Problems adding or analyzing photographs are usually related to file availability, supported formats, decoding capabilities, or the contents of a particular file. The best way to investigate is to determine whether PhotoSanitize cannot find the image, cannot inspect it, or cannot decode its pixels for preview and reconstruction.
A photograph does not appear in the queue
First confirm that the file exists and uses a supported extension. PhotoSanitize recognizes JPEG, PNG, TIFF, WebP, BMP, GIF, HEIC, HEIF, and AVIF image extensions.
When you add a folder, the application searches its directory tree for supported files. Unsupported extensions are ignored, and inaccessible or duplicate paths may be skipped.
If a file is missing from the queue, check the application log for any relevant message. You can also try adding that file individually rather than importing the entire folder.
A recognized extension does not guarantee that the file contains valid image data. Renaming a file from one extension to another does not convert its actual format.
The folder contains too many files
PhotoSanitize limits a single input expansion operation to 10,000 supported image files. If the selected directory tree exceeds that limit, the expanded collection is not added.
Divide the source into smaller groups and import them separately. This limit applies to input expansion and is distinct from the number of images an edition may sanitize in one operation.
Standard allows up to five images per sanitization operation, while Pro and Enterprise do not have that edition-imposed five-image restriction.
Analysis fails for one image
If an image cannot be analyzed, try opening the original in a compatible image viewer. If it also fails there, the source may be corrupted, incomplete, or in a format that the available software does not support.
If it opens normally elsewhere, check the exact error reported by PhotoSanitize. The file may have unusual metadata or container characteristics, or a required resource may be unavailable.
Also verify file permissions. An image stored in a protected directory or network location may appear in the queue even if a later attempt to read it fails.
For important originals, work with a separate copy while investigating rather than modifying the only available source.
Metadata inspection works but the preview is unavailable
Some formats can be inspected at the container or metadata level without a compatible decoder for the actual picture.
This may occur with HEIC, HEIF, AVIF, or specialized image files. PhotoSanitize can sometimes identify their properties but cannot display or reconstruct the pixels until suitable decoding support is available.
Check that the appropriate Windows image codecs are installed. If a codec cannot be made available, consider obtaining a properly converted copy from the source system, retaining the original for reference.
Visual detection and redaction require decoded image pixels. They cannot operate solely on metadata inspection results.
No privacy findings are reported
An image may genuinely contain little or no metadata that PhotoSanitize classifies as a privacy concern. It may also have been cleaned by a camera application, website, or editing program before you received it.
A lack of findings is not necessarily an analysis problem.
However, it also does not mean that the visible picture contains no sensitive information. Inspect the photograph if it shows people, property, documents, or confidential environments.
Image properties look unexpected
If dimensions, format, or other properties appear unusual, compare the file with its source application or a compatible viewer.
An image can contain multiple frames, unusual orientation information, or embedded data that affects how different applications describe it.
A filename extension can also be misleading when the file was renamed without conversion.
For specialized formats, use the detailed inspection information and the reported capability limitations to determine which operations are appropriate.
Repeated failures with one file
If other photographs work normally and one file fails consistently, investigate the file’s condition and technical characteristics.
Record the application version, source format, dimensions, approximate size, and exact error message. If possible, reproduce the problem with a non-sensitive image of the same format.
When the original contains confidential information, do not send it to support without first considering whether sharing is necessary and appropriate.
A failed analysis should be resolved before attempting to rely on sanitization or verification for that image.