Update issues

[Please describe your issue here. Try to include logs (Help → Logging) and add screenshots if necessary.]

I am an Apple user; I am on a 16" 2019 Macbook Pro; I am using Sonoma 14.6. I have attached the pertinent log file.

The last two times I have tried to install a new version of Photo AI, when the AI files (I don’t recall the actual name used) are to upload at the end of the program install, the uploading files do not appear (as in the past) in the ‘window’ or dialog box that shows the install progress. I get the ‘rainbow pinwheel’ and eventually find that the Installer is not responding, and have to Force Quit. If I open the standalone app, it shows the latest version is running and no further updates are available. It is unclear to me whether the desired AI files are actually uploaded or not.

Steps to reproduce issue:

  1. Step 1 Open the Standalone app
  2. Step 2 When Update Available is indicated, click on the button to update.
  3. Step 3 The problem evidences itself toward the end of the update, and I’m required to apply Force Quit.

2024-07-31-12-19-22.tzlog (15.7 KB)


Topaz Photo AI [v1.x.x] on [Windows/Mac]

Please follow the instructions below to perform a clean install to troubleshoot better why you had this problem with Topaz Photo AI:

  1. Be sure you have fully closed any plugins, such as Lightroom Classic, Photoshop, etc.
  2. Clear any previous plist files on your computer for Topaz Photo AI | Topaz Photo AI | plist Files Mac
  3. Disable any antivirus, firewall, VPN, or proxy software that might be active on your computer. These tools sometimes interfere with the installer’s ability to download the model files.
  4. Ensure that the Topaz Photo AI installer has all the proper settings in your system by going to your Mac System Settings > Privacy & Security tab and scrolling down to the security section. You will want to make sure you have ‘App Store and identified developers’ selected | MacOS | Example of Proper System Preferences
  5. Rerun the installer. You can download a new installer from your account’s download page | Topaz Labs | My Account | Download Page

Let me know how that goes for you and I’ll keep an eye out for your reply.

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