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Tarevon
Participating Frequently
May 19, 2018
Answered

HEVC Missing in my export list after changing subscription plan

  • May 19, 2018
  • 4 replies
  • 2212 views

Hello,

I recently switched my monthly creative cloud plan to a yearly one. Everything seemed fine, but now I'm noticing there's no HEVC export option available in premiere pro. Of course the plan change could be unrelated, but it does seem like a pretty big coincidence.

I've tried re-installing everything multiple times, using the creative cloud cleaner tool, re-logging & restarting,  and every solution I could find in multiple threads. Nothing works. I've also tried installing it on my laptop. Even that didn't help, so that makes me think it's something wrong with my account.

Importing a h265 file that I did using premiere before it stopped working, gives me a message about how HEVC is missing, and I need to upgrade to a payed plan to use it. I obviously do have a paid plan.

Please tell me there's some way to fix this.

This topic has been closed for replies.
Correct answer excited_Genie16B8

There is a plan where HEVC is broken.  I recall an earlier thread on the subject.  Try a forum search.

4 replies

Elliot Balynn
Elliot Balynn
Participating Frequently
June 18, 2018

In my case I can only cancel my subscription in which case I will have to pay about £260 per user. I don't have any other options.

D
dwaltenbaugh
Participant
May 21, 2018

I've been struggling with this for a few weeks. I spent 2 hours online with an Adobe rep to no avail, and eventually had to just roll back to Premiere and AME 2017 to get HEVC working. Really frustrating.

E
excited_Genie16B8Correct answer
Legend
May 20, 2018

There is a plan where HEVC is broken.  I recall an earlier thread on the subject.  Try a forum search.

T
TarevonAuthor
Participating Frequently
May 26, 2018

This was the case it seems. I changed from the 1TB plan to the one without it. So apparently if you have the 1TB yearly plan, you can't use HEVC. Why on earth would they have not fixed this by now, if it's been known to them for over a month at least. And why would the even offer this plan, if it's missing features it's supposed to have.

Lucky for me, I don't absolutely need the 1TB cloud storage, as I have other options, but this is quite ridiculous.

Anyway, thanks for the help everyone.

Elliot Balynn
Elliot Balynn
Participating Frequently
June 13, 2018

How do you change from 1TB plan to the one without? I am also having the issue with H.265. It initially complains about me not being logged in and then just shows a generic error.

Thank you

R Neil Haugen
R Neil Haugen
Legend
May 19, 2018

What's your CC app showing ... are you signed in?

Neil

Everyone's mileage always varies ...
T
TarevonAuthor
Participating Frequently
May 19, 2018

Thanks for the reply.

Yes, I'm signed in. Both in the CC app, and premiere. I tried signing out, restarting the pc and then signing back in a few times to see if it would help, since that was suggested somewhere else to a similar problem.

Other than this particular feature, I don't see any indication that I'm in trial mode or anything like that, in any of the adobe programs.

R Neil Haugen
R Neil Haugen
Legend
May 19, 2018

Huh. That's way past irritating.

Have you uninstalled the CC app itself, and downloaded & installed a fresh copy?

That's about the last thing I'd know to try.

Neil

Everyone's mileage always varies ...
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