Ashley's dashboard

Ashley replied on October 12, 2009 05:28 to the question "Topaz Remask Error" in Topaz Labs:

As of 10/6 we have uploaded a ReMask update to help with the ProcEngine: error -1000 message.

If you do not have this update please go to: http://www.topazlabs.com/downloads to get it.

Please uninstall ReMask and clear your temporary internet files.

For Mac you will go to HD -> Applications -> Photoshop -> Plug-ins and drag the ReMask folder to the trash.

For Windows you will go to your Control Panel and use your Add / Remove programs feature.

Then download and install the ReMask update available online at: http://www.topazlabs.com/downloads. When you download please use the “ALT” link. Then reinstall. This will help resolve the memory issue.

I sincerely apologize for the inconvenience, but I assure that our developers are still looking into additional speed increases and memory fixes, so if you do experience any additional errors please let me know.

Also, I have noticed that despite the ProcEngine: error -1000 message the programs still creates the mask. Please check to see if this is the same for you.

Please let me know if you have any other questions.

Best,
Ashley

Ashley replied on October 12, 2009 05:23 to the question "Topaz Detail crashes Photoshop CS4 64-bit on Windows 7 64-bit" in Topaz Labs:

Hi Rene,

Thanks for the update.

It sounds like the crashes are going to be related to the size of the images you are using.

Our developers are working on some additional updates for these type of issues and also for increasing pre-processing speed.

We hope to have these available soon.

Also, at your convenience would you please uninstall Detail. Then go to: http://www.topazlabs.com/downloads and download the updated version and see if this helps with the crashes?

Please let me know if you experience any additional crashes after doing this.

Rene, please let me know if you have any other questions.

Best,
Ashley

Ashley replied on October 12, 2009 05:18 to the question "Fusion - corrupts files on save" in Topaz Labs:

Hi Les,

Thanks for your message.

The developers are looking into the Fusion and Lightroom issue and will be working on a fix for that.

We hope to have that resolved shortly. I apologize for any inconvenience.

Please let me know if you have any questions.

Best,

Ashley

Ashley replied on October 12, 2009 05:14 to the question "Topaz Remask for photoshop 7" in Topaz Labs:

Hi,

Thanks for your message. I am happy to assist you.

In order for Topaz ReMask to create your layer mask you must first create a tri-map. Your tri-map tells Topaz ReMask three things using the colors: black, white and gray. Black is what you want to get rid of, white is what you want to keep, and gray is what you want ReMask to figure out (like edges).

We actually have some great workflow examples that show you how to do everything step by step you can find it in the ReMask user guide and video tutorials online at: http://www.topazlabs.com/tutorials/re...

Please let me know if you have any other questions.

Best,
Ashley

Ashley replied on October 11, 2009 00:20 to the question "Discount link not working for bundle?" in Topaz Labs:

Hi,

Thanks for your message. Those are not valid Topaz links.

The Topaz Photoshop bundle is priced at $179.99 and includes: Adjust, DeNoise, Simplify, Detail, Clean, ReMask and DeJPEG.

Please let me know if you have any other questions.

Best,
Ashley

Ashley replied on October 06, 2009 19:51 to the problem "Adjust upgrade error message" in Topaz Labs:

Hi Scott,

Please uninstall the current version of the program before installing the new version.

Please let me know if you have any other questions.

Best,
Ashley

Ashley replied on October 05, 2009 05:23 to the problem "Topaz products not seen in elements 8.0" in Topaz Labs:

Hi Roger,

Thanks for your message. I am happy to assist you with getting setup with PSE 8.

Please try this:

Go to the Photoshop Plug-Ins folder and delete everything Topaz. To make sure that you've done this, if you open up Photoshop and check the Filters menu it should not mention Topaz Adjust at all.

Now go to your Topaz Adjust folder. In Windows it is at C:\Program Files\Topaz Labs\Topaz Adjust

Make a shortcut from the Plugins folder in the Topaz Adjust folder to the Plug-Ins folder in Photoshop. You could also just copy and paste it there. Restart Photoshop and it will show up in the Filters menu up top.

Please let me know if you have any other questions.

Best,
Ashley

Ashley replied on October 05, 2009 05:20 to the question "can not install topaz simplify on windows vista(32 bit)" in Topaz Labs:

Hi Lynn,

Are you able to install any of the other Topaz software on your computer?

Also, it could be related to your Anti-virus protection on your computer. Please try disabling it and then try installing again.

Please let me know how this works.

Best,
Ashley

Ashley replied on October 05, 2009 05:19 to the question "Installation Woes" in Topaz Labs:

Hi,

Thanks for your message. I am happy to assist you.

Please try this:

Go to the Photoshop Plug-Ins folder and delete everything Topaz. To make sure that you've done this, if you open up Photoshop and check the Filters menu it should not mention Topaz Adjust at all.

Now go to your Topaz Adjust folder. On the Mac it is at HD/Library/Application Support/Topaz Labs/Topaz Adjust.

Make a shortcut from the Plugins folder in the Topaz Adjust folder to the Plug-Ins folder in Photoshop. You could also just copy and paste it there. Restart Photoshop and it will show up in the Filters menu up top.

Please let me know if you have any other questions.

Best,
Ashley

Ashley replied on October 05, 2009 05:03 to the question "topaz detail will not open" in Topaz Labs:

Jampot,

Are you using an AMD processor?

Best,
Ashley

Ashley replied on October 05, 2009 04:55 to the question "How do I uninstall Clean2?" in Topaz Labs:

Hi Barbara,

Thanks for your message. I am happy to assist you.

Please try using the Windows Installer Clean Up Utility found here: http://support.microsoft.com/kb/290301

Please let me know if you have any other questions or if you need further assistance.

Best,
Ashley

Ashley replied on October 01, 2009 13:51 to the problem "Can't download ReMask (Windows) Trial" in Topaz Labs:

Hi Jampot,

Please send me an email at support [at] topaz labs [dot] com and I can try emailing the file to you.

Please let me know if you have any questions.

Best,
Ashley

Ashley replied on September 30, 2009 16:57 to the question "Fusion Express opens only with Topaz Ajust" in Topaz Labs:

Hi Jan,

Thanks for your message. I'm sorry about that, but I am happy assist you with figuring it out.

Please try running the Fusion Express installer again and see if this fixes the issue. If it does not, please send me an email to support [at] topaz labs [dot] com and we can try a few other things.

Please let me know if you have any other questions.

Best,
Ashley

Ashley replied on September 30, 2009 16:56 to the question "Topaz Detail crashes Photoshop CS4 64-bit on Windows 7 64-bit" in Topaz Labs:

Hi Rene,

Thanks for the update. I am sorry that it is still giving you trouble.

How large is the image (in pixels) that you are using?

As a test, you can try using a smaller image and see if it still hangs?

Also, please try reducing the amount of memory that Photoshop is allowed to use down to about 70%.

Please let me know if you have any questions.

Best,
Ashley

Ashley replied on September 30, 2009 16:54 to the question "Clean2 is crashing Photoshop CS4" in Topaz Labs:

Hi Funky,

Thanks for your message. I'm sorry about that.

We do have a fix for AMD processors. Please email me at support [at] topazlabs [dot] com to request it. Or you can download it online at: http://www.topazlabs.com/src/clean2AM...

Please let me know if you have any other questions.

Best,
Ashley

Ashley replied on September 30, 2009 16:51 to the question "I Searched and Searched and found My Own Answer!!" in Topaz Labs:

Hi Angie,

Yes, if you already own ReMask, then when the new release is available it will be a free upgrade for you. (Don't be sad, email me at support [at] topazlabs [dot] com and reference this convo and I'll tell you a little secret!)

Please let me know if you have any other questions.

Best,
Ashley

Ashley replied on September 30, 2009 16:49 to the question "Help with Remask Installation" in Topaz Labs:

Hi Angie,

Thanks for your message and for your interest in ReMask. Unfortunately Topaz ReMask is not compatible with PSE. It is only compatible with the full version of Photoshop. We do hope to release a compatible version in the new future.

Please let me know if you have any other questions.

Best,
Ashley

Ashley replied on September 30, 2009 16:48 to the problem "Can't download ReMask (Windows) Trial" in Topaz Labs:

Thanks Diane!

Startupeng1, If you are still not able to download, please me an email to support [at] topaz labs [dot] com and I can try emailing the file to you.

Please let me know if you have any other questions.

Best,
Ashley

Ashley replied on September 30, 2009 16:46 to the question "Remask discount code." in Topaz Labs:

Hi Richard,

Your partial refund request has been sent. Please let me know if you did not receive a confirmation email.

Best,

Ashley

Ashley replied on September 25, 2009 08:18 to the question "Denoise 2.2c don't work with Photoshop CS2 and Windows 7 RC" in Topaz Labs:

Hi,

Thanks for your message. Please download the latest version of DeNoise 3.

You can get it online at: http://www.topazlabs.com/downloads. You can use it with Windows 7 and CS2.

However, if you are using a Mac with CS2 then you would not be able to run Topaz.

Please let me know if you have any other questions.

Best,
Ashley