Video AI 6 Won't Activate

Topaz Video AI Bugs and Issues
1

I continue to have issues getting this activated. It asks for my username/password and when I enter it, all it wants to do is ‘Start free trial’. I bought and paid for this app Dec 29, 2024 and have NOT been able to run it. I see that others are having this same issue, but in my case, NOTHING happens. It stays on the login screen. I NEVER get into the program trial mode or not.

This needs to be fixed

2

Can you provide a little more information?

Installed version? OS? Build? Is your machine connected to the internet (license checks) any visible errors?

Applying some basic networking logic following should be tested/considered

1. Network or certificate issue blocking login

Even though you enter valid credentials, the app relies on secure HTTPS/API requests to contact Topaz’s license servers. If something is interfering (like antivirus, a proxy, expired certificate, or DNS filtering), it can silently fail.

Try:

  • Temporarily disable VPNs, proxies, and antivirus/web filtering tools.
  • Make sure *.topazlabs.com and *.topazlabs.net are reachable.
  • Try a different network (e.g., mobile hotspot) to rule out local filtering.
  • Open this in a browser:
    https://api.topazlabs.com/
    If it doesn’t load or gives a certificate error, that’s likely the root of the problem.

KEY: TEMPORARY!!! Do not leave them off… it makes me shiver just telling you to do that.

2. Local keychain or credential storage failure

On some systems (especially macOSx, cuz its ass) login attempts silently fail if the app can’t write auth tokens to the secure keychain or Windows credential vault.

Try:

  • Fully uninstall the app.
  • Manually delete any Topaz-related folders in:
    `~/Library/Application Support/Topaz Labs LLC/
  • Then reinstall the latest version from Topaz Labs | Downloads

3. Corrupted cached session

It’s possible the login token cache is broken and won’t refresh properly.

Try this:

  • Disconnect from the internet
  • Launch the app (it should fail to connect)
  • Reconnect internet
  • Try logging in again from a “clean state”

Also worth checking:

  • Is your license showing up when you log into https://topazlabs.com/account?
  • Is the clock/date on your machine accurate? (SSL token issues can happen with system clock drift)
  • Are you running the app on the same OS you used to purchase it? (some offline OS setups or older macOS versions fail SSL negotiation silently)

If all else fails:

Definitely open a support ticket with Topaz Labs and include the following:

  • The exact OS version
  • App version you’re installing
  • Whether you’re using Apple Silicon or Intel (on macOS)
  • Whether the login screen just freezes or shows an error in logs

They’ll want to see that to trace the login failure.

Let me know if you want help interpreting the log file—it might point directly to what’s going wrong under the hood.

Cheers

3

I am running a Mac Studio with Sequoia 15.4.1 (M1 chip). I Keep my OS up to date so, I got Video AI in December and I am sure that Sequoia has updated since.

I am totally connected to the internet and I am NOT getting any errors. It just freezes on the message start trial mode.

I have NO VPNs, NO antivirus, Can and AM logged into topazlabs.com. I also do not have any issues downloading, updating and running any of my other Topaz apps.

All my licenses show up in my account at topazlabs.com/account.

The logs are not there. I will find them. I have over 75TB attached to this Mac and most production is done off system device due to size.

And Stop knocking Mac. And I don’t appreciate swearing.

4

And i don’t appreciate people getting upset over a joke when you’re spending your free time trying to help!

Good luck,
Cheers

5

I am going to add a little bit more about this issue. It appears that this is happening only on the 6.2.0 version of Video AI. I have 6.1.3 that works just fine.