How to fix 'Looks like we don't support this format'

Jo Lene Kjonaas 0 Reputation points
2026-08-26T22:54:18.8966667+00:00

I keep getting 'Looks like we don't support this format' on a .jpg file when trying to open a photo or video file. How can I fix this?

Windows for home | Other | Music, photos, and video
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  1. AI answer

    2026-08-26T22:54:39.21+00:00

    Try these fixes in order:

    1. Refresh or reopen the app, then try the file again. A failed load can sometimes trigger a format error even when the file type is valid.
    2. Save the image as a new file:
      • Open the .jpg in the Photos app if possible.
      • Save it again as JPG or PNG. This can fix files that are readable but not being recognized correctly.
    3. If the file is actually a video or audio file showing the same message, convert it to a more common format:
      • Video: MP4
      • Audio: MP3 or OGG
    4. If the file still fails after conversion or resaving, the file may be corrupted. Get the file again from its original source if possible.
    5. If the issue is with opening image files in Windows after an update or app change, reset the default app association:
      • Open Settings > Apps > Default Apps.
      • Select the photo app.
      • Assign file types such as .jpeg, .jpg, and .png to it.
      • If needed, use Reset in Default Apps to restore Microsoft recommended defaults.
    6. If image files still do not open in the Photos app, repair or reset the app:
      • Open Settings > Apps and Features.
      • Find Microsoft Photos.
      • Select Advanced Options.
      • Run Repair, then Reset.
    7. If the problem is only with very large images in Windows Photo Gallery, note that it does not open images larger than 100 megapixels by default.

    If a .jpg attachment is being saved with a warning about the extension, saving it as .jpeg does not change image quality; it only changes the file name extension.

    AI-generated content may be incorrect. Read our transparency notes for more information.

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  2. Ferdinand Nanalig 32,850 Reputation points Independent Advisor
    2026-08-26T23:37:04.0233333+00:00

    Hi, let me help you.

    Please go to Settings, then Apps, then Installed apps, find Photos, click the three dots next to it, and choose Advanced options. In there, click Reset first, and if that doesn't help, come back and click Repair too. Try opening the photo again after that.

    If it still won't open, try opening the same file in a different app just to confirm the file itself is fine, like Paint or a browser. Right-click the file, choose Open with, and pick something else. If it opens fine there, the issue is confirmed to be with Photos.

    It is also possible that the cause is the file association getting messed up, so Windows thinks .jpg files need an app that no longer works correctly. You can fix that by going to Settings, then Apps, then Default apps, searching for Photos there, and making sure it's set as the default for .jpg and other image types.

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