Inspiring

Answered

Can't import videos after updating to 17.0.5 (Build 16)

Forum|Forum|5 years ago
March 19, 2020
24 replies
29918 views

I updated yesterday and now I'm finding out I can't import video files!!!... anyone else having this issue? I get 2 messages:

After Effects error: Could not read from source. Please check the settings and try again.

(86::1)

After clicking OK I get another message:

After effects error: file 'name of file' cannot be imported - this '.mp4' file is damaged or unsupprted.

I've uninstalled and installed codecs, I've tied the quicktime fix, I've tried with mp4, m2t, mkv... no problems with Premiere or Media Encoder, just with AE.

Error or problem

This topic has been closed for replies.

Correct answer vuongn14606691

Verify version 17.0.6.35 the problem is resolved.

Thanks to Adobe engineer team

Show previous replies

Rameez_Khan

Legend

Hi all,

Can you please try Zeki Levent's steps and let us know if it helps.

Thanks,
Rameez

Z

Zeki Levent

Participating Frequently

Hi guys, I solved this problem. Enter the C:\Program Files\Adobe\Adobe After Effects 2020\Support Files\(Media Core plug-ins)\Common\ folder for the solution of the problem. Change ExporterAVI.prm to ExporterAVI.old.

After changing the name, run the program again. Ask to import any .mov or .mp4 file. The problem will be solved. This problem is valid in Media Encoder, Premier Pro. For the Media Encoder C:\Program Files\Adobe\Adobe Media Encoder 2020\Plug-Ins\Common\ Change ExporterAVI.prm to ExporterAVI.old. Programs run smoothly. For the Premier Pro. Enter the C:\Program Files\Adobe\Adobe Premiere Pro 2020\Plug-Ins\Common\ Change ExporterAVI.prm to ExporterAVI.old. Enjoy.

G

GaganBhat

Participant

The support file technique didn't work for me, unfortunately.
Currently, the workaround was to convert my .mp4 file to an HEVC H.265 file and after-effects immediately picked that up.

W

Worldkermis

Participant

The support file technique didn't work for me

thnord

Adobe Employee

Hello all,

First of all, thank you for bringing this issue to our attention. H.264 files not importing is absolutely an unexpected result so we are eager to understand the issue better and get a fix in your hands as quickly as possible. So far we have been unable to reproduce this issue on any of our many test systems so finding a fix is proving difficult. At this time we believe the issue is specific to only certain systems but we don't understand what it is about those systems that could be causing the issue. With that in mind I would like to ask for anyone interested in helping us track this issue down to please post here or email me (thnord@adobe.com) their full system information (instructions below). Our hope is this will provide some clues as to what the affected systems have in common.

Thank you in advance,

Tom

Export System Information:

Open Start.
Search for System Information and click the top result to open the app.
Select System Summary.
Click on the File menu.
Click the Export option.
Select the location to save the file.
Type a descriptive name for the report. For instance, "Computer specs Windows 10".
Click the Save button.

Mitch W

Community Manager

Can someone having this trouble try going to Preferences > Import > Video Footage and uncheck "Enable hardware accelerated decoding (requires restart). Then close After Effects, delete your media cache (default location is C:\Users\[username]\AppData\Roaming\Adobe\Common\Media Cache Files), restart After Effects and then try importing your H264 files again. Let us know what happens.

A

antonio777Author

Inspiring

It didn't work, same result.

A

Anonymous

Yes! Same issue here and it's so confusing.

I registered for an online course but can apply nothing from it because of this error!

Rameez_Khan

Legend

Sorry about this, leeni85319622.

Please use After Effects 17.0.4 for now. Use the instructions from my post above or from here: https://community.adobe.com/t5/after-effects/unable-to-import-h-264-h-265-files-after-updating-to-after-effects-17-0-5/m-p/10997790/thread-id/106847?page=1

Thanks,

Rameez

Rameez_Khan

Legend

Hi all,

I am really sorry for this extremely frustrating issue. Thank you for bringing it to our attention. Our teams are aware of this and are working on a fix.

It looks like there is some confusion and I'd like to provide more clarification:

H.264 and H.265 import support haven't been removed. This is a bug and we're working on it.
All variants of H.264 and H.265 are not affected.
For now, I'd recommend that you reinstall After Effects 17.0.4 (steps provided below).
If you don't want to reinstall After Effects 17.0.4, you can transcode the files using Adobe Media Encoder.

In order to help our teams fix this quickly, we need your help. Would you be willing to share your System Information file and some sample media files with us? If so, please follow these steps to obtain the System Information file:

macOS:
Follow the steps given in this article: https://support.apple.com/en-in/HT203001

Windows:
1. Hold the Windows key and press R to open the Run window
2. Type msinfo32 and click OK
3. From the System Information window, go to File > Save
4. Save the file as .NFO

After collecting the System Information file, upload it to Adobe Creative Cloud Files by following the steps given in this article: https://helpx.adobe.com/in/creative-cloud/help/share.html and share the URL in the comments below.

How to reinstall After Effects 17.0.4:

NapK1n

Participating Frequently

Rameez_Khan

Legend

Thanks for responding, NapK1n.

This seems to be a limitation of the Creative Cloud desktop app. If you log on to https://assets.adobe.com/files, you can upload it from there.

Thanks,

Rameez

I

intelligent_vibrancy98A2

Participating Frequently

Now we have to convert all our files from h.264 to ProRes

Y

yamamotion

Participating Frequently

This is a universal hype against the background of the virus, the virus has eaten h264, do not panic ahead of time, in adobe there are still those ..., as everyone says has their own humor.