Recovering faces takes forever and then produces an error

[wsyacy]

Running Super Focus is bad enough taking hours to complere, but Recover Faces is even worse, taking hours and then crashing! Not sure if the attached file is what is appropriate.

---

Topaz Photo AI [v1.x.x] on [Windows/Mac]
2024-10-20-10-18-47.tzlog (78.8 KB)

[krista.fleming]

same issue as described

[john.topazlabs (John S)]

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 installer’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 ‘App Store and identified developers’ selected | MacOS | Example of Proper System Preferences
5. Rerun the installer. You can download a new installer from your account’s download page | Topaz Labs | My Account | Download Page

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

If it does not resolve the problem you are reporting we will need the following information:

Log Files

• To gather logs, open Photo AI go to the menu bar on top, and 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 email.

System Profile Information

• How To Obtain Your System Profile (Mac)

  • This will create a .spx file that you can send in to us for review.

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.

Dropbox File Request

[wsyacy]

Thanks John - will do! I did include the log in the initial correspondance…

Scott

[john.topazlabs (John S)]

Let me know how the clean install goes for you and if you have any other questions in the meantime you can reach out to me here or send an email to our team at help@topazlabs.com.

[wsyacy]

Hi John,

I reinstalled per your instructions (I removed 3 Topaz Photo AI plist files).

I first tested on your man-on-the-beach image of 366kb and all worked quickly (couple minutes for the super focus). I then tried it on a 22mb photo ( Dropbox ) with two large faces and it was listed as 222min (!) for the super focus. The Face Recover I stopped after 12 minutes while it was still running, if I did it correctly. It doesn’t give a time that it expects to be done.

Hope this helps. As it stands, I can’t see using those features on typical large images.

Thank you,

Scott

[wsyacy]

BTW, attached is are Super Focus screen captures of a song sparrow (with and without arrows to indicate por changes) and you can see that it has created changes to the structure that are not based on the underlying image, in my opinion.

Thanks,

Scott