Photo Al is forcing computer to reboot

Topaz Photo AI Bugs and Issues
1

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

Steps to reproduce issue:

  1. Importing a dng file from Lightroom
  2. Photo AI loads and starts the Auto-Pilot Process
  3. Half way through the auto-pilot, entire computer reboots
  4. This does not happen everytime, but can happen from a device freshly booted up, lightroom loaded and starting Photo AI

Topaz Photo AI [v1.x.x] on [Windows/Mac]
Windows 10 Pro - 22H2 19045.4894
Intel(R) Core™ i7-4790K CPU @ 4.00GHz 4.00 GHz
32Gb of Ram
Lightroom - 13.5.1
Photo AI 3.2.1
NVidia GeForce GTX 970 - 32.0.15.6109

All drivers are managed by Norton Driver Updater and all are upto date.

I have also uninstalled and re-installed Photo Al, also clearing all configuration settings

2

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

3

HI John,

Done

Lloyd

6

Unfortunately, the dxdiag file confirms that your machine does not meet our Minimum System Requirements. I have included a link to our Topaz Labs Documentation page for your review:

Topaz Photo AI | System Requirements

Your machine’s GPU’s are only showing about 4GB of VRAM, which our minimum requirement for the application is 6GB.

It is recommended that v3.0.4 or v2.4.2 be used, which may give you a more stable application for this machine. You can use the following links to download these installers for your review:

Please be sure that once you have chosen a version and downloaded the application, you go to Edit > Preferences > General > AI Processor and set the option to CPU . Using the CPU is not ideal since the CPU RAM memory is not dedicated to graphics, but it can give you better performance for this machine.

Let us know how that goes for you or if you have any issues in reverting to the previous versions releases. Also, if you have access to another computer, we can check its compatibility.

7

Thanks John, I’ll give that a try… Is it an option for me to stay on 3.2.1 and set the preference to AI Processing AI to CPU?

Lloyd

8

You can try setting the AI Processor to CPU and staying on v3.2.1, if you continue to have problems I would recommend reverting back to a previous version :slight_smile:

9

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