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JPEG photos do not open in my Microsoft Surface, Windows 10

Anonymous
2020-07-14T13:31:08+00:00

Hello,

I have several photos on my desktop (JPG files) and in various file folders on my Microsoft Surface PC.

Formerly, I used to click on the JPG icon and it opened up within 1-2 seconds.

Now, there is a significant delay (10-15 seconds) and some photos do not open at all.

Please note that I installed "Version 2004", which was a major Microsoft update on my PC, on 7/2/2020.

It was guite an effort to get that update installed --- took three [3] different attempts!

I have run various troubleshooters, resets, re-started the PC, removed the Photos App and re-installed it, etc.  However , none of those things have alleviated this problem.

Looking forward to your suggestions and guidance as to how this can be rectified/resolved.

In advance, thanks for your assistance on this matter.

***Moved from: Windows 10 / Performance & system failures**

Surface | Surface Pro | Install and update

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question. To protect privacy, user profiles for migrated questions are anonymized.

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  1. Anonymous
    2020-07-15T18:02:50+00:00

    Hi, TansukhGanatra!

    Thanks for reaching out to Microsoft Community. We are sorry to learn you have issues opening photos via the Photos app on your Surface Pro (5th Gen). Thanks for taking the time to let us know about this and allowing us to help you out. Did the issue start after you installed the most recent Windows Update? You mentioned resetting the device, was it via the USB Recovery?

              This option reimages the entire device, including the partition on the hard drive.

              It is the most complete form of reset.

              You will need to back up your personal data.

              You will need to reinstall desktop apps. You will need to run updates after completion.

              If the issue occurs after a reset, then the root cause is very likely hardware related.

              You will need to download and set up a recovery image on a USB drive. Open USB recovery link to get started. The information on what size and type of drive is provided at the destination page.

    If not, that's the very last thing to do to troubleshoot the issue. If it is opening photos that is the issue, it might be related to the app. Can you try another photo app to see if it can be opened? Are those same photos having issues opening using another Windows 10 device? 

    In the meantime, kindly run the Surface Diagnostic Toolkit and make sure to complete the tasks as well.

    Let us know how it goes.

    Kind regards,

    Janette_Z

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