"Preprocessing failed" using Starlight on the cloud

Topaz Video Bugs and Issues
1

I updated to the newest Topaz Video, and since I have some credits, I thought I would try Starlight on the cloud. However, any video I have tried to upscale with has failed with the message “Preprocessing failed.” I have tried h264, prores 422 hq, mp4, mov, mkv, a variety. I’ve tried using videos that were both longer and shorter than the three minute limit. I’ve tried 720p to 1080p, 1080p to 4k, 720p to 720p, and 1080p to 1080p. 24p and 30p. I get the same result with Starlight Sharp. I have tried on 10g ethernet and on wifi. I have of course rebooted the application and computer itself more than once.

I am on a Mac Studio M2 Mac with 32GB RAM. macOS 26.0.1. I also tried on macOS 25 and got the same error.

2

Can you grab the logs from the app to send to the support team for review? Help@topazlabs.com

To gather logs, please select Help > Logging > Get Logs for Support and attach the zip file to your reply.

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