Urgent Support Request – TOPAZ VIDEO AI Crashing During Processing

Video AI Bugs and Issues
1

I am requesting an urgent solution as I am no longer able to use the latest versions of TOPAZ VIDEO AI on my notebook. Specifically, I start processing a video using the Starlight Mini model for restoration, but after several hours of work, the program returns an “error” and all the progress is lost. The temporary output file generated up to that point disappears.

I have tried downloading and installing all previous versions, completely uninstalling the newer ones, but the same issue occurs. I have also updated all NVIDIA drivers multiple times, but this has not resolved the problem.

My notebook specifications:

Windows 11 Home (x64-based system)

Intel Core i9-14900HX

64 GB RAM

1 TB SSD

NVIDIA GeForce RTX 4070 Laptop GPU (12 GB VRAM)

The video I am trying to process with STARLIGHT MINI (2x) is an MP4 file with the following specifications:

Codec: MPEG-2

Duration: 43 minutes

Variable Bitrate (min: 5000 kb/s – max: 9800 kb/s)

Resolution: 720x576 pixels

Frame Rate: 25.000 fps (constant)

Standard: PAL

Color Space: YUV

Chroma Subsampling: 4:2:0

Bit Depth: 8-bit

I no longer know what steps to take to resolve this issue. I am attaching two “logforsupport” files corresponding to the last two failed processes using the same video. The version used is TOPAZ VIDEO AI 7.1.
logsForSupport (2).zip (12.9 MB)
logsForSupport.zip (29.9 MB)

2

Sent you a reply to your support ticket earlier today. If you can respond when you get it there we can keep investigating.

3

Hello, I have reprocessed two Starlight Mini jobs using the latest updated version of Topaz Video AI (non-beta version). The issue remains exactly the same: the process starts and runs for hours or even days, but suddenly — without any apparent reason and with no other operations being performed at the same time — the application fails while processing. I’m attaching the reports from the last two processes that were started and then irreversibly interrupted, without leaving me any completed output, as described above.
logsForSupport 24.08.2025.zip (5.7 MB)
logsForSupport 24.08.2025 BIS.zip (6.0 MB)

4

i9-14900… did you used that CPU with a BIOS older than April/May 2025 for some time? If so, the CPU may be damaged.

What you can do, is make a copy of the output video every so often. If it crash, you can manually start processing the video from around the same point as the last copy you made and then add the parts together in a video editing software.
(To make the the copy fully playable, you just need to multiplex it again in mkvtoolix)

5

I am writing to report that there is no way to get any version of your Starlight Mini (and New Starlight) to work on any of my desktop or laptop devices.

In every case, once I begin processing several PAL-format video files (720 x 576 pixels), the process irreversibly crashes, producing an error that cancels all the work done.

I am using five different Windows devices, all with high-end performance and suitable specifications, but the issue persists.

Here’s what I have tried so far:

  1. I have fully and properly installed and uninstalled various versions of Topaz Video AI on each device (starting from the official version 7.0.1 onward, including BETA versions), all the way to the latest “New Topaz Video” release, which crashes continuously when using the Starlight function and doesn’t even generate an error log. Additionally, it has problems resizing PAL files into inappropriate formats.
  2. I have modified the “Max GPU memory usage” setting in the preferences, testing values from 50%, 60%, 65%, 70%, 75%, 80%, 90%, up to 100%—but the same irreversible error always occurs during processing.
  3. I have reinstalled and updated all NVIDIA drivers for all my devices (RTX 4070 Ti, RTX 4080 SUPER, RTX 4090), but this made no difference.
  4. I have updated all hardware and software components on my systems, ensuring there are no conflicts or underlying issues. Despite everything being in perfect working order, there is no way to get Starlight to function correctly.
  5. I have also experimented with different output file parameters during the transformation process, but nothing helps.

Starting in late August 2025, your program no longer works properly, and I’ve been completely unable to process my files ever since. In the very first versions of Starlight Mini and during the first month after its launch, I never had a single issue. The files were perfect, and using the same devices, same settings, and same video files, everything worked flawlessly.

It’s clear that some structural changes have been made that have negatively affected the software’s functionality. I must also report that all my computers occasionally experience full system crashes without explanation when using your program, forcing a hard reboot.

With none of the official or beta versions up to 7.2.0.3b am I able to complete a single Starlight processing task, no matter which desktop or laptop I use. This is a serious and disabling issue.

I have generated numerous log files, but I find it pointless to send them all at once. I’ll attach a few examples instead. Please note, however, that the error is always the same across all devices and software versions. In the New Topaz Video, I couldn’t even find a way to produce logs, so I don’t know what to send—but the issue is the same as in older versions.

I am requesting urgent support, as I have been experiencing these problems daily for over a month, and the entire program has become unusable. I am also concerned that these repeated system crashes could damage my hardware.

Sincerely.
Uploading: logsForSupport DESKTOP del 26.09 (1).zip…
Uploading: logsForSupport NOTEBOOK 23.09.2025.zip…

6

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