Troubleshooting
Troubleshooting
Here are common issues and potential fixes or workarounds:
If you own a Photo AI license and are stuck in trial mode:
- Make sure you are using a version of Photo AI you own. The last owned version can be found on your My Products page.
- Make sure to log in with the email you used to purchase Photo AI. Saving login information with another email will create conflicts. Clear any saved login information and test with the correct credentials.
If your computer meets the requirements and you get crashes on Windows:
- Ensure the drivers for your graphics card(s) are current. If you would like assistance with this, please send us your System Profile to support@topazlabs.com.
- If Photo AI crashes when used as a plugin, first make sure you use a supported plugin. Unsupported plugins will have inconsistent behavior and will not be supported.
Test if the standalone version of Photo AI works from Program Files > Topaz Labs LLC > Topaz Photo AI. 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 (operating system) 15, test these steps, and delete your Photo AI coreML cache folder.
- If you are on an 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, use it in a supported plugin program. Unsupported plugins will have inconsistent behavior and will not be supported.
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 the prior Photo AI versions here
- Click on the version, and you will find the download links to return to it. There is no need to uninstall; just run the installer, and it will replace the versions.
Photo AI will require a stable, high-speed internet connection to install. If you get any issues during installation, see below for potential fixes.
If your installer shows as "unconfirmed 199138.crdownload" file
- This crdownload file is a temporary download file created by Google Chrome. This means that the download hasn't been completed yet.
- If it doesn't finish and remains as crdownload, it can mean you have a security blocker preventing the download. Make sure to test turning off the firewall and anti-virus momentarily to see if the install picks up and finishes. Test connecting to a hotspot from your mobile phone as an internet connection to rule out the router being the blocker.
- If nothing works to get it to work again, delete it and test a fresh installer from your “My Products" page.
- Once the crdownload file is complete, it will change it's name to: TopazPhotoAI-X.X.X.msi in your Downloads folder (the X parts will be the version number you are installing). Then you can double-click on it and the Install Wizard Steps will appear.
If you get a “Your CPU must support AVX instructions to install this program" error preventing the install, click on the button below to access our Community forum thread with solutions posted for this error:
AVX Blocker | See solutions
If you get the "Error opening installation log file" error when trying the in-app update:
- This error means that the in-app installer has a blocker. Until this blocker is found, it will be best to update using the direct links.
- Direct links for the Installer for all Photo AI versions will be found here on the Releases Page. Make sure to bookmark and save this link if a blocker also stops the in-app installer in the future.
If your Models are installing but seem stuck, no visible progress:
- There could be a blocker preventing the AI Models from installing. Make sure to test turning off the firewall and anti-virus momentarily to see if the install picks up and finishes. Test connecting to a hotspot from your mobile phone as an internet connection to rule out the router being the blocker.
- Once the security features are momentarily turned off or once you are connected to a mobile hotspot, rerun the installer, available from your “My Products" page. There is no need to uninstall; just rerun the installer, and it will pick up where you left off and install only the missing models.
If the Model Install is taking a long time:
- Photo AI will initially take some time to install, as all the AI models will be installed directly on your machine, to allow local and offline processing once completed.
- Once an initial install is completed, when you update versions, you will not have to reinstall all the AI models again. This makes installing updates much quicker than the initial install.
- If you do not see any progress, make sure to check the steps in the "Stuck" section above.
Check if a Known/Resolved Issue
Make sure to check our Community forum. The known issues will be in the In-Progress and Resolved Sections, and workarounds for each will be posted.
This is the "In Progress" Section:
In-Progress | Bugs and Issues Forum
This is the "Resolved" Section:
Resolved | Bugs and Issues Forum
How to reach Support
If you encounter a new bug or issue with Photo AI, the fastest way to reach us is to write to us at help@topazlabs.com. This will open a support ticket for our team.
In the email, please include:
- What Photo AI version are you using?
- The bug/issue and behavior you have encountered. Give as many details as you can.
- Any screenshots as necessary.
- Your system profile (Instructions for Mac or Instructions for Windows)
- Your log files can be found in-app, then go to Help > Open Log Folder. Zip all the logs you see and send us the zipped file in your email. If your app immediately crashes, you can skip this part as it will not allow you to get the logs.
New -> Send a ticket directly from in-app
