[Please describe your issue here. Try to include logs (Help → Logging) and add screenshots if necessary.]
Steps to reproduce issue:
Topaz Photo AI [v1.x.x] on [Windows/Mac]
Please open Topaz Photo AI, go to the menu bar on the top and click the Help > Open Log Folder menu option. Attach the logs files that you can see in the window that opens.
I should be able to determine what is happening and send next steps with this information.
2023-08-27-14-56-11.tzlog (13.6 KB)
2023-08-27-14-56-47.tzlog (13.2 KB)
2023-08-27-14-56-57.tzlog (13.3 KB)
2023-08-27-14-57-55.tzlog (10.6 KB)
Topaz Photo AI Installer Log.txt (1.5 MB)
2023-08-25-21-27-38.tzlog (483.8 KB)
2023-08-25-21-35-14.tzlog (26.9 KB)
2023-08-27-14-24-1.tzlog (1.9 MB)
2023-08-27-14-24-3.tzlog (1.3 KB)
2023-08-27-14-53-4.tzlog (12.8 KB)
Hello,
I have the same problem, but it seems it occurs with CR3 files. My camera is Canon R 5.
Thanks for sending the logs. How often is the crash happening?
I can see that there is a CPU crash in the logs.
I’d like to check if the crash is the same.
Please get Topaz Photo AI to crash 2 times. Then open Topaz Photo AI, go to the menu bar on the top and click the Help > Open Log Folder menu option. Attach the logs files that you can see in the window that opens.
It looks like your system memory is below the minimum requirements of 12GB.
When you import an image to Topaz Photo AI the application will use system memory to open and display the image.
For this computer, I would recommend the following:
Hello Lingyu,
Thanks for your answer.
8gb is the size of the system memory, so I am going to increase it, probably more than 12 GB.
2X8 GB if possible on my PC.
I will let you know in few days if this fix my problem.
Best regards.
v1.5.3 and now v1.54 are crashing randomly during the processing. My computer is Win10, On another computer Win11 this is not happening.
I’ll try and upload the logs
2023-09-01-07-12-29.tzlog (6.4 MB)
2023-09-01-08-49-2.tzlog (3.7 MB)
Hi Lingyu,
There is 16 GB of RAM now but it does not fix my problem.
In addition I can tell you that Topaz Ai crash is when the message of lens correction is running and on the screan.
Hope this will help you.
On more thing, now it’s impossible to use the product as the crash is each time I try to download a picture and Topaz Ai is running alone at this time.
Below ( log files).
2023-09-05-11-21-44.tzlog (11.9 KB)
2023-09-05-11-19-51.tzlog (23.2 KB)
2023-09-05-11-19-28.tzlog (15.0 KB)
2023-09-05-11-09-53.tzlog (14.6 KB)
2023-09-05-11-08-36.tzlog (15.3 KB)
Hi Lingyu,
Good news !
I can’t explain why and what in my has changed in termof software. as I said I installed additionnal 8GB of RAM. The 6 or 7 first time I tried to run Topaz Ai it crahsed (See logs above I sent you).
Then after a Wifi issue, I restarted my PC and non Topaz Ai works very well, is faster and no crash after more than10 pictures downloaded.
Can we say that my pb is fixed ? I will let you know in the next following days.
It’s like Topaz Ai had to spend a long time to be correctly initialized completely with 16 GB of RAM.
Only you know if this makes sens to say that. If it’s rediculous, it will not kill me 
Regards.
It’s been crashing on me constantly, both 1.5.3 and 1.5.4, never used to crash on countless version before that. Now to process a lot of photos I have to reopen it like 10 times and find what was not processed and pass it back in. I’ve found at least one photo that it used to proces that it consistently crashes on now. Otherwise the crashes are random - might happen immediately, might happen after a dozen photos processed. Might be 20.
Always the same cause. An invalid memory access by imageproc.dll:
EXCEPTION_RECORD: (.exr -1)
ExceptionAddress: 00007ff8a038f3ff (imageproc!TEngineController::tr+0x000000000002d38f)
ExceptionCode: c0000005 (Access violation)
ExceptionFlags: 00000000
NumberParameters: 2
Parameter[0]: 0000000000000000
Parameter[1]: 000002085a19993c
Attempt to read from address 000002085a19993c
PROCESS_NAME: Topaz Photo AI.exe
READ_ADDRESS: 000002085a19993c
ERROR_CODE: (NTSTATUS) 0xc0000005 - The instruction at 0x%p referenced memory at 0x%p. The memory could not be %s.
EXCEPTION_CODE_STR: c0000005
EXCEPTION_PARAMETER1: 0000000000000000
EXCEPTION_PARAMETER2: 000002085a19993c
STACK_TEXT:
0000009db9bf7b20 00007ff8a0396205 : 0000000000000098 0000000000000098 0000009db9bf7e30 00000207e18d4330 : imageproc!TEngineController::tr+0x2d38f
0000009db9bf7d30 00007ff8a03790b8 : 0000000000000000 0000009db9bf8600 00000207e18d4330 00000000ffffffff : imageproc!TEngineController::tr+0x34195
0000009db9bf8500 00007ff8a03726fe : 0000000000000000 0000009db9bf9260 00000000fff00000 0000000072f3db47 : imageproc!TEngineController::tr+0x17048
0000009db9bf9160 00007ff83543a2bb : 0000000000000000 0000000000000000 00000207e1dc2e90 00000208af01a0e0 : imageproc!TEngineController::tr+0x1068e
0000009db9bfbfc0 00007ff83543872d : 00000207d292c190 0000000000000000 0000000000000000 0000000000000000 : Qt6Core!QMetaCallEvent::placeMetaCall+0x3b
0000009db9bfc000 00007ff836070f2e : 00000207d27b98c8 00000207d05c9f00 00000208af01a0e0 00000208af01a0e0 : Qt6Core!QObject::event+0x18d
0000009db9bfc220 00007ff836070001 : 0000000000000000 0000009db9bfc350 0000000000000000 00007ff9d360be60 : Qt6Widgets!QApplicationPrivate::notify_helper+0x10e
0000009db9bfc250 00007ff8353f4b55 : 0000009db7cff708 00000207d292c190 00000208af01a0e0 0000020700000000 : Qt6Widgets!QApplication::notify+0x1891
0000009db9bfc700 00007ff8353f73e5 : 0000009db9bfc7f9 00007ff9d1481b4f 00000207e1e85440 0000000000000000 : Qt6Core!QCoreApplication::notifyInternal2+0xc5
0000009db9bfc770 00007ff835551780 : 0000000000000000 0000000000000024 00000207e15f7be0 0000000000000000 : Qt6Core!QCoreApplicationPrivate::sendPostedEvents+0x225
0000009db9bfc860 00007ff8353fa604 : 00000207e1ec8b50 0000000000000000 00000207e15f7be0 00000207d1051090 : Qt6Core!QEventDispatcherWin32::processEvents+0x90
0000009db9bff9c0 00007ff8354d899d : 0000009db9bffa90 00000207e1ee95b8 00000207e1ee95b8 00000207e1eef9b0 : Qt6Core!QEventLoop::exec+0x194
0000009db9bffa60 00007ff835557421 : 0000000000000000 00000207d27b9800 00000207e1ee95b8 00000207e1ee95b8 : Qt6Core!QThread::exec+0xbd
0000009db9bffad0 00007ff9d2c9257d : 0000000000000000 0000000000000000 0000000000000000 0000000000000000 : Qt6Core!QThread::start+0x401
0000009db9bffb10 00007ff9d362aa68 : 0000000000000000 0000000000000000 0000000000000000 0000000000000000 : KERNEL32!BaseThreadInitThunk+0x1d
0000009db9bffb40 0000000000000000 : 0000000000000000 0000000000000000 0000000000000000 0000000000000000 : ntdll!RtlUserThreadStart+0x28
SYMBOL_NAME: imageproc+2d38f
MODULE_NAME: imageproc
IMAGE_NAME: imageproc.dll
STACK_COMMAND: ~13s; .ecxr ; kb
FAILURE_BUCKET_ID: INVALID_POINTER_READ_c0000005_imageproc.dll!Unknown
OSPLATFORM_TYPE: x64
OSNAME: Windows 10
FAILURE_ID_HASH: {6b829d1d-6756-bc7d-c79c-fa9d25f3e9c5}
The links to download are not working for some reason. Please reupload logs to my Dropbox here. Please be sure to send me a note to let me know you sent something.
Dropbox File Request
Next time Topaz Photo AI crashes, reopen Topaz Photo AI, go to the menu bar on the top and click the Help > Open Log Folder menu option. Attach the bottom 3 logs files that you can see in the window that opens to this thread.
I have uploaded several logs.
