Photoshop crashing after export from Topaz Photo AI

[michael.collinson]

We have had a consistant issue with Photoshop crashing after the image was edited using Topaz plugin. It has happened on all releases of Photoshop and Topaz and with all the video driver updates.

Steps to reproduce issue:

1. Open in Photoshop
2. Crop image in Photoshop
3. Run either automate or plugin
4. Export back to Photoshop
5. Image exports but Photoshop crashes.

We were able to determine it was due to cropping with the Delete Cropped Pixels box unchecked. Once the crop was done with the cropped pixels deleted, the image exported into Photoshop properly.

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Topaz Photo AI v3.3.2 on Windows

[john.topazlabs (John S)]

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?

• How To Obtain Your System Profile (Windows)

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.

Dropbox File Request

[michael.collinson]

Hi John. I have uploaded the requested files into drop box.

[john.topazlabs (John S)]

Thanks for sending in that information.

I want to see if updating your GPU driver will resolve the problem, as there is a more up-to-date driver that has been released.

Please use the following link to update your driver:

Driver Details | NVIDIA

After the update, let me know if you are still experiencing the problem.

[michael.collinson]

Hi John. I performed the update but the same behavior persists. Additionally, we have a second PC running the same software also exhibiting this behavior. We can turn it on and off. By unchecking the Delete Cropped Pixels and cropping an image. Photoshop will crash upon export of the image from Topaz. If the Delete Cropped Pixels box is checked. Photoshop will not crash upon export of the image from Topaz. Fortunately, once we realized it we simply keep the box checked. So it is not creating an issue for us anymore. I just thought it something you might want to investigate.