Topaz crashing

Topaz Photo AI Bugs and Issues
1

Since a few weeks, I can’t use Topaz photo AI anymore.
This is happening from lightroom but also when I use the app separately.
I reinstalled topaz and reinstalled (3.3.2) but the probleme is the same

Steps to reproduce issue:

  1. I start Topaz photo AI → OK
  2. I m ask to drag/drop an image or browse image → I pick one
  3. The photo appear in the central part of the screen 1 second and the application stops with out error message

Topaz Photo AI [v3.3.2] on [Windows 11]
)

2

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 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

3

Hello John,

First of all , thanks for contacting me back.

I just sent you via drop box the files that you asked.
Config as you will see is 16 G Ram, Core i7.

The last vestion that works on my computer is the one released past august. Any version after is crashing without error message as soon as I load a photo (even a very small jpg) → I can get any updates.
I re-installed today the latest version to recreate the crash and related logs and I will go back to the old version just after

I hope the logs will help to find out

Frederic Lutard

6

Can you test this as a first step:

  1. Open Photo AI, and before importing any files, go to Edit > Preferences > General

  2. In the AI Processor drop-down, change the Auto to CPU.

  3. Import a file and process it.

Let me know if the same crash happens.

Note : Using the CPU is a workaround, and if it does avoid the crash, it would confirm something is happening with your graphics card.

7

it works with your changes (CPU)

Frederic

8

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