Photo AI locks up while analyzing a new photo

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

Steps to reproduce issue:

  1. Add image
  2. During analysis app hangs and requires a hard restart of the computer. UNACCEPTABLE AND UNUSABLE!!!

Topaz Photo AI 3 on Windows

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

Hi John. I was helped by one of your tech support people. The ultimate fix for my issue was to change the AI Processor under the general preferences to manually select my video card, rather than allowing it to auto select. When manually selecting cpu, the system would also lock up. Thanks!