Photoshop crashes when photo ai is opened

mac mini m1 chip sonoma 14.5 file open in latest version photoshop, I go to file, automate, topaz photo ai. photo ai opens then closes and crashes photoshop. Have tried deleting plug in, phish files, reloading photo ai, rebooting computer and still same.
Steps to reproduce issue:

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

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

Please follow the steps below to reset your Photoshop plugin.

  1. Close Photoshop fully.
  2. Run the Topaz Photo AI installer again. Get a new one from the downloads page: Topaz Labs Downloads
  3. Open Photoshop Elements and check the File > Automate > Topaz Photo AI plugin again.

Let me know if those steps get it working again.

Topaz Labs Documentation | Topaz Photo AI | Plugin | Photoshop & Photoshop Elements

If it does not, open Topaz Photo AI, go to the menu bar on the top, and click the ‘Help > Open Log Folder’ menu option. Please send in all the files located in this folder.

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

I did everything requested in both emails. Photoshop/file/automate/topaz photo AI and photo AI opened, ran for about 2 seconds, then crashed both photo AI and photoshop. I then opened Photo AI from application icon and got the log, and .zip it in your
dropbox. I also sent the raw file to your dropbox that I tried to open in photoshop that crashed when running photo AI. I have topaz: denoise, sharpen, and gigapixel and they all work fine in photoshop. Photo AI originally worked fine in photoshop also until I deleted it and loaded it on a external hard drive to try to open more space on my internal hard drive. Since then I have deleted everything everywhere with topaz photo AI and tried many times to install on my internal drive again. As of now I have
27 G of free space on my internal hard drive. Mac mini M1 chip Sonoma 14.1.1 Photoshop 25.11.0. Help. Steve Hayre

| john.topazlabs John S Topaz Photo AI Owner
July 25 |

  • | - |

Please follow the steps below to reset your Photoshop plugin.

  1. Close Photoshop fully.
  2. Run the Topaz Photo AI installer again. Get a new one from the downloads page: Topaz Labs Downloads
  3. Open Photoshop Elements and check the File > Automate > Topaz Photo AI plugin again.

Let me know if those steps get it working again.

Topaz Labs Documentation | Topaz Photo AI | Plugin | Photoshop & Photoshop Elements

If it does not, open Topaz Photo AI, go to the menu bar on the top, and click the ‘Help > Open Log Folder’ menu option. Please send in all the files located in this folder.

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

Even in opening stand alone, after photo is loaded it appears for about 1 second then crashes.
Mac mini.spx (7.4 MB)

Steps to reproduce issue:

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

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

Please follow the instructions below to perform a clean install to troubleshoot better why you had this problem with Topaz Photo AI:

  1. Be sure you have fully closed any plugins, such as Lightroom Classic, Photoshop, etc.
  2. Clear any previous plist files on your computer for Topaz Photo AI | Topaz Photo AI | plist Files Mac
  3. Disable any antivirus, firewall, VPN, or proxy software that might be active on your computer. These tools sometimes interfere with the installer’s ability to download the model files.
  4. Ensure that the Topaz Photo AI installer has all the proper settings in your system by going to your Mac System Settings > Privacy & Security tab and scrolling down to the security section. You will want to make sure you have ‘App Store and identified developers’ selected | MacOS | Example of Proper System Preferences
  5. Rerun the installer. You can download a new installer from your account’s download page | Topaz Labs | My Account | Download Page

Let me know how that goes for you and I’ll keep an eye out for your reply.

I did everything requested in both emails. Photoshop/file/automate/topaz photo AI and photo AI opened, ran for about 2 seconds, then crashed both photo AI and photoshop. I then opened Photo AI from application icon and got the log, and .zip it in your
dropbox. I also sent the raw file to your dropbox that I tried to open in photoshop that crashed when running photo AI. I have topaz: denoise, sharpen, and gigapixel and they all work fine in photoshop. Photo AI originally worked fine in photoshop also until I deleted it and loaded it on a external hard drive to try to open more space on my internal hard drive. Since then I have deleted everything everywhere with topaz photo AI and tried many times to install on my internal drive again. As of now I have
27 G of free space on my internal hard drive. Mac mini M1 chip Sonoma 14.1.1 Photoshop 25.11.0. Help. Steve Hayre

| john.topazlabs John S Topaz Photo AI Owner
July 25 |

  • | - |

Please follow the instructions below to perform a clean install to troubleshoot better why you had this problem with Topaz Photo AI:

  1. Be sure you have fully closed any plugins, such as Lightroom Classic, Photoshop, etc.
  2. Clear any previous plist files on your computer for Topaz Photo AI | Topaz Photo AI | plist Files Mac
  3. Disable any antivirus, firewall, VPN, or proxy software that might be active on your computer. These tools sometimes interfere with the installer’s ability to download the model files.
  4. Ensure that the Topaz Photo AI installer has all the proper settings in your system by going to your Mac System Settings > Privacy & Security tab and scrolling down to the security section. You will want to make sure you have ‘App Store and identified developers’ selected | MacOS | Example of Proper System Preferences
  5. Rerun the installer. You can download a new installer from your account’s download page | Topaz Labs | My Account | Download Page

Let me know how that goes for you and I’ll keep an eye out for your reply.

I was not able to replicate this behavior on my machine. Would you mind please taking a screen recording of this behavior so I can see exactly what is happening?

Loom is a great free application for this: Loom | Free Screen & Video Recording

I have recorded it at least 10 times but does not show when I try to play it. Installed on chrome, but photoshop is on a different tab. Can not find how to make the recording work.

I think I finally got it to work (the video that is)

System Settings - Accessibility - 25 July 2024

[

System Settings - Accessibility - 25 July 2024

Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeti…

](System Settings - Accessibility - 25 July 2024 | Loom)

I have recorded it at least 10 times but does not show when I try to play it. Installed on chrome, but photoshop is on a different tab. Can not find how to make the recording work.

Let’s try updating you to the most recent version release to see if this resolves the issue.

Please make sure you’ve also turned off any firewall, VPN, or proxy that may be on your computer. These are known to block the installation. Also, make sure there are no settings or configurations in your OS system that could interfere.

Try using the in-app update option or the link below to update:

Photo AI now WORKS from photoshop! I removed all plist then loaded the update over the existing Photo AI and no more crashes. Thank you for all your help. Steve Hayre

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