Installation or Update Issues
If you encounter issues while installing a Topaz app, or experience issues after updating to a newer version, please follow the troubleshooting steps below.
Most installation and update-related issues can be resolved by running a Repair installation. If the issue still remains afterward, a full uninstall and fresh reinstall will usually resolve the remaining cases.
⬇️ Select if you are on Windows or Mac ⬇️
Step 1: Attempt to Repair the App
The Repair option will verify the app files, repair corrupted components and install any missing models.
- Go to your Apps Page
- Download and rerun the latest installer for the app
- When prompted, select Repair
- Once the Repair is complete, reboot your computer
- Retest the app
Step 2: Full Uninstall
If the issue remains after the Repair step, please test a full uninstall and reinstall of the app. A fresh installation can help resolve issues caused by corrupted model files, incomplete updates, conflicting older files, or plugin conflicts that may remain from prior versions or installations.
- Close all apps and programs
- Open "Add or Remove Programs" or Control Panel → Programs → Uninstall a Program
- Locate the Topaz app experiencing the issue
- Uninstall the app completely
- Reboot your computer after the uninstall completes
Step 3: Fresh Install
Once the uninstall and reboot are complete:
- Temporarily turn off your firewall and antivirus software
- Go to your Apps Page
- Download and install the latest version of the app
- Launch the app and retest
Step 1: Attempt to Repair the App
Rerunning the installer a second time attempt to repair the app. It will verify the app files, repair corrupted components and install any missing models.
- Go to your Apps Page
- Download and rerun the latest installer for the app
- Once the Repair is complete, reboot your computer
- Retest the app
Step 2: Full Uninstall
If the issue remains after the Repair step, please test a full uninstall and reinstall of the app. A fresh installation can help resolve issues caused by corrupted model files, incomplete updates, conflicting older files, or plugin conflicts that may remain from prior versions or installations.
- Close all apps and programs
- In FInder > Applications, Locate the Topaz app experiencing the issue
- Put the app in the Trash.
- Empty Trash
- Then delete your plist files - this should be about 2-4 PLIST files to delete.
- Reboot your computer.
Step 3: Fresh Install
Once the uninstall and reboot are complete:
- Temporarily turn off your firewall and antivirus software
- Go to your Apps Page
- Download and install the latest version of the app
- Launch the app and retest
Still Having Issues?
If the issue remains after completing all steps above, gather Logs for Support and contact us so we can continue troubleshooting:
- Open the app
- Go to: Help → Open Logs Folder
- Send all files from that folder in an email to: support@topazlabs.com
Please also include:
- A description of the issue
- The exact steps leading to the issue
- Whether the issue occurs during local rendering, cloud rendering, or both
- Which exact steps you have already carried out
- Screenshots of error messages, if any
Revert to a Prior Version
While Support reviews your logs and issue details, you may prefer to temporarily revert to a prior stable version to avoid interruptions to your workflow.
Topaz Gigapixel v1.1.3
You can access all prior Topaz Gigapixel releases here. Select your preferred version and the installer links will be available at the top of the release notes page.