If you find that you are having issues with adding photos to reports and service tickets, check the photo file format on your mobile device.
HEIC & HEIF Photo Formats
- HEIC and HEIF are newer photo formats that were introduced to offer better file compression, while still preserving the highest image quality.
- It's essentially the JPEG replacement, as it is able to more efficiently compress images so that they have a smaller file size with the same quality.
- However, there is a difference between HEIF and HEIC. HEIF is for storing individual images and sequences of the image. On the other hand, the HEIC file can store both image and video files.
- The problem with HEIC/HEIF is that it’s not widely compatible with other apps, devices, and web applications.
- With that, you may not be able to open a HEIC photo after moving it to your computer. While more developers are adopting HEIC every day, it’s still not as commonly accepted as the tried-and-true standard, JPG.
You can set these devices to capture media using the older formats, which are more broadly compatible with other devices and operating systems:
- Go to Settings > Camera.
- Tap Formats.
- Tap Most Compatible. This setting is available only on devices that can capture media in HEIF or HEVC format, and only when using iOS 11 or later.
- All new photos and videos will now use JPEG or H.264 format. To return to using the space-saving HEIF and HEVC formats, choose High Efficiency.
***Due to the different variations of Android products, the general steps below may differ.
- Open the Camera app.
- Go to Settings > Picture Formats
- Turn off High-Efficiency Pictures
For more tips on troubleshooting problems with your mobile device, see the article Device Optimization/Mobile App Set-Up.
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