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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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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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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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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New Here ,
Oct 11, 2019

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Directly from the MS Store at the links above.

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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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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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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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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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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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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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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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CageySea LATEST
New Here ,
Jan 01, 2021

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I have tried this fix but unfortunately it did not fix the problem.

 

I had two HEVC extensions installed (one with "from device manufacturer" on the end of the name). I uninstalled them both and reinstalled. I cleared the Adobe cache and restarted Photoshop Elements 2020. It still shows a broken image icon for the HEIC files, and gives an error that the extension is not recognized if I try to open one in the editor. There is also an "HEIF Image Extensions" app in the Windows settings but it does not have an uninstall option.

 

Bizarrely, it was working before, and I have thumbnails for some .heic files in the catalog. However, if I try to view those files it updates the thumbnail to a broken image link icon.

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New Here ,
Oct 16, 2019

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Greg,

I tried your suggestion to remove all HEIF/HEVC extensions, clear adobe cache, etc.  Still doesn't work.  HEIF extension simply can't be uninstalled.  Removed both HEVC extensions, tried just one, then just the other.  Same behavior and same message.

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Adobe Community Professional ,
Oct 16, 2019

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I'm not sure what you mean when you say, " Removed both HEVC extensions, tried just one, then just the other."

Both HEVC extensions were uninstalled at the same time, then the latest HEVC extension was installed from the Microsoft App store.  (The extension was recognized as having been purchased and it was installed again without any payment being necessary.)

 

On my machine, there was no need to remove the HEIF extension (although I couldn't open HEIC files in Elements).  After the HEVC issue was resolved, so was the HEIC problem.

 

 

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Adobe Employee ,
Oct 18, 2019

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Could you please share the exact iPhone you are using and also the photo mode in which they are clicked, Like, Portrait, Pano.

Also, if possible can you share a sample picture which is not opening.

 

This will really help us troubleshoot your problem further.

 

Regards,

Nidhi

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New Here ,
Oct 18, 2019

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Greg S - I have two extensions shown as installed.  One labelled simply "HEVC Extensions" and the other HEVC Extensions from device manufacturer".  I removed both, then tried installing one with no luck, then uninstalled that and tried the other.  Again, no luck.

 

Niscachde - I'm using an iPhone 11 pro standard HEVC photo.  Not a live photo, not portrait mode, etc.  As I said, it opens on the same machine in the native "Photos" app.

 

UPDATE - I tried opening the same image on a third machine (which has just the "HEVC Extensions" installed, NOT the "HEVC from device manufacturer",  and it appears to work just fine in PSE 2020 and every other app on the machine, so I suspect it has something to do with one or the other of the two HEVC extensions.

 

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Adobe Community Professional ,
Oct 18, 2019

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The HEVC extension is supposedly for H.265 video, not HEIF/HEIC photos.  However, as I mentioned in an earlier post, by uninstalling the two HEVC extensions that were installed on my machine and then installing the latest version from the Microsoft store, the inability of Elements 2020 to recognize both HE photos and videos was resolved.

 

You have now tried this out on 3 machines, only one of which works correctly.  Do both of the problem machines have the HEVC extension "from device manufacturer" installed? 

 

Have you tried to delete and reinstall the HEIF extension?  It seems to me that this would be the next step in trouble-shooting.  I think you would also need to delete the Common folder again.

 

 

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New Here ,
Dec 18, 2019

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Is there any additional information on what is causing this issue and what might be the reliable work around?   

 

I am having similar issues to what has been described but in my case it was working without installing the 99 cent driver at least for an hour or two before stopping functioning.    The files were being imported fine initially and then suddently PSE 2020 begain to throw the error that the files (both pictures and videos) were not supported.   I have worked thru the presecribed adobe reccomentations/check list from the posted links including reinstalling the HEVC extension but still couldn't import the same files that I have successfully imported earlier in the day.   Thinking I was crazy, I repeated my installation steps on a second older computer and using the same HEVC video files confirmed that the import and playing of the video files worked in PSE . 

 

  I went ahead and purchased to 99 cent driver, unistalled the free one and it didn't seem to change anything.   After reinstalling PSE 2020 it is accepting the video's but is now rejecting the HEIF files.    It sounds like others have had issues with this capability breaking as well so any additional suggestions on a fix and permanent remedy for this eratic behavior seemingly surrounding these drivers would be greatly appreciated.

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