It’s almost 2 months since Big Sur was introduced and the support from Topaz is abysmal.
Both Jpeg to Raw and Adjust Ai will not open on Big Sur!!!
These products should not be sold if they are unable to run on the current Mac OS
3 Likes
I’ve just bought JPEG to RAW software and I’m shocked that any company is selling software knowing it will not run on Big Sur (Topaz aren’t the only ones).
Even worse is the fact that it is over 2 months and there is no fix, but still they sell it without any warning that a customer will have to wait for a fix.
**** WILL TOPAZ LABS EXTEND OUR WARRANTIES (UPDATES) FOR 1 YEAR AS OF THE DATE IT IS OFFICIALLY FIXED (NOT BETA FIXED)? ****
3 Likes
JPEG to RAW is not subject to update costs.
I believe there is an app on GitHub called Retroactive and by using it you may be able to run Adjust AI and JPEG to RAW in the interim.
As a Mac user, I’ll give it a try and report back. Providing I can get a trial of one or other of the Topaz apps.
Retroactive does NOT work with third party apps in Big Sur. Only the legacy Apple apps: iTunes, Aperture and iPhoto.
2 Likes
Thanks for testing there is also another option I have seen others use on other forums called Rosetta 2 but I am not sure if that is only for the new Apple chips.
Rosetta 2 only works with the M1 chip. So for anyone running Big Sur on an Intel chip, like me, accessing Topaz apps that haven’t been updated is not an option.
Thank you.
Hi when will Adjust AI be fixed? I migrated to Big Sur and Gigapixel and Sharpen seem OK but Adjust is broken. Not tried others as yet… Big Sur has been out a while now…
1 Like
Just raise a support request at the main website as they will be able to give an answer, this is a user to user forum.
Seldomly read so much discrepancy in one post…
1 Like
Just tested this on my Mac Pro, Topaz Studio 2 works but other apps remains to be a problem.
It has been almost two months, longer if you count Big Sur beta release . Why they can’t fix a simple program crash issue?
1 Like
It seems that you may have other issues because Studio 2 has not been updated as JPEG to RAW wasn’t updated either.
I guess you just recently updated to 11.1? And 2 days after that update they released the 11.2 beta on December 16, 2020 so they do have inherent problems.
Please raise a support request for any of GigaPixel AI, Sharpen AI, Mask AI or DeNoise AI if they have been reinstalled since the v11.1 update of Big Sur and they are crashing. Go to the main website support page.
In their announcement Adjust AI, Jpeg to RAW AI, and Studio 2 are the ones that has compatibility issues. For some reason I can open Studio 2 though it crashes more than it should. Adjust AI and JPEG to RAW won’t work at all. I am not sure what difference can support request be made given they are known issues but fail to update the apps.
For other limited upgrade period app they did not make any announcement nor did I found any issue yet.
This is a pretty bad experience, particularly for issues they already know for two months. I wonder why they couldn’t fix some simple crash? I was working with my team fixing our open source app crash for new MacOS before so I had first hand experience to know that it is not hard at all, likely just some API or library interface update. It looks like they might have completely abandoned these apps but somewhat still try to sell it to customers? There is a basic standard to service paying users and I did not find any with these apps.
3 Likes
They have already stated that these 3 apps will take time to update, the reason I asked you to raise a support request is that you said “Topaz Studio 2 works but other apps remains to be a problem” but if you mean only JPEG to RAW and Adjust AI then they are included in the statement.
Remember this is a user to user forum … if you want an answer from Topaz use the support page of the main website.
My primary purpose updating on this thread is to share a status update from my latest test, particularly my Mac is an Intel one that doesn’t require any ARM related code change or instruction emulator. The rest of it is just my deep confusion why they can’t do a API update first to make the program working again, but I don’t expect the company to give me any response hence its a user talk.
My guess would be that either they lose some critical member in their team or they are way too stripped to even assign a few man-day to get the work done. Either way they won’t tell us that even if it’s true.
4 Likes
I’m sorry to say so, but you act more like a representative of Topaz Labs instead of a member from this forum that happens to be a moderator. It’s totally nuts what is going on at Topaz and I’m sure you know it, but for what ever reason trying to defend what is going on. I gave up months ago! Total lack of communication, Paid upgrade policy but no change at all in the way things are going.
marinna.a.cole is totally right about what she says!
3 Likes
If Topaz Support is not already aware of this problem, they don’t deserve to be in business. I see no point in sending another redundant support request
What people are wondering about here is why support is dragging their feet
-are they understaffed?
-are they incapable of updating the apps to support Big Sur?
-how much longer is this going to continue?
-why are they still selling products that do not work in the most recent Mac OS?
3 Likes
A couple of points here:
- I am not defending Topaz, merely repeating the statement as most people don’t read the thread in its entirety
- As a user who donates their time to help people experiencing issues with the day to day operation of Topaz products, as do others, I have no knowledge of of their internal operations.
- As you also know, none of the 3 affected apps are subject to upgrade charges.
1 Like
