Topaz Video AI: Rhea XL enhancement yields AI error ("download failed" + "model failed")

[jacob.j_plachta]

Hi, when I attempt to export an HD video enhanced to 4K using the Rhea XL model and otherwise default settings in Video AI v5.4.0, it consistently fails with an AI error. In particular, it shows “Downloading Model…”, then “Model Loaded”, and then “AI error” before any progress gets made. The error details are:

- Error message from AI engine: download failed.
- Error message from AI engine: model failed.

This only happens with Rhea XL - each other model I’ve tried (including the regular Rhea model) works fine for this export.

There was a past post reporting a similar error message, which had been caused by a firewall in that case. However, that doesn’t seem to me like the issue here - I’ve checked my Windows Firewall logs to confirm no dropped packets, have added Topaz Video AI to the list of allowed apps just in case, and am unaware of other things which could block connections (e.g. I’m not using a VPN).

Is it possible that, under the hood, Rhea XL has something like GPU requirements which aren’t being met?

Thanks!

System specs:
Windows 10 Home
AMD Ryzen 5 3600 6-Core Processor (3.59 GHz)
64 GB RAM
NVIDIA GeForce RTX 2060

Logs:
logsForSupport.zip (299.8 KB)

[margaux.topazlabs]

Can you try and see if the model will download in the model manager:

File > Model manager

[jacob.j_plachta]

When I try downloading via the Model manager, the Rhea XL model fails with “Error: Connection handling canceled”, while other models (such as the regular Rhea one) succeed.

Updated logs:
logsForSupport.zip (353.1 KB)

[scott.harbert]

I can’t download ANY models. what the hell?

[margaux.topazlabs]

Check if you use any VPN, Firewall, Proxy, or antivirus that could be blocking the connection between the app and the internet. Disable them one by one and try again.

[jacob.j_plachta]

I believe there’s nothing that could be blocking my connection (as described in the original post), and am unaware of anything further to try on that front. I’m also unclear on how that could affect downloading just the Rhea XL model but not others. Is there anything else that can be done to diagnose the issue? Thanks!