can't open photos on computer

Test one affected photo in another Windows app and on the phone before changing anything; the results will distinguish a bad transferred copy from a Microsoft Photos problem.

1. Test one affected file

Keep the originals on the phone until this is resolved.

1. In File Explorer, right-click an affected photo and select Properties.
2. Note:
   • Type of file
   • Size
3. Right-click it again and select Open with → Paint.
4. Open the same photo directly on the Galaxy phone.

Microsoft Photos supports JPEG files, so a valid JPEG should normally open without an additional codec. ^1^

Use the matching result below.

If it opens in Paint but not Photos

The transferred file is probably usable, while the Photos app needs attention.

1. Open Microsoft Store → Library → Get updates.
2. Install any update for Microsoft Photos.
3. If it still fails:
   • Windows 11: Start → Settings → Apps → Installed apps → find Microsoft Photos → … → Advanced options → Repair.
   • Windows 10: Start → Settings → Apps → Apps & features → Microsoft Photos → Advanced options → Repair.
4. Test the photo again.
5. If Repair does not work, return to the same page and select Reset. Reset is the more disruptive option, so use it only after Repair. ^2^

If it opens on the phone but not in Paint or Photos

The computer’s copy may be incomplete or damaged. Reimport a few affected photos rather than copying the entire collection again:

1. Connect the unlocked phone using a USB cable capable of transferring files.
2. On the phone, change the USB mode to Transfer files or Transfer photos, if prompted.
3. On the computer, open Start → Photos.
4. Select Import → the connected phone.
5. Import two or three affected photos into a new folder, then test them.

Microsoft documents this import method for Android devices and notes that Android USB mode may need to be changed for media transfer. ^3^

Alternatively, download those photos from the phone’s cloud backup if they are stored in OneDrive or Google Photos. Do not delete the existing copies until the replacements open successfully.

If it does not open on the phone either

The source photo itself may be damaged. Check whether an intact copy exists in:

• Google Photos
• OneDrive
• A Samsung or other cloud backup
• The phone’s Recycle Bin/Trash
• Another backup location

Copy or download the backup version to the PC and test it before replacing anything.

Only if Windows identifies the files as HEIF/HEIC

A .jpg filename alone does not prove the internal encoding. If Properties identifies an affected file as HEIF/HEIC, or Photos specifically says an extension is required, install the HEIF Image Extensions and HEVC Video Extensions from Microsoft Store, then restart Photos. Microsoft notes that Android-originated HEIF/HEVC media can require these extensions. ^4^

Do not merely rename .heic to .jpg; changing the filename extension does not convert the image.

References

1. Manage photos and videos with Microsoft Photos app | Microsoft Support
2. [Windows 10](https://support.microsoft.com/windows/apps/repair-apps-and-programs-in-windows#summary)
3. Import photos and videos from phone to PC | Microsoft Support
4. Photos app Video Editor error: Can’t view this file type | Microsoft Support