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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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Rikk Flohr_Photography
Community Manager
Rikk Flohr_PhotographyCommunity Manager
Community Manager
October 13, 2023

@Michael Hawkins  Apologies, I posted the wrong link. Please see: https://community.adobe.com/t5/lightroom-ecosystem-cloud-based-bugs/p-heic-files-edit-in-ps-fails-for-files-in-local-storage-not-cloud/idc-p/14150533#M10713 

Rikk Flohr: Adobe Photography Org
    M
    Michael Hawkins
    Participant
    October 13, 2023

    As far as I can see in the thread, the issue was fixed by an update. This issue is probably caused by the newest update.

      Rikk Flohr_Photography
      Community Manager
      Rikk Flohr_PhotographyCommunity Manager
      Community Manager
      October 12, 2023

      Please see: https://community.adobe.com/t5/lightroom-ecosystem-cloud-based-bugs/p-windows-only-heic-files-not-supported-with-active-subscription/idc-p/14152963/page/2#M10741 and see if this is your issue.

      Rikk Flohr: Adobe Photography Org
        K
        kyled17294763
        Participant
        October 12, 2023

        Yup, looks like it is back for me as well.

          M
          Michael Hawkins
          Participant
          October 11, 2023

          Dear Rikk,

          With the newest update, this error has started occuring for me as well. Are you aware of it at Adobe? 

            Rikk Flohr_Photography
            Community Manager
            Rikk Flohr_PhotographyCommunity Manager
            Community Manager
            June 9, 2021

            Greetings,

            Updates to Lightroom Classic and the Lightroom Ecosystem products for Desktop, Mobile and Web were released today. After installing the updates (x.3) please confirm if you still see this issue after updating.

            Rikk Flohr: Adobe Photography Org
            S
            Shelley_AAuthor
            Participating Frequently
            June 9, 2021

            It seems that the most recent LR Desktop update has resolved the issue with HEIC files, finally. At least it has for me. Thanks team.

            F
            FeedbackCommunityMember
            Inspiring
            June 7, 2021

            Hi Countess, maybe I'm misunderstanding but without saying so, I think it's already 'merged'. When I scroll up I see post 2 has a comment by Rikk where he writes:

            "

            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. "

            I'm guessing that unless you're on eg. some level where you can get tens of thousands of employees to all forget profit motives and competition, without simultaneously a government and their tens of thousands of employees calling racket and monopoly or illegal collaboration in a competitive capitalistic environment, all at once, we're just going to have to wait. Or it could be just a technical issue with some buggy code, and some tech who worked a decade took a year off and no one knows how to fix it till they return 😉 Either way, my bro said he was thinking of buying a mac mini, and I believe you can run lightroom and access icloud via one of those at a lower cost than via other methods, even though it's yet another piece of hardware in houses that are already probably overflowing with tech hardware...

            F
            FeedbackCommunityMember
            Inspiring
            June 7, 2021

            Replying to myself here - I have found that when using Icloud via the web interface from a windows PC (and I assume a linux or other less common device that has a typical web browser) - I can only access files as JPG.

            I was able to use a macbook running OSX and I could access a sample of files across a wide date range and all were in HEIC when accessed from the macbook, including those files that are in Icloud and not on my phone.

            I haven't accessed the video files to do a likewise comparison of video between the icloud browser download vs. the Apple photos download on an OSX macbook, imac or tablet / mac mini etc. but still, I'm now assuming that the full quality originals ARE stored in the icloud, but that Apple has a policy to allow downloads from Icloud (assuming it's not on a phone anymore) only at full quality if you have an Apple device to initiate the download on.

            I might be cynical, but perhaps that's one reason why it's tough not getting the full quality version via eg. Lightroom, as Apple & Adobe might still be working out things, much like I'm sure Microsoft would like users to be able to get full / original quality HEIC downloads from the web version of icloud on windows, not only a JPG. So the delays might be due to internal apple negotiations, or those in conjunction with shareholders and other external stakeholders such as Microsoft, and Adobe, who are sometimes also competitors. Anyway, I've not tested it recently, but I did read that you could use an less-than-current version of Lightroom on PC and be able to export. Has anyone confirmed that?

            F
            FeedbackCommunityMember
            Inspiring
            June 6, 2021

            I cannot find any other thread, can you please supply a link? This is REALLY frustrating ....

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