No Import of HEVC Files in Premiere Elements 2023
I know that there are already threads for it but I want to highlight this problem again.
Win11 Pro with HEVC extension installed. The media cash files deleted as recommended in the help center.
No success, files cannot be imported and in Organizer and in Premiere Elements a popup still tells that my system must be prepared for HEVC/HEIF-media.
I have then started a chat with Adobe support and I granted access to the Adobe support engineer.
The support engineer changed the permition of the HEVC extension files on my computer to everyone.
No improvements, still the same issue.
The support engineer generated then a new test user on my computer to have a fresh environment.
For this new user the same behaviour. No improvements, still the same issue.
After that the support engineer simply closed the session and left me alone without any further instruction, next steps or even a sorry, good-by. The chat window is still connected to Adobe but no one wants to pick it up. Not a good support style ...
However maybe the community has an idea.
Some additional information:
The videos play with the windows media player and VLC.
Codec information of the video files *.MOV which do not work (all from my Fuji X-T3)
Format/Info : High Efficiency Video Coding
Format-Profil : Main 10@L5.2@High
Codec-ID : hvc1
Codec-ID/Info : High Efficiency Video Coding
Bitrate : 198 Mb/s
Resolution : 3840 Pixel x 2160 Pixel
Bildseitenverhältnis : 16:9
Framerate : constant 25,000 FPS
Color space : YUV
Chroma subsampling : 4:2:0
Bit depth : 10 bits
Bits/(Pixel*Frame) : 0.954
Color range : Full
Color primaries : BT.2020
Transfer characteristics : HLG
Matrix coefficients : BT.2020 non-constant
Codec configuration box : hvcC
Any help would be very much appreciated, thanks!
AdChoices