Sharpen AI crashes on Mac, on startup

Topaz Products Product Technical Support
1

I am no longer able to start Sharpen AI on Mac (latest versions of all software, M1 Max MacBook Pro)
This is an urgent issue, I would greatly appreciate a timely response.

Below is the information from the crash report:

Binary Images:
0x1166c8000 - 0x1166fbfff libqtlabsplatformplugin.dylib () <8a4b3512-3ec2-3ad1-affa-a9bddad64fc7> /Applications/Topaz Sharpen AI.app/Contents/Resources/qml/Qt/labs/platform/libqtlabsplatformplugin.dylib
0x102c7c000 - 0x102fcbfff org.qt-project.QtQml (6.2) /Applications/Topaz Sharpen AI.app/Contents/Frameworks/QtQml.framework/Versions/A/QtQml
0x105ac8000 - 0x105f07fff org.qt-project.QtCore (6.2) /Applications/Topaz Sharpen AI.app/Contents/Frameworks/QtCore.framework/Versions/A/QtCore
0x102950000 - 0x1029bbfff org.qt-project.QtQmlModels (6.2) <3553b600-800e-37dc-8fbc-a21284964cf2> /Applications/Topaz Sharpen AI.app/Contents/Frameworks/QtQmlModels.framework/Versions/A/QtQmlModels
0x1055fc000 - 0x10596ffff org.qt-project.QtQuick (6.2) /Applications/Topaz Sharpen AI.app/Contents/Frameworks/QtQuick.framework/Versions/A/QtQuick
0x105064000 - 0x1054a3fff org.qt-project.QtWidgets (6.2) /Applications/Topaz Sharpen AI.app/Contents/Frameworks/QtWidgets.framework/Versions/A/QtWidgets
0x107c00000 - 0x107c93fff libqcocoa.dylib () <3fa87c93-d2df-3486-8a9a-bffe6765fea5> /Applications/Topaz Sharpen AI.app/Contents/PlugIns/platforms/libqcocoa.dylib
0x1ac2b8000 - 0x1ac78ffff com.apple.CoreFoundation (6.9) <18260df4-69a8-30d3-8175-fb8ae7ae7709> /System/Library/Frameworks/CoreFoundation.framework/Versions/A/CoreFoundation
0x1b59e6000 - 0x1b5d19fff com.apple.HIToolbox (2.1.1) /System/Library/Frameworks/Carbon.framework/Versions/A/Frameworks/HIToolbox.framework/Versions/A/HIToolbox
0x1af584000 - 0x1b048ffff com.apple.AppKit (6.9) <7758f868-3402-3892-8b75-66ab0b883af6> /System/Library/Frameworks/AppKit.framework/Versions/C/AppKit
0x10240c000 - 0x1027effff com.topazlabs.TopazSharpenAI (4.1.0) <6badb8cb-1e2d-3832-9f43-029e3a80516d> /Applications/Topaz Sharpen AI.app/Contents/MacOS/Topaz Sharpen AI
0x1abf2a000 - 0x1abfb4ba3 dyld () /usr/lib/dyld
0x1ac253000 - 0x1ac25fffb libsystem_pthread.dylib () <9f3b729a-ed04-3e65-adac-d75ad06ebbdc> /usr/lib/system/libsystem_pthread.dylib
0x1ac219000 - 0x1ac252feb libsystem_kernel.dylib () <6b682e21-fd96-3a5a-8260-fce367258252> /usr/lib/system/libsystem_kernel.dylib
0x1b417f000 - 0x1b41e0fff com.apple.CoreVideo (1.8) <9147e445-3e39-3d2b-b970-5b8a51a4c869> /System/Library/Frameworks/CoreVideo.framework/Versions/A/CoreVideo
0x0 - 0xffffffffffffffff ??? () <00000000-0000-0000-0000-000000000000> ???

External Modification Summary:
Calls made by other processes targeting this process:
task_for_pid: 0
thread_create: 0
thread_set_state: 0
Calls made by this process:
task_for_pid: 0
thread_create: 0
thread_set_state: 0
Calls made by all processes on this machine:
task_for_pid: 0
thread_create: 0
thread_set_state: 0

VM Region Summary:
ReadOnly portion of Libraries: Total=1.2G resident=0K(0%) swapped_out_or_unallocated=1.2G(100%)
Writable regions: Total=366.8M written=0K(0%) resident=0K(0%) swapped_out=0K(0%) unallocated=366.8M(100%)

                            VIRTUAL   REGION

REGION TYPE SIZE COUNT (non-coalesced)
=========== ======= =======
Accelerate framework 128K 1
Activity Tracing 256K 1
CG backing stores 4032K 4
CG image 48K 2
ColorSync 544K 26
CoreAnimation 112K 7
CoreGraphics 32K 2
CoreUI image data 928K 6
Dispatch continuations 80.0M 1
Foundation 16K 1
JS VM Gigacage 8192K 2
JS VM Isolated Heap 6400K 5
Kernel Alloc Once 32K 1
MALLOC 145.3M 60
MALLOC guard page 192K 10
MALLOC_MEDIUM (reserved) 96.0M 1 reserved VM address space (unallocated)
OpenGL GLSL 256K 3
STACK GUARD 56.2M 16
Stack 23.5M 16
VM_ALLOCATE 544K 28
__AUTH 1006K 226
__AUTH_CONST 15.4M 406
__CTF 756 1
__DATA 10.2M 470
__DATA_CONST 21.5M 475
__DATA_DIRTY 1138K 143
__FONT_DATA 2352 1
__GLSLBUILTINS 5174K 1
__LINKEDIT 789.9M 68
__OBJC_CONST 2376K 191
__OBJC_RO 65.5M 1
__OBJC_RW 1988K 1
__TEXT 432.2M 491
dyld private memory 256K 1
mapped file 480.4M 38
shared memory 912K 15
=========== ======= =======
TOTAL 2.2G 2722
TOTAL, minus reserved VM space 2.1G 2722

Full Report

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{
“uptime” : 1000,
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“version” : 2,
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“releaseType” : “User”
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“captureTime” : “2023-01-29 10:58:54.3575 -0500”,
“incident” : “E241C4D4-50A7-4682-8E1C-57C4C1A37E5E”,
“pid” : 1727,
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“procLaunch” : “2023-01-29 10:58:53.4147 -0500”,
“procStartAbsTime” : 26272215423,
“procExitAbsTime” : 26294662170,
“procName” : “Topaz Sharpen AI”,
“procPath” : “/Applications/Topaz Sharpen AI.app/Contents/MacOS/Topaz Sharpen AI”,
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“exception” : {“codes”:“0x0000000000000001, 0x0000000000000020”,“rawCodes”:[1,32],“type”:“EXC_BAD_ACCESS”,“signal”:“SIGSEGV”,“subtype”:“KERN_INVALID_ADDRESS at 0x0000000000000020”},
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“vmregioninfo” : “0x20 is not in any region. Bytes before following region: 68719476704\n REGION TYPE START - END [ VSIZE] PRT/MAX SHRMOD REGION DETAIL\n UNUSED SPACE AT START\n—> \n commpage (reserved) 1000000000-7000000000 [384.0G] —/— SM=NUL …(unallocated)”,
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Model: MacBookPro18,2, BootROM 8419.80.7, proc 10:8:2 processors, 64 GB, SMC
Graphics: Apple M1 Max, Apple M1 Max, Built-In
Display: Color LCD, 3456 x 2234 Retina, Main, MirrorOff, Online
Memory Module: LPDDR5, Hynix
AirPort: spairport_wireless_card_type_wifi (0x14E4, 0x4387), wl0: Nov 30 2022 02:17:16 version 20.10.965.13.8.7.131 FWID 01-1251c18d
Bluetooth: Version (null), 0 services, 0 devices, 0 incoming serial ports
Network Service: Wi-Fi, AirPort, en0
USB Device: USB31Bus
USB Device: USB31Bus
USB Device: USB31Bus
USB Device: USB3.1 Hub
USB Device: XQD 64GB
USB Device: USB3.0 Card Reader
USB Device: USB 10/100/1000 LAN
USB Device: USB2.1 Hub
Thunderbolt Bus: MacBook Pro, Apple Inc.
Thunderbolt Bus: MacBook Pro, Apple Inc.
Thunderbolt Bus: MacBook Pro, Apple Inc.

3

Reinstalling SharpenAi did not help.

I tried restarting MacBook, got this prompt:

image
image978Ă—540 103 KB

Restarting seems to have solved the problem for now…

4

You should download the model files when prompted. The app cannot run without them and it may be an issue if your not connect to the internet when running the app.

5

I have the same issue out of nowhere. I cannot start the app on OS X anymore for no reason.

6

What version?

7

Ventura 13.1 (22C65)

1 Like
8

Please raise a support request at the main website, there it will direct you to the information you need to include.

9

I’m having the same issue with Ventura 13.1

10

Did you raise a support request at the main website?

11

I don’t see an option other than searching common questions.

12

If you go to Support on the main website you will see a Blue conversation Icon bottom RHS, click on that.

image

17

The issue returned again. I am unable to launch the program. Restarting MacBook does not resolve the issue anymore. please advise.

18

The same issue for Sharpen AI 4.1.0 on macOS Ventura 13.2, on MacBook Air M2

19

Ditto. I am on macOS Ventura 13.2.1 (22D68) released February 13, 2023, but this issue is only a day old for me. I did open a support ticket, just in case.

Edit: Downgrading to 4.0.2 also presents the same error.

20

Support replied with what worked for me:

  1. Delete any/all versions of Sharpen AI from Applications and the Topaz Labs LLC folder.
  2. Delete the plist files for Sharpen AI using instructions here and reboot your computer afterwards.
  3. Download the full installer from the Topaz Labs downloads page and use the drag and drop installation process. Make sure Lightroom and Photoshop are closed during this step.