P: (Windows only): HEIC Files not supported with active subscription

This thread is being merged into an existing authoritative thread for better tracking and response. Please review the official answer (if any) in the second post on the thread for more information. 

No error message.

I'd also like to add that all the images I'm using say they are Synced and Backed Up.

Do you get any error message? I'm thinking it could be related to this bug: https://feedback.photoshop.com/conversations/lightroom-desktop-cloudbased/lightroom-desktop-windows-only-heic-files-not-supported-with-active-subscription/60629fac86563b6ed6c236e7

System Info:
Lightroom version: 4.2 x64 [ 20210301-0713-6cdd6a3 ] (Mar  2 2021)
NGL Version: 1.24.0.5
WF Version: 3.2 88d676d
Operating system: Windows 10
OS Version: Windows 10 Home (2009)

I used an iPhone 7 to take the photos. The images were imported to Lightroom via Lightroom Mobile.

Please go to Help>System Info… and get us the exact installed version number of your software and your operating system version.

And which camera created the HEIC file?

And finally for now, do you have a current subscription?

HEIC files are not editable on my Windows 10 system. The sliders are greyed out and unusable. The buttons too. Here is what I am talking about:

I have signed out and signed in. Uninstalled and reinstalled. Nothing seems to be working. PNGs and JPGs work fine, and I can edit HEIC files on my iMac. HEIF Image Extensions is installed on my PC too.

Any help would be greatly appreciated.

In my case it's iphone 8/ios 14.5.1 lightroom app syncing photos taken with the phone, that go into the photos app. From there, I can retrieve the photos in icloud, but I'm after the unmodified originals, not the icloud compressed versions. I'm hoping and assuming that the heic original that the phone holds temporarily is uploaded to the lightroom cloud, and that I should be able to download it from there, even thought Icloud web interface only allows me to download a compressed jpg. It's entirely possible that adobe (for various practical reasons) upload compressed photos, and so, when trying to download the heic version, it may error, as they don't actually have it, as it might not be included in the lightroom app sync. Of course, if such an issue was the case, it would be simple and practical for adobe to have a note saying 'if the adobe cloud hasn't stored the unmodified original heic, you'll receive this error, until we patch our software to prompt you with a more clear error'.

In short, I'm assuming that the HEIC IS uploaded, and can be downloaded, otherwise, my last years photos taken will have been forceably downgraded to a lossy jpg format even though I pay for two premium cloud based services, via Adobe & Apple.

Such a situation would be unfortunate for both companies, as the reason I pay for cloud services is to preserve and allow me to directly access all high quality originals in a simple, automated way, and not having the HEIC original on either the apple or adobe cloud would be great reasons to move away from both companies, as such a situation would make me very unhappy.

Do we know what causes this in the first place .  Can i be included when a fix is available

I'm also waiting, but I've many other things to do while I wait, so no pressure on the devs 😉

I get the same error so would be great if Adobe could just fix it.

However, a (kind of) workaround I found for this was to open LR on my phone, then share the files to a Dropbox folder. It's fine if you only have a small number but would be painful for hundreds as you have to export each image individually.