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J
Joe28429130d1w3
Participant
February 16, 2023
Question

HEVC no longer links or imports

  • February 16, 2023
  • 1 reply
  • 433 views

I have a project that is going back a few months and has been fine for months but yesterday I get the error "The File has an unsupported compression type." All the video files are an HEVC file type. I could transcode them but the media encoder doesn't like it anymore either. Also, I would rather it just be able to see the codec again as there are hours of footage. I also tried my backups of the footage and I get the same issue.

 

Cleared my cache a few times, reinstalled premiere, logged out and back in, and spent a considerable time trying to resolve the issue. Again this was all fine just a few days ago and been using this project and video files for many months.

 

Version 23.2.0

Apple M1 Max Ventura 13.2.1

    This topic has been closed for replies.

    1 reply

    Kevin J. Monahan Jr.
    Kevin J. Monahan Jr.
    Legend
    April 26, 2024

    Hello @Joe28429130d1w3,

    Thanks for the message. It’s been a long time since you filed this bug, and I apologize for the lack of a response. Are you still having this issue? If so, the team will need more information from you to reproduce the bug. Can you provide the information required here? How do I write a bug report?

     

    I'll move your post to the Discussions board while we await your information.

     

    Thanks,


    Kevin

    Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
    J
    Joe28429130d1w3Author
    Participant
    August 27, 2024

    Hand to change the videos from .mov to .mp4 and then I was able to relink but technically yes I am still having this issue. A little frustrating that it took you a year to respond.

    Kevin J. Monahan Jr.
    Kevin J. Monahan Jr.
    Legend
    August 27, 2024

    A strange bug is currently being investigated where the HEVC codec becomes disabled. You might be having that issue.

     

    quote

    Hand to change the videos from .mov to .mp4 and then I was able to relink but technically yes I am still having this issue. A little frustrating that it took you a year to respond.


    By @Joe28429130d1w3

     

    Sorry about that. Our product team has bandwidth issues and cannot respond to every post here. I'm new to helping out on the bugs forum and saw your post, so I thought I'd respond.

     

    You can work with our support staff directly. Contact them here: https://helpx.adobe.com/contact.html.

     

    Look for the chat pod in the lower right corner. After an agent responds, ask for the video queue. The queue is open from 5AM to 7PM Monday through Friday in Pacific Standard Time.

    I hope they can help you fix it. Let us know.

     

    Thanks,
    Kevin

    Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
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