Photoshop can't open Iphone 11 Pro .Jpg file but Windows Foto can

[christianp41544642]

Hello I have a Windows 10 PC where I've downloaded the new HEVC codec.

I've received some files, taken with an Iphone 11 Pro in .Jpg format, that I can open in Dropbox and in windows Foto, but I can't with Photoshop.

I always get the message: "Could not complete your request because of a program error"

To be honest I have the same problem with CaptureOne where I can't see any of these files.

I'm not understanding why, I've got no problem converting the iPhone pictures from HEVC to JPG, but with these .jpg I can't do anything.

PS Photoshop and camera raw are updated, I had the same problem with the previous version and I've tried the update just to see if anything changes, but no luck. 

Thanks for the support.

Christian

[thatsmauri]

"Could not complete your request because of a program error" is pretty generic, unfortunately. You could give the 'Program Error Diagnostic Plugin' for Photoshop a try:
» https://helpx.adobe.com/photoshop/kb/program-error-opening-psd.html#plugin

Follow the steps as written on that Help page and paste the resulting error stack as a reply here.

By the way: If you've installed both the HEIF and HEVC codecs, Photoshop should be able to open .heic files just fine without the need of converting them into e.g. JPG first.
» https://helpx.adobe.com/photoshop/kb/ps-heic-codec.html

[christianp41544642 · Accepted solution]

Thanks for the help, I've resolved the issue and it wasn't Adobe related.

The person who sent over the files sent me HEVC files but manually renamed in .jpg.

That was the issue.

Best regards,

Christian

[Derks Marcom]

The panel does not dissapear after step 6: select 'photoshop user diagnostics from the plugin menu