That’s disappointing. Please consider this a feature request then. These are recommended formats for present Sony cameras that aren’t likely to go away.
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Let’s try updating you to the most recent version release to see if this resolves the issue.
Please make sure you’ve also turned off any firewall, VPN, or proxy that may be on your computer. These are known to block the installation. Also, make sure there are no settings or configurations in your OS system that could interfere.
Try using the link below to update:
If you are still experiencing problems, please reach out to us at the following link:
Thanks for your response. I have updated to Photo AI 3.0.0. with no improvement in processing batch files. The program still crashes/restarts: 1) sometimes the program will close out or 2) the progam will restart as if I just copied the files for processing - waiting for the ‘Select All’ then ‘Export image’ to be clicked on. I never know when the program will crash. I have successfully processed up 150 out of 403 JPG images to JPEG each around 1.8MB to 2.8MB in size, but this is a hit or miss process. Other times it will fail with just a few files in the queue. Typically, I limit the queue size to 30 to 50 images due to program errors. I even close the program between batches to clear any caches. I have hundreds of files I want to batch process. Regarding the original raw ARW [88MB to 97MB file size] to DNG compressed [198MB to 214MB file size] reported error, I loaded 10 files and the program restarted after processing 3 images, with no other program running.
System info:
Computer Lenovo ThinkCentre M90t
Windows 11 Pro, version 23H2, OS build 22631.3447
Processor Intel(R) Core™ i7-10700 CPU @ 2.90GHz 2.90 GHz
Installed RAM 32.0 GB (31.7 GB usable)
System type 64-bit operating system, x64-based processor
Would you mind sending in some more information to get a better understanding of the problem you are having with this particular type of image?
You can securely submit your image(s) to my Dropbox using the link below.
Please be sure to send me a note to let me know you sent something.
Dear John, thx for your reply. I just uploaded one image where i have the problem. Funny, i tried older RAW files and younger RAQ files form the camera. And it works. But other Software have not issues with the image. Thanks in advance
I’d like to get some more information to help troubleshoot the problem you are having.
Could you send us your computer’s full system profile?
Also if you can, please try to recreate this crash in Topaz Photo AI, then go to Help > Open Log Folder, please send me all of the files within that folder. You should be able to attach them directly as a response to this email.
You can securely submit your files(s) to my Dropbox using the link below. Please be sure to send me a note to let me know you sent something.
Hi John,
Thanks for the continuing effort to resolve my Topaz AI crash issue. I have attached my full computer profile and the log files.
Cheers,
Roy
DxDiag.txt (106 KB)
2024-04-21-16-23-40.tzlog (72 KB)
2024-04-21-15-56-41.tzlog (82.3 KB)
2024-04-21-16-26-16.tzlog (67 KB)
2024-04-21-16-29-35.tzlog (72 KB)
2024-04-21-16-21-20.tzlog (73.7 KB)
2024-04-21-16-33-6.tzlog (24.1 KB)
2024-04-21-17-38-42.tzlog (24.1 KB)
2024-04-23-18-21-58.tzlog (34.7 KB)
2024-04-23-18-33-0.tzlog (73.7 KB)
Filter Plugin Log.txt (8.37 KB)
2024-04-23-21-05-17.tzlog (161 KB)
2024-04-23-21-13-12.tzlog (26.3 KB)
lastSessionFiles.txt (1.23 KB)
Topaz Photo AI Installer Log.txt (1.63 MB)
Hi John,
I tested version 3.01 today and all my issues still exist. I crashed both with the ARW to DNG compressed image processing and a large set of JPG to JPEG images. I have attached the recent set of log files. It does appear the memory problem has been resolved.
Cheers,
Roy
Topaz Photo AI Installer Log.txt (1.62 MB)
2024-04-23-21-05-17.tzlog (161 KB)
2024-04-26-09-39-33.tzlog (29.1 KB)
2024-04-23-21-13-12.tzlog (26.4 KB)
2024-04-23-18-33-0.tzlog (73.7 KB)
2024-04-26-09-57-43.tzlog (27.5 KB)
2024-04-26-09-57-57.tzlog (137 KB)
2024-04-26-09-57-57-1.tzlog (1.25 KB)
2024-04-26-10-05-18.tzlog (273 KB)
lastSessionFiles.txt (58.3 KB)
2024-04-26-11-20-21.tzlog (25.3 KB)
Filter Plugin Log.txt (8.37 KB)
2024-04-26-10-22-43.tzlog (27.5 KB)
2024-04-26-10-22-55.tzlog (7.78 MB)
Thanks for sending those in and sharing that information.
I would like to see if updating your GPU driver will resolve the problem.
Please use the following link to update your driver: Intel | Driver Update
After the update, let me know if you are still experiencing the problem.
Hi John,
I continue to be amazed and appreciative of the customer support from the Topaz AI team.
The following programs stated my Intel UHD Graphics 630 was up to date: Lenovo update, Windows Update and Windows Device Manager.
I installed the Intel Driver & Support Assistant program. The program stated the driver was up to date with the following disclaimer, “A customized computer manufacturer driver is installed on your computer. The Intel Driver & Support Assistant is not able to update the driver. Installing a generic Intel driver instead of the customized computer manufacturer driver may cause technical issues. Contact Lenovo for the latest driver for your computer.” Since I already ran the Lenovo driver update check, I am at a loss as to what to do. If I decide to upgrade my video card, what are the recommended specifications I should look for? Or any particular video cards [would be easier for me]?
Cheers,
Roy
Hi John,
After checking, my Intel UHD Graphics 630 device is integrated into the Intel Core i7 CPU.
Roy
Thanks for that information and feedback Roy.
Let’s try setting adjusting your AI Processor to see if we can get the application to be more stable on your machine. Please open Topaz Photo AI and go to Preferences > General and set your AI Processor to your GPU. Run some test and let me know how that goes for you.
Hi John,
I made the AI Processor change from “Auto” to “Intel UHD Graphics 630”.
Went to process 12 large [89,532KB to 97,204KB] Sony ARW files to DNG compressed. After 5 files, all of the remaining files had “Error: Could not read image”. Restarted Photo AI and processed the remaining 7 ARW files with no problem.
My first test of processing 113 JPEG files was successful.
My second test of processing 300 JPEG files resulted in Photo AI automatically closing after processing 191 files.
In conclusion, no change in performance after changing the AI Processor setting.
I have attached the log files. The last log file, 2024-05-07-16-23-39.tzlog, had 0KB so it was not attached.
Cheers,
Roy
2024-05-07-16-23-39.tzlog (25.5 KB)
2024-05-07-11-02-14.tzlog (114 KB)
2024-05-07-11-07-10.tzlog (279 KB)
2024-05-07-10-21-48.tzlog (302 KB)
2024-05-07-13-39-2.tzlog (965 KB)
2024-05-07-14-27-25.tzlog (304 KB)
2024-05-07-16-18-54.tzlog (27.6 KB)
2024-05-07-14-32-14.tzlog (4.36 MB)
2024-05-07-15-16-4.tzlog (7.13 MB)
This is to inform everyone about our latest Topaz Photo AI update, which resolves the memory leak issue from this thread 
You can use the in-app update option, or you can click on the following link to download the installer:
Let us know how this goes for you, and if you have any feedback or comments, you can always reach out to us here or you can send us an email at help@topazlabs.com
Hi John,
Test of Photo AI 3.0.2.
Went to process 12 large [89,532KB to 97,204KB] Sony ARW files to DNG compressed. After 5 files the program closed. Lg files are attached.
Cheers,
Roy
2024-05-10-14-39-14.tzlog (28.2 KB)
2024-05-10-14-45-3.tzlog (301 KB)
1 Like
It should probably be mentioned that a message which says “Unsupported format” would be much better than the program crashing. That’s the bug here, I’d say.
Hi John,
Test of Photo AI 3.0.3.
Went to process 17 large [89,532KB to 97,204KB] Sony ARW files to DNG compressed on 6/4/24. After 5 files the program closed. Log files are attached.
Processed 319 jpeg files successfully for the first time on 6/5/24. Thanks!
Cheers,
Roy
2024-06-04-19-56-7.tzlog (278 KB)
2024-06-05-08-21-53.tzlog (11.4 MB)
Hi John,
Test of Photo AI 3.0.4
Went to process 12 large [89,532KB to 97,204KB] Sony ARW files to DNG compressed on 6/13/24. After 5 files the program closed. Tried again resulting in 6 files processed and the rest stating, “Error:Could not read image”. Log files are attached.
Cheers,
Roy
2024-06-13-20-14-39.tzlog (280 KB)
2024-06-13-20-39-7.tzlog (315 KB)
2024-06-13-20-14-22.tzlog (25.9 KB)
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