Known Issues/Hardware-Specific Notes

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 and 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.

Advanced Functions

Legacy Applications