Gigapixel AI Troubleshooting Guide

General Troubleshooting Tips

Before beginning, make sure your OS and drivers are up to date.
For Mac, you just need to update your OS by going to Apple Menu -> About this Mac -> Software Update
For Windows, see our guide How to Update your Computer GPU and OS

Next, try a full reinstall of Gigapixel AI using these instructions:

Mac

Uninstall

1. Open Finder
2. Go to your Applications folder
3. Delete the entire Topaz Gigapixel AI folder

Reinstall

1. Download our Gigapixel AI Mac Installer
2. Double-click the download in the bottom left of the screen. 
   Or you can find it in the Finder >> Downloads folder. 
   
3. Follow the prompts in the installer
4. Restart your computer (optional, but recommended)
5. Open the application to make sure it is working. There are a few options to find the software to open it up.
   Options 1: Double-click on the shortcut icon on the desktop:
   Option 2: Finder >> Applications >> Topaz Gigapixel AI Folder >> Click on the Gigapixel AI Icon to open software.

Windows

Uninstall

1. Navigate to the Windows Add/Remove Programs page (or search for it using the Search Bar)
2. Search for Topaz Gigapixel AI, then click it on the list
3. Click Uninstall

Reinstall

1. Download our Gigapixel AI Windows Installer
2. Double-click the download in the bottom left of the screen., or you can find it in the Downloads folder.
3. Follow the prompts in the installer.
4. Restart your computer (optional, but recommended)
5. Open the application to make sure it is working. There are a couple of places where you can open up the software.
   Option 1: Double-click on the shortcut icon on the desktop:
   Option 2: Local Disk (C:) >> Program Files >> Topaz Labs LLC  >> Topaz Gigapixel AI >> Click on the Gigapixel AI Icon to open software.

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Troubleshooting Specific Situations

Error: chmod 777 (Mac):

This error code occurs for Mac users and means that Gigapixel AI cannot write the contents that it needs to in the specified folder and is caused by insufficient installer permissions.

How to Fix this Error:

1. Right-click (control+click) the installer in your downloads folder
2. 'Get Info'
3. Click on the  in the bottom right corner of the window
4. 
5. Set all permissions in the list from "Read-only" to "Read & Write"
6. Run the installer again

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Error: Cannot Retrieve Remote Tree:

This issue can be resolved by using our Full Installer Gigapixel AI Mac Full Installer or Gigapixel AI Windows Full Installer

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Error: Not Enough Memory During Installation (Win):

This issue can be resolved by downloading Gigapixel AI Windows Full Installer, then right-clicking it and selecting Run as Administrator.

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Slow Application Speed:

This can be caused by a number of things, such as a weak graphics card or many background processes being run at the same time. Here are a few settings you can change within Gigapixel AI to improve performance. Head to File > Preferences, then switch the settings as follows:

- Process images as a background task: No

- Use maximum quality AI models: No

- Enable Intel OpenVINO: Yes

- If you're using a particularly weak CPU, you can also try setting Processing mode to GPU and Allowed graphics memory consumption to Low.

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If you have purchased Gigapixel AI but you are seeing the product in trial mode, you may just need to update ownership. Follow the directions below to activate your program after purchasing:

1. Relaunch Gigapixel AI after purchasing, and open an image.
2. From the Help drop-down menu click on 'Update your Product Ownership' 
3. You will receive a notification thanking you for your purchase, indicating that you have successfully activated Gigapixel AI.
Note: Your trial countdown will disappear once you have activated Gigapixel AI.