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HelmutWR
HelmutWR
Known Participant
October 28, 2018
Answered

Premiere CC 13.0 update - can't import mov and mpeg files any more

  • October 28, 2018
  • 2 replies
  • 1243 views

When opening an existing project that worked just fine so far after updating to Premiere 13.0 and converting the project,  none of the of mov and mpeg files will import any more and stay offline.

error message: a low-level exception occured in: Importer Qicktime

Nothing has changed on my system except the regular windows updates and - of course the Premiere update.

Intel Core i7 CPU

!2Mb RAM

Nvidia GTX 970 GPU

Windows 10 64 bit pro

This topic has been closed for replies.
Correct answer Trent Happel

Thank you for the info. I will wait for the fix then.


There is a fix for Blackmagic files in Premiere Pro 13.0.1 that was just released. Make sure to delete your Media Cache first, then launch and import files in 13.0.1.

Notable fixes in 13.0.1: https://helpx.adobe.com/premiere-pro/kb/fixed-issues.html

2 replies

T
Trent Happel
Participating Frequently
October 29, 2018

Could you also try deleting your Media Cache? FAQ: How to clean (delete or trash) media cache files? 

If deleting your Media Cache and Preferences does not resolve the issue, could you tell us how these mov and mpeg files were created?

Would it also be possible for you to supply us with sample files for investigation?

Thank you!

HelmutWR
HelmutWRAuthor
Known Participant
October 30, 2018

I've trashed the media cache files and preferences - same result. The files where recorded on a Blackmagic Video Assist at 1080p 60fps coming from a Canon 5DMk4.

It seems, that files from the same device but recorded at 30fps (in another project) coming from a Canon 7D Mk2 have no problems.

Yes, I could supply you with the files but they are pretty large (see screenshot below with the contents window).

T
Trent Happel
Participating Frequently
October 30, 2018

Thank you for the added information. There is an open issue with ProRes and DNxHD .mov files from Blackmagic devices (such as Video Assist and Hyper Deck) that is currently under investigation. These files will work in Premiere Pro 12.1.2, but result in low-level exceptions in 13.0. A fix is being worked on.

Ann Bens
Community Expert
Ann BensCommunity Expert
Community Expert
October 28, 2018

Adobe Premiere Pro CC System Requirements

HelmutWR
HelmutWRAuthor
Known Participant
October 29, 2018

So what? Have the same problem on my second System which exactly meets the requirements for PP19. But found out in the meantime that that importer problem seems to be relatet to framerate. 29,97fps import just fine, 59,94 fps files create the error message.

Worked fine until the update to m13.0

Ann Bens
Community Expert
Ann BensCommunity Expert
Community Expert
October 29, 2018

Try this:

FAQ: How to reset (trash) preferences.

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