Known Issue: Cannot Retrieve Remote Tree

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Cannot Retrieve Remote Tree

What causes this error?

All of our products are installed using what's called an online installer. This means that when you install the program, your computer actually connects to a server (in our case, Amazon Web Services)  and downloads all the files, folders, and other stuff that allow your product to work. Occasionally, we'll make a change to some of these files while you're downloading it, confusing the installer and forcing this error.

How do I fix this error?

Luckily, this is an easy fix. First, restart your computer. Then, just download and re-install the product again from our Topaz Labs Download Page. If you run into the issue again, just give it a few minutes then try once more. If it still isn't working after waiting a bit, submit a support request and our team will be happy to help out!

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