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First, separate the photo problem from the video problem: HEIC/HEIF are iPhone still-image formats, while HEVC (H.265) is a video codec often found inside a .MOV file. On a Mac, try Photos, Preview, or QuickTime Player and update macOS. On Windows, install Microsoft’s HEIF Image Extensions for photos and HEVC Video Extensions for video. If a file still will not open, check that it transferred completely before converting it.
This guide covers existing iPhone files that will not open, plus the settings that can prevent the same problem with future captures. Keep the originals until you have confirmed that any transferred or converted copies work.
Identify the file before troubleshooting
| Extension | Usually means | Try first |
|---|---|---|
.HEIC or .HEIF |
Still image in the HEIF family | Photos or Preview on Mac; Photos on Windows with HEIF support |
.MOV |
Video container; it may hold H.264, HEVC, ProRes, or another codec | QuickTime Player on Mac; an updated compatible player on Windows |
.DNG |
Apple ProRAW image | A RAW-compatible photo editor |
.JPG or .JPEG |
Common still-image format | Any standard photo viewer |
HEIC and HEVC are not interchangeable terms. A HEIC image does not mean the file is a video, and a .MOV extension alone does not reveal which video codec it contains.
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Run these checks before installing codecs or converting
- Confirm that the photo or video opens on the iPhone.
- Copy one affected file to a local folder on the Mac or PC; do not test only from the connected phone or a cloud placeholder.
- Check that the copied file has a plausible size and compare it with the source if possible. A tiny or zero-byte file may be an incomplete transfer.
- Try one other viewer. If it opens there, the original app or its codec integration is the likely issue.
- Test a photo and a video separately. Photos opening while videos fail can point to missing HEVC support, not a general file problem.
- Update the operating system and the app you are using.
- Keep the iPhone originals until the copies have been opened and checked.
Fix HEIC or HEIF photos on a Mac
Apple’s built-in HEIF/HEIC support starts with macOS High Sierra 10.13. On a supported Mac, double-click the image in Finder. If it does not open, import it into Photos or choose Open With > Preview. Update macOS if the Mac is older, and try another known-good HEIC image to distinguish an app issue from a damaged file. Apple notes that support can depend on the app and device.
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If the image is in iCloud Photos, let the full-resolution original download before testing or exporting it. An optimized local version or unfinished download can be mistaken for a codec problem.
Fix HEVC video on a Mac
Open the .MOV file in QuickTime Player. If it still fails, update macOS and try another short sample. If only certain videos fail, their codec, resolution, frame rate, HDR mode, or profile may exceed what the Mac or app handles. Older devices can have limits even when the operating system supports HEVC.
To make an H.264 compatibility copy in QuickTime Player, open the video and choose File > Export As, then select Greater Compatibility (H.264) rather than Smaller File Size (HEVC). Save it as a new file and keep the original. Apple also documents a Finder option: Control-click a video, choose Services > Encode Selected Video Files, and select an H.264 option.
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Fix HEIC/HEIF photos and HEVC videos on Windows 10 or 11
Some Windows installations and apps need media extensions before Microsoft Photos can open iPhone files. Use Microsoft Store listings rather than third-party codec-download sites:
- Install HEIF Image Extensions for HEIC/HEIF images.
- For HEVC videos, install HEVC Video Extensions if Photos requests it or video playback needs it.
- Close and reopen Photos. If necessary, restart Windows, then open a local copy of the file.
Microsoft’s troubleshooting guidance recommends both extensions for its Photos workflow; that does not mean every Windows application needs both for every file. Microsoft’s support page currently lists HEIF Image Extensions as free and HEVC Video Extensions at $0.99, but Store pricing and availability can change.
If the file opens in another app but not Photos, the file may be sound and the issue may be Photos or its codec integration. Update the app and test again. If only blank thumbnails appear in Explorer but double-clicking opens the files, this is likely a thumbnail issue, not proof that the files are unreadable.
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Windows N editions need an extra step
Windows N editions omit some media technologies. Check Settings > System > About. If the PC is an N edition, install Microsoft’s Media Feature Pack, restart Windows, and then install any needed HEIF or HEVC extensions.
Transfer iPhone files to Windows without creating bad copies
Apple’s current Windows transfer guidance uses the Apple Devices app and Microsoft Photos:
- Install Apple Devices from the Microsoft Store.
- Connect the iPhone by USB, unlock it, and tap Trust or Allow if prompted.
- Import with Microsoft Photos or the supported Windows import workflow.
- Start with a small batch. Open the copied files before importing the rest.
If a transfer yields files that will not open, do not delete the phone originals. Retry with the iPhone unlocked, accept the Trust prompt again if needed, and try a known-good cable or USB port. Compare file sizes and transfer a small batch at a time rather than dragging a large library in one go.
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- Seamlessly move content between your USB Type-C smartphone, tablets and Macs and USB Type-A computers(2) | (2) Mobile device requires USB Type-C port and On-The-Go (OTG) support. See the official SanDisk website for a list of compatible devices.
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When iCloud Photos is enabled, Apple says original full-resolution files may need to download to the iPhone before USB import. Connect the phone to Wi-Fi and power, allow time for downloads, verify the file opens on the phone, and retry. This is a different problem from Windows lacking a decoder.
Choose whether to preserve originals or prioritize compatibility
| Your goal | Better choice |
|---|---|
| Keep original files for archiving or later editing | Preserve HEIC/HEVC originals; use Keep Originals for USB import |
| Open files on older or varied devices | Make JPEG/H.264 copies or use compatible capture settings |
| Reduce iPhone storage use | Keep High Efficiency, which uses HEIF/HEVC |
| Send a few files to a recipient who cannot install codecs | Use the Photos Share sheet’s compatibility options or export copies |
For USB imports, Apple documents the setting at Settings > Apps > Photos > Keep Originals. Choose it when you want the original HEIF/HEVC files rather than automatic conversion during import. It is not the best choice if the receiving computer cannot read those formats.
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On iPhone, open Settings > Camera > Formats and choose Most Compatible. Apple says new photos then use JPEG and new videos use H.264. This changes future captures; it does not convert files already taken. Compared with High Efficiency, compatible formats are generally larger and may not retain every format-specific capability.
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To share only a few existing files, open Photos, select the items, tap Share, then tap Options. Depending on the destination and iOS version, choose Automatic to let the device select a compatible format, Current to try to preserve the current format, or Most Compatible to request more widely compatible files. Check the resulting copies before deleting anything.
Convert only when a destination requires it
Convert when a website, printer, older device, or particular editor rejects the original. On Mac, open a still image in Photos or Preview and use File > Export to save a JPEG or PNG copy. For video, use QuickTime Player’s H.264 export described above. Save to a separate folder and keep the source file.
Conversion is not a guarantee that every property will be preserved. Depending on the source and conversion path, HDR appearance, depth data, Live Photo components, edit history, and metadata may change or be omitted. Avoid repeated JPEG conversions, and inspect the output—especially if location, date, HDR, or other details matter. For a long-term archive, retain the original alongside any compatibility copy.
Check for ProRAW, ProRes, or a damaged file
If the extension is .DNG, you are likely dealing with Apple ProRAW, not HEIC; use an application that supports RAW images. ProRes is a separate video format and can produce much larger files than HEVC. Installing HEIF or HEVC extensions will not solve a ProRAW or ProRes compatibility problem.
If one file fails while other files of the same type work, or its size is far smaller than expected, suspect an incomplete or damaged copy. Retrieve it again from the iPhone, iCloud, or the original backup. A codec can decode supported media; it cannot repair a truncated or corrupted file.
Quick decision path
- HEIC/HEIF fails on Mac: update macOS, try Photos and Preview, and confirm the original downloaded.
- HEIC/HEIF fails in Windows Photos: install Microsoft HEIF Image Extensions; consider HEVC Video Extensions if following Microsoft’s Photos guidance or if videos also fail.
- MOV plays audio but shows no picture on Windows: install HEVC Video Extensions, try another compatible player, and check whether the file is ProRes or has demanding video settings.
- Only transferred copies fail: retry the import and verify file size before changing formats.
- Need future files to work broadly: set Camera Formats to Most Compatible.
- Need the original format: keep originals and install compatible software on the destination device.
For Microsoft’s troubleshooting explanation of Photos format errors, see Microsoft Support. Apple’s format, transfer, and compatibility guidance is available in its HEIF/HEVC support article and iPhone-to-Windows transfer guidance.
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