#Downloading Live Photo only downloads mov not heic

1 messages · Page 1 of 1 (latest)

crude blade
#

So like the title says, when I try to download a live photo from the web browser UI, it only downloads the mov file and not the heic. This happens both on the photo view and on the timeline view. In the timeline view i see a notification pop up saying that it's downloading the heic, but only the mov is downloaded.

Docker logs dont show anything. Like at all. If I follow the logs, and then download the image, no logs show up. Reverse proxy doesn't show any errors and I do see the request for the asset. Any ideas??

Thank You

raw hatchBOT
#

:wave: Hey @crude blade,

Thanks for reaching out to us. Please carefully read this message and follow the recommended actions. This will help us be more effective in our support effort and leave more time for building Immich immich.

References

#

Checklist

I have...

  1. :blue_square: verified I'm on the latest release(note that mobile app releases may take some time).
  2. :blue_square: read applicable release notes.
  3. :blue_square: reviewed the FAQs for known issues.
  4. :blue_square: reviewed Github for known issues.
  5. :blue_square: tried accessing Immich via local ip (without a custom reverse proxy).
  6. :blue_square: uploaded the relevant information (see below).
  7. :blue_square: tried an incognito window, disabled extensions, cleared mobile app cache, logged out and back in, different browsers, etc. as applicable

(an item can be marked as "complete" by reacting with the appropriate number)

Information

In order to be able to effectively help you, we need you to provide clear information to show what the problem is. The exact details needed vary per case, but here is a list of things to consider:

  • Your docker-compose.yml and .env files.
  • Logs from all the containers and their status (see above).
  • All the troubleshooting steps you've tried so far.
  • Any recent changes you've made to Immich or your system.
  • Details about your system (both software/OS and hardware).
  • Details about your storage (filesystems, type of disks, output of commands like fdisk -l and df -h).
  • The version of the Immich server, mobile app, and other relevant pieces.
  • Any other information that you think might be relevant.

Please paste files and logs with proper code formatting, and especially avoid blurry screenshots.
Without the right information we can't work out what the problem is. Help us help you ;)

If this ticket can be closed you can use the /close command, and re-open it later if needed.

crude blade
#

i can share my config files and stuff but didn't know what might be relevant

brittle tangle
#

Have you tried via localhost to rule out the proxy?

crude blade
#

I just did and same problem

#

i see this in the web browser, but only get the mov

brittle tangle
#

What does the network tab say? Strange

crude blade
#

what am i supposed to look for in the network tab

#

not sure what to look for. theres too much stuff

brittle tangle
#

I can check tomorrow. But probably a download request to see if it's failing. I'll check in the am for the call

crude blade
#

thank you!

#

let me know if i can give you any more information

feral creek
#

Same issue for me

#

only downloads .mov

#

@brittle tangle was this fixed ?

#

seems like a web app only problem

#

And this happens only in safari ( google chrome works fine )

brittle tangle
#

I honestly have no idea. I would look on GitHub and see if there is an open issue for it

fleet garnet
#

I just checked it. Same for me (web and 1.135.3).
I am using Storage Template which puts every pic/mov of an album in its dedicated album folder. The Storage Templates moves only the .heic though. The .mov remains untouched in the folder "without album". Maybe that's the reason for it (same asset in two different folders).
To me this sounds like a bug.

#

to be clear: movies get moved into the album directory, pics get moved. live photos: only pic gets moved by storage template.

#

Download of live photos: only movie gets downloaded.

fleet garnet
#

Just upgraded to 1.137.1 - same behavior.

brittle tangle
fleet garnet
#

thank you very much!

brittle tangle
#

So in the file system you see the heic file moved by the storage template but not the mov? So they are not next to each other?

#

I don't have any examples of .mov's not getting moved to test with.

Can you open the network tab when you attempt to download and show the requests being sent?

fleet garnet
#

my workflow is:

  • i uploaded a ios live photo via immich-go into an album
  • live photo is correctly showing in this album through web ui
  • my storage template is: {{#if album}}{{{album}}}{{else}}#Ohne_Album{{/if}}/{{y}}/{{MM}}/{{filetype}}_{{filename}}
  • i run storageTemplateMigration through api call daily before i backup
  • the .mov (example: VID_2025-04-06_12-13-51_IMG_0211.mov) stays in the folder (file structure) "#Ohne_Album", the image (example: IMG_2025-04-06_12-13-51_IMG_0211.heic) is in the right folder which is named after the album

So yes, they are definetly not in the same folder on the file system. Perhaps for testing you could just rename a image and a .mov to the same file name but i don't know if that's the way immich detects live photos.

Only .mov gets downloaded.

#

(safari on macos)

Bildschirmfoto_2025-08-01_um_15.46.41.png
brittle tangle
#

Oh I missed the only in safari it happens. @crude blade Can you elaborate a little more. Do you use storage template? Which browser are you using?

fleet garnet
#

Oh true, i checked firefox (still macos) and it is downloading both files.

brittle tangle
#

I use firefox on windows and can't reproduce. Let's see if marthery's setup is similar

fleet garnet
#

Still i have a problem with storage template but that's another topic.

#

Thank you very much so far.

crude blade
#

sorry for dissapearing. yes i use storage template and safari

#

i actually dont have other browsers downloaded ill try firefox later