# Topaz Lab will not accept any of my video files

**URL:** <https://community.topazlabs.com/t/topaz-lab-will-not-accept-any-of-my-video-files/105277>\
**Category:** Bugs and Issues\
**Tags:** investigating\
**Created:** [October 1, 2026, 6:44am UTC](https://community.topazlabs.com/t/topaz-lab-will-not-accept-any-of-my-video-files/105277 "2026-10-01T06:44:20Z")\
**Posts on this page:** 2\
**Page:** 1

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**Author:** ![shomori.robinson](https://community.topazlabs.com/letter_avatar_proxy/v4/letter/s/35a633/32.png) [@shomori.robinson](https://community.topazlabs.com/u/shomori.robinson)\
**Post date:** [October 1, 2026, 6:44am UTC](https://community.topazlabs.com/t/topaz-lab-will-not-accept-any-of-my-video-files/105277/1 "2026-10-01T06:44:20Z")

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Whenever I try to import a video file for enhancement, the software will not accept it.

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<div class="post-metadata">

**Author:** ![kyle.topazlabs](https://community.topazlabs.com/user_avatar/community.topazlabs.com/kyle.topazlabs/32/203506_2.png) [@kyle.topazlabs](https://community.topazlabs.com/u/kyle.topazlabs)\
**Post date:** [October 1, 2026, 5:47pm UTC](https://community.topazlabs.com/t/topaz-lab-will-not-accept-any-of-my-video-files/105277/2 "2026-10-01T17:47:37Z")

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Please grab the logs from the app and send in to the support team at [help@topazlabs.com](mailto:help@topazlabs.com) for review.

This could be a file path issue with unsupported characters, or a new bug we are seeing in version 1.7.1.

To gather logs, please select Help \> Logging \> Get Logs for Support and attach the zip file to your reply.

Here is a [video](https://www.loom.com/share/c19e99704b004f6bb55ed5761dac5f22?sid=0a60ec89-5521-4b02-9d68-23ce7dc77e77)to help with the steps of how to collect the logs.