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Lordenzo88
Participant
May 3, 2024
Question

Error message when opening HEIC file (Windows)

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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