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Lordenzo88
Participant
May 3, 2024
Question

Error message when opening HEIC file (Windows)

  • May 3, 2024
  • 1 reply
  • 2150 views

Can some one help me? it says, "Could not open "IMG 6528.HEIC" because an unknown error occurred in the AIDE library." 

 

 

 

(Subject renamed for clarity — was "Can someone solve this?"

 

 

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    1 reply

    Sameer K
    Community Manager
    Sameer KCommunity Manager
    Community Manager
    May 16, 2024

    Hey, @Lordenzo88. Welcome to the Photoshop Community. I'll need more info to help you figure this out. Please share the system info from Photoshop Help > System info > Copy and paste into a text document > upload and attach here. 

     

    Does this happen with specific HEIC images? You can install the HEIC codec extension on Windows & check if that helps: https://adobe.ly/3WJenNl

     

    If the above does not help, ensure no stale preferences in your Photoshop. Go to the location of the preference folder below and rename it to backup.

    • Windows 10/11: Users/[user name]/AppData/Roaming/Adobe/Adobe Photoshop [version]/Adobe Photoshop [version] Settings
    • You can press Press the Windows key > Enter 'Run' > Enter %APPDATA%\Adobe
    • Rename the Adobe Photoshop folder by adding a .old at the end. (Adobe Photoshop 2024 > Rename > Adobe Photoshop 2024. old). You can restore these preferences later if needed.(https://adobe.ly/4860qM9)
    • Restart the computer.

    These changes will give a fresh start to Photoshop as a fresh install. Let me know how it goes.

    Thanks!

    Sameer K

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