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eynonstein
Inspiring
June 8, 2017
Answered

Unsupported format or damaged file.

  • June 8, 2017
  • 3 replies
  • 8556 views

Hello,

I use a DJI phantom 4 for 4k video recording.

Initially i was running into the issue with about 50 percent of my .MOV files on Premiere Pro CC, "the file has no audio or video streams". I troubleshooted a bit, deleted cache, and then started getting the error "Unsupported format or damaged file"

Now half of the videos recorded on the same memory card, on the same camera, work perfectly. The other half (or less than half) will not work at all.

The videos open fine outside of premiere pro.

I think from what I've read perhaps it's an issue with adobe premier being installed on SSD C drive and everything else is on my D drive.

If so is there any solutions? I've tried moving the damaged files into a new folder, clearing the cache again etc.

Thanks

    This topic has been closed for replies.
    Correct answer eynonstein

    PROBLEM SOLVED

    Did some more research and fixed the issue as follows:

    1. Deselected "Enable accelerated Intel h.264 decoding (requires restart)"  - found in edit/preferences/media

    2. Sign-out of Adobe suite

    3. Deleted cache files both video and audio - C:\Users\xxxxx\AppData\Roaming\Adobe\Common

              - Media Cache, Media Cache Files, Peak Files (delete all 3 folders)

    4. Restart computer

    5. Sign back in and hopefully it works for you like it did for me. Finally i can start working on my projects!

    3 replies

    G
    gloriusk58486654
    Participant
    July 11, 2020

    I cannot find point no.1 i think because i use AMD ryzen than intel, how I suppose to do?

      pratikprabhan86
      pratikprabhan86
      Participant
      February 15, 2018

      Hey ! I'm having the same issue. It's a couple of files from the DJI Phantom 4 Pro.

      Any luck ? Also, what software did you use for conversaion, since Encoder won't work either ?

      Thanks in advance !

      E
      eynonsteinAuthorCorrect answer
      Inspiring
      June 8, 2017

      PROBLEM SOLVED

      Did some more research and fixed the issue as follows:

      1. Deselected "Enable accelerated Intel h.264 decoding (requires restart)"  - found in edit/preferences/media

      2. Sign-out of Adobe suite

      3. Deleted cache files both video and audio - C:\Users\xxxxx\AppData\Roaming\Adobe\Common

                - Media Cache, Media Cache Files, Peak Files (delete all 3 folders)

      4. Restart computer

      5. Sign back in and hopefully it works for you like it did for me. Finally i can start working on my projects!

        E
        eynonsteinAuthor
        Inspiring
        June 8, 2017

        Now fixing one problem only causes another...

        The removal of accelerated intel h.264 gives me super choppy feedback while editing. Seems a never ending battle.

        I guess my only solution now is to convert my file types to another file type....

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