Hi,
Topaz Video AI (windows 10) logged out and started to demand activation again.
Though the TopazLabs site accepts my email and password, the application itself doesn’t want to. Even when I try to sign in using google and/or apple account and the web page says I signed in successfully, Topaz Video Ai does nothing…
Same problem here, just wanted to install VIAI on a new configuration, no activation possible with the same error from above :-/
Please pull the logs from the app and send to the support team as this is a current situation that the team is working on addressing.
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.
If you can not grab the logs from the app, you can use Windows Explorer and navigate to this folder location and grab them manually.
C:\Users\Owner\AppData\Roaming\Topaz Labs LLC\Topaz Video AI\logs
Hi Kyle,
I sent the logs to the support team (to Faizan Saify) yesterday.
Best regards,
Mikhail
pw reset function already tryed out?
Sorry, I don’t understand what you mean. All I can say is that I even uninstalled TVAI and installed it again. And it didn’t work anyway.
And of course I turned my PC off and turned it on. Didn’t work…
If you are in the latest release of Video AI v7.1.0 go up to the Account tab and select the “login at topazlabs.com” option.
This will open the older login workflow and will authenticate the app. The devs pushed this into 7.1 to help address issues we have been seeing with some users getting stuck in loops with the newer login workflow.
this option does not help. Nothing helps. I tried to uninstall the program in the usual way, I tried to uninstall it using special software that erases all traces, I tried to change the password, restart the computer. None of these methods helped. Other applications work fine at the same time.
The problem with authentication has been resolved. At least for me.
With the help of Topaz support team (Faizan Saify and Margaux) I’ve been given an offline authentication file. This way of fixing the problem helped a lot. Everything is working fine.
Any way, I think something has to be done with respect to the online authentication method. Because other Windows users might face this problem now or in the near future.
Again, thanks a lot to the support team!
I’m having the same problem. I clicked on “Start a free trial”, click “Sign in with Google”. It pops open my browser and I select my gmail account. It logs in and appears successful. The browser is sitting on a screen with the topaz icon that says “Successful.” - “You are now being logged into your application. You may safely close this tab.” I can close it or leave it open, but the Topaz Video AI app itself is still just sitting on the same screen where I clicked the “Sign in with Google” button. 
Can anyone help? I’d like to try this thing out to see if i should buy it, but not getting good vibes from this initial experience.
Thanks,
Andy
Hi.
When you first open each app, you will see an Activate window. Click on ‘Start a Free Trial’ for Photo AI and Video AI or ‘Create an Account’ / ‘Login’ for Gigapixel to begin.
In other words, only Gigapixel needs an Account to try the Free Trial
If you’re new to Topaz and haven’t had an Account in the past then, you shouldn’t have needed to open any account simply, Clicking on the Free Trial should have got you started with Topaz Video AI.
Try Closing the Application and restart it again then, select Start Free Trial
Once, the Free Trial had finished then, you would be asked Purchase and create an Account or Activate the Application with an email.
However, as you say you were able to Sign-in with Google usually means you had a Topaz Account previously, in which case, simply Downloading Video AI will put you Automatically in Trial Mode.
If these suggestions don’t work then, here’s the link to contact Topaz Support directly
Topazlabs Support
support@topazlabs.com
Hope this helps
Thanks for the response. I did not previously have an account as I hadn’t known of topaz before today, but during the process of trying to use this demo I assume the first time I clicked on “Log in with google” it created one, as many apps/sites do the first time you use them but want to use your google account.
When I launch the UI, I’m met with a screen that says “Activate with email”, “Start a free trial”, OR “Buy now”. I click “Start a free trial” and the options are “Continue with email” or “Sign in with Google”, or “Sign in with Apple”. I click “Sign in with Google” which pops up the browser and I choose my google account. It says “You’re signing back into Topaz Labs.” I click “Continue”. Upon clicking “Continue” I’m left with the browser screen with the Topaz icon saying “Successful” - “You are now being logged into your application. You may safely close this tab.” I would expect at this point that the app that had launch the browser would have detected this and gotten past the login/start trial screen, but it doesn’t. It is still there with the options “Continue with email” or “Sign in with Google”, or “Sign in with Apple”.
However, as you say you were able to Sign-in with Google usually means you had a Topaz Account previously, in which case, simply Downloading Video AI will put you Automatically in Trial Mode.
Seeing this, I did try deleting the app (and all data on my computer related to it, including the original download), and logging into my account on topaz labs and re-downloading the installer. I thought maybe downloading from an existing account would put it into Trial Mode and bypass this login screen. Sadly, same result.
Thanks for the suggestions! Definitely something is wonky, so I will reach out to their support.
Same problem here.
On Windows 11.
Stuck in Trial Mode.
I am signing in through Google Email and Chrome browser says " Successful
You are now being logged in to your application. You may safely close this tab."
And Topaz Video AI stays in Trial Mode.
I’ve been using this App for many months now and just started having this problem this week.
Same thing is happening to me. What should I do?
Hi.
This issue is usually caused by, either using the wrong email address to login with do you have another email then, try that first or the connection to the Topaz Servers is being blocked by, the usual culprits VPN, Firewall or something similar
Here’s some information about Activation issues
Hope this helps
I am having the same issue. 2 different PCs, neither with agressive firewall programs. The email / password combination works fine to log into the website where I can see the Video AI program listed under my products.
Hi Brian.
If you can see your My Products page with the applications you own then, you’re logged in to your account which isn’t the same issue as the other member.
Try uninstalling Video AI then, download and reinstall Video AI again here’s the link Topaz Video AI 7.1.1 for both Windows and Mac
Windows
https://downloads.topazlabs.com/deploy/TopazVideoAI/7.1.1/TopazVideoAI-7.1.1.msi
Mac DMG
https://downloads.topazlabs.com/deploy/TopazVideoAI/7.1.1/TopazVideoAI-7.1.1.dmg
Mac PKG
https://downloads.topazlabs.com/deploy/TopazVideoAI/7.1.1/TopazVideoAI-7.1.1.pkg
Failing that, did you read the information within the Activation Issues link I posted for the other member there’s several solutions for different Activation and download problems.
Here it is again for you
In addition, here’s the link for Troubleshooting Video AI
And here’s the link to contact Topaz Support directly
Topazlabs Support
support@topazlabs.com
Hope this helps
Exact same issues on a Mac here. I’ve tried everything. Nothing works. The number of posts I’m seeing regarding this issue currently is INSANE. They have to fix this.
