User profile for user: JamesBeyersdorf
JamesBeyersdorf Author
User level: Level 1
12 points

Photos was quiting - now won't play video

MacBook Pro 13 inch - Mid 2012

Mac Os High Sierra 10.13.1

Photo 3.0 (3231.11.210)


IPhone 7

iOS 11.1


I had been having issues with Photos (since upgrading to high Sierra) where Photos quits unexpectedly after a few minutes. Sometimes it would ask if I wanted to send in an error report, sometimes not. I tried all of the methods mentioned in different threads and tonight, downloaded and reinstalled high sierra. Now Photos seems to stay open.


However, It will not play videos that were shot on my iPhone today and imported to Photos tonight.

The error message is:

"Photos cannot play this video because it uses an unsupported format"


The video plays just fine on my phone...

Since I am running the latest operating system on my iPhone and MacBook and have ample memory on both... I don't know how I can be filming in a format not supported by Photos??

Help??

MACBOOK AIR (11-INCH, EARLY 2015), macOS High Sierra (10.13.1), just upgraded to high sierra 10.13.

Posted on Nov 6, 2017 6:35 PM

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User profile for user: léonie
léonie
User level: Level 10
200,645 points

Posted on Nov 7, 2017 7:47 AM

You can also set the iPhone to convert the videos, when you import from your iPhone (https://support.apple.com/en-us/HT207022#working)


When you import HEIF or HEVC media from an attached iOS device to Photos, Image Capture, or a PC, the media might be converted to JPEG or H.264.

You can change this import behavior in iOS 11. Go to Settings > Photos. In the "Transfer to Mac or PC" section, disable Keep Originals to ensure the media are being converted when importing.

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User profile for user: léonie
léonie
User level: Level 10
200,645 points

Nov 7, 2017 7:47 AM in response to JamesBeyersdorf

You can also set the iPhone to convert the videos, when you import from your iPhone (https://support.apple.com/en-us/HT207022#working)


When you import HEIF or HEVC media from an attached iOS device to Photos, Image Capture, or a PC, the media might be converted to JPEG or H.264.

You can change this import behavior in iOS 11. Go to Settings > Photos. In the "Transfer to Mac or PC" section, disable Keep Originals to ensure the media are being converted when importing.

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User profile for user: léonie
léonie
User level: Level 10
200,645 points

Nov 7, 2017 3:40 AM in response to JamesBeyersdorf

If you are now running iOS 11 on your iPhone, the video may have been saved in the new HEVC format. even with high Sierra installed, Photos cannot play videos in HEVC, if the frame rate and resolution is too high, if the Mac is older than late 2015. Change the settings on your iPhone to "most compatible".

If HEVC videos are the problem, you should be able to play then QuickTime player however and to convert them to a supported format.

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Photos was quiting - now won't play video

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