibliothek” module

  2. Either open the selected raw file in PAI using

  • “Datei”->“Zusatzmoduloptionen”->“Process with Topaz Photo AI”
    or use
  • “Foto”->“Bearbeiten in”-“Topaz Photo AI”
  1. In both cases PAI will crash without any error message after some editing or masking steps.
    No file remains, no error message appears.

The issue is not new with the latest PAI versions, but as I want to use the Windows machine more in future more I see the neccessity to report it now.

I hope, you can help.
Kind regards, Hans

Topaz Photo AI [v2.4.1] on [Windows 10]
Logs.zip (480.5 KB)
crashpad.zip (4.0 MB)

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

Hi John,

I have uploaded my system information to your Dropbox.

The filename is

Kind regards,

Hans Kühne

4

Thanks for sending in that system profile information, everything looks up to date on your machine.

Let’s try to reset your Lightroom plugin to try and get it working for you. You can follow the directions below to reset your Lightroom plugin:

  1. Close Lightroom fully.
  2. Run the Topaz Photo AI installer again. Get a new one from the downloads page: Topaz Labs Downloads
  3. Open Lightroom and check the File > Plug-ins Extras again.

If you are continue to experience problems please reach out to us at the following link:

Topaz Labs | Support Page

5

Hi John.

I deinstalled all Topaz applications, cleaned the registry according to the Topaz instructions and did a clean new install of PAI.

Now PAI crashes less often, but it still crashes regularly.

Especially, if I

  • open more than 1 picture from Lightroom or
  • change the masking for sharpening

How can we go on?

Kind regards,

Hans

6

Please reach out to us on our Support Page or you can send in an email to the team at help@topazlabs.com

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