Topaz AI crash when previewing image

When trying to upscale the attached image, Topaz AI 1.4.2 crashes during the “Removing Noise” processing of the preview. Log file is attached.

Steps to reproduce issue:

  1. Start Topaz AI
  2. Load in attached JPEG
  3. Observe Topaz AI crash while previewing image

Topaz Photo AI v1.4.2 on Windows 11.

2023-07-26-12-49-30.tzlog (63.9 KB)

@DaveDugal Thanks for reaching out.

Please send me your system profile information so I can check if your computer hardware is up to date.
How To Obtain Your System Profile (Windows)

See attached.

Thanks for sending this information. This is a known issue with the NVIDIA RTX AX000 series graphics cards.

We are working on a fix. For now, open Topaz Photo AI and go to the Edit > Preferences > AI Processor menu. In the dropdown menu, select the Intel UHD graphics card for processing.

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Thank you very much for the suggestion. After changing the AI Processor to the (slower) Intel UHD graphics card, I was able to preview, process, and save the sample image.

– Dave

I will update you once I have more information about the fix.

Please install this version which has a potential fix for the crashing on your NVIDIA RTX Ax000 graphics card:

Process some images and let me know what happens. If you see any errors or issues, open Topaz Photo AI, go to the menu bar on the top and click the Help > Open Log Folder menu option. Email me all the logs files that you can see in the window that opens.

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Thanks Ling.

So far, the 1.5.0 Alpha image works great! All of my test images upconvert perfectly — and fast — using the “Auto” (NVIDIA RTX A4500) AI processor.

– Dave

Wonderful news, I’m glad to hear it’s working now.

I let my team know so we can finalize this change.

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