Troubleshooting
Known Issues/Hardware-Specific Notes
- Topaz Labs and Intel are working on improving performance and stability with ARC graphics cards. For now, we recommend using this specific driver version for ARC GPUs, along with version 3.1.9 of Topaz Video AI.
- This combination of app and driver versions has been reported stable by a majority of our ARC users.
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 AI > 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.
How To Obtain Your System Profile
To gather logs
- Select Help > Logging and make sure that there is a checkmark next to Logging.
- Recreate the issue.
- Help > 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 FAQs, support articles, and forum to see if the issue has already been reported and resolved.
- Create a support ticket: If you are unable to find a solution, create a support ticket.