I recently updated my S21 Plus. After the update, i was unable to view motion photos. When taking a new motion photo, after the photo is taken, in Gallery when I select view motion photo, i get an error message saying 'Can't ppen file. File type not supported'. This is happening with new photos taken as well as all my previous motion photos. On the other hand, my sister has an S21 as well which she has not updated. I took a photo on her camera with motion photo setting and I could successfully view the motion photo through the Gallery. Any fixes?
Press and hold the Gallery app icon, when the tool bar pops up, then select the 'i' in the top right. Scroll down to 'Storage' tap that, then select 'Clear Cache'.
Have you tried rebooting the phone, since updating? If not, please try this.
After rebooting, if the error persists, then from the Gallery apps main screen, tap the 3 bars in the lower right, then tap settings, then scroll down and select 'contact us' and submit an error report.
If motion photos are enabled and the issue persists, I suggest sending an error report via the Samsung Members app for this to be investigated. Error reports are sent to our team to identify any deviations in your device performance, once analysed, our team will get back to you with a response to advise further.
To send an error report:
Samsung Members > Get help > Error reports > select issue category > describe issue and frequency > Tick ‘send system log data’ > Send in top right.
