adobe premeire 15 - the importer reported a generic error

Last month I was able to upload videos from my phone mp4 into adobe premiere 15 and create videos.  I tried other uploads from my camera and same results.  I receive the following error - 'the importer reported a generic error'.  I called support on the phone and they said they do not support it and they do not have the knowledge to answer or resolve this issue.   I was then told to contact support via chat.  Ok, did that today and they too cannot help, as the product is not longer supported.  I would need to search the forums.  I have searched for forums for hours and there is no resolution.  Chat support stated I need to open an issue within the forums.  Obviously that is what I am doing now.  But my question is, if it was never resolved in the first place, how can they resolve it now?  And, I keep receiving updates for this product, so how can it still be supported then.  I was thinking about upgrading but if support is like this - basically handing it off to someone else, not sure if I want to endure that.

All I want is a resolution.