Print software not collecting all photo files

[BOBBIE77]

My HP printing software collects photo files from my Dell PC Windows 10 picture folders ready for editing and printing. However recently some of the photo files are not being collected. Those which are collected are JBEG and BMP files whereas theHEIC photo files sent to me from the US are not being collected. Why?

[TEJ1602]

@BOBBIE77, Welcome to HP Support Community!

To be able to assist you better, I'd like to know the following-

• May I have the exact model name of the product? Refer to this document for steps to find the product details. Do not share any of your personal information such as serial, phone number, email ID, etc.
• Also, which software are you referring to?
• When you say it does not collect, does it mean you're unable to print?

Keep me posted for further assistance.

[BOBBIE77]

There is no problem whatsoever with the printer. The software is probably quite old and called 'HP PHOTO AND IMAGING GALLERY'. The software does not collect HEIC and BMP (I received them from the US) photo files from my PC folders. All the other JPEG, JPG and SCAN photo files are collected as always from the PC folders and are then available for editing and printing by the software. For the record my printer is an HP DESKJET 3050a (J611)

,

[TEJ1602]

@BOBBIE77

Thanks for replying!

This requires remote assistance, please reach out to the HP Support in your region regarding the service options for your printer.

Hope this helps!

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