Video Ai 5.2.x Freezes every time

[peter.g]

After startup and activation the app freezes every time I try to load a video. I have completely uninstalled, re-booted, re-installed and the result is still the same. All drivers are current.

If I uninstall and then revert to version 5.1.4 the program works fine.
(I note some errors in the logs (both versions) that seem to relate to the fact that my machine is domain joined and user documents are redirected to the main server.)

Log not posted for security/privacy
DxDiag.txt (150.4 KB)

[kyle.topazlabs]

Your system looks good to run the app without issue. If you can send the logs to the support team directly at help@topazlabs.com that way they can be reviewed without openly sharing them on the forum.

[menditsa]

Looking at your Diagnostics section you appear to have 2 seperate antivirus software running at the same time, one seems to be blocking the other.

[peter.g]

Thanks for that suggestion but no, I only have one AV running and Windows Security confirms that it defers to AVG.

The issue has (temporarily) been resolved with the beta v5.2.3.1.

[menditsa]

Glad to hear working with latest beta.

But you have a service running cyber-protect-service.exe which is part of Acronis Cyber Protect software that appears to be blocking avc.dll which is a core part of AVG

[peter.g]

I do not use the Acronis Cyber Protect Service. Yes it gets installed with Acronis TI but I disable the option (i’m only interested in their backup solutions) and a quick check of Services confirms that it is not running. Thanks very much for the “second” look!