Part 7 of 7 · Troubleshooting & FAQ
Troubleshooting
The Convert button is greyed out
The output folder is missing or invalid — usually because the folder that was remembered from your last session no longer exists. Pick an existing folder with … and the button comes back.
A row says “Conversion failured!”
The dialog at the end of the run carries the reason for the last failure. The common ones: the file was moved or renamed after being added, the file is not really a HEIC (a JPG renamed to .heic), or the output folder became read-only or full. Remove the row, re-add the file, convert again.
“Please select photo first!”
Every row is unticked. Tick at least one — or the File name checkbox in the header to tick them all — then convert.
Dropping files does nothing
Two usual causes: the files were dropped outside the dashed rectangle, or they are not .heic / .heif. Folder drops are ignored by design; use Add Folder for those.
The same photo is only in the list once, though I added it twice
That is the duplicate filter doing its job. Each path can appear once; re-adding is a no-op rather than an error.
One of my converted files disappeared
Two source files with the same base name in different folders produced the same output name, and the second conversion replaced the first. See Where the files go and convert them into separate folders.
The photo appears sideways
HEIC stores rotation as a flag, and the decoder applies it. If a photo still looks wrong, rotate it in the viewer (Ctrl+L / Ctrl+R) and copy it with Ctrl+C — the clipboard copy carries the rotation. The viewer’s rotate buttons never write to the file.
Double-clicking a row does not open the photo
Double-click the row itself, not its checkbox or icons — those trigger their own action on the first click. A single click on the view icon is enough.
Show EXIF is greyed out
The list is empty. Add a photo first; the window then reads whichever row is selected.
Common questions
Are my photos uploaded anywhere?
No. Decoding, conversion and viewing all happen on your machine, and the app needs no connection to work. The only network activity it ever performs is opening this guide in your browser the first time it starts.
Does converting change my original HEIC files?
Never. Sources are opened read-only and a new file is written next to the destination folder. Nothing is renamed, moved or deleted.
Can it convert back to HEIC?
No. HEIC / HEIF are input formats only — the point of the app is to get out of them.
What about Live Photos and videos?
Only the still image is converted. A Live Photo’s paired .mov clip is a separate file and is not touched, and HEVC video is out of scope.
How many photos can I convert at once?
As many as you can add — there is no hard limit. Each file is processed in turn, so a large batch simply takes longer; the percentage on the button tells you where it is.
Why does the app sometimes ask me to rate it?
A Rate Us dialog can appear after a successful conversion or after opening a photo. Rate Now takes you to the Store listing, Maybe Later closes it, and Don’t Show Again stops it permanently.
Does the converted file keep the location where I took the photo?
Yes, as long as Save EXIF info is ticked — GPS is part of EXIF. Untick it before converting if you are sharing the file and would rather not include coordinates.
Can I run it on a 32-bit PC?
No. The HEIC decoder is 64-bit only, so the app is published as a 64-bit package for Windows 10 and 11.
Privacy & support
HEIC +Converter works entirely offline. Photos are read from disk, decoded in memory, and written to the folder you chose — no upload, no telemetry, no background service. Installing and updating go through the Microsoft Store, which is the only part of the experience that talks to the network on the app’s behalf.
If something does not behave as described here, the fastest route is the Store listing’s review or support channel, mentioning the app version shown in About and, for conversion failures, the exact error text from the completion dialog.
Keep this page handy. The Need help? Read the guide link under the drop zone opens this guide at any time, from any part of it.