V7.4.0 Force closes app after update

We are seeing a rising number of user reporting that their computers are closing after updating to version 7.4.0.

This appears to affect both MAC and WINDOWS users. We are in the midst of resolving the conflict.

We apologize for the disruption to your workflow.

If you need to continue working, a temporary solution is to downgrade to v7.3.2, re-enable lens correction in your Preferences and then update again.

Please submit a ticket with our Support team and let us know if the problem occurs despite the temporary fix.

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@esther.huynh can you explain how to submit a ticket to the support team? Might be helpful for everyone.

https://support.topazlabs.com/ page says that documentation has been moved to https://docs.topazlabs.com/ page, but that page does not make it easy/obvious as to where to “submit a ticket”.

Entirely possible I am totally missing it, so I apologize if its just me.
Thanks for the help.

HI Scott!
Great question and thanks for asking!

You can either click this link > Home | Topaz Labs Docs where you’ll see a chat box that helps you connect with our support team directly. They usually start a support ticket for you.

It will look like this below:

If you don’t see the chat, you can start an email with us at support@topazlabs.com

Let me know if that helps a little more!

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Hi @esther.huynh I had to disable Ad Blocker (Chrome browser) for the chat support to show up. Just mentioning incase others have issues with that. Will follow up there. Thanks for you help.

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absolutely! glad to help! and thank you for your notes about the Adblocker - helpful for other users for sure

To downgrade to v7.3.2, should I uninstall Gigapixel first, and then launch the v7.3.2 installer? Or can I just launch the v7.3.2 installer and…select “repair” or install? I don’t want to mess up anything (or remove a bunch of AI things/models unintentionally). I appreciate the advice. Thanks

What I’d recommend is to open and run the v7.3.2 installer and let it completely finish.

Then run the same v7.3.2 installer again and click Repair.

This should be helpful in avoiding redownloading models and saving a little more time.

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We have created a Hotfix for this issue now available in v7.4.1 - thank you!

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This procedure worked great. Now running v7.3.2.

I’m going to give it a day (or two) before trying v7.4.1 as I have some projects in process. But thank you @esther.huynh and the Topaz Labs team for your help and getting on this. :+1:

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Love to hear that Scott!

Appreciate your patience with our team and reach out again anytime =)

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