HEIC Files

RV100

In my instance the HEVC extension is installed and NY HEIC files open normally in Windows explorer and in Photos. However some HEIC and .MOV files show up with the ripped icon in Tonfotos. This does not happen with all HEIC files, some work normally. When I double click on the ripped icon it gives the message “HEVC extension required” even though the extension is already installed. Any ideas?

Andrey

RV100 Since it works well for some of your HEIC files, then most likely this is not the issue with Tonfotos or extension, but with some of your files. Last time user was reporting similar issue, the “broken” files were not HEIC’s, those were actually jpeg’s, but for some reason name had .heic extension. Can you please send few samples of those “broken” heics to support@tonfotos.com?

RV100

I just sent you a file

Andrey

RV100 Thank you for the file. There is an error on our side parsing HEIC metadata. I have added a ticket to our system. Fix will be available in one of the coming releases.

Andrey

Andrey After closer inspection, this does not seem to be a valid HEIC file. It does not have proper signature in the beginning of the file. I was not able to open it with File Explorer and Photos either.

After some digging I found out that this is actually a MOV video, not an image. Once renamed, it then gets processed by Tonfotos without issues.

So please just rename those files to .mov and it will work fine.

RV100

You were absolutely right, that fixed the problem. Also it seems some HEIC files got named MOV files.