Troubleshooting

Common Solutions

When experiencing any issues, try the following steps first:

1. Verify your computer meets the system requirements
2. Update your graphics driver or operating system to the latest version.
   macOS | Windows | Intel | NVIDIA | AMD
3. Restart the application; restart your computer and try again
4. Update to the latest version.
   Open Gigapixel and click "Update Available" on the top right or download a new installer from the Topaz Labs downloads page
5. Ensure network reliability and rerun the installer to repair issues

Solutions For Errors

Solutions For Images

Contact Support

In most cases, a quicker solution can be found by troubleshooting with the steps and articles listed above before contacting support.

Screen Capture

Please provide us with context of your issue by sharing screen captures or a recording that demonstrates the unexpected behavior you're experiencing.

Learn about screen captures:
Windows | Mac

System Profile

Include your system profile when you reach out to support for help.

Windows

Mac

Logs

Each time Gigapixel is used, information about the app's performance is recorded to help identify when problems occur.

These logs can be gathered by users and shared with the support team to speed up troubleshooting and problem solving.

Click the Help button in the upper right corner of the app and choose Contact support. Ensure that the toggle to Include logs is enabled.

Alternatively, you can manually gather logs.

From the Help menu of Gigapixel, choose the action Open log folder

In the contents of the Topaz Gigapixel folder, right-click on the Logs folder and choose to compress or zip

Attach the resulting zip file in a message to the support team along with a summary of the issue as the subject and detailed context in the message.

Sharing a description of your experience and the steps to reproduce the problem helps the support team to give the best support possible.

Community

Visit the Topaz Gigapixel Issues forum to review known issues and find steps for troubleshooting common problems.

Report An Issue