Topas Crashes upon image loading

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

Steps to reproduce issue:

  1. Open/ load a photo
  2. Software begins automatic image process
  3. Software crashes and closes

Topaz Photo AI [2.3.1 and 2.4.0] on [Windows]

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 email.

You can securely submit your files(s) to my Dropbox using the link below. Please be sure to send me a note to let me know you sent something.

Dropbox File Request

Hi John,
Per your request I’ve attached My workstation profile and Topaz Photo AI logs. Thanks for your help with this. I also tried deleting the registry entries in the manner listed on the support page that you pointed me to, however there was no luck. the application still crashes once an images is loaded. Hopefully the logs and info attached will help. Thanks again!

Evan W. Nurse

2024-03-14-14-54-1.tzlog (23 KB)

2024-03-14-14-56-40.tzlog (23 KB)

2024-03-14-14-56-49.tzlog (22.9 KB)

2024-03-14-14-54-44.tzlog (23.2 KB)

2024-03-14-14-54-30.tzlog (19.6 KB)

2024-03-14-14-54-21.tzlog (19.6 KB)

2024-03-18-12-54-30.tzlog (23.4 KB)

2024-03-16-10-55-15.tzlog (23 KB)

2024-03-14-14-57-15.tzlog (25.6 KB)

2024-03-14-14-57-3.tzlog (19.6 KB)

2024-03-14-14-56-57.tzlog (19.6 KB)

Topaz Photo AI Installer Log.txt (4.88 MB)

lastSessionFiles.txt (58 Bytes)

Filter Plugin Log.txt (5.84 KB)

DxDiag.txt (125 KB)

Let’s try updating your GPU driver will resolve the problem.

Please use the following link to update your driver: NVIDIA | Driver Update

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

Hi John,

As requested I uninstalled my Nvidia drivers and then installed the current one from the link provided. Unfortunately Photo AI is still crashing both in standalone and in a recently updated photoshop.

Evan W. Nurse

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

Topaz Labs | Support Page

Hi John,

I followed the link to the support page and have viewed the options listed with nothing available to help in my situation. If followed numerous links on trouble shooting only to be led back to the Topaz Labs | Support Page.

Since the last update Photo AI does remain open a few seconds longer before closing however nothing has been resolved as to why the application just randomly started crashing both in standalone and plugin. Are there any suggestions or solutions on Topaz’s end?

Evan W. Nurse

At the bottom right corner of the Topaz Labs | Support Page you will see the option to reach out to our support channel where we can assist you.

You can also send in us an email at help@topazlabs.com