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Windows 11 Photo and Video viewing problem

Anonymous
2023-10-28T23:55:12+00:00

Hi, I hope I am posting this question in the right place. I have transferred photos from my iphone to the PC. They all came across without trouble. However, I am unable to open them. For the video clips it says it cannot open the .mov file because it may be unsupported ... ! They also make reference to a HEVC format on some of them - no idea what that means. With the photos, which are .png and .jpg pictures, it says "it appears we don't support this file format". It is only this year I have had this problem. I have always been able to open video clips and photos in these formats. I have tried the Photos app and the Windows Media Player to no avail. I did a repair on the Photos App. I have done all available updates. Where to from here? I would be grateful for any assistance.

Windows for home | Windows 11 | Display and graphics

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  1. Anonymous
    2023-10-31T05:47:53+00:00

    Thanks so much Rodrigo. I think it is top right on mine ...? iPhone 14. 3 circles? That will save me deleting all the video clips when I transfer my photos to PC in future. Can you tell me if Most Compatible is retrospective, ie willl it change the photos that I cannot open? They are all .jpg or .png anyway. Also I read that if I email the pictures to myself and save them on my PC they should be able to be opened, but that didnt work. Bottom line is that I still cannot open my .jpg and .png files. I have run Repair on the Photo app several times and just don't know where to go from here. Again, thank you for sticking with me. I am learning a lot!

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  2. Rodrigo Queiroz 77,755 Reputation points Independent Advisor
    2023-10-31T04:03:18+00:00

    This .mov file generated when you take a picture, is the Live Photo feature, to disable it, on the Camera app select the Live Photo icon on the top left corner and turn it off.

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  3. Anonymous
    2023-10-31T00:44:48+00:00

    Hi Rodrigo. You have been very helpful and patient! I really only want to open the .jpg and .png pictures. The .mov videos are automatically generated every time I take a picture and I don't want those. Is there a way I can prevent the generation of a .mov with each .jpg? That said, I am still unable to open the .jpg and .png pictures. My research suggests this problem has gone on for a few years now, but it is only this year that I have encountered this problem. As you say, I should be able to open these pictures. I have checked my phone and have changed the format to Most Compatible. Will that automatically reconfigure all the pictures in my iphone, or just those I take from now on? Thanks again.

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  4. Rodrigo Queiroz 77,755 Reputation points Independent Advisor
    2023-10-30T10:55:10+00:00

    If the picture is in .jpeg or .png format, it does not need the HEVC and HEIF codecs.

    But the video in .mov format does not confirm that the HEVC codec is needed or not.

    You can confirm checking the iPhone Camera settings. On the iPhone, open Settigns > Camera > Formats. "Most compatible" option does not need the HEVC codec.

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  5. Rodrigo Queiroz 77,755 Reputation points Independent Advisor
    2023-10-29T14:40:16+00:00

    Did you get the HEVC codec? If yes, confirm that it is installed on the Microsoft Store, unfortunately, it is a paid extension.

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