Preview broken. I get a blank screen

When I use the Photoshop TPAI Plug in (filter>Topaz Photo AI) the Preview rectangle is pure white. I cannot see the image.
On the other hand, if I open TPAI as a separate app and drag the image to it , or browse and select it, everything works fine.
There is something broken when I use the Plug-in.
Is there a way to fix this?
Steps to reproduce issue:

  1. Open an image in Photoshop (latest version)
  2. Click on Filter>Topaz Photo AI
  3. When Topaz Photo AI opens, the image Preview rectangle is pure white. No image there.

Topaz Photo AI [v3.2.0] on [Mac OS 14.6.1]

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 installerā€™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 ā€˜App Store and identified developersā€™ selected | MacOS | Example of Proper System Preferences
  5. Rerun the installer. You can download a new installer from your accountā€™s download page | Topaz Labs | My Account | Download Page

Let me know how that goes for you and Iā€™ll keep an eye out for your reply.

Hi John.

I think I found the problem, and it is a bug either in TPAI or in Photoshop.

Here it is:

If you have a TIFF image with layers open in Photoshop, and the last edit you did was something like curves or saturationā€¦etc., the last edit layer is automatically selected. If you use the Plugin to export to TPAI you get the white preview screen.

On the other hand, if you click on the background layer before you click on the plugin everything works ALMOST fine.

I say ALMOST because what I get is a screen with the queue that shows the Photoshop image and ā€œskipped, no edits appliedā€. Once I click on the x on the upper right hand corner to close that window, everything is normal.

Any thoughts?

Mark

Would you mind 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 will be glad to do it.

I am totally slammed this evening and most of tomorrow morning, so I will do it tomorrow afternoon.

Cheers.

Mark

1 Like

Hello -

Same issue. From above instructions, removed preferences and then the existing 3.2.0. Photo AI app. Reinstalled with no change. 2018 Mac Mini on Sonoma 14.6.1, Photoshop 24 v25.11.0, 64GB RAM, 8GB eGPU.

Thanks.

Hmmmmm ā€¦ canā€™t seem to get my screenshot to upload either w/ the upload feature here or as a copy and paste.

???

My bad. Screenshot lop appearing.

Attachments available until Sep 28, 2024

Hi John.

Sorry I did not use Loom, because I work with dual screens (which it does not appear to support) and I am very security and privacy conscious.

Instead, I took two short movies with my phone that highlight the problem.

Here you go:

Click to Download

IMG_6113.mov
89.3 MB

Click to Download

IMG_6114.mov
104.6 MB

Cheers.

Mark

@tombrayne @mark.dubovoy

Iā€™d like to get some more information to help troubleshoot the problem you are having.

Could you send us your computerā€™s full system profile?

Also if you can, please try to recreate this workflow and problem 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

Hello John S. -

My system report now in your Dropbox. I had put the mini to sleep when I left to teach yesterday afternoon and this morning after seeing your note came into my office and woke it up. Low and behold your preview box was populated. I closed out of Photo AI which as Iā€™d used as a plug in to PS and went back to access it via filter menu in Photoshop. Itā€™s now been 28 minutes since attempting to access and I still have a blank preview screen. Somehow it appears to be a lack of communication between apps. Iā€™ll try using as a stand alone momentarily. Stand alone allows me to select a file to open, then stalls out with a blank preview screen. Have also just uploaded Logs folder to your Dropbox. Please let me know what you find. I do have a couple fines I need to work on shortly.

Thank you for the assistance.

Tom Brayne

To help troubleshoot this problem, Iā€™d like for you to follow the directions below:

Topaz Photo AI | plist Deletion

I will note that Intel CPU Mac devices are slightly underpowered for AI processing and will perform slower. We have some more information on our Topaz Labs Documentation page that I will link below for your review:

Topaz Photo AI | System Requirements

You can also try adjusting your AI Processor to run on your CPU. To do this, please open Topaz Photo AI, go to Preferences > General , and set the AI Processor to CPU .

Many users with Intel MacOS machines have reported that Topaz Photo AI v3.0.4 or v2.4.2 is most suited for their needs and experiences, as well as better processing times and consistent edits and displays. I have included a link to that those previous version below if you would like to revert to this version for your machine:

Alright, thank you for your assistance. A bit disappointing, but I will see if installing an earlier version will run. Seems like I was able to run 3.0.xx on the 2010 MacPro w/ 6 core 3.33GHz that I finally moved on from and into the mini.

TB

Hi John.

I just uploaded my full system profile and the Log folder to your Dropbox.

And BTW, in addition to the problem, another thing that is happening is that after making my adjustments with TPAI, when I export the file back to Photoshop and TPAI quits, my tool bar in Photoshop has moved from its proper position in my workspace which is in the Secondary display to the top right of the Primary display.

I have to either move the tool bar out of the Primary display and place it in the correct position in the Secondary display or re-enter my working space.

As you can imagine, this is not a huge deal, but it is pretty annoying. You may want to look into this also.

Thank you.

Mark

I trashed PAI 3.2.0 and prefs and installed 3.0.4 which seems to launch and work as expected. What is the huge difference between 3.0.4 and 3.2.0 that would cause 3.2.0 not to launch?

Thanks.

TB

Hi John.

I sent you the system profile as well as the log folder and I. Have not hear anything about this issue since then.

Did you find the source of the problem? Is a fix being implemented?

Please let me know.

Thank you.

Mark

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