Working with an Unsupported Raw File

In some cases, you may encounter files that Mylio Photos cannot read. These files will appear as a black square with a rectangle and squiggly line. This indicates that the file is unsupported or corrupt.

Unsupported Files

Unsupported files come in two types:

• Unsupported files that Mylio Photos can import
• Unsupported files that Mylio Photos cannot import

The most common unsupported files will be Raw files from a newer or much older unsupported camera. Mylio Photos will import the image(s) will not be able to display or edit them. For Mylio Photos+ subscribers the image will still sync between your devices and can be viewed outside of Mylio Photos by using the File Explorer (Windows), Finder (macOS), or a third-party application. Mylio also regularly updates its Raw format support with product updates. You can request support for your camera model by contacting Mylio Support.

If you’re trying to open an image from a camera that is not officially supported by Mylio Photos, the best workaround is to convert the image to a DNG file. You may also be able to create DNG files in-camera. Alternatively, you can install the free DNG Converter from Adobe.

Mylio Photos fully supports DNG files, including DNG files created by cameras and those created with the DNG Converter utility from images in another raw format.

If you encounter a file that cannot be imported by Mylio Photos, it is important to note that Mylio Photos+ subscribers will not be able to sync it across your devices or protect that file to a Vault. However, these files will not interfere with your Mylio Photos+ experience or cause conflicts within the software. The unsupported files will simply not be visible within Mylio Photos+. The app will not delete these files but may place them in a separate folder after completing an import session.

*TIP: Find all unsupported or corrupt files in your Mylio Photos Library by switching to the All Photos view and entering unsupported: yes into the Search bar at the top of the application window.

Corrupt Files

A corrupt file is an image, document, or another file type that is supported by Mylio Photos but cannot be read because of an issue with the file itself. File corruption can happen for a variety of reasons, such as power failures, failed moves or saves, failed downloads, viruses or malware, or failing drives.

In cases where Mylio Photos has detected a file is corrupted and can’t view or create a Thumbnail or Optimized Image from the file, it is best to ensure that the file is actually unreadable outside of Mylio Photos.

1. Open Mylio Photos and locate the corrupt file.
2. Select the image and open the Quick Actions menu, or right-click on the image, then select Show in Explorer (Windows) or Show in Finder (macOS).
3. Mylio Photos will show the file in its original location on your computer. Double-click the file to open it.
4. If the file is unable to be opened, the file is corrupt.

In most cases, a corrupt file can be safely deleted from your computer as no application can open it. However, you may wish to save the file for future reference or recovery at a later time. If you wish to save the corrupt file, it is recommended that you move the file out of the folder you found it in and into a folder that Mylio Photos is not referencing.

!NOTE: Mylio Photos is unable to help recover corrupt files.