chemdoc Loc: West Coast

I have been reading about the Topaz Adjust program and thought I might give it a try. I downloaded the free trial and followed their directions. It is supposed to automatically appear in the filters menu of PSCC 2014 but it did not. They have directions right on the main page to address this issue, so clearly it is a problem. Their solution is to copy the files from CS6 and paste them into PSCC. What is one to do if they don't have PS6? I am new to photoshop and just installed it recently?

I have tried repeatedly to contact Topaz, which seems to keep a lower profile that the CIA. They have no phone number, and to email them via "submit a ticket" you have type in security numbers to prove you are a human, and then they send you an email which you must respond to in order to actually submit your request.

I went through this a couple of times and never received any email I could click on to confirm my request. Nothing appeared in my spam folder, so I'm not sure what happened. Quite a catch-22. I am also a teacher and qualify for an educational discount, so I have on three occasions tried to email a copy of my ID, but again, no response.

Does anyone have a suggestion as to how to proceed? Thanks.

bsprague Loc: Lacey, WA, USA

Not unlike other software companies, they have developed a support forum. http://discuss.topazlabs.com/ It is user to user, so don't be demanding. Odds are there is a good answer.

Jim Plogger Loc: East Tennessee

I think this will work:

Browse to C/Program File (x86)>Topaz Labs>Adjust 5>Plugins. Open the Plugins folder and you will see a file called tladjust5ps.8bf.

Copy that file to the Photoshop CC2014 plugins folder. Restart Photoshop to see if it is there.

dpullum Loc: Tampa Florida

Reflecting, I recall how going into Program files was something to avoid and the registry was only for God and Priests.

Older and wiser, based on necessity to get things done.... well ain't no place I fear to tread.

What you are suggesting will, in concept, work for transferring addons from older programs to new ones...

Forums are great and we should not expect companies to know every oddity for their product in every computer configuration or edit program, with every anti fishing anti adware anti virus combination.

I just built a super-duper game computer for my photo work... great... aaaha... some of my USB drives will not read using my older loaded HD from old computer. Bazaar!!

chemdoc Loc: West Coast

Thanks jpintn. Your suggestion worked perfectly. Clearly, Topaz is aware of an ongoing problem with PSCC since they have instructions for a potential fix right on the installation page. While we might not expect a software to have all of the answers, I don't think it is too much to ask that they at least respond to requests for tech support. Especially since they have no telephone number and this is the only way to contact them.

roadking11 Loc: New Martinsville, WV

I'm glad you got it sorted out. I looked for a phone number for support and came up with this one: 1-972-432-7145 I found it at this location.
http://www.contactcustomerservicenow.com/contact-topaz-labs-customer-service/

chemdoc Loc: West Coast

Thanks for the suggestion roadking. Unfortunately, I already tried that number and found it was disconnected. Topaz seems to want to keep a very low profile.

StevenG Loc: Long Island, NY

I have been using Topaz products for years, and presently own the entire "suite" which I purchased as individual products as they were released. When they work, I think they do a great job. When there are technical issues, which occur frequently, there is a problem. I find tech support to be the weakest link in their system. Over the last few years, all of my tech support issues have been answered by the same technician, so I am guessing he is "tech" support. He does not seem to understand the nuances of issues, and it often takes 5-10 emails back and forth to get the issue resolved. I have been unable to find a telephone number, and have been told they do not offer phone support. I tried writing and emailing the CEO, on more than one occasion, and have gotten no response. Obviously he sells enough software and does not care if he loses a few customers due to poor tech support. I am now in the midst of trying to solve two issues, which after several weeks of being ignored, I sent a strong email to tech support (we are on a first name basis), and was told my issues were being sent to the engineers in Dallas. I got a response, which I did not understand (I am not a computer guru), and will now try to contact this guy. I expect this will take months, if it is resolved at all. Unfortunately, their products do a great job, when they work. Sorry I can't resolve your issue, and I am sorry for ranting. But, Topaz' tech support is extremely frustrating.
Steve

dpullum Loc: Tampa Florida

As the programs get heaver and the file size from the camera get bigger.... 20 mpx is typical... few years back 10-12 was great... well takes a lot more computer for the system to not trip over its shoelaces. Kick Fanny are getting to be a necessity.

chemdoc Loc: West Coast

I received one response from Topaz 6 days ago in which it was clear that they didn't even read my request since their answer did not address my actual question. I have replied to that message five times since then and finally yesterday received this message.

"Hi! This is just to remind you that your request (#56075) has been pending for more than 5 days and that we're still here to help. We'll automatically mark your issue as "solved" in 2 more days, but feel free to reply to this email at any time to reopen the issue.

Ryan P. "

I'm not sure how Ryan P. missed the daily messages I have been sending him, but this is incredibly frustrating. I did reply again so we will see what happens. I use many different software programs and hardware, and this is the only company that absolutely refuses to allow phone contact. For example, I recently bought Photomatix Pro from HDRSoft, and even thought they are a small company, there is a contact number right on the main page which I can confirm is actually answered by a live person in CT.

If Topaz had reasonable online support it might be different, but this is ridiculous.

StevenG Loc: Long Island, NY

As I ranted on earlier, I have had many problems with Topaz support. To be fair, I have recently had some success. If you ask Ryan, (and you are willing), he will take remote control of your computer, and resolve the issue. I just had a very difficult issue which he could not resolve, and he hooked me up with the software developers in Dallas. One of the guys took remote control of my computer for nearly two hours. He was relentless, and finally resolved my issues. This is the only way I have had success. The typical email correspondence is generally useless, as you have found out.
Steve

chemdoc Loc: West Coast

I would be happy to do that, but since I cannot get a reply to my repeated replies to his email, I seem to be stymied.