[RESOLVED BY UPDATING TO LATEST] - v3.3.1 crashes when trying to open arw/jpg files

Topaz Photo AI Bugs and Issues
1

[Please describe your issue here. Try to include logs (Help → Logging) and add screenshots if necessary.]

Steps to reproduce issue:

  1. Step 1
  2. Step 2
  3. Step 3

Topaz Photo AI [v3.3.1] on [Windows/Mac]

1 Like
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I’d like to get some more information to help troubleshoot the problem you are having.

Could you send us your computer’s full system profile?

Also if you can, please try to recreate this crash 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

3

Hi John,

Just sent you the rquested files.

Thank you for your assistance and support.

Best regards,

Paul

6

Have same issue, here my logs
Logs.zip (125.6 KB)

7

Constantly crashing on any file, crash report attached
crash.txt (157.7 KB)

8

I am also having an issue with it crashing. is it possible to get help?

9

I have to downgrade to 3.1 which seems more stable than 3.2 and 3.3

10

Unfortunately, the problem still exists in 3.4, have to use 3.1.

  • 3.2 autopilot not applied for batch processing
  • 3.3-3.4 crash while analyzing opened images
    Hope the team can fix it.
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If you are still experiencing problems please reach out to us at the following link:

Topaz Labs | Support Page

Or you can send us an email at help@topazlabs.com

12

Hi! Looks like issues with these crashes are finally fixed in 3.4.3. Thanks!

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Great to hear @quirksoft-5927 !

@rachelle.moore - seeing we spoke on your support email on December 9th. Since then there has been a fix found. You can go on the latest version and then do this:

  • Delete CoreML Cache Folder
  • Important: Use the path with the tilde sign, like this one ~/Library/Application Support
  • Send me a screenshot of the folder you are in if you cannot find it. Make sure to use the ~ sign, and it will bring you to the correct place. Macs have 2 Application Support folders, and you will have to be in the correct one to delete this folder.

We will still circle back, on that email thread we have together, once a permanent fix released!