Version 1.3.8 crash

Version 1.3.8
Steps to reproduce issue:
DxDiag.txt (91.4 KB)

2023-06-12-11-46-56.tzlog (65.1 KB)
2023-06-12-11-49-40.tzlog (311.6 KB)
2023-06-12-11-54-19.tzlog (12.0 KB)
2023-06-12-11-58-23.tzlog (9.5 KB)

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

Thanks for reporting this. I shared it with my team so we can look into a fix for it.

Does this happen often on your computer?

Yes, it happens two or three times a day. It seems to happen just after Version 1.3.8 has written a modified file to the PC. The PC goes into a complete reboot. Sometimes I can repeat the crash by reloading the same jpg and repeating the processing. Sometimes this results in no crash and the program continues to process and save further photos.

Have a look at the system information provided at the beginning of this thread. Is my graphics configuration adequate?

Your computer meets the minimum requirements for Topaz Photo AI. However, there is an issue with the graphics driver and Topaz Photo AI that is causing the crash.

We are working with Intel to figure out why this is crashing. In the meanwhile, I would recommend installing this driver and rebooting your computer.

Then try processing some images again and let me know if it’s still crashing after.

Thanks for your advice. I have found version 1.3.9 is working without crashing. I downloaded the BETA driver suggested, but on install it reported that my present driver is newer, so I stayed with the present driver.

I’m now running 1.3.11 and the intermittent PC reboot problem has started to happen again. At the point it is about to write to disk the first in a series of photos, OR as it begins to process the 2nd in a series, the PC reboots. Since we last talked, I have found and upgraded the Intel(R) UHD Graphics 750 to the latest driver. That seemed to help when I was running 1.3.9 and 1.3.10 as I had no reboots.
Is there a way of winding back a TOPAZ update?
Do you want to see the latest log files?

@philip.hunt I’ll pass this back to our Topaz Photo AI specialist, but in the meantime you can try downgrading by clicking one of our previous release threads!

The “crash” is not just Topaz stopping. The whole PC stops and reboots. That’s unusual.
This mysterious “crashing” may have something to do with one or more programs attempting to modify the file that Topaz AI is writing. I see that if I have a batch of files started in Topaz, it first writes a new file for each item in the batch. Then, once it has done its magic, it overwrites each file.

I am running 2 programs in the background. Copernicus Desktop Search and Tag That Photo. Each of these responds to the appearance of relevant new files to do their job. In other words, they attempt to access the files created by Topaz asap.
I exited both programs and, so far, I have been able to run 5 batches of between 50 and 100 pics on Topaz without the PC rebooting.
I reinstated the 2 background programs and Topaz shuts the PC down after writing the first item of the batch.
What do you think?
PS. I am running 1.3.11

This is odd behavior. I haven’t heard of those applications interacting with Topaz Photo AI before.

Could you try opening Task Manager with everything running and see what part of the computer is getting overdrawn and possibly causing the reboot?

That may help us figure out the exact cause so we can try to resolve this. In the worst case, you may need to pause those two applications when using Topaz Photo AI.

I ran Task Manager when is started to happen but there was no clear connection between Topaz Photo AI and these other programs. Until the moment when the PC rebooted, there were no obvious excessive memory or CPU demands. I’ve adopted the workaround of pausing the offenders and haven’t had the problem since.

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