How to install HEVC video extension.

Hi @cooper chapman ,

Thank you for reaching out Microsoft Answers regarding the issue you're experiencing with installing the HEVC Video Extension from the Microsoft Store. I understand how important it is to access your GoPro videos, and I’m here to help.

To resolve the freezing issue during installation, here are a few diagnostic steps that may help clarify and address the issue:

Step 1: Clear Microsoft Store Cache

-Press Win + R, type wsreset.exe, and press Enter.

-This will reset the Store cache and reopen the Microsoft Store. Try installing the extension again.

Step 2: Re-authenticate in Microsoft Store Using Your Purchase Account

This step helps refresh your session and can trigger the download if it’s stuck:

-Open the Microsoft Store app and navigate to the HEVC Video Extension product page.

-Log out from the Store (click your profile icon in the top-right corner).

-While still on the HEVC page, click the Get/Download/Install button. You’ll be prompted to log back in.

-After logging back in, the extension should begin downloading.

-Check your Installed section in the Store afterward to confirm the extension was installed.

For more details and community feedback on this workaround, refer to this Microsoft Q&A thread:

HEVC Video Extensions Issue! (bought it but can't install)

Step 3: Use PowerShell to Remove and Reinstall the Extension

If the extension is partially installed or corrupted, this step can help reset it:

-Open PowerShell as Administrator and run the following command:

Get-AppxPackage -allusers Microsoft.HEVCVideoExtension | Remove-AppxPackage 

-Restart your computer.

-Then, open the Microsoft Store and reinstall the extension.

Step 4: Consider an In-Place Upgrade

If you're running an older version of Windows, consider performing an in-place upgrade to ensure compatibility with the HEVC extension.

*Disclaimer: Let’s try performing an in-place install or in-place upgrade which will refresh your Windows files and operating system without removing files or applications. That being said, we always recommend that if you have important data, you should back it up before making large system changes. If you want to back up your data first, please do so. Once you are done backing up, you can follow the steps in the following guides:   

How to run In-place upgrade in Windows 11 - Microsoft Q&A 

How to perform a Windows 11 In-place upgrade | Microsoft - YouTube 

I hope one of these solutions helps you get back to enjoying your videos. If you continue to experience issues, please don’t hesitate to reply to this thread with any additional details and I will be glad to assist further.

Best regards,   

Clary | Microsoft Q&A Support Specialist

Hi,

I'm Sumit, here to help with your query in the Microsoft Q&A.

Apologies for any inconvenience you are experiencing. I am happy to help you today.

Please try this. Let me know if it doesn't work - we would try to install it using cmd.

Press Windows+R keys on the keyboard, or Right-click Start on the Taskbar and choose Run.

Type "wsreset -i" without quotes.

Press Enter.

Wait for the process, and then try again.

Let me know if it does not help.

I look forward to your response and am happy to work with you until we find a solution. Please keep me updated.