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Illustrator request heic/files

Community Beginner ,
Nov 22, 2023 Nov 22, 2023

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My Adobe Illustrator still asks for heic/heif files even though I have it installed. so I have to restart the application again when I encounter an error warning

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correct answers 1 Correct answer

Adobe Employee , Jan 09, 2024 Jan 09, 2024

Hello @Yusuf Buchori,

We're sorry for the trouble. It looks like we need to troubleshoot this on a live session. Please head here (https://adobe.ly/3RUwkUS) and select the chat button in the lower-right corner of the page. We can help troubleshoot faster that way.

Thanks,
Anubhav

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Community Expert ,
Nov 22, 2023 Nov 22, 2023

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Which version of Illustrator do you use?

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Community Beginner ,
Nov 22, 2023 Nov 22, 2023

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the latest version

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Community Expert ,
Nov 22, 2023 Nov 22, 2023

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My 28.0 (on Mac) does not need additional software. Can you uninstall what you installed and try again?

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Community Beginner ,
Nov 22, 2023 Nov 22, 2023

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uhm, that seems like a good idea. I'll try later, thanks for the response.

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Community Expert ,
Nov 22, 2023 Nov 22, 2023

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Windows does not natively support HEIC. So you need additional software. But maybe it's not installed correctly?

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Community Beginner ,
Nov 22, 2023 Nov 22, 2023

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I installed it directly from the Microsoft Store, do I need to reinstall the heic/heif file?

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Community Expert ,
Nov 22, 2023 Nov 22, 2023

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I have no experience with using HEIC on Windows. Only thing I know is this here: https://helpx.adobe.com/illustrator/kb/illustrator-heic-codec.html 

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Explorer ,
Jan 03, 2024 Jan 03, 2024

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I installed the HEIC/HEVC app from the Windows Store and Illustrator v27.9 (2023) on Windows, but I get an error warning.

https://helpx.adobe.com/illustrator/kb/illustrator-heic-codec.html

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Community Expert ,
Jan 03, 2024 Jan 03, 2024

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What kind of error do you get?

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Explorer ,
Jan 03, 2024 Jan 03, 2024

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Hi
Tralslated
Additional non-Adobe software is required to open .heic/.heif files. Please install the necessary software so that Illustrator can open this file.
Image_20240104_085910.png




I can reproduce this issue folowing procedure. Illustrator v28.0 (2024) 

https://www.dropbox.com/s/dc9u896fk981pmx/240104_heic_bug.zip?dl=0

  1. make heic_bug_org_01.ai 
    place the heic photo by link
  2. make heic_bug_linked_02.ai
    place the heic_bug_org_01.ai by link to heic_bug_linked_02.ai
  3. close all app
  4. open heic_bug_linked_02.ai
  5. open(edit original) heic_bug_org_01.ai by link window
  6. error message will shown
    *video from procedure 4

    I don't know if it's the same problem as the first topic poster. 

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Adobe Employee ,
Jan 04, 2024 Jan 04, 2024

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Hello @gene_pinefield,

Sorry to hear about your experience. Would you mind trying to install the HEIF image extensions for Windows (https://adobe.ly/48GyoGR) and checking if it helps?

Looking forward to hearing from you.

 

Thanks,

Anubhav

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Explorer ,
Jan 05, 2024 Jan 05, 2024

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Hi
I already installed HEIF image extensions for Windows.
When opening "heic_bug_org_01.ai" from "heic_bug_linked_02.ai" with this file structure(LINKED or NESTED), Illustrator cannot recognize the HEIC extension.

heic_bug_org_01.ai >IMG_2045.HEIC
 - heic_bug_linked_02.ai Linked (heic_bug_org_01.ai >IMG_2045.HEIC)

 

I did 
Uninstall HEIF image extensions for Windows. by powershell command "Get-AppxPackage Microsoft.HEIFImageExtension | Remove-AppxPackage"
Reboot PC

install try again. after the Procedure


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Explorer ,
Jan 05, 2024 Jan 05, 2024

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This problem cannot be avoided no matter what you do, so please fix it.

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Adobe Employee ,
Jan 05, 2024 Jan 05, 2024

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Hello @gene_pinefield,

Thanks for sharing the details. I was unable to replicate this behavior on my end with the files provided. Would you mind trying to remove Illustrator using the Creative Cloud Cleaner Tool (https://adobe.ly/4aITExz) and then reinstalling (https://adobe.ly/48EM3OM) to check if it helps?


Also, try running Illustrator under a different administrator account (https://adobe.ly/4aFgNRH) and share your observations.

Looking forward to hearing from your.

Thanks,
Anubhav

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Explorer ,
Jan 06, 2024 Jan 06, 2024

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Hi
I did "Creative Cloud Cleaner Tool ", the issue was reprodueced.
The key to this problem is to perform step 2 of that procedure and exit all applications. Then perform step 3 of that procedure with the files that have already been created.
If you open the original ai in a link window immediately after performing step 2, it will not reproduce the problem.

  1. make heic_bug_org_01.ai
    place the heic photo by link
  2. make heic_bug_linked_02.ai
    place the heic_bug_org_01.ai by link to heic_bug_linked_02.ai
  3. close all app
  4. open heic_bug_linked_02.ai
  5. open(edit original) heic_bug_org_01.ai by link window
  6. error message will shown

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Adobe Employee ,
Jan 09, 2024 Jan 09, 2024

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Hello @Yusuf Buchori,

We're sorry for the trouble. It looks like we need to troubleshoot this on a live session. Please head here (https://adobe.ly/3RUwkUS) and select the chat button in the lower-right corner of the page. We can help troubleshoot faster that way.

Thanks,
Anubhav

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New Here ,
Jan 10, 2024 Jan 10, 2024

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Hello. Is this mention for me?

If so, that chat is the US version. I'm using the Japanese version, so could you also support the chat on the Japanese version of the site?

 

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New Here ,
Jan 10, 2024 Jan 10, 2024

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Hello, I made a mistake post, I want to delete post but I can't do it plese delete...

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Community Beginner ,
Apr 10, 2024 Apr 10, 2024

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I am having this same problem only with iphone images tranfered to my computer. I have the HEIC converter and still have the same problem. I did find that if I change the Windows default program to open HEIC files to Illustraitor, it is corrected, but then all my images open in Illustraitor, which is not practical most of the time. Is there any fix for this, it takes up a lot of time dealing with this issue?

Screenshot 2024-04-10 142252.png

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