Inspiring

Answered

URGENT: Cannot import MOV files after last update (2017.1.2)

Forum|Forum|8 years ago
August 7, 2017
7 replies
17152 views

Since the last update, I can no longer import MOV files into Premiere, Media Encoder or After Effects. When I try, I receive the message "file format not supported".

- Premiere version: 2017.1.2 v 11.0, Oasis.

- Computer OS: Windows X Pro N.

When I work on a Mac, I have no such problem. Is there any incompatibility issues between the last CC update and Windows?

This topic has been closed for replies.

Correct answer Ashley7

Ashley7 wrote
softananda as well, check the following out...
Premiere not importing mov files.

Which is to say that apparently upgrading to Windows 10 ver 1703 (April 2017) plus its Media Feature Pack was that person's answer to the "cannot import "mov" issue.

S

shawnw84661716

Participant

I have had the same issue directly importing MOV files from a new iPhone SE (I did not have issues with an iPhone 4 files).

Having tried the many suggestions here, I then used the Adobe Media Encoder app in CC. Converted MOV to MP4 and I can now import the MP4 files (just changing the extension did not work for me).

I'm on a desktop with latest Win8.

A

Ashley7

Legend

softananda as well, check the following out...

Premiere not importing mov files.

A

Ashley7Correct answer

Legend

Ashley7 wrote
softananda as well, check the following out...
Premiere not importing mov files.

Which is to say that apparently upgrading to Windows 10 ver 1703 (April 2017) plus its Media Feature Pack was that person's answer to the "cannot import "mov" issue.

M

Media Editor

Inspiring

I have Adobe Premiere Pro Release Version 2017.0.1. The Build is 11.0.1(6). I have not updated Premiere since this release. I do not trust the updates. None of the present updates have anything that I need. I waited a year before updating to Version 2017.0.1.

A

Ashley7

Legend

The reason I'm recommending installing the Media Feature Pack on the Windows Pro N is twofold... first, there is a history of issues solved by doing so on an N system, including failure to import MOV files until installing the MFP...

Premiere Pro CC 2015 Needs Windows Media Player?

Error installing Premiere Pro CC

WMVCORE.DLL is missing

The other reason is it appears an N version with MFP sort of becomes like a non-N version which I think is enough to warrant simply doing that to get things up to date to match most systems which are likely non-N. Installing MFP has nothing to do, directly anyway, with requiring Media Player... rather it installs a number of components that apparently have been and may still be required by Premiere (See links above).

softanandaAuthor

Inspiring

Additional info: the problem appears only with CC 2017.1.1 or 2017.1.2. In the same computer, I also have Premiere cs6 to be able to use Encore, and there I can import all kind of files.

A

Ashley7

Legend

I think you're trying things and learning new symptoms/information which is good in this endeavor. Two things I'd probably try in situation like this...

First, I'd move the footage to a simple folder such as C:\MyFolder ... no spaces or special characters... characters shouldn't matter but I'd do it to remove any weird possibilities. You seem to be using a non-English setup which should work 100% but other languages have different characters, and non-English locales sometimes don't get the same testing... it depends on the software developer, the feature area, and the users using the feature, etc... (I do not refer to Adobe here... just generally my opinion... sometimes non-English builds of software are used less in testing for software developed in locales using a lot of English... so I see you have a different language... I don't see special characters, but I'm wondering if there's something somewhere with these files that is hitting a filename processing bug of some sort.)

Along those lines, can you try renaming the footage you cannot import to something very simple without underscores or double extensions... like A.mov or B.mp4 and then try?

Finally, longer than long shot, make sure any anti-virus isn't getting in the way. This is difficult because you don't want to disable AV, especially while connected to the Internet or ANY wireless connectivity... what i usually do is disable all wireless (802.* Bluetooth etc.) and wired LAN and temporarily disable AV real-time scanning, that sort of thing, and retry whatever I'm testing. My personal opinion is that this is technically an exploitable gap in protection is likely very low probability... but that's the opinion people always have until the corner case becomes the norm... anyway, always make sure you have disconnected (external drive) and/or cloud backups before doing this sort of thing... and follow your AV vendor's advice along with that of your personal cyber-security consultant.

Sorry if the above doesn't lead anywhere but I figure if they're things I'd try, best for me to risk being a bore and suggest away.

A

Ashley7

Legend

I think it's obvious but just in case... the suggestions in my prior post are just a suggestion for a temporary quick test... I'm not saying your project location is bad. It's just that Premiere has had some issues with characters that are okay with the underlying platform but not with Premiere... so it's best to try to keep file names and folder names as simple as possible... but you are usually fine with nested folders and spaces... still, it never hurts to simplify those things as a quick test just to rule things out. I think this is obvious but just in case wanted to mention it.

softanandaAuthor

Inspiring

Thank you all for your replies. None of those solutions worked. Let me provide relevant additional information. These are the troubleshooting steps:

1. First, the media in the project appear offline. When I try to relink them, these are the formats that appear under "All supported files". Apple Prores, Quicktime or any other type of MOV designation is not included:

2. As a result, I have to select the "All files" option. When I do so, the file appears, but I cannot relink it:

3. I have noticed that, under "All supported files", H64/MP4 is not included either. I tried to import one of such files, and THE RESULT WAS THE SAME:

Files listed under "All supported files" are imported correctly, but MOV and MP4 are two of the most common formats, so this is a MAJOR ISSUE. The problem has occurred only after upgrading to the last CC version. A colleague tried reinstalling again the previous version, and everything worked fine. Unfortunately, I have too many premiere projects already started with the last CC update, so I urgently need to find a solution. Any help will be much appreciated.

R Neil Haugen

Legend

RameezKhan or kulpreet singh ... ?

Neil

Everyone's mileage always varies ...

Ann Bens

Community Expert

Clear all media cache as shown below

FAQ: How to clean media cache files |Adobe Community

Rename the files and try again.

See how that works.

R Neil Haugen

Legend

Occasionally a PC needs to have 'basic' Quicktime installed, and you don't need to install the player. You might try that.

Neil

Everyone's mileage always varies ...

softanandaAuthor

Inspiring

Thank you Neil. What do you mean by "basic" QT? Mine is 7.9.9.

The weird thing is that I can play the files with QT or VLC (so apparently my computer has the appropriate codecs), but I cannot import them into Premiere, AME or AE.

R Neil Haugen

Legend

Ahh ... "Basic" means only the codecs installed, not including the player.

But as you've even got the player installed, that suggestion wouldn't apply to you.

I think Ann Bens has answered this not too long ago, but I forgot ... maybe if that's correct, she can help out.

Neil

Everyone's mileage always varies ...

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