Video AI 7.1.1 freeze Windows 11

Video AI Bugs and Issues
1

I am processing long videos (40+ mins) nearly 24h/24 during days. With Video AI 7.1.0 (and earlier), I never had any problem.

After updating the Video AI 7.1.1, my computer started to freeze in the middle of some processing. Only way is to force a power-off (If I wait long enough, Windows display a “Clock watchdog timeout error”).

I first belived that it was caused by the new NVIDIA drivers as I updated them at the same time. I tried to rollback the drivers but the problem keep happening.
Then I tried to downgrade Video AI to the 7.1.0 version and the problem never happened again.

Naturally, it may be caused by a problem with my PC. But it doesn’t change the fact that the problem never happen with version 7.1.0 (or earlier) and keep happening with version 7.1.1

After doing a power off and booting the computer again, I have an error “WHEA-Logger” (A fatal hardware error has occurred. A record describing the condition is contained in the data section of this event) with Event ID 1. But it may be because of the forced power off and not the crash itself. (I don’t have any other error in Event Viewer)

PS: I am sorry, I currently can’t update again to version 7.1.1 to try to get more information.

Windows 11 Pro
Topaz Video AI 7.1.1

2

This sounds like an issue we are seeing and investigating in 7.1.1 that causes the models to not download correctly causing the app to stall.

The team is working on addressing it as quickly as they can.

3

Usually, the models end-up being downloaded. Then the video start being processed. It’s in the middle of processing that the whole computer freeze (not just the app). Mouse and keyboard are not responding at all, remote network access is not working, pushing the power button (which should initiate a shutdown) is not doing anything. I have to pull the plug (force power off) and start the computer again.

4

Can you pull the logs and the system profile to send over to us to take a look? Help@topazlabs.com

How To Obtain Your System Profile (Windows)

To gather logs, please select Help > Logging > Get Logs for Support and attach the zip file to your reply.

Here is a video to help with the steps of how to collect the logs.

5

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