PSE 2020 Editor Still Won't Open HEVC/HEIF Images from iPhone

New Here ,
Oct 11, 2019

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Using Windows 10 with latest updates and HEVC/HEIF extensions installed, PSE 2020 give the following error message:

 

"Could not complete your request because Photoshop Elements cannot recognize the file extension"

 

The same image opens fine in the Photos app which comes with Windows 10.

 

It also will not open in Windows Photo Viewer with an error message saying it has incorrect permissions.

 

Any thought on how to get PSE 2020 to open these?

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Oct 11, 2019 0
Adobe Employee ,
Oct 11, 2019

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Hi there,

 

We apologize for the issue you are facing while trying to use HEIC/HEIF files with Photoshop Elements 2020.

 

Since you have already installed the extension pack, try to clear the media cache for Photoshop Elements 2020 and then relaunch the application before trying to import the images. 

 

Please check the link mentioned below.

https://helpx.adobe.com/in/premiere-elements/using/hevc-decoding-on-windows.html

 

Regards,

Nikunj

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Oct 11, 2019 0
New Here ,
Oct 11, 2019

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Didn't work. Tried your suggested solution but the editor still won't open the files.

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Oct 11, 2019 0
Adobe Employee ,
Oct 11, 2019

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Could you tell me where you downloaded the extension pack for the HEIF files from? Was it from the link mentioned in the article above or some other source?

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Oct 11, 2019 0
New Here ,
Oct 11, 2019

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Directly from the MS Store at the links above.

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Oct 11, 2019 0
LEGEND ,
Oct 11, 2019

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I usually connect my iPhone with a USB lead and transfer the files to my computer.

 

However it was first necessary to change the phone settings.

 

Go to: Settings >> Photos >> Transfer to Mac or PC

Choose “Keep Originals”

 

This was previously set to automatic which results in conversion to jpeg. But after changing this setting files remained as HEIC.

 

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Oct 11, 2019 0
New Here ,
Oct 13, 2019

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Thanks for your thoughts but this doesn't address my issue. I have no problem getting the image file onto the computer. Once there, PSE won't open a HEIC file at all.  See Greg S's reply below.

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Oct 13, 2019 0
Adobe Community Professional ,
Oct 11, 2019

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AAARRRGGGGHHH, I have confirmed your findings with both an HE video and HEIC image.  A standardized HEVC file cannot be opened in either Elements Premiere or the Organizer on my machine. The same file opens with all other software, including VLC and Windows Photo player.  I am also seeing the same result for a HEIC in the Photoshop Editor I am escalating this problem to the powers-that-be. 

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Oct 11, 2019 0
LEGEND ,
Oct 13, 2019

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No problem for me - see image below. HEIC files work on Organizer and Editor - see image below. To enlarge, click image. Then right-click and choose open in new tab. Then go to the tab.

 

What are your system specs?

 

HEIC.jpg

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Oct 13, 2019 0
New Here ,
Oct 13, 2019

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This issue occurs on two different systems, both running the most recent, fully updated version of Windows 10, including the required extensions as mentioned above. One system is an almost new Dell desktop with an Nvidia graphics card, the other is a Surface Laptop with integrated graphics. Same message occurs on both machines.

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Oct 13, 2019 0
LEGEND ,
Oct 14, 2019

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What device is being used and what are the recording settings? My phone is set to High Efficiency recording and produces HEIC stills and 4k video in the MOV (QuickTime) format. Both can be imported into Organizer on Windows 10.

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Oct 14, 2019 0
Adobe Community Professional ,
Oct 15, 2019

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Try the following:

  1. Close the Elements programs.
  2. Delete all the files present inside the folder: %appdata%\adobe\common\Media Cache Files\
  3. Uninstall all the HEVC extensions present on your machine (if multiple HEVC extensions are installed). To uninstall the HEVC Extensions, go to Settings->Apps and search for "HEVC" and click on uninstall.
  4. Reinstall the HEVC extension from the link: https://www.microsoft.com/en-us/p/hevc-video-extensions/9nmzlz57r3t7?activetab=pivot:overviewtab
  5. Relaunch the application.

 

Snap10_2019.10.15_01h04m52s_002_.png

 

The problem may have been that I had two Microsoft HEVC Video Extensions installed.

 

 

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Oct 15, 2019 1