This browser is no longer supported.
Upgrade to Microsoft Edge to take advantage of the latest features, security updates, and technical support.
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(128, 8%, 22%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EA%3C/text%3E%3C/svg%3E)
Hello, I was trying to import photos from my iPhone via charging cable and upon import the photo app freezes. I reset my phone and tried again and it worked for the first import but another problem is that I can only upload 3-4 videos at a time before the photos app says something went wrong and I have to start the whole process all over again. Because of this, when I go to import again it just freezes once it hits my total photo and video count. This problem has been persistent ever since I started uploading photos and videos this past year or two and it really hinders my progress. Thanks for any help.
-Gabriela
Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.
My problem is consistent with this string. I find all my pics get copied, and encounter the problem upon the first video or pic taken with live option. I can copy one large video at a time or 2-3 small live pics. The other issue is Photo can no longer distinguish photos that have been copied. I always get select All, NOT Select New. Ultimately, error message encountered as soon as I get to the end of the first video or multi image is copied.
Mine is doing the same thing UGHHH. Im trying to import videos and it does the same thing where it freezes on the pop up right after it shows how many photos and videos I have. Looking at all the comments this seems to be a real issue.
This has been happening here since whatever was updated mid-November. I have tried all the "fixes" with no success -- counts the photos, freezes, and eventually just closes. Many people have complained -- come on, Microsoft, fix this app!
Greg,
So here is the problem. My iPhone has started storing photos in HEIC format - High Efficiency Image Coding/Format - which requires its own codec which Microsoft fails to supply; it appears to be part of/include the MPEG-H HVEC video codec for which Microsoft charges 99 cents plus tax.
I spent all day looking at what photos had not transferred to me PC since mid-October, and the first one that gave problems was a .heic Not only did the Photo app cheke on the file, but so did Explorer when I attempted to drag and drop it onto my PC. No nice error message, but an assortment of Catastrophic Hardware Failure messages! I deleted that one file after screen-shotting the image, and then could drag everything else over. I launched the Photo app, which showed blank boxes for the heics, but a link to MS to buy the missing codec. I installed it, and then the images are shown in Photo.
Does this stop the Photo app hanging during imports? No, or at least not yet. It appears that MS were totally unaware of this new format and what they need to include in their updates to handle it, At least now I can drag and drop all my new photos as I wait in hope that someone will fix this issue.
Please forward these details to anyone at MS you are in contact with.
Thank you
As well as plugging in iphone and right click import pictures in my computer, try this as I was still have some issues. On the iphone in settings (use search at top), find transfer to pc or mac option. In there at the bottom, there is the transfer to pc or mac, automatic or keep originals. I found mine was set to default, however changing this to keep originals sorted out the transfer issues. Not sure if this is the issue with the photo app within windows 10, if someone can test.
