After upgrading to Version 1.70 it asked me to log in. I use Surfshark but even disabled it still left a watermark on videos even though my account shows logged in. Tried uninstalling and re-installing but no luck. Before this version, I had Surfshark running and it never asked me to log in everytime I started the program.
Can you share the logs to the support team at help@topazlabs.com for review? Some things have changed in the authentication process from 1.6.1 to 1.7.0 and the team is investigating situations where users are running into issues.
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.
Attached logs. Still have to log into my account every time I start the program and still puts the watermark on the clip. I’ve uninstalled and reinstalled the program several times.
Someone replied to your post.
| kyle.topazlabs Topaz Labs Staff
August 17 |
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Can you share the logs to the support team at help@topazlabs.com for review? Some things have changed in the authentication process from 1.6.1 to 1.7.0 and the team is investigating situations where users are running into issues.
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.
(attachments)
logsForSupport.zip (2.25 MB)
It looks like the logs are showing that the authentication token is not being cleared and refreshed correctly and could be getting blocked. This could be due to a change within 1.7.0.
I would recommend rolling back to 1.6.1 for now and Ill send the logs to the devs to look into this for a patch update.
Uninstalled 1.70 and installed 1.6.1.
Same issue. Asks me to log into my account. Watermark on video.
When I exit program and restart, it asks me to log in again.
New support logs attached.
Someone replied to your post.
August 19 |
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It looks like the logs are showing that the authentication token is not being cleared and refreshed correctly and could be getting blocked. This could be due to a change within 1.7.0.
I would recommend rolling back to 1.6.1 for now and Ill send the logs to the devs to look into this for a patch update.
Support logs.
Someone replied to your post.
August 19 |
- | - |
It looks like the logs are showing that the authentication token is not being cleared and refreshed correctly and could be getting blocked. This could be due to a change within 1.7.0.
I would recommend rolling back to 1.6.1 for now and Ill send the logs to the devs to look into this for a patch update.
(attachments)
logsForSupport.zip (2.65 MB)
It looks like the older expired authentication token is not being cleared when the new one is generated and that is causing the watermark to be applied.
Go to this file path and clear the auth.tpz file and then log back into the app and you should be good.
“C:/ProgramData/Topaz Labs LLC/Topaz Video/models/auth.tpz”
That file or path does not exist. There is no “models” folder nor auth.tpz file in the Topaz Labs LLC folder.
Someone replied to your post.
August 20 |
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It looks like the older expired authentication token is not being cleared when the new one is generated and that is causing the watermark to be applied.
Go to this file path and clear the auth.tpz file and then log back into the app and you should be good.
“C:/ProgramData/Topaz Labs LLC/Topaz Video/models/auth.tpz”
There is a “models” folder in the “neuroserver” folder but it doesn’t contain the auth.tpz file either.
Someone replied to your post.
August 20 |
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It looks like the older expired authentication token is not being cleared when the new one is generated and that is causing the watermark to be applied.
Go to this file path and clear the auth.tpz file and then log back into the app and you should be good.
“C:/ProgramData/Topaz Labs LLC/Topaz Video/models/auth.tpz”
In the logs you sent the file path is showing as this for that auth file.
C:/ProgramData/Topaz Labs LLC/Topaz Video/models/auth.tpz
However, let’s try copying this portion of that file path and pasting it within the Explorer address bar and see if that works, as doing the entire path can hit an error.
C:/ProgramData/Topaz Labs LLC/Topaz Video/models
Think that did the trick. Thanks!
Someone replied to your post.
August 20 |
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In the logs you sent the file path is showing as this for that auth file.
C:/ProgramData/Topaz Labs LLC/Topaz Video/models/auth.tpz
However, let’s try copying this portion of that file path and pasting it within the Explorer address bar and see if that works, as doing the entire path can hit an error.
C:/ProgramData/Topaz Labs LLC/Topaz Video/models
