Random crashes on saving image

Photo AI Bugs and Issues
1

The UI of the app has become unstable over the last few days, frequently crashing after writing an image. No rhyme or reason, it will save the image and then disappear. There are also bugs related to opening files. Sometimes when I try to open a file Topaz will put up an open file dialog that appears to work, but when I select a file the “Open” button will not ungrey. Neither of these seems to have any correlation to what I am doing. Sometimes I simply open an image to resize it and Topas writes the file correctly then crashes, no dialog box or error message. It just disappears.

This is frequent, as in it seems to happen once for every 5-6 images I load.

Steps to reproduce issue:

  1. Use the app. Sorry can’t be more specific, there is no rhyme or reason that I can detect.

Topaz Photo AI [v2.4.1] on [Mac]

A console log post-crash follows:

Date/Time: 2024-03-24 07:38:53.509 -0500
End time: 2024-03-24 13:16:32.692 -0500
OS Version: macOS 14.3.1 (Build 23D60)
Architecture: x86_64h
Report Version: 44
Incident Identifier: 3E34F2AF-F98A-454D-A45D-B5EB54D2046C
Share With Devs: Yes

Data Source: Microstackshots
Shared Cache: 812473CC-F3EE-3C27-A996-84E3EBDC0DC8 slid base address 0x7ff807b47000, slide 0x7b47000

Command: Topaz Photo AI
Path: /Applications/Topaz Photo AI.app/Contents/MacOS/Topaz Photo AI
Identifier: com.topazlabs.TopazPhotoAI
Version: 2.4.1 (2.4.1)
Team ID: 3G3JE37ZHF
Is First Party: No
Resource Coalition ID: 70988
Architecture: x86_64
PID: 27786

Event: disk writes
Action taken: none
Writes: 2147.49 MB of file backed memory dirtied over 20259 seconds (106.00 KB per second average), exceeding limit of 24.86 KB per second over 86400 seconds
Writes limit: 2147.48 MB
Limit duration: 86400s
Writes caused: 2147.49 MB
Writes duration: 20259s
Duration: 20259.18s
Duration Sampled: 2388.10s
Steps: 64 (10.49 MB/step)

Hardware model: iMac19,1
Active cpus: 6
HW page size: 4096
VM page size: 4096

OS Cryptex File Extents: 63

Heaviest stack for the target process:
64 thread_start + 15 (libsystem_pthread.dylib + 7083) [0x7ff807f7dbab]
64 _pthread_start + 99 (libsystem_pthread.dylib + 25090) [0x7ff807f82202]
64 ??? (QtCore + 2186777) [0x107403e19]
64 QThread::exec() + 298 (QtCore + 1520890) [0x1073614fa]
64 QEventLoop::exec(QFlagsQEventLoop::ProcessEventsFlag) + 486 (QtCore + 579830) [0x10727b8f6]
64 QEventDispatcherUNIX::processEvents(QFlagsQEventLoop::ProcessEventsFlag) + 75 (QtCore + 2169019) [0x1073ff8bb]
64 QCoreApplicationPrivate::sendPostedEvents(QObject*, int, QThreadData*) + 1482 (QtCore + 544682) [0x107272faa]
64 QCoreApplication::notifyInternal2(QObject*, QEvent*) + 170 (QtCore + 540170) [0x107271e0a]
64 QApplication::notify(QObject*, QEvent*) + 498 (QtWidgets + 60050) [0x10484fa92]
64 QApplicationPrivate::notify_helper(QObject*, QEvent*) + 247 (QtWidgets + 56455) [0x10484ec87]
64 QObject::event(QEvent*) + 593 (QtCore + 830753) [0x1072b8d21]
25 TImageWriterOutput::write(QString const&) + 492 (libimageio.dylib + 322540) [0x104f33bec]
25 TImageWriterOutput::writeImage(QString const&, QMap<QString, QVariant>&) + 6926 (libimageio.dylib + 337294) [0x104f3758e]
25 OpenImageIO_v2_4::ImageOutput::write_image(OpenImageIO_v2_4::TypeDesc, void const*, long long, long long, long long, bool ()(void, float), void*) + 937 (libOpenImageIO.2.4.11.dylib + 3840425) [0x10cbe99a9]
25 OpenImageIO_v2_4::TIFFOutput::write_scanlines(int, int, int, OpenImageIO_v2_4::TypeDesc, void const*, long long, long long) + 1893 (libOpenImageIO.2.4.11.dylib + 5313221) [0x10cd512c5]
25 TIFFWriteRawStrip + 235 (libOpenImageIO.2.4.11.dylib + 15023419) [0x10d693d3b]
25 TIFFAppendToStrip + 720 (libOpenImageIO.2.4.11.dylib + 15022960) [0x10d693b70]
25 write + 10 (libsystem_kernel.dylib + 18494) [0x7ff807f4583e]

Powerstats for: Topaz Photo AI [27786] [unique pid 127068]
UUID: 3B213B10-C524-300B-BA9F-DA6CD9171599
Path: /Applications/Topaz Photo AI.app/Contents/MacOS/Topaz Photo AI
Identifier: com.topazlabs.TopazPhotoAI
Version: 2.4.1 (2.4.1)
Team ID: 3G3JE37ZHF
Is First Party: No
Resource Coalition ID: 70988
Architecture: x86_64
Footprint: 466.91 MB → 917.54 MB (+450.63 MB)
Pageins: 100958 pages
Start time: 2024-03-24 12:36:44.591 -0500
End time: 2024-03-24 13:16:32.686 -0500
Num samples: 64 (100%)
Primary state: 64 samples Frontmost App, Non-Suppressed, Kernel mode, Effective Thread QoS Default, Requested Thread QoS Default, Override Thread QoS Unspecified
User Activity: 0 samples Idle, 64 samples Active
Power Source: 0 samples on Battery, 64 samples on AC
64 thread_start + 15 (libsystem_pthread.dylib + 7083) [0x7ff807f7dbab]
64 _pthread_start + 99 (libsystem_pthread.dylib + 25090) [0x7ff807f82202]
64 ??? (QtCore + 2186777) [0x107403e19]
64 QThread::exec() + 298 (QtCore + 1520890) [0x1073614fa]
64 QEventLoop::exec(QFlagsQEventLoop::ProcessEventsFlag) + 486 (QtCore + 579830) [0x10727b8f6]
64 QEventDispatcherUNIX::processEvents(QFlagsQEventLoop::ProcessEventsFlag) + 75 (QtCore + 2169019) [0x1073ff8bb]
64 QCoreApplicationPrivate::sendPostedEvents(QObject*, int, QThreadData*) + 1482 (QtCore + 544682) [0x107272faa]
64 QCoreApplication::notifyInternal2(QObject*, QEvent*) + 170 (QtCore + 540170) [0x107271e0a]
64 QApplication::notify(QObject*, QEvent*) + 498 (QtWidgets + 60050) [0x10484fa92]
64 QApplicationPrivate::notify_helper(QObject*, QEvent*) + 247 (QtWidgets + 56455) [0x10484ec87]
64 QObject::event(QEvent*) + 593 (QtCore + 830753) [0x1072b8d21]
25 TImageWriterOutput::write(QString const&) + 492 (libimageio.dylib + 322540) [0x104f33bec]
25 TImageWriterOutput::writeImage(QString const&, QMap<QString, QVariant>&) + 6926 (libimageio.dylib + 337294) [0x104f3758e]
25 OpenImageIO_v2_4::ImageOutput::write_image(OpenImageIO_v2_4::TypeDesc, void const*, long long, long long, long long, bool ()(void, float), void*) + 937 (libOpenImageIO.2.4.11.dylib + 3840425) [0x10cbe99a9]
25 OpenImageIO_v2_4::TIFFOutput::write_scanlines(int, int, int, OpenImageIO_v2_4::TypeDesc, void const*, long long, long long) + 1893 (libOpenImageIO.2.4.11.dylib + 5313221) [0x10cd512c5]
25 TIFFWriteRawStrip + 235 (libOpenImageIO.2.4.11.dylib + 15023419) [0x10d693d3b]
25 TIFFAppendToStrip + 720 (libOpenImageIO.2.4.11.dylib + 15022960) [0x10d693b70]
25 write + 10 (libsystem_kernel.dylib + 18494) [0x7ff807f4583e]
21 QtPrivate::QCallableObject<void (TExifToolWorker::)(QUuid, QString const&, QString const&, QMap<QString, QVariant> const&, float, int), QtPrivate::List<QUuid, QString const&, QString const&, QMap<QString, QVariant> const&, float, int>, void>::impl(int, QtPrivate::QSlotObjectBase, QObject*, void**, bool*) + 151 (libtexiftool.dylib + 51623) [0x1050219a7]
21 TExifToolWorker::copyMetadata(QUuid, QString const&, QString const&, QMap<QString, QVariant> const&, float, int) + 4646 (libtexiftool.dylib + 70998) [0x105026556]
21 exiftool_WriteInfo + 144 (libexiftool.dylib + 18080) [0x10a8f66a0]
21 Perl_call_sv + 636 (libexiftool.dylib + 223500) [0x10a92890c]
21 Perl_runops_standard + 22 (libexiftool.dylib + 954662) [0x10a9db126]
21 Perl_pp_entereval + 59 (libexiftool.dylib + 1294923) [0x10aa2e24b]
21 S_docatch + 165 (libexiftool.dylib + 1294581) [0x10aa2e0f5]
21 Perl_runops_standard + 22 (libexiftool.dylib + 954662) [0x10a9db126]
21 Perl_pp_print + 607 (libexiftool.dylib + 972335) [0x10a9df62f]
21 Perl_do_print + 494 (libexiftool.dylib + 1405374) [0x10aa491be]
21 PerlIOBuf_write + 522 (libexiftool.dylib + 1632570) [0x10aa8093a]
21 PerlIOBuf_flush + 179 (libexiftool.dylib + 1630259) [0x10aa80033]
21 write + 10 (libsystem_kernel.dylib + 18494) [0x7ff807f4583e]
18 TImageWriterWorker::estimateFileSize(QMap<QString, QVariant> const&, QString const&, QMap<QString, QVariant> const&) + 2911 (libimageio.dylib + 354063) [0x104f3b70f]
18 TImageWriterOutput::write(QString const&) + 492 (libimageio.dylib + 322540) [0x104f33bec]
18 TImageWriterOutput::writeImage(QString const&, QMap<QString, QVariant>&) + 6926 (libimageio.dylib + 337294) [0x104f3758e]
18 OpenImageIO_v2_4::ImageOutput::write_image(OpenImageIO_v2_4::TypeDesc, void const*, long long, long long, long long, bool ()(void, float), void*) + 937 (libOpenImageIO.2.4.11.dylib + 3840425) [0x10cbe99a9]
18 OpenImageIO_v2_4::TIFFOutput::write_scanlines(int, int, int, OpenImageIO_v2_4::TypeDesc, void const*, long long, long long) + 1893 (libOpenImageIO.2.4.11.dylib + 5313221) [0x10cd512c5]
18 TIFFWriteRawStrip + 235 (libOpenImageIO.2.4.11.dylib + 15023419) [0x10d693d3b]
18 TIFFAppendToStrip + 720 (libOpenImageIO.2.4.11.dylib + 15022960) [0x10d693b70]
18 write + 10 (libsystem_kernel.dylib + 18494) [0x7ff807f4583e]

Binary Images:
0x100115000 - ??? com.topazlabs.TopazPhotoAI 2.4.1 (2.4.1) <3B213B10-C524-300B-BA9F-DA6CD9171599> /Applications/Topaz Photo AI.app/Contents/MacOS/Topaz Photo AI
0x104841000 - 0x104d3cfff org.qt-project.QtWidgets 6.6 (6.6.1) /Applications/Topaz Photo AI.app/Contents/Frameworks/QtWidgets.framework/Versions/A/QtWidgets
0x104ee5000 - 0x104f60fff libimageio.dylib (0) /Applications/Topaz Photo AI.app/Contents/Frameworks/libimageio.dylib
0x105015000 - 0x105034fff libtexiftool.dylib (0) <802A33E6-5DA7-3C42-953D-8FD70E2EB073> /Applications/Topaz Photo AI.app/Contents/Frameworks/libtexiftool.dylib
0x1071ee000 - 0x107725fff org.qt-project.QtCore 6.6 (6.6.1) <0DE750CF-2DBD-3F73-A6B5-5E8EB7F6EE04> /Applications/Topaz Photo AI.app/Contents/Frameworks/QtCore.framework/Versions/A/QtCore
0x10a8f2000 - 0x10ba6dfff libexiftool.dylib (0) /Applications/Topaz Photo AI.app/Contents/Frameworks/libexiftool.dylib
0x10c840000 - 0x10e3dffff libOpenImageIO.2.4.11.dylib (0) /Applications/Topaz Photo AI.app/Contents/Frameworks/libOpenImageIO.2.4.11.dylib
0x7ff807f41000 - 0x7ff807f7bff7 libsystem_kernel.dylib (10002.81.5) <3E22FB41-20E3-3568-A00B-D8E901E333BF> /usr/lib/system/libsystem_kernel.dylib
0x7ff807f7c000 - 0x7ff807f87fff libsystem_pthread.dylib (519) <0F6C8ECC-A9BD-39C6-9F41-A8B9159201EB> /usr/lib/system/libsystem_pthread.dylib

2

Please follow the instructions below to perform a clean install to better troubleshoot why you had this problem with Topaz Photo AI:

Start by clearing any previous plist files that are on your computer for Topaz Photo AI by following the steps in the link below:

Topaz Photo AI | plist Files Mac

After you have done this, disable any antivirus, firewall, VPN, or proxy software that might be active on your computer. These tools are sometimes known to interfere with the installer’s ability to download the model files.

Please also 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 'App Store and identified developers ’ selected. Here is a video example:

Example of Proper System Preferences

Finally, rerun the installer. You can download a new installer from the downloads page directly :

Topaz Labs Download Page

Let me know how that goes for you and I’ll keep an eye out for your reply.

3

I have a similar problem.
Using Photo AI 2.4.1 as standalone, on Windows 11, 128GB RAM
After about 60 images in batch processing, Photo AI stops without an error message.
I have uninstalled and reinstalled from a new download but have the same problem.
RAM used keeps going up with each conversion with nothing else running.

4

OK, I followed all of the steps and reinstalled the software. I’ll let you know if anything changes.

5

Crashing again. I copied the logs out of the folder to send you. No error message, the app just disappears when I save a file. I went through all of the steps to wipe out the plist files and re-download.

6

John,

I followed the steps you outlined but that does not fix the issue. I successfully processed about five files, and then on the sixth the app simply disappeared when I pressed save. Log files attached.

2024-03-24-16-39-43.tzlog (741 KB)

2024-03-24-16-57-21.tzlog (238 KB)

2024-03-26-17-55-30.tzlog (279 KB)

2024-03-26-19-52-6.tzlog (33.4 KB)

2024-03-26-19-56-33.tzlog (304 KB)

2024-03-27-08-35-3.tzlog (684 KB)

2024-03-27-10-08-9.tzlog (914 KB)

2024-03-27-13-06-39.tzlog (972 KB)

2024-03-27-13-37-49.tzlog (304 KB)

2024-03-27-17-08-7.tzlog (1.67 MB)

2024-03-27-18-00-6.tzlog (23.7 KB)

lastSessionFiles.txt (93 Bytes)

7

Thanks for sending those log files in to us here.
We have recently released an update for v2.4.2 and would like to try updating you to the most recent version release to see if this resolves the issue.

Please make sure you’ve also turned off any firewall, VPN, or proxy that may be on your computer. These are known to block the installation. Also, make sure there are no settings or configurations in your OS system that could interfere.

Try using the appropriate OS system link to update:

If you are still experiencing problems, please reach out to us at the following link:

Topaz Labs | Support Page