How to fix photos that are won't display in the photo app; downloaded from Iphone

Question

How to fix photos that are won't display in the photo app; downloaded from Iphone

DA Caldwell 20

My question is in regard to both photo apps on my Windows 11 photo legacy & regular Windows 11 photos app.

Certain photos downloading into these apps on my PC will no populate nor can I delete the blank photo! Iphone photos I think they are!??

What is causing this problem? I run a desk top Lenovo PC. Your input would be much appreciated, thankyou.

Grameenita

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Answer accepted by question author

Haien-L 7,740 Microsoft External Staff Moderator

Dear DA Caldwell
Thanks for reaching out! Welcome to Microsoft Q&A. I'm Haien from Microsoft Q&A.

I understand how frustrating it is when your photos don't display properly, especially after you've transferred them from your iPhone to your desktop. This issue is most likely caused by a file format incompatibility. Modern iPhones, by default, take photos and videos in a format called High-Efficiency Image Format (HEIF), which uses the .heic file extension. However, a standard Windows 11 installation doesn't have the built-in ability to read and display these .heic files. When you transfer the photos to your PC, the Photos app sees that a file exists but can't read the image data, which results in the blank tile you're seeing. Here is a simple procedure so you can easy follow:

Go to Settings > Apps > Installed apps > Search for "Photos," click the three dots > Advanced options > Select "Repair" first, then "Reset" if needed (this clears cache but keeps data).
For Legacy Photos: Search "Photos Legacy" in Start menu, right-click > App settings > Repair/Reset.
Open the Microsoft Store, search for "HEIF Image Extensions" and "HEVC Video Extensions" (both free from Microsoft) > Install them

Please keep me updated with anything new that you were try to each option.

To assist others who might have similar questions and to help us improve our support system, we kindly encourage you to "Accept the answer" if it successfully addressed your concern. Accepting an answer lets other users know that this solution worked for you, and it also helps us track the effectiveness of our support efforts.

We appreciate your patience and look forward to resolving this quickly for you.

Warm regards

Gillian Bagwell 0 Reputation points

2025-09-25T00:59:11.6+00:00

Hi, thanks, Haien-L. I'm having the same problem as DA Caldwell. I followed your instructions, first trying Repair and then Reset, but I'm still having the same problem. I have about 5000 photos from a research trip, the majority of them of documents, and I need to be able to see them clearly. I've been able to easily put some photos in folders, but some won't transfer at all.

For one date, there are the sort of blank tiles you referred to, and they're still there.

Also, some photos that are on my iPhone for a certain date are not in Photos. Please help! I'm using an HP Envy laptop that's less than a year old and has Windows 11.
Sonia Gonzalez 0 Reputation points

2026-03-14T04:03:43.6+00:00

Hi, so I followed the steps and even downloaded legacy. But I still have the format error on my photos which still do not open.
Diane Ashby 0 Reputation points

2026-06-23T20:05:34.67+00:00

I followed these instructions but I do not know how to bring the photos back as they still say they do not support the format. Do I have to download again?

1 additional answer

Your answer

Gillian Bagwell 0 Reputation points

2025-09-25T00:59:11.6+00:00

Hi, thanks, Haien-L. I'm having the same problem as DA Caldwell. I followed your instructions, first trying Repair and then Reset, but I'm still having the same problem. I have about 5000 photos from a research trip, the majority of them of documents, and I need to be able to see them clearly. I've been able to easily put some photos in folders, but some won't transfer at all.

For one date, there are the sort of blank tiles you referred to, and they're still there.

Also, some photos that are on my iPhone for a certain date are not in Photos. Please help! I'm using an HP Envy laptop that's less than a year old and has Windows 11.
Sonia Gonzalez 0 Reputation points

2026-03-14T04:03:43.6+00:00

Hi, so I followed the steps and even downloaded legacy. But I still have the format error on my photos which still do not open.
Diane Ashby 0 Reputation points

2026-06-23T20:05:34.67+00:00

I followed these instructions but I do not know how to bring the photos back as they still say they do not support the format. Do I have to download again?

Answer 1

Haien-L 7,740 Microsoft External Staff Moderator

Dear DA Caldwell

Welcome to Microsoft Q&A. I'm Haien from Microsoft Q&A.

May I ask if you have tried my suggestions for your case? I hope you can keep me updated on your issue in the future.

Your satisfaction is Microsoft's priority.

Warm regards

DA Caldwell 20 Reputation points

2025-09-17T21:12:45.1433333+00:00

Just did the repair and reset, I haven't rebooted the pc yet...will let you know, thank you!