Software will not open since 3.1.0

Steps to reproduce issue:

  1. Install any 3.1.x version
  2. Try to open the software
  3. Software just closes
  4. Rollback to 3.0.x
  5. Try to open the software
  6. Software will work fine

I can’t get logs from the new version because it simply will not open.

Topaz Photo AI 3.1.x on Windows 11 Pro (Version 10.0.22631 Build 22631)

System info

I have tried a few things that I have found in the forum, like deleting entries from the registry, but I couldn’t find the ones mentioned and even if i just delete everything Topaz related, it will not fix my issues.

I also have a 6800XT GPU, and Radeon drivers are up to date.

Anyone any ideas how I can trouble shoot this… couldnt see anything useful in windows events.

2 Likes

2024-08-12 11-01-02.zip (1.4 MB)
Here is a screen capture of what happens when I try to open the software.

We will need the full system profile to understand the problems you are having with the application as this will give us a better understanding of your GPU and driver to help troubleshoot.

You should see an option to Save All Information to create a dxdiag file that you can attach to this email for us to review.

Hi John,

Here is my dxdiag info.
DxDiag.zip (16.0 KB)

Thanks for sending in that information.

I want to see if updating your GPU driver will resolve the problem, as there is a more up-to-date driver that has been released.

Please use the following link to update your driver: AMD | Driver Support

After the update, let me know if you are still experiencing the problem.

Hi John,

I’m not sure if you made a mistake in analysing my details, but the driver I have is the latest one. I checked from the UI before I posted.

Nevertheless I downloaded and installed the version from the AMD site, dxdiag shows the same version, and it still does not work. The experience is exactly the same (small window just closes).

I’d like to see if trying to clear your registry to see if this will resolve the problem you are having. To do so you can follow the directions in the link below:

Let me know how that goes for you.

Hi John,

I had previously already followed these instructions and it made no difference. I have just uninstalled the Topaz software again, and as you can see tthe registry is empty after un-installing, there is no subfolders.

Never the less I deleted the Topaz folder, and the outcome is identical.

I just installed 3.2.0 and the issue is still not resolved.

Would you mind sending in the updated log files, 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

Hi John,

The Software doesnt open at all, it just opens a small window and then disappears therefore I cannot navigate to the “open log folder” part of the menu.
I found some files in: C:\ProgramData\Topaz Labs LLC\Topaz Photo AI\Logs

I hope these are correct. I uploaded them to your drop box with my name, the name of the thread, and the thread ID in the URL for this page.

There’s an error in the log files indicating the Window geometry is empty and the application is not able to set the window position properly.

To help troubleshoot this problem we will need to make sure that you have fully cleared the registry:

The applications display information is kept in the registry so this step is crucial to complete properly.

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

Topaz Labs | Support Page

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

I mean… we have already been over the fact that I have cleared the registry and it didn’t make a difference.

If I look at the registry there is very little in it for Photo AI, I don’t think the software is actually writing entries to it.
When I look at Gigapixel’s reg folder, there are a lot of entries.

I really hope the support email can help me find a resolution as this isn’t great so far.

I appear to be seeing the exact same symptoms. I originally did a new install of 3.2.0 and when run, I’d get a flash of a blank white screen and that’s it. After reading these posts, I uninstalled 3.2.0 and installed 3.0.4 and that ran flawlessly. I then allowed it to upgrade itself and when done, I was back to the quick flash of the blank white screen again.

In my case, I’m actually running it on a Windows 11 VM under Hyper-V and at first I thought that might be the issue, but I’ve had no issue running Topaz Photo AI (or other Topaz apps) under a VM in the past. The VM has 20GB of RAM allocated to it and as I said, runs 3.0.4 very well.

2 Likes

I just tried this again with version 3.1.3 and got the same results as with 3.2; just a quick flash of a white screen. So, it seems that something changed in 3.1 that carries into 3.2 and is causing the application to fail to launch.

2 Likes

I have a remote support session booked, so hopefully we find something.
I’m certainly not running in a VM.

Initially accepted the UPGRADE within Photo AI. Loaded, seems to go well but when trying to launch within Lightroom plug-in. Nothing would happen.

Then tried running the program by itself. Same results. A flash of a white box for a second and then nothing.

Uninstalled the program. Went onto the Topaz Labs site, uploaded the 3.1 version. Loaded ok. Try to run the program, same thing. White box appears briefly and then nothing.

Going back to version 3.0.4 for now.

Hope they fix this bug

Topaz Photo AI [v1.x.x] on [Windows/Mac]

I’m glad that you were able to revert back to a previous version.

If you would like we can try troubleshooting the most recent version by resetting your Lightroom Classic plugin to try and get it working for you. If you would like you can follow the directions below to reset your Lightroom plugin:

  1. Close Lightroom fully.
  2. Run the Topaz Photo AI installer again. Get a new one from the downloads page: Topaz Labs Downloads
  3. Open Lightroom and check the File > Plug-ins Extras again.

Let me know if those steps get it working again.

Topaz Labs Documentation | Topaz Photo AI | Plugins | Lightroom Classic

If it does not, open Topaz Photo AI, go to the menu bar on the top, and click the ‘Help > Open Log Folder’ menu option. Please send in all the files located in this folder.

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

Hello,

looks like i’m having the same problem, installed 3.1., when start as standalone i got only a white screen in Appwindow, to switch of the white window i have to kill it in the taskmanager :confused: same problem when i start it as plugin from lightroom…
for now the fix is to uninstall and install an older version, in my case 3.0.4

Drivers and operattionsystem are on newest stands…

i would be thankfull for helpfull inputs, but 4 now i have to use the older version

thanks

Same problem now with Version 3.20. Only a short white flash, nothing happens afterwards. I tried as an update, total new installation. - Same problem: No photo AI functions anymore.