Video AI 5.3.3 won't start, hangs indefinitely [Windows 11]

[jason.a_beyers]

Hi,

Over the past few months, Topaz Video AI 5.3.3 hangs indefinitely on startup, on Windows 11. Occasionally it works, sometimes after a 1-hour wait, but I’ve let it churn for 24 hours before giving up & killing the process.

When Topaz Video starts up, it quickly eats up the available memory on my PC – consuming 75GB of the 96GB I have in the system (which is typically all that is left after other programs).

I’m not sure if this coincides with upgrading to the latest version, and I had used the app for most of the last year without issue, on this same PC. Graphics drivers (for Nvidia 5090) are up to date, and I have no issues with GPU-intensive programs including other AI-related ones (ComfyUI).

I’ve tried reinstalling Topaz, restarting my PC many times, etc. I’ve attached the DxDiag file. However, I’m not sure where to look for log files, since I’m unable to get into the app menu to get these (since the app never starts up). I’ve also attached a screenshot of the hung UI along with what Task Manager saw at the time, showing 75GB of memory usage for Topaz.

Please advise. Thank you!

DxDiag.txt (102.0 KB)

[menditsa]

Go to the end of the dxdiag and look under the section:

---

Diagnostics

You will see numerous memory errors and hardware errors.

Quite hard to pinpoint the culprit but I will say it’s down to bios settings.

You will have to read the MOBO manual for your system and google any problems.

Ideally you want zero WHEA errors.

Sorry can’t be more specific but it’s going to a case of trial and error.

[margaux.topazlabs]

Have you tried to uninstall/reinstall the app?

The logs can be found from the manual file path:

C:\Users\Owner\AppData\Roaming\Topaz Labs LLC\Topaz Video AI\logs

[jason.a_beyers]

Yes, I have uninstalled & reinstalled a couple times.

Thanks for passing along the log path. I’ve attached a log from a recent startup attempt. Looks like it is hanging while attempting to load a preview from a file I had previously processed with Topaz Video AI.
2024-10-08-16-16-22-Main.tzlog (3.0 MB)

Except of the part that repeats indefinitely:

2024-10-08 16-22-46.630 Thread: 27616 Info [InstantReaderWatcher] metaData from processInfo for view 0 is QMap((“filterComplex”, QVariant(QString, “”))(“frameRatio”, QVariant(double, 0.993377))(“inputFps”, QVariant(double, 30.0285))(“originalFps”, QVariant(double, 0))(“outputFps”, QVariant(double, 30.0285))(“outputHeight”, QVariant(QString, “1072”))(“outputScale”, QVariant(QString, “100”))(“outputWidth”, QVariant(QString, “604”))(“previewPath”, QVariant(QString, “C:/Users/jason/Documents/Topaz VideoAI Projects/DefaultProject/previews/2024-09-08 13-20-37 - Trim_tvai.mp4”))(“rotation”, QVariant(QString, “3”))(“slowMoFactor”, QVariant(int, 1))(“viewID”, QVariant(int, 0)))
2024-10-08 16-22-46.630 Thread: 27616 Info [InstantReaderWatcher] ^^&& Enqueued metaData for view 0 to queue size 1 “”
2024-10-08 16-22-46.630 Thread: 23904 Info [InstantReaderWatcher] ^^&& populated metaData from processInfo to InstantReader videoio::InstantReader(0x1db03fabc70) false false
2024-10-08 16-22-46.630 Thread: 23904 Info [InstantReaderWatcher] ^^&& FINISHED populated metaData from processInfo to InstantReader videoio::InstantReader(0x1db03fabc70) false false
2024-10-08 16-22-46.630 Thread: 23316 Info [DiskCacheWriter] cached records cleared
2024-10-08 16-22-46.634 Thread: 27616 Info [InstantReaderWatcher] metaData from processInfo for view 1 is QMap((“filterComplex”, QVariant(QString, “”))(“frameRatio”, QVariant(double, 0.993377))(“inputFps”, QVariant(double, 30.0285))(“originalFps”, QVariant(double, 0))(“outputFps”, QVariant(double, 30.0285))(“outputHeight”, QVariant(QString, “1072”))(“outputScale”, QVariant(QString, “100”))(“outputWidth”, QVariant(QString, “604”))(“previewPath”, QVariant(QString, “C:/Users/jason/Documents/Topaz VideoAI Projects/DefaultProject/previews/2024-09-08 13-20-37 - Trim_tvai.mp4”))(“rotation”, QVariant(QString, “3”))(“slowMoFactor”, QVariant(int, 1))(“viewID”, QVariant(int, 1)))
2024-10-08 16-22-46.634 Thread: 27616 Info [InstantReaderWatcher] ^^&& Enqueued metaData for view 1 to queue size 1 “”
2024-10-08 16-22-46.634 Thread: 37880 Info [InstantReaderWatcher] ^^&& populated metaData from processInfo to InstantReader videoio::InstantReader(0x1db03fac470) false false
2024-10-08 16-22-46.634 Thread: 37880 Info [InstantReaderWatcher] ^^&& FINISHED populated metaData from processInfo to InstantReader videoio::InstantReader(0x1db03fac470) false false
2024-10-08 16-22-46.634 Thread: 43592 Info [DiskCacheWriter] cached records cleared

I have a memory dump file, but it is quite large (30GB). Please let me know if that would be worth looking at, and I can host it somewhere & pass along a link.

Looking at the path that Topaz was looking for, I noticed that “C:/Users/jason/Documents/Topaz VideoAI Projects/DefaultProject/previews/2024-09-08 13-20-37 - Trim_tvai.mp4” doesn’t exist on disk, and the containing DefaultProject folder was only 150MB in size. I then just renamed DefaultProject to DefaultProject2 on disk, and now Video AI loads instantly. But unfortunately now I have lost my project.

So perhaps this is really just a corrupted project issue?

Thanks so much!

[margaux.topazlabs]

It’s possible that one of the files that was loaded into the app was causing issues and wouldn’t let the app load properly. Typically in situations where the app isn’t opening correctly, or crashing shortly after opening the app, I recommend clearing out the project file and starting fresh.