cannot use the program after buying the latest version 2.4.2 for Windows … keeps crashing when trying to load image and process it. I have tried multiple times in a row with the same results … it just doesn’t work.
Steps to reproduce issue:
Topaz Photo AI [v1.x.x] on [Windows/Mac]
Same thing is happening to me. It will open jpegs but anytime I try to open a raw image it will crash. Photos are shot on a A7r5
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 email.
You can securely submit your files(s) to my Dropbox using the link below. Please be sure to send me a note to let me know you sent something.
Hello - - I just sent the system profile via the dropbox file request link.
hello again - here are the log files
Filter Plugin Log.txt (4.97 KB)
2024-04-12-19-54-41.tzlog (28.9 KB)
2024-04-10-06-40-59.tzlog (28.7 KB)
2024-04-10-06-37-8.tzlog (29.5 KB)
2024-04-10-06-36-33.tzlog (28.7 KB)
2024-04-10-06-40-49.tzlog (28.5 KB)
2024-04-12-19-55-19.tzlog (20.9 KB)
lastSessionFiles.txt (78 Bytes)
2024-04-10-06-24-31.tzlog (29 KB)
2024-04-10-06-26-24.tzlog (28.7 KB)
2024-04-10-06-25-46.tzlog (68.8 KB)
2024-04-10-06-26-36.tzlog (28.6 KB)
2024-04-10-06-26-46.tzlog (69.8 KB)
Topaz Photo AI Installer Log.txt (4.64 MB)
I had gone back to some earlier versions of Topaz PHoto Ai, and it seemed to work fine.
My computer is 8 years old.
I just ordered a new one, but it will be a while before I have it up and running. Meanwhile I was hoping this would work if I got the latest version, and apparently it will not.
Thanks for reviewing the information and your time.
Still unable to use Topaz Photo Ai. Just tried to go back to earlier version and nothing.
Hi - I just sent the dxdiag file off my new computer, and still cannot get the programs to work.
Hello … just sent the files for the Topaz Sharpen that will not work for me either
Thanks for your system profile.
Unfortunately, you aren’t able to run the application because your system does not meet our system requirements.
You can refer to our system requirements from the following page:
Topaz Photo AI | System Requirements Page
Your machine only has about 8GB of RAM while the minimum requirement is 16GB of RAM.
Was that the results from the Acer or the new files I sent on the Dell?
The previous response was for the Acer machine. I just now saw the file for the Dell machine.
I’d like to try seeing if updating your GPU driver for the Dell machine will resolve the problem, as there is a more up-to-date driver that has been released.
Please use the following link to update your driver: NVIDIA | T1000 | Driver Update
After the update, let me know if you are still experiencing the problem.
Hi John - I did update the driver as recommended, then did a restart, re-downloaded the programs, and the four screens provided are what I get now.
This Entry Point Not Found error message is usually occurring due to a setting in an Antivirus software on your machine.
If you have this type of software on your machine could you try adding the following location path as an exception:
C:\Program Files\Topaz Labs LLC\Topaz Photo AI
Hello - I know I am not familiar with Win 11, but I thought I put that recommendation in the correct spot where Windows Defender “rules” go, only using my Drive D, where the programs are.
This is what I get now and I don’t know if they were all the same as before or not. I also get similar messages for Topaz Gigapixel, Denoise and Sharpen,
Video Ai doesn’t even try to work. I’m sure there is more to this that I don’t have set up correctly.
I appreciate your help.
I ended up doing another Dell update download … then removing and redownloading the Topaz files … so far, these programs that were having issues, all seem to be loading now. I won’t have a chance to actually use them for a while yet … but I think I got through these issues.
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