Troubleshooting

Activation Issues

If you are experiencing activation or login issues, please review our full activation troubleshooting guide:

Activation Issues

Topaz Video Specific Activation Issues

Special or Non-ASCII Characters in Password

Some special or non-ASCII characters in your password may cause activation errors.

If you are unable to log in:

• Change your password from the Change My Details page in your Topaz Labs account.
• Use only standard alphanumeric characters (A–Z, a–z, 0–9).
• Avoid accented characters, symbols, or non-English characters.
• Restart the app after changing your password and try again.

We are actively working on improving support for special characters in future updates.

“Continue” Button is Greyed Out

If the Continue button is disabled during activation:

Run the app as Administrator:

1. Make sure Topaz Video is fully closed.
2. Click the Windows search bar.
3. Search for Topaz Video.
4. Right-click the app.
5. Select Run as administrator.
6. Attempt activation again.

Known Issues/Hardware-Specific Notes

• Topaz Labs and Intel are working on improving performance and stability with ARC graphics cards. We recommend using the latest driver from Intel to ensure you are working with the newest improvements.

Processing Errors

• Restart the app
• Check for updates. Updates often include bug fixes and improvements.
• Make sure your computer meets our system requirements.

Out-of-Memory Error

• Reduce the number of other apps you are using.
• Reduce the number of filters you are using and/or reduce the number of files you are processing.
• ​Select File > Preferences (Mac Topaz Video > Preferences) and lower memory usage.

Model Downloading Error

Check for connection blockers, i.e. VPN, proxy, firewall, anti-virus, or Windows Defender / Windows Defender SmartScreen

• Turn each one off momentarily and then try again.
• If that works, add the app to a list of accepted products within the anti-virus software.

Still having issues? Contact our support team. Please attach your system profile and your logs.

​Sharing Your System Profile

• Windows
• ​Mac
  

​To gather logs

• Select Help > Logging and make sure that there is a checkmark next to Logging.
• ​Recreate the issue.
• Help > Logging > Get Logs for Support and attach the zip file to your reply.

Bug Reporting

To report a bug for Topaz Labs, follow these steps:

• Check the forums to see if the issue has already been reported and resolved.
• Create a support ticket: If you are unable to find a solution, please send us a message.