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Kelsey Todd
Kelsey Todd
Known Participant
July 13, 2021
Answered

Unable to Encode due to HEVC Codec Error

  • July 13, 2021
  • 2 replies
  • 2976 views

I have a paid plan for creative cloud, yet when I try to queue up and export my media from Adobe Media Encoder, I get the following error (see image). 

This is a recent development. I've been able to export videos via this method for months now. I haven't changed any system files. 

 

Thanks for any help you can offer. 

 

-Kelsey

    This topic has been closed for replies.
    Correct answer Chrisgrind

    The HEVC codec is available to Adobe users with a paid subscription. You should have access to it. I've seen a case where a person with a valid subscription received that error and they had to resolve it through Adobe support as their account was still somehow flagged as a trial and thus ineligable for the codec.

     

    You should be able to use Adobe Support even with a company account. You may have to initiate the support case through your IT department (or whoever is paying for your subscription). Just mention you think your account is flagged as a trial and you are unable to download the HEVC codec.


    Hi Jeff,

    Aparrently our agreement with Adobe had changed and they had to migrate my account to the new agreement. So this is now sorted, thanks.

    2 replies

    C
    Chrisgrind
    Participant
    October 24, 2021

    Did you find a solution for this? I have the same issue.

    Jeff Bugbee
    Community Expert
    Jeff BugbeeCommunity Expert
    Community Expert
    October 25, 2021

    Are you on the latest verson of Premiere/AME?

    C
    Chrisgrind
    Participant
    October 25, 2021

    Hi, Jeff,

     

    Thanks for getting back to me.

     

    Yes, latest version (although issue was occuring before I updated as well...was problaby ~3 months since I'd last updated. I last exported with success in April 2021, so it was working then, but I haven't used premiere since, and updated last week prior to starting a new project.

     

    I get it both with export, or trying to create proxies (I first noticed while trying to setup proxies).

     

    CC subscription active and vaild, although I am using a company account where we get discounted (still at a cost) personal computer access. I am wondering if this is the cause. I tried to contact Adobe support, but told as its a company account, I can't use Adobe help. 

     

    Uninstalled and reinstalled both premiere and media encoder twice. First time without reboot in between, second time with reboot to ensure i was logged out/in of CC as per your advice above.

     

    After install, tried logging out/in to CC as per your advice above. Same result.

     

    Purchased Microsoft HEVC , same result (saw it was suggested elsewhere).

     

    Any advice welcome.

    Thanks

     

     

     

    Jeff Bugbee
    Community Expert
    Jeff BugbeeCommunity Expert
    Community Expert
    July 14, 2021

    Can you try completely signing out of Adobe CC, quitting all apps (including the CC desktop app), then relanch the CC desktop app and sign back in?

      Kelsey Todd
      Kelsey ToddAuthor
      Known Participant
      July 14, 2021

      Not yet, but I have uninstalled and reinstalled media encoder. I'll try this next and get back to you. Thanks. 

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