Cannot open Avi or mov files

Reading other posts it appears that this is an ongoing problem from Painter 2015 onwards. If I try to open one second movie clips in avi format, I get a no decompressor found error. If I try to open mov files, I don’t even get the frame stack creation dialogue. I can open numbered files. This problem is the same in Painter21 and 22. I have tried three different installs on two win 10 workstations with all current decompressors installed via VLC. None work. I have an ongoing discussion with technical support but they haven’t come up with a fix. So far they have suggested reinstalling the software and resetting the workspace but neither of these solutions work. Do others have this problem? Has anybody found a workaround?