Starting this week after a Windows update (Win 11) I am no longer able to upload any video. It was working fine before. I even tried to upload videos that were processed before and they will not open. I am getting a message that the files are not compatible. I have tried mp4 and mov files. I am using version 1.7.0. I tried uninstalling and reinstalling, but the results are the same. anybody seen this before?
This has been reported by a few users, and in some situations, it is due to incompatible characters in the file name path. There seems to have been some changes between 1.6.1 of Topaz Video and 1.7.0, as well as possibly with the Windows update that have contributed to this issue.
If that is not the issue you are seeing, then it could be a misread of the file source metadata by the app, and the team is working on this issue. To assist, can you send your logs to the support team at help@topazlabs.com for review?
To gather logs, please select Help > Logging > Get Logs for Support and attach the zip file to your reply.
Here is a video to help with the steps of how to collect the logs.
Same here. Updated from Windows 11 23H2 to 25H2 and I can no longer open files which were absolutely fine before. There are no special characters in the path. (I cannot go any shorter than “C:\a.mp4”, can I?)
It is only videos from the Canon R6 (in 4:2:2) I cannot open anymore, if this helps.
No, you really cant go shorter than that file name, but I would recommend that you put that file into a folder on the desktop and then try bringing it into the app for processing.
Going straight from the desktop can run into permissions issues.
