Topaz Video AI Troubleshooting

If you see an error message when using Topaz Video AI, please try the following steps:

Check for updates: Make sure you have the latest version installed. Updates often include bug fixes and performance improvements.
Restart the app: Sometimes simply restarting the software can resolve any issues.
Check for compatibility issues: Ensure that the product is compatible with your operating system and hardware.
If you see a memory-related error message, please reduce RAM usage by;
1. Reducing the number of other apps you are running on your machine.
2. Reduce the number of filters you are using and/or reduce the number of files you are processing in TVAI.
3. Select File > Preferences (Mac Topaz Video AI > Preferences) and lower memory usage.
4. From the Preferences menu lower max processes to 1.
If you see a model downloading error message
1. Check for connection blockers, i.e. VPN, proxy, firewall, anti-virus, or Windows Defender / Windows Defender SmartScreen.

Go ahead and try turning each one off momentarily and then try again. If the connection goes through, then we'll know that's the problem. If that is the case, then you can add this program to a list of accepted products within the anti-virus software.

2. If you are on a Mac and you launched the app directly from the DMG or dragged and dropped the app icon anywhere besides the Applications icon on the right-hand side of the DMG, you will need to perform a clean install making sure that the app is installed correctly. 

Make sure that you drag and drop the Topaz Video AI icon (left-hand side of the installer) into the Application folder icon (right-hand side of the installer).

A. Uninstall Topaz Video AI
B. Delete the plist files
How To Delete Your Plist Files
C. Reboot your Mac
D. Reinstall

If you're still having issues please get in touch with our support team. Please attach your system profile and your logs to your email. 

How To Obtain Your System Profile (Windows)
How To Obtain Your System Profile (Mac)

To gather logs, please select Help > File Logging and make sure that there is a checkmark next to File Logging.
Next, recreate the issue and then return to the Help menu and select > Get Logs for Support and attach the zip file to your reply.

Bug Reporting 

To report a bug for Topaz Labs, you can follow these steps:
Visit the Topaz Labs support page: Go to the Topaz Labs website and find the support page.
Search for a solution: Check the FAQs, knowledge base, and community 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. Be sure to include your operating system, product version, and any relevant screenshots or error messages.
Note: It is always a good idea to provide as much detail as possible about the issue you are experiencing, as this will help the support team resolve the problem more quickly.
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