UUnable to Access Photos Transferred via iCloud Drive on Dell Laptop Due to HEVC Extension Requirement

Question

Hi, recently I had to repair my Dell laptop and change the hard disk. Now, I'm unable to open photos transferred from my iPhone through iCloud Drive. When I attempt to open the photos, I receive a message that I need to purchase the HEVC Video Extension. However, when trying to purchase it using my Canadian Microsoft account, I am redirected to a Euro transaction page requiring a Euro credit card and address. I've verified that my Microsoft account shows Canada as my country. What steps can I take to resolve this issue? Thank you.

Answer 1

It sounds like the issue is with the regional settings of the Microsoft Store, which may not be properly recognizing your Canadian account. Here's a step-by-step approach to address it: Check Microsoft Store Region Settings:

• Open the Microsoft Store on your Dell laptop.
  • Click on your profile picture (or initials) in the upper-right corner, and go to "App settings."
    • Ensure the "Country or region" is set to Canada. If it's set to a different country, change it to Canada. Check Windows Region Settings:
      • Go to Settings > Time & language > Language & region.
        • Under "Country or region," select Canada. This should align your account with Canadian transactions. Clear Microsoft Store Cache:
          • Press Win + R to open the Run dialog.
            • Type wsreset.exe and press Enter. This clears the cache and might help resolve any regional mismatches. Microsoft Account Region Verification:
              • Log in to your Microsoft account in a browser.
                • Under Your info or Account settings, ensure your billing address is set to Canada. Alternative HEVC Codec Download:
• Try accessing the HEVC Video Extensions via a direct link within the Canadian Microsoft Store. Use a web search to find the Canadian link, which sometimes helps bypass region restrictions.