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 ⬇️

Windows Mac

If all models work in v1.6.0 except Remove tool (Error loading model), see specific steps below.

WINDOWS ONLY - Steps if the issue is ONLY with Remove Tool

For all other models, continue on this current page with below steps.

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Step 1: Attempt to Repair the App

The Repair option will verify the app files, repair corrupted components and install any missing models.

Before Starting: Close all apps and programs and Temporarily turn off your firewall and antivirus software to help ensure nothing blocks models or app components from installing correctly

1. Go to your Apps Page
2. Download and rerun the latest installer for the app
3. When prompted, select Repair
4. Once the Repair is complete, reboot your computer
5. Retest the app

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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.

1. Close all apps and programs
2. Open "Add or Remove Programs" or Control Panel → Programs → Uninstall a Program
3. Locate the Topaz app experiencing the issue
4. Uninstall the app completely
5. Once the uninstall done, confirm that all Topaz Photo folders are removed from Topaz Labs LLC in both Program Files (C:\Program Files) and ProgramData (this is a hidden folder, to find this make sure to copy and paste this path in File Explorer: C:\ProgramData\Topaz Labs LLC\Topaz Photo
6. Confirm all registries for Topaz Photo are deleted: How to delete your Registry on Windows
7. Reboot your computer after the uninstall completes

While in Add or Remove Programs, this is also a good opportunity to uninstall unused older Topaz apps you no longer use to help avoid conflicts and free up disk space.

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Step 3: Fresh Install

Once the uninstall and reboot are complete:

1. Temporarily turn off your firewall and antivirus software
2. Go to your Apps Page
3. Download and install the latest version of the app
4. Install clicking All models instead of only Recommended
5. Launch the app and retest

Still Having Issues?

If all models work in v1.6.0 except Remove tool (Error loading model), see specific steps below.

WINDOWS ONLY - Steps if the issue is ONLY with Remove Tool

For issues with any other models that remains after completing all steps above, gather Logs for Support and contact us so we can continue troubleshooting:

1. Open the app
2. Go to: Help → Open Logs Folder
3. 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 Photo v1.5.1

• Windows: Download
• Snapdragon: Download
• Apple Silicon Mac (M1, M2, M3, M4, M5): Download
• Intel Mac (Older Macs): Download