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Shelley_A
Participating Frequently
March 30, 2021

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

  • March 30, 2021
  • 45 replies
  • 4652 views

I am seeing a warning on LR desktop all HEIC files saying HEIC files are not supported without a subscription. However I do have an active subscription, and I am able to edit those files on LR mobile, and on a second PC. I have tried restarting LR, logging out and back in, reinstalling LR and doing a full preferences reset. Also did double/triple check that my account is up to date and I am logged in correctly.

I can view, organise & caption all my images, but I cannot edit them. I can edit jpg files, just not HEIC. This only started a few days ago. 

 

I contacted Adobe support. After about 2 hours they ended by saying "We have never seen this issue before" .

Image is not available

They said they will get their engineering team to have a look at it, but I have not heard back.

 

45 replies

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F
FeedbackCommunityMember
Inspiring
March 31, 2021

Hi - I am getting the same warning and it is extremely frustrated. I DO have an active subscription, yet I cannot export my HEIC photos that I have spent hours editing.

Please suggest what the next step is?

I have reset all warnings as mentioned above.

Thanks

    Rikk Flohr_Photography
    Community Manager
    Rikk Flohr_PhotographyCommunity Manager
    Community Manager
    March 30, 2021

    Thanks.

    I did find that we do have a bug logged for this (Windows Users Only) that should be fixed in the next update.  I am sorry but I do not have an ETA to share. 

    Rikk Flohr: Adobe Photography Org
    S
    Shelley_AAuthor
    Participating Frequently
    March 30, 2021

    Thanks Rikk, I did that a couple of times already.  

    I posted the same question earlier on the Lightroom Queen forum, and there was a comment from one other user who said he is having the same problem. 

    Rikk Flohr_Photography
    Community Manager
    Rikk Flohr_PhotographyCommunity Manager
    Community Manager
    March 30, 2021

    Shelly, 

    I've verified your subscription on this end.  As support says, I've not ever seen this either on an active subscription. If you've verified you are logged in with the correct Adobe ID then a Preference Reset is a good next step.

    Reset Procedure:

    1. Close Lightroom.

    2. Hold down [Alt/Opt]+[Shift] while restarting Lightroom.

    3. Overwrite the Preferences when prompted by the dialog.

    4. Close Lightroom.

    5. Restart Lightroom.

    Rikk Flohr: Adobe Photography Org
    S
    Shelley_AAuthor
    Participating Frequently
    March 30, 2021

    This is the error message I get:

    Here is the 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)
    Application architecture: x64
    System architecture: x64
    Computer model: HP HP Spectre x360 Convertible 15-df0xxx / Intel(R) Core(TM) i7-8750H CPU @ 2.20GHz
    Logical processor count: 12
    Processor speed: 2.2 GHz
    Built-in memory: 16085.9 MB
    Real memory available to Lightroom: 16085.9 MB
    Real memory used by Lightroom: 1984.2 MB (12.3%)
    Virtual memory used by Lightroom: 2761.0 MB
    Memory cache size: 3764.9 MB
    Internal Camera Raw version: 13.2 [ 738 ]
    Maximum thread count used by Camera Raw: 7
    Camera Raw SIMD optimization: SSE2,AVX,AVX2
    Camera Raw virtual memory: 0MB / 8042MB (0%)
    Camera Raw real memory: 0MB / 16085MB (0%)
    System DPI setting: 216 DPI (high DPI mode)
    Desktop composition enabled: Yes
    Displays: 1) 3840x2160
    Input types: Multitouch: Yes, Integrated touch: Yes, Integrated pen: Yes, External touch: No, External pen: No, Keyboard: Yes

    Graphics Processor Info: DirectX: NVIDIA GeForce GTX 1050 Ti with Max-Q Design (27.21.14.5763) - 4 GB
    Graphics Processor Detail: loaded: Yes, supported: Yes, compute: Yes, init: I4_GPU3, hard: success, soft: success, wl: Yes, bl: No
    OS Media Capability: true

    Application Folder: C:\Program Files\Adobe\Adobe Lightroom CC
    Settings Folder: C:\Users\ShelleyA\AppData\Roaming\Adobe\Lightroom CC
    Library Folder: C:\Users\ShelleyA\AppData\Local\Adobe\Lightroom CC\Data
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