Photo AI 3.2.0 works fine, but both releases 3.2.1 and 3.2.2 crash within seconds of loading an image file (.dng, .jpg, .tif).
Steps to reproduce issue:
Topaz Photo AI [v3.2.1 & 3.2.2] on Windows 10 Home edition (64bit)
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Hi John,
I’ve sent the profile as requested.
Thanks
Paul
Same behaviour on my PC Win 11 Prof.
I’ve send you my profile of the PC too.
Thanks and best regards
Frank
I’m having the same problem…
I also sent mine as I have the same issues.
I have the same issue on my Mac Book Pro 16-inch, 2021 M1 Max with Mac OS 15.0
@jessicaj8521 @jenelle.kemper @Frank_B @paul.kirwan
Please make sure that you have the latest driver updated for your machine by following these steps:
Open your Device Manager
Go to Display adapters and double-click on your GPU. Then go to the Driver tab and Update the driver.
After you have updated your driver, let me know if you are still experiencing any problems, and I’ll keep an eye out for your reply here.
Looks like the problem is solved. But needed to do some digging.
Windows Device Manager said I had the best drivers installed, just like the sample that appears in the topic. I tried the Update Driver anyway, which took me to Windows Updates. There was a cumulative update waiting, so installed that, which did nothing to help with the problem.
Next, I searched for drivers for my graphics card, which took me to the Intel support page. I had not realised that Intel have a tool that you install, which checks your system and recommends updates. I chose the clean install for the graphics drivers. Once done, the latest release of Photo AI worked. Hope this helps others with a similar issue.
Thanks John S for pointing me in the right direction.
Update. Tried using Photo AI earlier today, only to find that I’m hitting exactly the same problem!! The drivers are up to date, so presumably this is not the cause.
what are the last few lines in the .tzlog file? (Win 11 in ProgramData\Topaz Labs LLC\Topaz Photo AI\Logs)
just to note, I’m running two systems: i5-8500 with Intel UHD630 and i5-1145G7 with Intel Iris Xe (driver 27.20.100.974); both with 32GB Ram. GPU-wise I’m horribly underpowered but 3.2.2 doesn’t crash.
Attached a .tzlog file, if that helps.
Just to note, I reinstalled v3.2.0. This version continues to work without a problem.
2024-10-08-12-37-6.tzlog (15.9 KB)
@paul.kirwan - can you test doing this:
Let me know if the same crash happens!
**Using CPU is a workaround, and if it does avoid the crash, it would confirm either something is happening with your graphics card. We are in discussions with Intel to see if they know why some cards are causing crashes and we need to have users on CPU.
To Ange,
I changed the setting to CPU as suggested and processed image files successfully (both .tif and .dng).
ON1 had a similar problem and made the determination (after user complaints) that what they were doing in version 2024.5 wasn’t compatible with UHD, Arc, or Iris Xe graphics. They’ve removed those restrictions from 2025 (but that version isn’t out yet).
One of the problems here is that published minimum specs often aren’t very accurate and, particularly, not updated to reflect actual system requirements for new versions of software, leaving those of us with marginal systems (I have 32GB ram, but also a UHD630) discovering incompatibilities with upgrades without any notification that the upgrade has different (actual) requirements (drivers and/or hardware).
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