AI Masking hangs

bill k

• November 20, 2022 02:07

After recent update, when I try to apply any AI mask (quick or super select), the progress box appears and it hangs on Creating Mask.  At this point the only solution I have is to shut down the program from the task manager and I lose any unsaved edits.

I am using a refurbed gaming laptop with a dedicated video card:

Operating System: Windows 11 Pro 64-bit (10.0, Build 22000) (22000.co_release.210604-1628)
System Manufacturer: Dell Inc.
System Model: Precision 7510
Processor: Intel(R) Core(TM) i7-6820HQ CPU @ 2.70GHz (8 CPUs), ~2.7GHz
Memory: 16384MB RAM
Available OS Memory: 16276MB RAM
DirectX Version: DirectX 12

Video Card:
Chip type: Quadro M2000M
Display Memory: 12191 MB
Dedicated Memory: 4053 MB
Shared Memory: 8137 MB

1

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  Rick Sammartino Community moderator

  • November 20, 2022 03:14

  First, check your drivers per this article.

  https://on1help.zendesk.com/hc/en-us/articles/115000138471-How-to-Update-Video-Card-Driver-and-Set-Default-GPU-Open-GL-3-3-Error-Windows-Only-

  If that doesn't fix it, try Delete settings...

  https://on1help.zendesk.com/hc/en-us/articles/360049641431-Delete-Settings-File

  Lastly, you can check your system files...

  1. Open START panel
  2. Type cmd
  3. Right-Click the CMD.EXE result and select Run as Administrator.
  4. A command window will open.
  5. At the command prompt, type the following and hit enter.     sfc /scannow  
  6. System files will be checked and after a while a status will be shown weather any errors were found.
  7. Close the window when done.

   

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  bill k

  • November 20, 2022 06:14

  Tried all of the above including the system scan which did find some errors.
  
  The issue was still happening, but here is the weird part: I realized it was only happening to one photo (the one I happened to be working on this afternoon).  When I opened other photos, the problem didn't occur. I could use AI masking just fine.
  
  Hmm...not sure what to make of it.  But moving on for now...
  
  Thx Rick.

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  John Donoghue

  • June 19, 2023 00:41

  I am also experiencing this problem with the following:

   

  MacBook Pro (13-inch, M2, 2022)

   

  On1 12023.5 latest update

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  Rick Sammartino Community moderator

  • June 19, 2023 01:05

  John, this is a windows thread, so 2 of the fixes don't apply. What happened when you deleted settings?

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  Brian Lawson Community moderator

  • June 19, 2023 01:31

  It's also from 7 months ago when 2023 had just been released. You should probably start a new thread in the Mac section.

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  John Donoghue

  • June 19, 2023 19:20

  Thank you for your reply. I attempted to delete my settings and that did not help. I will open a new thread in the Mac forum.

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