[RESOLVED by installing missing models] - App crashes when I try to open file/picture

Topaz Photo AI Bugs and Issues
1

I just installed Photo AI 3 and tried to open a file. It does´nt matter which file I choose, the app crashes!

Steps to reproduce issue:

  1. Step 1: browse to image
  2. Step 2: click on image
  3. Step 3 A window is popping up and says something like “some models file need to be redownloaded …” and then app crashes

Topaz Photo AI 3 on Windows 10 Prof

2

these
2024-12-14-16-19-27.tzlog (47.9 KB)
2024-12-14-16-15-42.tzlog (661.8 KB)
are some recent log files

3

I’m getting the same issue - trial version on Windows 11.
If I drag/drop it crashes straight away. If I browse it does some analyzing and then crashes.

4

@jochen.machwart Your logs show you have 117 missing AI models. Missing models means that a security program on your computer blocked some of the AI models from downloading.

Here are the steps to download the missing models.
NOTE: Because the models were previously blocked from downloading, it’s very important to momentarily turn off any security software you have before re-installing. This can be VPN, proxy, firewall, anti-virus software, cloud settings, or Windows Defender / Windows Defender SmartScreen, for example. You may need to test rerunning the installer below with a mobile hotspot, to rule out the router being the issue.

  1. Once all security features turned off, rerun a fresh installer: Photo AI v3.4.3 - Windows: Download
    IMPORTANT: Do not perform any uninstallation; only rerun this installer in REPAIR.
  2. Once done, please retry opening to see if you have all the models installed.

@simon_heffer - send me your logs and System Profile to support@topazlabs.com and we can have a look. For Logs, open Photo AI and go to Help > Open Logs folder and send me all the logs. For the System Profile: How To Obtain Your System Profile (Windows).

6

I just downloaded photo AI (windows 10). I tried to edit in LR classic and stand alone and got the same results of it crashing immediately (with LR) or after a few seconds, stand alone. My laptop exceeds the system requirements.

Update; The issue was virus blocking software and a VPN running during installation. After turning both off, I was able to redownload and repair photo AI. Now it works.

Steps to reproduce issue:

  1. Step 1 -start photo AI
  2. Step 2- drag/select photo
  3. Step 3- app crashes after this message.
    Screenshot (197)
    Screenshot (197)1913×1087 128 KB

    Processing: 2024-12-18-20-07-25.tzlog…Processing: 2024-12-18-20-22-34.tzlog…Processing: lastSessionFiles.txt…
    2024-12-18-20-00-57.tzlog (95.7 KB)

Topaz Photo AI [v1.x.x] on [Windows/Mac]
2024-12-18-19-57-44.tzlog (47.7 KB)
2024-12-18-20-00-57.tzlog (95.7 KB)
2024-12-18-20-07-25.tzlog (95.5 KB)
2024-12-18-20-22-34.tzlog (111.5 KB)
2024-12-18-19-56-55.tzlog (79.8 KB)

1 Like
7

@sam.norris

Please see the solution at the top to resolve your issue. If it’s still not working, please send us a message at support@topazlabs.com and we will assist you.