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HEVC HEIC integration not completed?

Anonymous
2020-01-25T08:30:13+00:00

Hi,

I'm using my IPhone for taking videos. I transfer this videos to my computer via USB. My phone is configured to transfer the files without improving compatibility what also causes known problems. So far so good everything is fine. Depending on where I want to work I store the videos on my desktop pc or on my Surface Pro6. For both devices I installed the HEIF and HEVC codecs from the store. On both devices I have also installed Adobe Premiere Elements (Media Encoder is not included) to edit my videos.

Now to my problem:

On my desktop PC everything is working fine, I can edit the videos with Premiere Elements. Unfortunately that's not possible on my surface. I always receive the following message:

 

"Your system must be configured to import HEVC or HEIF media."

What did I do already:

  • uninstall and install Premiere again
  • reset HEIF codec
  • uninstall and install HEVC again
  • got in touch with Adobe and used all their approaches to solve the problem
  • created a new offline User on my surface and installed Premiere and HEVC for that account

What I also recognized:

Here is a screenshot of my explorer window. On my desktop PC I can see a preview picture of the videos but here on the Surface I cannot see it. By double clicking on the video it's starting and I can watch it with any movie player that I've got installed.

I can only guess but my feeling is that there is missing an entry on my Surface or there is a wrong entry within the registry. 

Is there a solution? 

I am grateful for any help

Best regards

Stefan

Best regards

Stefan

Windows for home | Windows 10 | Devices and drivers

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  1. Anonymous
    2020-01-25T13:56:54+00:00

    Hi,

    I tried out these steps, still the same problem. 😢

    Stefan

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  2. Anonymous
    2020-01-25T11:18:49+00:00

    Hi Selle79

    My name is Jon and I am an independent technical adviser. Sorry to hear you are experiencing issues and I would really like to help you find a resolution.

    Press Windows Key + S and enter folder options. Select File Explorer Options from the menu.

    After File Explorer Options window opens, go to View tab and make sure that Always show icons, never thumbnails option is unchecked.

    Now click on Apply and OK to save changes.

    Even if this option is disabled, try to enable it and save changes. Now, wait for a minute or two, disable it again and save changes. After doing that check if the problem still appears.

    Hope this helps.

    1 person found this answer helpful.
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  3. Anonymous
    2020-01-25T13:27:18+00:00

    To add HEIF support to Windows 10, use these steps:

    Open web browser.

    Use this Microsoft Store link to get to the HEVC extension.

    Click the Get button.

    Click the Open Microsoft Store button.

    Click the Install button.

    Use this Microsoft Store link to get to the HEIF extension.

    Click the Get button.

    Click the Open Microsoft Store button.

    Click the Install button.

    After you complete the steps, you should be able to view files encoded using the HEIF container with Photos or another compatible app, such as Microsoft Paint.

    In the case that you already have the codecs installed, and you're still unable to view images and videos with the Photos app, then you can reset the packages to solve the most common issues.

    Resetting the HEIF extension

    To fix the HEIF extension on Windows 10, use these steps:

    Open Settings.

    Click on Apps & features.

    Under the "Apps & features" section, select the HEIF Image Extensions item.

    Click the Advanced options.

    Click the Reset button.

    Click the Reset button again.

    Once you complete the steps, close the Photos app, and try to open the image one more time.

    Resetting the HEVC extension

    To fix the HEVC extension on Windows 10, use these steps:

    Open Settings.

    Click on Apps & features.

    Under the "Apps & features" section, select the HEVC Video Extensions from Device Manufacturer item.

    Click the Advanced options.

    Click the Reset button.

    Click the Reset button again.

    After you complete the steps, close the Photos app, and try to play the same video encoded with the HEIF container one more time using Photos, Windows Media Player, or another compatible app.

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  4. Anonymous
    2020-01-25T12:47:49+00:00

    Hi JonBland,

    At first I'd like to thank you for your quick reply! :-) I tried it as described. I even restarted my computer after waiting for some minutes. Unfortunately it didn't solve the problem.

    Best regards

    Stefan

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  5. Anonymous
    2020-01-25T11:19:55+00:00

    *Windows key + E to enter file explorer

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