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Troubleshooting

Fixes for the problems people hit most: formats, videos, the map, the phone link and licence messages.

  1. HEIC photos don't show on Windows: how to fix it

    iPhone HEIC photos need the free HEIF Image Extension and the HEVC Video Extensions from the Microsoft Store. Install both, then Retry unrenderable files.

    Windows macOS Linux

  2. Trial over, Check-in needed, Past updates: licence messages explained

    The title-bar label shows your licence state. What Trial over, Check-in needed, Check-in refused, Past updates and Another PC's licence mean, and each fix.

    Windows Your account

  3. Phone can't find your PC over Wi-Fi: how to fix the link

    Put both devices on the same Wi-Fi (not guest, mobile data or VPN), tick Let paired phones connect, and let Windows allow the gallery on private networks.

    Windows Android

  4. Map says 'No map tiles configured': how to fix it

    The app ships without map imagery. Click Tile provider…, enter a tile service you're allowed to use (URL, attribution, your key) and the map fills in.

    Windows macOS Linux