Ashley's dashboard

Hi Dan,

I just wanted to follow up and see if you received your Clean 2 key by email.

Please let me know.

Best,
Ashley

Hi Funky,

Thanks for your message. Our developers are still working on the ReMask memory issue. We will keep you updated on the progress and availability of the fix and / or new version.

For Clean 2 go ahead and change your Photoshop memory preferences back to the Photoshop recommended 70% then try running the program again.

Also, what size (in pixels)is the image you are using?

Best,
Ashley

Hi Mark,

Thanks for the heads up. I'll check it out.

Please let me know if you need anything else.

Best,
Ashley

Hi Chino1,

Thanks for your message. What type of computer are you using and what version of Photoshop do you have?

What does the actual error message say? Would you be able to take a screen shot of the message and email it to us at: support [at] topazlabs [dot] com?

Also, please try uninstalling Vivacity and then go to: http://www.topazlabs.com/downloads and download and install it again.

Please let me know if you have any other questions.

Best,
Ashley

Hi Gasport,

Thanks for your message. Yes, Topaz is compatible with PSE 8.

Please let me know if you have any other questions.

Best,
Ashley

Hi Robin,

The box next to 16-bit TIFF files should be checked.

Please let me know if you have any other questions.

Best,
Ashley

Hi,

Thanks for your message.

You will need to enter the trial license keys that you were sent in order to save your images.

If you have not requested trial keys you can get them online at: http://www.topazlabs.com/downloads. Please enter your email address and the trial keys will be emailed to you.

The instructions for entering your key is listed under the program key.

You can use the + and - button to zoom in and zoom out.

If your interface is cut off and you can't see the menu button then please try increasing your monitor resolution. You can do this in Vista by right clicking your Desktop, hitting Personalize, and going to Display Options.

If that doesn't work, make sure your Font DPI is set to the default setting (96 dpi). Right click any empty space on your desktop, hit Personalize, and click the Font DPI option on the left side of the window.

If you are using Windows XP the settings location will be a little different.

Please see the links below on direction on how to make the changes on XP

XP Resolution: http://www.microsoft.com/windowsxp/us...
XP DPI: http://www.lawfirmsoftware.com/suppor...

Please let me know if you have any other questions.

Best,
Ashley

Hi Gasport,

Thanks for your message. Yes, Topaz is compatible with PSE 8.

At this time we do not have a release date for the Lightroom plug-in for Windows. We will announce the availability of it in our newsletter. If you are not signed up for the Topaz newsletter you can sign up online at: http://www.topazlabs.com/list.

Please let me know if you have any other questions.

Best,
Ashley

Hi Lucky,

Thanks for the update. Our developers are still working on some additional fixes for the memory issue. We hope to have these available soon. Additionally there will also be a new ReMask program coming out soon that will already have these memory fixes within the program.

I realize that you are frustrated with not being able to use ReMask, but please know that our developers are diligently working on a solution to help with these issues.

Thank you for your patience. Please let me know if you have any other questions.

Best,
Ashley

Hi Chris,

Thanks for your message. The proc engine error code is related to memory, however the C++ is not. I will need to have one of the developers look into that error. At your earliest convenience please send me an email to support [at] topazlabs [dot] com with your system information and what the actual C++ error message says so that I can forward that issue to the developers so we can find out what is causing that.

As of 10/6 there was an updated version of ReMask available at: http://www.topazlabs.com/downloads. This update will help with the occurrence of the proc engine error 1000.

In addition our developers are still working on some additional options for managing this memory issue.

If you need to get the new version please do the following:

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.

Also, the new ReMask program with the interface should be available before the end of the year. The availability of it will be announced in our newsletter. You can sign up for that online at: http://www.topazlabs.com/list.

I sincerely apologize, I realize that you are frustrated with not being able to use ReMask. Even with beta testing many times these types of issue happen in relation to user environment which is why some some are able to use it and some aren't. Our developers are diligently working on a solution to help with these issues so that everyone can successfully use the program.

Thank you for your patience. Please let me know if you have any other questions.

Best,
Ashley

Hi Mark,

Thanks for your message. As of 10/6 there was an updated version of ReMask available at: http://www.topazlabs.com/downloads. This update will help with the occurrence of the proc engine error 1000.

In addition our developers are still working on some additional options for managing this memory issue.

If you need to get the new version please do the following:

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.

Also, the new ReMask program with the interface should be available before the end of the year. The availability of it will be announced in our newsletter. You can sign up for that online at: http://www.topazlabs.com/list.

Please let me know if you have any other questions.

Best,
Ashley

Hi Robert,

Thanks for your feedback.

I sincerely apologize for the inconvenience, but I assure that our developers are still looking into additional speed increases and memory fixes.

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

Hi Vishal,

Please open up Photoshop and go to your preferences menu and go to Plug-ins. Once that window pops up please click on choose and navigate to: HD -> Library -> Application Support -> Topaz Labs -> Adjust -> Plug-ins and select the topaz_adjust3.plug-in and click OK.

Then restart Photoshop, open an image and go to Filter -> Topaz Labs and see if Adjust is there.

Please let me know how this works for you and if you have any other questions.

Best,
Ashley

Hi Scott,

Thanks for the update. I am happy to hear that you were able to get everything installed OK.

Please let me know if you have any other questions.

Best,
Ashley

Hi Lucky,

Thanks for your feedback.

I sincerely apologize that you have not been able to use Topaz ReMask.

As of 10/6 we have uploaded a ReMask update to help with the ProcEngine: error -1000 and 878 messages.

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.

Additionally we do have a beta testing system in place, but I definitely welcome your comments and suggestions always. Please let me know if you have any other questions.

Best,
Ashley

Hi Tim,

Thanks for your message. I sincerely apologize about that, but I am happy to assist you.

Are you using a Mac? What version of Photoshop are you working in?

Please try entering your license key without anything in the name field and see if it will accept your key.

Our developers are actually looking into the error 4 issue and hope to have the issue resolved in the coming weeks.

Please let me know if you have any other questions.

Also please feel free to email me directly at: support [at] topaz labs [dot] come with any additional questions.

Best,

Ashley

Hi Marilyn,

Thanks for your message.

What does the error message say?

Best,
Ashley

Hi Mark,

Thanks for your feedback.

We will be offering more ReMask tutorials in the near future for the current version of ReMask and also for the new version when it is available.

I will make a note to include some hair extraction tips in these.

Please let me know if you have any questions or any additional comments.

Best,
Ashley

Hi Freespoken,

Thanks for the update.

I am happy to hear that you were able to get everything installed successfully.

If you are using Topaz as a trail and need additional time to evaluate because of the installation delay, please let me know and I can get you some additional trial keys.

Please let me know if you have any other questions.

Best,
Ashley

Hi Anj,

Our developers are working on some additional updates for crashes and also for increasing pre-processing speed.

We hope to have these available in the next few weeks.

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.

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

Best,
Ashley