Sorry, Photo can't open this file because the format is unsupported. Dreaded heic files and .Hevc

Hello Nikesh Mistry,

Good to see you in Microsoft Community.

Let me help you troubleshoot your Microsoft Photos not being able to view pictures in certain formats.

Here are my tips for you.

1. Repair Microsoft Photos

"Win" logo key + "Q" to open the search box and enter "Photos", right-click "Photos" at the top of the result list > "App settings" > "Repair".

2. Reinstall the relative apps

Run Power Shell as an administrator ("Win" logo key + "Q", enter "Power Shell", select "Run as administrator"), and enter the following commands one by one.

wsreset.exe

winget install 9N4WGH0Z6VHQ --accept-package-agreements

winget install 9WZDNCRFJBH4 --accept-package-agreements

Get-AppXPackage -AllUsers | Foreach {Add-AppxPackage -DisableDevelopmentMode -Register "$($_.InstallLocation)\AppXManifest.xml"}

Then restart the system and see if it works.

If anything is unclear, please feel free to leave your messages here.

Best Regards,

Mosken_L - MSFT | Microsoft Community Support Specialist

Hello Nikesh Mistry,

If the computers are in the domain environment, then the question is out of scope for the Answers Support Community. The best place to get help is Microsoft Docs, where is intended to support more advanced users.

Visit Microsoft Docs-Windows 10 General(microsoft.com) to leave your question.

If anything is unclear, please do not hesitate to let me know.

Best Regards,

Mosken_L - MSFT | Microsoft Community Support Specialist

Hi Mosken,

This is occurring on all our devices in our company so I can't do this on all our devices. any other ideas?

Hello Nikesh Mistry,

Good to see you in Microsoft Community.

Did the last command run successfully?

If yes, please visit HEVC Video Extensions - Microsoft Store Apps to manually install the generic HEVC Video Extensions.

Or try to repair/reset related apps (Microsoft Photos, HEVC Video Extensions, HEVC Video Extensions from the Device Manufacturer).

• Repair Photos

"Win" logo key + "Q" to open the search box and enter "Photos", right-click "Photos" at the top of the result list > "App settings" > "Repair".

• Reset Photos

"Win" logo key + "Q" to open the search box and enter "Photos", right-click "Photos" at the top of the result list > "App settings" > "Reset".

Or check if there is any app updates are available. Open Microsoft Store*, click "Library" in the lower left corner, then you will see the installed applications, click "Get updates" to see if there are any available update, and click the "Update" button on the right to update.*

If anything is unclear, please do not hesitate to let me know.

Best Regards,

Mosken_L - MSFT | Microsoft Community Support Specialist

Thanks for this. I did attempt that but get the following:-

PS C:\WINDOWS\system32> winget install 9N4WGH0Z6VHQ --accept-package-agreements Found HEVC Video Extensions from Device Manufacturer [9N4WGH0Z6VHQ] Version Unknown This package is provided through Microsoft Store. winget may need to acquire the package from Microsoft Store on behalf of the current user. Version: Unknown Publisher: Microsoft Corporation Publisher Support Url: https://support.microsoft.com/products/windows?os=windows-10 Description: Play High Efficiency Video Coding (HEVC) videos in any video app on your Windows 10 device. These extensions are designed to take advantage of hardware capabilities on some newer devices— including those with an Intel 7th Generation Core processor and newer GPU to support 4K and Ultra HD content. For devices that don’t have hardware support for HEVC videos, software support is provided, but the playback experience might vary based on the video resolution and PC performance. These extensions also let you encode HEVC content on devices that don’t have a hardware-based video encoder. License: https://go.microsoft.com/fwlink/?LinkId=822631 Privacy Url: https://privacy.microsoft.com/en-us/privacystatement Copyright: (c) 2017 Microsoft Agreements: Category: Utilities & tools Pricing: Free Free Trial: No Terms of Transaction: https://aka.ms/microsoft-store-terms-of-transaction Seizure Warning: https://aka.ms/microsoft-store-seizure-warning Store License Terms: https://aka.ms/microsoft-store-license Verifying/Requesting package acquisition... Verifying/Requesting package acquisition failed: server error any Ideas?