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D
dseosg
Participant
November 3, 2017
Question

I have paid plan but Media Encoder still says HEVC only with paid plan.

  • November 3, 2017
  • 2 replies
  • 1733 views

I have paid plan but Media Encoder still says HEVC only with paid plan.

This file requires the HEVC codec, which is available to Creative Cloud members. To upgrade to a paid plan go to:

www.adobe.com/go/video

    This topic has been closed for replies.

    2 replies

    T
    Ted Tryon
    Participant
    April 4, 2022

    This Error is an obvious problem in 2017 and here we are in 2022 and I am having the same issue.  Adobe Support can't seem to figure it out. Seems like they should have been able to resolve it by now.

     

    C
    Cannon25105974vk9m
    Participant
    July 3, 2022

    Same thing is happening to me did you ever find a solution?

    Warren Heaton
    Community Expert
    Warren HeatonCommunity Expert
    Community Expert
    November 4, 2017

    Double-check that your Creative Cloud Desktop is logged into your Adobe ID.

    If logged in or not, I'd also restart.

    If after that you're not getting a message prompting you to install HVEC the 1st time you use it, start a support chat with Adobe Support.  It will take some patience as you work through the issue with them, but they should be ale to verify that everything is installed correctly and active.

    -Warren

    P
    Production5CAD
    Participant
    December 3, 2020

    I am having the same problem with the same notification implying I don't have a "paid plan". This computer is logged into Creative Cloud Desktop with the correct Adobe ID. I tried restarting and signing out/in again and that did not change anything. I was exporting HEVC files with premiere through media encoder (both are cc2020) less than a week ago so I doubt it's a problem with installation.  

     

    Since getting the error message and restarting, media encoder does not display the error message again but also will not export any file with the HEVC codec (rather - it does export the file just with no audio or video. just a super useful solid black silent file). Not wild about spending a few hours on the phone with Adobe Support since I will not be able to bill my clients/get paid for those hours. 

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