Troubleshooting

If you are stuck in a version in Trial:

• Make sure to go into Photo AI using the version you own, you can see which is your last Owned version in your My Products page.
• Make sure to log in with the email you purchased Photo AI with. If you have saved log in information with another email, it will create conflicts. Clear any saved log in information and test with the correct credentials.

If your computer meets the requirements and you get crashes on Windows:

• Make sure your drivers for your graphic card/s are up to date. If you want us to confirm if they are up to date and send back links to update to the latest drivers, send us your System Profile to support@topazlabs.com and we can have a look.
• If you get a crash using the plugin, make sure to use in a supported plugin program. Unsupported plugins will have insonsistant behavior and are not supported. Also test if the standalone of Photo AI, from Program Files > Topaz Labs LLC > Topaz Photo AI, works. The standalone needs to work before the plugin does

If your computer meets the requirements and you get crashes on Mac:

• If you are on OS 15, test these steps, and delete your Photo AI coreML cache folder.
• If you are on a older OS, see if you can update to OS 14 or 15 to avoid any limitations with Photo AI enhancements.
• Make sure to be on the latest OS to avoid any limitations.
• If you get a crash using the plugin, make sure to use in a supported plugin program. Unsupported plugins will have insonsistant behavior and are not supported. Also test if the standalone of Photo AI, from Finder > Applications, works. The standalone needs to work before the plugin does.

Download a prior version

If you have remaining issues, and need a working Photo AI version until we troubleshoot the latest version with you:

• You can access here the prior Photo AI versions
• Click on the version and you will find the download links to revert to it. No need to uninstall, just run the installer and it will replace the versions.