The Problem
When I download a video from Google Photos the video is audio only, no visual element is included.
I upload a working video (.MOV) from my Apple iphone, and when I then downloaded that video to my PC, I only get the audio.
By "working" I mean that I can use the .MOV file on my PC, watching it in media player, or editing it in Movie Maker.
Google support forums have lots of people with this problem, but no solution is offered. After using google support for first time owing to a problem. I now have two problems as they terminated our conversation without a solution. They have said they will email. . . but we'll see.
Immediate Work Around
If you just need a quick fix then you can use an online convertor to change .MOV to MP4. You can then use the MP4 files in you editing software.
More Detail
After 1 hour on chat with a two google support staff, I narrow problem to:
"So problem videos use hvc1 codec. . . . and working videos use avc1 codec. I upload an avc1 codec video to google photos and it downloads as hcv1."
I found a handy little program called
GSpot that analysis video files and this told me about the different codec that were being used before and after download.
When I transfer a video using a USB cable, it arrives on PC as avc1 codec. This works perfectly. Please note where the video codec name comes back as H.264
When I download a video from google photos, the video codec is different and is Named as "unknown".
Fix 1 - Change Video Storage Format on Iphone
This fix will not help with videos already stored on Google Photos. But it will fix onward compatibility problems.
On you iphone navigate:
- Settings
- Camera
- Formats
- Select: (Compatibility)
If I do this then I find I can download videos from google photos and work with them on the PC.
Fix 2 - Pending
Hopefully Google Support will get back with a proper fix.
Transcript from Support Chat
Chat transcript for case: 7-7409000033723
17 Jan, 00:46 (Pacific Time)
00:46:26 Maze: Maze joined the conversation
00:46:26 Dorky Thorpy: Dorky Thorpy joined the conversation
00:46:28 Maze: 7-7409000033723
Hi Dorky Thorpy. Thanks for being a Google One member. My name is Maze. How are you today?
00:46:37 Dorky Thorpy: Good thanks
00:46:44 Dorky Thorpy: You?
00:46:54 Maze: I'm glad to hear that, Dorky. I'm doing well, thanks for asking.
00:47:02 Maze: Before we proceed, may I confirm that you're contacting us about the email rollingreenhills@gmail.com, is that right?
00:47:11 Dorky Thorpy: yes
00:47:44 Maze: Thanks for confirming your email. I can see here that you have a concern with the download videos from Google Photos as it is playing as audio only, am I right?
00:47:54 Dorky Thorpy: yes
00:49:07 Maze: I'm sorry to hear that and I totally understand. No worries, I'll do my best to help you and if we can't find a solution, I will collect feedback for our developers and give you an external resource that you might be able to use.
00:49:21 Maze: May I know what device you are currently using?
00:51:27 Maze: Just checking, are we still connected?
00:51:30 Dorky Thorpy: I am downloading videos from google photos to a windows 7 PC. I can play the video OK straight in google photos. And I can take them straight off iphone with USB cable. It is download from google photos that is problematic, audio only.
00:52:13 Maze: Is it happening on all the videos?
00:52:28 Maze: Or there's only a certain video that having this kind of issue?
00:52:51 Dorky Thorpy: I have downloaded a zip file, with 5 videos in and they all show same problem.
00:53:11 Maze: And can you tell me the file type of video that was saved on Google Photos and if it is changing after downloading on your computer?
00:53:43 Maze: Is it possible if you can try to download the 1 video and tell me if it is the same issue?
00:53:54 Dorky Thorpy: They are both .mov (quick time).
00:54:31 Dorky Thorpy: Yes I have downloaded a single video (this arrives unzipped) and I have the same issue.
00:55:23 Maze: Can you please try to go to this link https://photos.google.com/unsupportedvideos?
00:55:36 Maze: Then, select 1 video to download.
00:55:42 Maze: And let me know how it goes.
00:57:43 Dorky Thorpy: Tried both, and neither play.
00:57:44 Dorky Thorpy: TITLE.doc [Compatibility Mode] - Word_2023-01-17_08-56-21.jpg
00:57:52 Maze: Checking.
00:58:39 Maze: Is it still downloading as mov file?
00:58:57 Maze: And can you also please try downloading 1 video via phone device?
00:59:07 Dorky Thorpy: No they downloaded oK, but wouldn't play as per screen shot.
00:59:33 Maze: Okay, do you have VLC media player on your computer?
01:00:02 Dorky Thorpy: yes i'll try that
01:00:13 Maze: Let me know how it goes.
01:00:33 Maze: As mov is a video format that was developed by Apple.
01:01:02 Dorky Thorpy: 0130_Message.jpg
01:01:10 Maze: Checking.
01:01:25 Dorky Thorpy: Same message for 0128
01:02:00 Maze: Is it downloaded as .mov format or hvc1.?
01:02:22 Dorky Thorpy: In downloads folder it is : .MOV
01:02:46 Dorky Thorpy: But message in screen shot (from VCL) says hvc1. . .
01:03:26 Maze: That's right. Can you try to convert this video file to mp4?
01:03:44 Dorky Thorpy: how do I do that please
01:04:30 Maze: You can go to www.google.com.
01:04:42 Maze: And search for .mov converter to mp4.
01:06:19 Dorky Thorpy: Yes that work for 0130
01:07:17 Maze: Okay, it means that it was not supported by the Windows Media Player.
01:07:34 Maze: Because of Apple restrictions with the file type.
01:08:07 Maze: As the .mov file developed by Apple.
01:08:16 Dorky Thorpy: But why can I take videos off of phone with uSB cable, they work ok then.
01:09:23 Dorky Thorpy: Code I not download a codec pack or something, is that a good idea ?
01:10:12 Maze: Apologies, as this restrictions are set by Apple but I can recommend you to contact Windows to better assist you with this matter.
01:11:02 Maze: As we don't have tools and resources for this information regarding with Apple restriction and Windows media player.
01:11:45 Dorky Thorpy: This is clearly a google problem. I upload videos that work to google photos, and then when I download them, they don't work anymore. It is not an apple restriction, because I can play the videos when I take straight from device when I use USB.
01:14:35 Maze: I do understand. However, once you upload to Google Photos it will only copy the file type from your device and that's the reason why it is working properly. The file type is working properly it's just that your Windows Media Player doesn't support this file type.
01:15:40 Dorky Thorpy: So my phone is running a newer version of .mov?
01:15:59 Dorky Thorpy: If that is case how come, I can get file with USB and it works OK.
01:16:57 Maze: Do you mean that you are downloading the videos on your USB from Google Photos, is that right?
01:19:33 Maze: Because if the download file is the same format from the Google Photos, there's no issue on your file, it is just the media player that you are using.
01:19:56 Dorky Thorpy: No. I take video from phone to PC, with no issues.
01:20:23 Dorky Thorpy: I take .MOV from phone with USB = Good
01:20:42 Dorky Thorpy: I take .MOV from google photos download = Bad
01:21:35 Maze: It is only with the file format that is accepting by your media player.
01:21:42 Maze: But there's no issue with the file.
01:22:21 Dorky Thorpy: So the upload / download to google photos, is changing the video somehow. How do I stop that happening.
01:23:17 Maze: I'll be needing to check on my resources more about your issue. Can you give me 4-6 minutes?
01:23:51 Dorky Thorpy: Yes that is fine.
01:25:01 Maze: Thanks and I'll be right back.
01:29:42 Maze: Thanks for patiently waiting, Dorky.
01:30:31 Maze: Windows Media Player can play MOV files, but you need to download and install the 3ivx codec software.
01:31:30 Maze: As if you are unable to play it properly with the particular file type on your Windows device, it's because you do not have the program that runs that type of file installed on your computer.
01:33:16 Maze: Not to rush you, but are you still there?
01:33:28 Dorky Thorpy: Working
01:34:02 Maze: I'm glad we're still connected. Please take your time and keep me updated.
01:39:43 Maze: Just checking, are you still working on it?
01:40:17 Dorky Thorpy: Hmmm. So even if I open the download video from google photos with itunes it doesn't work then either.
01:41:06 Dorky Thorpy: Have downloaded and installed 3ivx and that didn't work.
01:41:34 Maze: Can you send a screenshot of the error message?
01:42:18 Dorky Thorpy: itunes - plays with sounds only, same as media player
01:42:33 Dorky Thorpy: 3ivx - same error messages as before
01:43:20 Maze: Can your tell me the OS version of your computer as well?
01:43:50 Dorky Thorpy: Windows 7 Service Pack 1
01:45:16 Maze: Thank you! I am going to consult it to our higher tier.
01:47:41 Dorky Thorpy: Analysis of Video Downloaded from Google Photos
01:47:41 Dorky Thorpy: Program Manager_2023-01-17_09-46-55.jpg
01:47:54 Maze: Checking.
01:49:02 Maze: I am already connected to our higher tier.
01:49:24 Dorky Thorpy: Analysis of Video taken with USB to PC - This plays OK
01:49:24 Dorky Thorpy: Program Manager_2023-01-17_09-48-06.jpg
01:51:42 Maze: I'm already explaining the said concern to our higher tier.
01:54:38 Dorky Thorpy: So problem videos use hvc1 codec. . . . and working videos use avc1 codec. I upload an avc1 codec video to google photos and it downloads as hcv1.
01:56:04 Maze: So it means that the file format was changed, it that right?
01:56:40 Dorky Thorpy: Yes still .MOV. But requiring different codec.
01:57:15 Maze: I'm advising our higher tier about this matter.
02:00:43 Maze: Did you change the file type?
02:01:06 Maze: Can you tell me how did you upload the videos on your Google Photos?
02:01:07 Dorky Thorpy: No i didnt change anything.
02:02:13 Dorky Thorpy: The photos were backed up, from my iphone.
02:02:25 Dorky Thorpy: using google photos app
02:03:58 Maze: Informing it to our higher tier now.
02:08:20 Maze: Can you confirm if you are having issue when downloading the video back to your iPhone device?
02:08:57 Dorky Thorpy: When I take video from iphone with USB cable there is no issue.
02:09:17 Maze: How about from Google Photos app directly?
02:09:58 Dorky Thorpy: If you look at the hcv1 codec analysis in screen shot from GSpot it say it is "unknown". So google photos downloads are using an unknown codec?
02:10:28 Dorky Thorpy: You can watch videos OK directly in google photos app.
02:10:28 Maze: It is to set aside the issue.
02:12:29 Maze: Are you able to do it?
02:12:44 Dorky Thorpy: Do what?
02:13:08 Maze: To download a video on your iPhone device.
02:13:34 Maze: As it is different from playing it from your Google Photos app.
02:13:54 Dorky Thorpy: Ok ill give it a try
02:14:15 Maze: I appreciate your patience with this.
02:14:47 Dorky Thorpy: No worries, well done for sticking with it.
02:14:56 Maze: Please take your time and keep me updated.
02:19:13 Maze: Not to rush you, are you still working on it?
02:19:32 Dorky Thorpy: yes still investgating
02:20:00 Maze: Thank you and I'll wait for your update.
02:25:44 Maze: I hope I didn't lose you. Are we still connected?
02:25:48 Dorky Thorpy: So I can download, and view in iphone photos app, but when I connect USB the video does not show in data folder. . .
02:26:22 Maze: Can you send a screenshot of it?
02:27:43 Dorky Thorpy: I guess you can always email me if we get disconnected, there are a lot of people with this problem on the forums, and no one have provided a solution.
02:27:43 Dorky Thorpy: IMG_2275[1].PNG
02:28:03 Maze: Checking.
02:33:44 Maze: Waiting for our higher tier update.
02:39:53 Maze: As per our higher tier, you need to contact Windows support to further check with them correct extension or player that will support the file type to be able to work properly.
02:42:16 Maze: Is there anything else I can assist you with today?
02:44:16 Maze: I'll be sending you an email about what we have discussed today as your reference. Should you have additional concerns, you can simply reply to the email so I can assist you personally.
02:45:14 Maze: It was a pleasure chatting with you today! Google loves customer feedback, so you can also click into a quick survey about your overall support experience at the end of this chat. Thanks again for contacting Google One Support Team. Have a great day!
02:45:18 Maze: Maze left the conversation
02:45:18 Maze: Thanks for chatting! Let us know how we did:
https://support.google.com/googleone/contact/survey_transactional_short?ctx=chat&caseid=AEvjbGWTDsr4q87iz5JGxg_qWteWrlxNNCtBFZhYqeHTRCBOdD3CMCFoN-A=
02:45:19 Maze: Maze ended the conversation
