Crashing only on images from one particular camera or scanner or one particular image

If you have an image or set of images that are always crashing, it is possibly caused by some unusual meta data in your file. 

Please use a metadata wiping service, such as this free one online at verexif.com

to wipe the meta data from the problematic image and process your image again.

If you have Photoshop:

1. Open the image that is causing the crashing in Photoshop

2. File -> Export -> Export As

mceclip1.png

2. Make sure that when you export, you export with Metadata set to None, and make sure that "Embed Color Profile" is not checked. 

mceclip2.png

 

If you do not have Photoshop please re export your image with the meta data and color profile data removed and try running your image in your Topaz AI software again.

 

Some people report having issues processing an image exported only from LightRoom classic as PNG for example. We are currently looking into these metadata related issues and fixing them as we discover them. Submitting these tricky images to the Help Center can help our developers create a fix. Please keep in mind that it may be a while for the developers to finish a fix and it is not always possible to provide a reliable time estimate for a fix. There may not always be an immediate turnaround, but rest assured that your data submission helps the developers fix all such issues faster. 

 

If you have an issue like that where an image only of a certain type only from a certain editor causes the issue, please try re-exporting the image as a different type or from a different editor. Exporting as the same type from your most basic built-in photo viewer on Mac or Windows will often do the trick.

 

How to View your Image MetaData on Mac with Preview Inspector:

Short for Exchangeable image file format, Exif data contains important information about a photo. Location, camera model, color space, exposure and more are contained in each image. If you need to quickly look at this information, using Preview is the easiest way.

  1. Start by navigating to the image you want in Finder. Right click and select Open With Preview.
  2. Next, click on Tools > Show Inspector in the menubar. You can also press ⌘ + I on your keyboard.
  3. In the next window that pops up, click on the Exif tab. You’ll then see all of the pertinent information about your image.

 

How to View your Image MetaData on the Windows:

1. Open Windows Explorer. Navigate to the picture file that has the metadata you want to examine.

2. Right-click the picture file and click "Properties" from the context menu.

3. Click the "Details" tab to display the picture metadata.

Tip

  • You can remove some metadata items from a picture file. Click "Remove Properties and Personal Information" in the Details tab. Click the "Remove the Following Properties From This File" radio button and check the metadata that you want to remove. Click "OK."

  


 

Known Causes:

Mac Only Apple Photos:

It has come to our attention that exports from Apple Photos can cause our software to crash. Please try reexporting your photo from another editor if that is the case. 

 

LightRoom classic as PNG: 

Exporting as a PNG from LightRoom Classic can cause our software to crash. If you have this issue, please export as another format from LightRoom Classic. TIFF is also a lossless format.

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