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ACDSee Pro 2019 No Longer Reading HEIC Photos from iPhone

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  • ACDSee Pro 2019 No Longer Reading HEIC Photos from iPhone

    Hello,

    ACDSee no longer reads HEIC formatted photos in Windows 10. I receive the notice "The source data format is not recognized".
    Has anyone else experienced this issue? I can read photos earlier in the year with the same extension, perhaps this is an issue introduced by iOS 13?
    For reference, I use Microsoft OneDrive to automatically sync photos to my computer.

  • #2
    Hi GreenApple,

    We have updated the plugin to be compatible with the HEIC format introduced by iOS13, and you can use the steps below to let ACDSee 2019 versions also support this new HEIC format :

    - Close ACDSee Pro 2019

    - In Windows file explorer, browse to the plugin folder

    For ACDSee Professional 2019, the plugin folder is
    C:\Program Files\ACD Systems\ACDSee Pro\12.0\PlugIns

    - Download the plugin file from this following link:
    http://dl.acdsystems.com/support/KB/...D_HEIC_x64.zip

    - Decompress the zip file and then copy the "ID_HEIC.apl" to that plugin folder

    - Confirm to replace the existing file

    - Close and restart ACDSee 2019 and you shall be now able to view those newly updated HEIC files


    Hope this helps.



    Regards
    James
    ACD Customer Care Team

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    • #3
      Tried this on my Pro 2019. Still can't see neither old or new HEIC files. They can be read by other programs on PC and Mac.

      Comment


      • #4
        Hi Iarsras,

        Can you send a few samples to help us look into this issue ?

        I have created a support ticket and send email to you. You can reply to this email with 2 or 3 such HEIC files attached.





        Regards
        James


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        • #5
          I had a similar problem to this. I imported the files and they could not be read even with the new decoder supplied above and restarting. However after installing the new decoder I tried to import the files again and this time it was successful.

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          • #6
            Hi guys!
            I just had the same problem. I've followed the tip downloding the updated plugin and it's all right.

            Just a little comment: I really don't expect that a so professional software (I have "ultimate" version 2019. Fully payed, installed just few days ago, mid march 2020) has this lack!
            On web you can find free software that don't have this problem.

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            • #7
              Hi guys! I have "ultimate" version 2019. Fully payed.

              I just had the same problem. I've followed the tip downloading the updated plugin and it is NOT ok, nothing changed and I still can NOT view HEIC files.

              Comment


              • #8
                Hi gedonis, and anyone else experiencing issues viewing HEIC files after following James' advice,

                We would appreciate some sample files that exhibit this issue. Could you please either post a link to some uploaded samples, or send them to Customer Care here: https://www.acdsee.com/en/support/form/

                We would also like some information about where the samples come from. What device or software is creating the files? Other information like the device's OS version (if applicable) would also be helpful. Does this issue occur with all your HEIC files, or only those from a certain device or with certain settings?

                Thanks,
                Tristan H.
                ACD Systems

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                • #9
                  After rebooting and reinstalling of the plugin (using the link above) - all is working, and I can see HEIC files

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                  • #10
                    I had the same problem after building a new PC and installing 19 Pro again. I dl'd the plugin and installed it and it didn't do anything. I then rebooted the computer, deleted the MobileSync HEIC files on the PC and re synced the same ones to my PC from my iPhone 7+. Now they are recognized.

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                    • #11
                      I just installed Ultimate 2022 and it does no show HEIC files. Is there a new plugin that needs to be loaded as stated above?

                      Comment


                      • #12
                        Hi Homer,

                        I'm sorry to hear you're experiencing this issue. I just double checked and our own HEIC samples are displaying correctly for me in Ultimate 2022.

                        I have some questions to help us understand why this is happening:
                        1. Do these HEIC files come from a particular camera or phone?
                          • If they're from an iPhone or other Apple device, what model is it and running what version of iOS?
                        2. Does this issue occur with all of your HEIC files, or only ones from a specific device or using a specific shooting mode?
                        3. How are you transferring the files to your PC?
                        We would appreciate a few sample files so that we can try to reproduce the issue ourselves. Can you please contact Customer Care: https://www.acdsee.com/en/support/form/
                        and send them a few samples?

                        Thanks,
                        Tristan H.
                        ACD Systems

                        Comment


                        • #13
                          Thanks Tristan. The photos come from an iPhone 12 mini (iOS 14.8), using the ACDSee mobile sync app. Since all of my HEIC images come from the iPhone, they are all in one directory (ACDSee mobile sync) and thus accessible to Ultimate 2022, and some go back for more than a year. I can, however, see them if I open Ultimate 2021, which made me think it was specific to Ultimate 2020. I'll contact Customer Care. :-(

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                          • #14
                            Sorry, it should have said 'specific to Ultimate 2022'

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                            • #15
                              Hi Homer,

                              Thank you for the information. We will see if any samples you send produce the same behavior for us.

                              In Ultimate 2022's Manage mode, could you please open Tools > Plug-In Settings, and see whether the ID_HEIC plugin appears in the list and its checkbox is checked? I've attached a screenshot showing where it should be. I would be surprised it was missing or unchecked but it is worth a try.

                              Thanks,
                              Tristan H.
                              ACD Systems

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