Troubleshooting
Below are common Issues that can occur, with their fixes or workarounds, a section to revert to a prior version and a section to Contact Support if any issues remain.
Common Issues and Fixes
If you have a Topaz Gigapixel subscription and you are stuck with the paywall:
- Make sure to check your Account page, to confirm the Topaz Gigapixel app is Active on the email you are logged with.
- Make sure you are in the correct app. Some apps will have similar names; the apps you have access to will be in your Account page. Example Gigapixel AI is a discontinued app vs Topaz Gigapixel is the subcription-based, newer app. The newer app does not have AI in it's naming. All the installers will be in your Account page.
- Make sure the email used to log into the app is the same email. To check what email you are logged in with, in-app, click on the grey rounded icon top right of the app. This menu opened will show what email you are logged in with. You can also click on the Account Settings to see what products are owned on this specific email. If the email is not the one you purchased your Topaz Product with, click on Log out and log back in again with the correct email.
If the app is downloading models each time you open it, it means that they are missing, and the app is trying to repair itself. If downloading models doesn't work from inside the app, please see this article explaining how to identify the blockers.
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, send us your System Profile to support@topazlabs.com.
- If you are editing files from/to a hard drive, test with the image placed locally (Desktop for example) - to rule out any hard drive issues (space, permissions, corrupted)
- If you get a crash using the plugin, see the Plugin Section.
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 editing files from/to a hard drive, test with the image placed locally (Desktop for example) - to rule out any hard drive issues (space, permissions, corrupted)
- If you are on an older OS, see if you can update to OS 14 or 15 to avoid any limitations with some models.
- If you get a crash using the plugin, see the Plugin Section.
Topaz Gigapixel 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 your browser. 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: TopazGigapixel-X.X.X.msi in your Downloads folder (the X part 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. Verify that the specified log file location exists and is writable." 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 Topaz Gigapixel 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:
- Topaz Gigapixel 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 installation.
- If you do not see any progress, make sure to check the steps in the "Stuck" section above.
If you get the error "This installation package could not be opened. Contact the application vendor to verify that this is a valid Windows Installer package."
- First test is to make sure to use a Direct Link: they 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 the error occurs with the direct link, test moving the installer on your Desktop and to run it from there.
- Also make sure to test with firewall, anti-virus off to see if this is the blocker.
Topaz Gigapixel is a supported Plugin for these programs listed here. The link will show the supported workflow for each program. Using Topaz Gigapixel as a plugin splits the graphic memory of your computer, and it will be important to make sure your machine meets Topaz Gigapixel's Minimum Requirements.
If you are not finding the plugin, it could be incorrectly installed:
- If you have multiple versions of the host program (Photoshop 2023 and 2024 for example) uninstall the older version to avoid conflicts.
- Then ensure all programs are closed, and rerun the installer from your My Products page to install the plugins correctly.
If you are on Mac and you get any issues using a plugin, test the steps below:
- Make sure all programs are closed.
- Go to Apple menu > System Settings (or System Preferences) > Privacy & Security > Full Disk Access
- (If applicable, Click the padlock icon 🔒 to unlock) - Then click the + button, find the Adobe Photoshop program (or any other plugin program you are using) in the Applications folder and make sure it's Toggle is turned on.
- You may need to enter your administrator password for the changes to take effect.
- Then retest the plugin.
If you get any issues during Export:
- Make sure your computer meets the System Requirements for Topaz Gigapixel.
- Check that you are using your full machine's capabilities:
- In the "File" menu (1) then in Preferences > General > AI Processor > to be on Auto (2).
- Being on Auto AI Processor will use your RAM and VRAM memory together. - If you are editing files from/to a hard drive, test with the image placed locally (Desktop for example) - to rule out any hard drive issues (space, permissions, corrupted)
(1) The "Edit" menu is the "Topaz Gigapixel" menu on a Mac.
(2) Auto is the default AI Processor option and should be the one used. Only use other AI Processor options if suggested by our Support Team as part of troubleshooting steps or if you have an unsupported, under-powered machine that does not meet the minimum requirements for Topaz Gigapixel (you can test CPU if that is the case).
First step is to make sure your computer meets the minimum requirements for Topaz Gigapixel. Under-powered computers will have issues with Topaz Gigapixel and have inconsistent behavior, slow processing and crashes.
If you are editing files from/to a hard drive, test with the image placed locally (Desktop for example) - to rule out any hard drive issues (space, permissions, corrupted)
Check For Known/Resolved Issue
Review our Community Forum. Issues will be under the In-Progress and Resolved sections, and workarounds or resolutions will be posted.
Known Issues reported by users are in the "In Progress" Section of our Forum:
In-Progress | Bugs and Issues Forum
Contact Support
If you encounter a new bug or issue with Topaz Gigapixel, contact us by submitting a support ticket through the Help > Contact support button.
If you're unable to access the automated ticket submission, write to us at help@topazlabs.com. This will open a manual support ticket with our team.
When contacting us, please include:
- What Topaz Gigapixel version are you using?
Top of the app will mention the version - What email was your license purchased with?
Review your confirmation email for an order #TS-XXXXXXX - Describe the bug/issue and behavior you have encountered.
Give as much context as you can - Describe your workflow.
File type? Plugin or Standalone? What are you trying to accomplish? - Please share screenshots, before & after comparisons if necessary.
- Your System Profile.
Instructions for Mac | Instructions for Windows - Logs: Go to Help > Open Log Folder. Zip the entire folder and send us the zipped file in your email. If your app immediately crashes, we can send you instructions for manually accessing the logs.
Other Links
Solutions For Errors
