Topaz Studio is Crashing

What to do first

Topaz Studio has system requirements that must be met, so we first want to make sure that you meet those. If you aren't sure what those requirements are, or need to double check them, or if you need help identifying the hardware you're using, this guidance should help:

Identifying Hardware

 

Open About Window

Select the Apple icon on the far left side of your menu bar, and select About this Mac

 

Open the Report

Select the System Report button

identify_mac_2.png
 

Open Graphics/Displays

Select the Graphics/Displays section from the left edge of the report

identify_mac_3.png
 

Find your GPU

You will see all available graphics cards in this view

identify_mac_4.png
 

Open the Run Menu

Hold down the Windows Key   and press the letter R on your keyboard.

 

Open DXDiag

Type dxdiag in the Run window, then press Enter on your keyboard.

winReport2.png
 

View Display Information

Once the DXDIAG program loads, click the "Display" tab.

 

Find your GPU

Your graphics card name will be listed under the Name field. This is your graphics card!

My hardware is compatible, what next?

If you find that your system is compatible with Topaz Studio, and you are experiencing crashes, then you may need to update your graphics card drivers. This will only apply to Windows users, because Mac graphics card drivers are normally included in macOS updates. We will always recommend that you use the graphics card drivers that are bundled with macOS, so if you are using NVIDIA Web Drivers, try returning to the included drivers.

If you have a graphics card that meets or exceeds the Minimum hardware specifications, but Topaz Studio is still crashing, then you may need to update your graphics card drivers or disable automatic graphics switching on your Mac.

Disable Automatic Graphics Switching
Mac only

When you disable this option on your Mac, you are effectively telling your computer that you want to use the more powerful graphics card on your computer, rather than the weaker, low power integrated graphics card included with the CPU. This will cause your battery to drain a bit faster, because more powerful graphics cards require more battery power, so take that into consideration when making this change. Select Step 1 to get started.

 

Open System Preferences

Select the Apple icon on the far left side of your menu bar, and select System Preferences...

 

Select Energy Saver

From the System Preferences window, you can find this option on the second row, second icon in the row

 

Disable AGS

Uncheck the Automatic Graphics Switching option, to force your more powerful GPU to be used

 

Restart Topaz Studio

Close System Preferences, then restart Topaz Studio

Graphics Card Drivers
Windows only

Note: Mac graphics card drivers are normally included in macOS updates. We will always recommend that you use the graphics card drivers that are bundled with macOS, so if you are using NVIDIA Web Drivers, try returning to the included drivers.

Often, problems with OpenGL applications like Topaz Studio can be resolved by updating outdated graphics card drivers. First, to determine if you will need to update your drivers, we'll need to find the driver version and date that you're currently using

  What is a graphics card driver?

Identifying Driver Version

 

Open the Run Menu

Hold down the Windows Key   and press the letter R on your keyboard.

 

Open DXDiag

Type dxdiag in the Run window, then press Enter on your keyboard.

 

View Display Information

Once the DXDIAG program loads, click the "Display" tab.

 

Find Driver Version

In the Drivers section, you will see two values:

  1. Version: Indicates driver release version
  2. Date: Indicates date driver was released

Updating Drivers

If you are using a graphics card that is still supported by its OEM, then you should see a relatively recent (this year) date. Graphics card makers update their drivers anywhere from every couple of weeks to every couple of months. If your driver is from a year or more (2016, 2015, etc.), then you should try updating to avoid any potential problems that can be caused by old drivers.

 

Download Latest Driver

The latest drivers for your NVIDIA GPU can be downloaded here:

NVIDIA Drivers  
 

Begin installation

Choose either Express or Custom

 

Finish Installation

Once the NVIDIA installer has completed, restart your computer and start Topaz Studio again.

 

Download Latest Driver

The latest drivers for your AMD GPU can be downloaded here:

AMD Drivers  
 

Begin installation

Make sure the Display Adapter option is enabled, and start the installation.

 

Finish Installation

Once the AMD installer has completed, restart your computer and start Topaz Studio again.

 

Download Latest Driver

The latest drivers for your Intel GPU can be downloaded here:

Intel Drivers  
 

Which driver?

Download the latest .zip driver package, only. Do not download the .exe file, it will not work. Locate the downloaded .zip file, right-click it, and extract the contents to a folder of your choosing. The default extract location is the folder where the .zip is currently located.

 

Open Device Manager

Right-click on the   Start/Windows logo then select Device Manager, or open search and type "Device Manager". Open this tool.

 

Start the Update

  1. Open your Graphics Card's Properties, found in the Display section of Device Manager
  2. Select the Driver tab
  3. Select Update Driver
  4. Select Browse my computer for driver software
  5. Select Let me pick from a list of device drivers on my computer
  6. Select Have disk...
Have disk is the best way to apply Intel graphics card drivers.
 

Apply Driver

  1. Select Browse after opening the Have Disk window
  2. Navigate to the driver folder, which you extracted in Step 4
  3. Open the Graphics sub-folder
  4. Select the .inf file you find in the Graphics folder. If you see more than one .inf file, then you are not following instructions! Start over from Step 1
  5. Once you have selected the .inf file, press the OK button
  6. Select OK, then select Next
Applying Intel drivers can take a couple of minutes!

Still Crashing?

If you have found that your graphics card is compatible, meets the recommended specifications, and you are using the latest graphics card drivers, yet are still experiencing crashes, we ask that you send us some information. We ask that you send us copies of the crash logs. On Windows, this will be two files, on Mac it will be just one. This will tell us what went wrong, and help us find a fix. Here's how to do that for each:

 

Open Console

Using Spotlight Search, open Console

macCrashReport1.png
 

Find Crash Report

From the Console application, look for the User Reports section.

macCrashReport2.png
 

Open Report in Finder

In the User Reports section, find the crash file with "Topaz Studio" in the name, taking note of the newest file. Hold the Control key and select Reveal in Finder

macCrashReport3.png
 

Send the Report

Once you have the crash report visible in Finder, you can send it to us by either attaching it to your request ticket, or by using the upload option below

 

Open the Run Menu

Hold down the Windows Key   and press the letter R on your keyboard.

 

Open CrashDump folder

Type %localappdata%\CrashDumps in the Run window, then press Enter on your keyboard.

 

Find Topaz Studio CrashDump

You will be looking for a file with the following format:

Topaz Studio.exe.#####.dmp

The ##### will of course be replaced by numbers, as shown here

 

Send the Report

Once you have the report, send it to us by updating your help request, or by using the upload button below

 

Open the Run Menu

Hold down the Windows Key   and press the letter R on your keyboard.

 

Open CrashDump folder

Type %localappdata%\CrashDumps in the Run window, then press Enter on your keyboard.

 

Find Topaz Studio CrashDump

You will be looking for a file with the following format:

Topaz Studio.exe.#####.dmp

The ##### will of course be replaced by numbers, as shown here

 

Send the Report

Once you have the report, send it to us by updating your help request, or by using the upload button below

Once you have a .crash (Mac) or .dmp (Win) file, after following the process above, send us that file. We also ask that you submit a request along with your uploaded file, describing what you were doing when the crash occurred, if you have not already done so. If you have already reached out to us, then we will be able to associate your crash report with your ticket. To additionally make things easier, you can include your ticket number in the file name of the report you submit to us. The more information you provide us, the better!

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