Still hanging - not closing

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

Steps to reproduce issue:

  1. Use TPAI 3.0.3 as a plugin/filer in PS 15.9, return to Photoshop
  2. TPAI is still in the list of open application and cannot be closed except for force quit

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

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 problem 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

Mac Studio_070624.spx (9.1 MB)
The system report is up - will send the log next time I see the problem.

2024-06-07-09-39-14.tzlog (107.6 KB)
2024-06-07-09-40-33.tzlog (20.7 KB)
Automate Plugin Log.txt (11.9 KB)
Filter Plugin Log.txt (9.5 KB)
lastSessionFiles.txt (22 Bytes)

2024-06-07-09-36-23.tzlog (88.6 KB)
2024-06-07-09-36-52.tzlog (62.2 KB)
2024-06-07-09-37-11.tzlog (77.2 KB)
2024-06-07-09-37-51.tzlog (69.2 KB)
2024-06-07-09-38-14.tzlog (139.7 KB)

Hi John
Problem came up again – after 4 or 5 uses of the Plugin - logs are up.
Hope it helps
Markus

Please follow the instructions below to perform a clean install to better troubleshoot why you had this problem with Topaz Photo AI:

First please make sure that you have your Photoshop plugin fully closed before proceeding.

Start by clearing any previous plist files that are on your computer for Topaz Photo AI by following the steps in the link below:

Topaz Photo AI | plist Files Mac

After you have done this, disable any antivirus, firewall, VPN, or proxy software that might be active on your computer. These tools are sometimes known to interfere with the installer’s ability to download the model files.

Please also 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. Here is a video example:

Example of Proper System Preferences

Finally, rerun the installer. You can download a new installer from the downloads page directly :

Topaz Labs Download Page

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

Thanks - looks like the problem is solved for now. I keep an eye on it and will let you know if it comes up again.

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