My Pro CC can't load h.265 mp4 files.

Yes I paid user.

But everytime when I tried load hevc files (record by gopro 7)

Premiere shows this

It can not installed. and when I open that folder, It just damn empty!

So I delete that folder, Delete media cache, Delete premiere, And Reinstall

and retry.

No. it is fail.

then, I delete whole adobe folder in program files, program files(x86) include users folder.

Fail again.

Please solve this situation.

This topic has been closed for replies.

Correct answer Ann Bens

Select Creative cloud first then Premiere: that will bring you to phone or chat.

Community Expert

Might want to contact customer care and ask for video queue.

Participant

When I choose to troubleshoot. they guide to this forum.

problem unsolved.

Correct answer

Community Expert

Select Creative cloud first then Premiere: that will bring you to phone or chat.

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