its borked for me, constantly crashes a few seconds into processing. other models work fine.
system.txt (2.4 MB)
logsForSupport.tar.gz (191.5 KB)
Can you please switch the audio selection to Transcode or None instead of Auto?
artemis works fine, the other two work, its just proteus… but proteus is the one i’ve used the most for what i do.
Thank you for the update! Our team believes that this should be fixed in v3.3. Please perform a clean install and try again.
Did you perform a clean install prior to updating? If you did not, please do so with these steps:
-
Uninstall Topaz Video AI
-
Delete the AppData > Roaming Folders for Topaz Video AI
As a note, this folder will be hidden. To view this file, select View > Show Hidden, and here is the path;
C:\Users<username>\AppData\Roaming\ Topaz Labs LLC\ Topaz Video AI -
Delete Registry Entries using the steps below:
Open program RegEdit from your Start menu explorer and delete the registry entries of Topaz Video AI
I. Computer\HKEY_CURRENT_USER\Software\Topaz Labs LLC\ Topaz Video AI
- Reboot Computer
- Reinstall
ahh sorry, i had just done a full uninstall through the uninstaller earlier.
i’ve followed your instructions and unfortunately it’s still happening
logsForSupport.tar.gz (1.2 KB)
i’ve also tried changing the audio selection, the container, and the encoder
Thank you for updating me, I am sorry that this has not yet been resolved.
Our developers are looking into this case and I will update you ASAP
that’s great to hear, i appreciate it. thank you!
I just took a look at your logs and I see that the folder is empty 
Can you please enable logging, recreate the failure and then post the new folder here so I can add it to your case?
that’s odd, i do have logging enabled. here’s the logs from yesterday when i was testing things. i’ve opened it to make sure it has contents.
logsForSupport.tar.gz (40.4 KB)
Thank you 
The error is; Unable to open file “P:/Vast Horizons Digitization/Elizabeth Kurata/05/05 Clipped_prob3_temp.mp4”
Make sure that Topaz Video AI has read/write permissions and that the path exists. After, restart the app and try again. If that does not work, please let me know.
You’re welcome! It absolutely does have permissions. Like I’ve said before, I don’t have any issues using other models. Only Proteus is throwing up this error. It doesn’t matter what the path is or what specific video I’m trying to upscale.
Here, I’ve just upscaled a video using Artemis and Gaia. When I try to use, Proteus, it breaks:
here are my new logs
logsForSupport.tar.gz (33.5 KB)
thank you!
We are stumped! I just added all of the new logs to the case file and I will update you with an answer ASAP
i wish you the best of luck 
i can get by with art and gaia but i really do miss the fine tuning options proteus has
also, i appreciate how responsive you’ve been.
It is quite an odd issue! Can you run Iris?
iris… crashes! same behavior as proteus from my perspective. went ahead and tested theia as well and it works fine.
here’s the logs with the iris crash
logsForSupport.tar.gz (113.4 KB)
try it - for UHD content
Proteus/Iris
PS
these filters work anyway (always)
and 4k content - the image quality is good - it needs to be improved a little
