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This file requires the HEVC codec which is included with a Creative Cloud membership. To upgrade...

Forum|Forum|4 years ago
June 11, 2021
73 replies
131747 views

For some reason, Adobe Premiere Rush won't import a small H.265 clip. It gives me this error when it opens the folder where the clip resides:

"This file requires the HEVC codec which is included with a Creative Cloud membership. To upgrade to a paid plan, go to..."

I have purchased Rush. I have uninstalled it then reinstalled it. I have signed in and out of Creative Cloud on the Web as well as the desktop app. I still get the error.

Also, the thumbnail of the clip, when trying to start a new project shows "Unable to Load Preview." When I select it and click Create, I get another error message:

"The importer reported a generic error."

Any suggestions on how to fix this?

Correct answer ProDesignTools

Rush is not dead. Yes, Creative Cloud's sync was removed, but that's been the only change.

It's inaccurate to say that Rush doesn't save files locally. It does; in fact, this is the default. So, you can definitely still use Rush to create and save complete video projects locally on your device or computer, and many people do.

The loss of sync only comes into play if you want to move your project between platforms. However, the good news is there are workarounds for moving Rush files from mobile to desktop, to Windows or Mac, if needed. Then, after moving/exporting the files, Rush projects can still be opened and edited further in Premiere Pro:

https://community.adobe.com/t5/premiere-rush-discussions/where-are-rush-projects-stored/m-p/14479275

https://community.adobe.com/t5/premiere-rush-discussions/how-to-move-rush-files-from-mobile-to-desktop/td-p/14508834

Show previous replies

B

BruceK360

Participant

Same issue with videos created on Nikon Z8, but those created with Nikon D850 open without issue.

Following this thread for help / solution.

Kevin-Monahan

Community Manager

Hi @BruceK360,

Thanks for the note. Sounds frustrating. The team says that HEVC 10-bit 4:2:2 footage is not going to work. Try running files through the " MediaInfo " freeware and share a screenshot in the tree view here. That would help a lot. Sorry for the frustration.

Thanks,
Kevin

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

M

MacgeekppcAuthor

Participating Frequently

Still not working. I was told by Adobe chat that buying Adobe Express included the full version of Adobe Rush. Thought that might fix the HEVC issue, so I purchased it. Still the same error. I'm not trying to import drone footage as written in the pinned reply. Just trying to edit footage off my Canon R10 and Canon R5. So I canceled the Express subscription. Seems silly that Rush can't edit video from a Canon camera.

I

intercede007

Participating Frequently

Yeah, it's been documented here that Premiere Rush is available with Adobe Express and a couple other packages and no where does it mention that being a "starter" version without HEVC support. I ended up buying the full Adobe suite for some work projects and only then did I ever get Premiere Rush working.

Even though it's the "Premium" version available with Express, it only gives you the "starter" features.

Kevin-Monahan

Community Manager

Hi @Macgeekppc and @intercede007,

Thanks for writing in.

Yeah, it's been documented here that Premiere Rush is available with Adobe Express and a couple other packages and no where does it mention that being a "starter" version without HEVC support. I ended up buying the full Adobe suite for some work projects and only then did I ever get Premiere Rush working.

Even though it's the "Premium" version available with Express, it only gives you the "starter" features.

By @intercede007

Thanks for reporting on that. Let me ask the team for some clarity on the Express issue. I am sorry about all this.

Best Wishes,

Kevin

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

J

JohanAckerman

Participant

This Rush issue is unacceptable. Is there another application on can use that does not give these issues? I use Rush for basic editing and also seldom. I do not have time to waste with software not working

Kevin-Monahan

Community Manager

Hey @JohanAckerman,

Sorry to hear that. Which subscription plan do you have? The starter version of Rush doesn't support the HEVC codec because of royalty reasons from MPEG LA. If you have a paid subscription to Rush and are having problems, I hope we can assist you.

Edit: @JohanAckerman, are you using HEVC 4:2:2 10-bit footage? It's not supported. That could be the issue. Let us know.

Thanks,
Kevin

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

T

Tom26486281z505

Participant

Hi, I'm encountering this issue for the first time also.

I am working files created with a GoPro Hero 12 Black and when I come to export I get the same error mentioned above. I tried with a small clip as per the original poster, but the same error appears.

I've been through every page of this thread and can see that the source of the issue seems to be something to do with the subscription plan? I am on an Enterprise Plan which includes Adobe Premiere Pro.

Is there a fix for this yet?

Brad Mustow

Participating Frequently

Definately doesnt like Gopro hevc files. I'm using hero 11 and no luck with Rush for over a year with lots of promises.

Kevin-Monahan

Community Manager

Hi @Brad Mustow,

Yes. The issue is often related to the subscription you have with Rush. Educational and enterprise facilities do have such problems. You may want to sort this out with your IT Admin. They can work with our enterprise agents via the enterprise dashboard and get the specifics of your issue and releated fixes. In other words, yours is a special case that is probably not solvable in a user to user forum.

Edit: @Brad Mustow, are you using HEVC 4:2:2 10-bit footage? It's not supported. That could be the issue. Let us know.

In the meantime, you can transcode the footage using Shutter Encoder to H.264 or ProRes. Sorry for the issues.

Thanks,
Kevin

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

Kevin-Monahan

Community Manager

Hi @ProDesignTools, Hi @Macgeekppc, and everyone on this thread,

~~I heard back from a person in management who knew more about this situation. Here's what they wrote:~~

~~It is not correct that any legacy CCP plan subscriber prior to Oct. 2021 was given access to Rush and PsX as part of their plan.~~

~~Only customers who had used their Spark entitlement retained access to Spark and gained access to Rush and PsX.~~

~~Those users were emailed directly at the time of the change.~~

It appears that if you did not use Spark, and did not receive an email directly in Oct. 2021, then you are not entitled to the premium version of Rush with the Photography plan. I apologize, but I tried my best for you. Sorry for the frustration.

I spoke to engineering management, who said that the issue may not be related to the subscription and is more related to the video format. HEVC 4:2:2 footage isn't supported. That might explain why people who have a proper subscription got the warning. I apologize for getting this wrong.

Thanks,
Kevin

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

I

intercede007

Participating Frequently

Can you ask them why, if the full version of Rush is part of Adobe Express, that we don't have access to Rush via Adobe Express?

There still seems to be a disconnect between the ways we are told Premiere Rush is available to us and the way that we actually get it.

Kevin-Monahan

Community Manager

Hi @intercede007,

Thanks for your post. Are you saying that you have an Express subscription and do not have access to Rush? I can chase that down, but that seems like a wholly different topic. Shall we branch your request to a new thread?

Thanks,
Kevin

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

Jhirad

Participant

I have the same problem ☹

how to solve it?

M

merkk

Inspiring

At this point I am assuming adobe isn't going to bother fixing this and we're not going to get it, regardless of what it says we should have, or what we we're supposed to have. It's been years at this point with absolutely zero progress.

K

Kenneth Halley

Participant

I am kind of laughing...I really shouldn't cos Adobe are being a bit rubbish here despite the best efforts of Kevin, but nearly everyday I get an ad on my phone telling me to read a white paper published by Adobe at how they create "Outstanding Customer Experiences (CX)" and how we should use their systems to replicate their performance... but here we see the corporate Adobe in action and it's poor.

I

intercede007

Participating Frequently

I think at this point we can confirm the problem - and a third of it is something we already know.

Back when Premiere Rush got included in the Photography plan, something happened that caused some of us to get locked into a free tier erroneously.

We pay for Premiere Rush in the Photography plan. If you go to the Photography Plan that you pay for on Creative Cloud, you get it. There is no mention of this being the "starter" version. You'll also notice that the Photography Plan comes with Adobe Express under Web. Adobe Express is the only way to buy Premiere Rush on the Premiere Rush website. You're paying for Rush according to the plan details.

The next problem is that Adobe Support doesn't seem to understand that the only way to get Premiere Rush is through Adobe Express. There is no individual plan offering for just this app. I get Adobe Express via Photography Plan and the Premiere Pro plan that I pay for. If I try to subscribe to Adobe Express to get Premiere Rush I get told it's not supported because I already own Adobe Express. I'm being pushed to an All Applications plan in order to get access to an application Creative Cloud says I pay for.

The last problem is that the version of Premiere Rush you are using is hidden from you. I can't find a way to tell via Rush, Creative Cloud, or other resources like the Windows registry that I am using Starter.

In short, I've spent a lot of money on additional subscriptions I don't need in order to get access to a full featured version of Premiere Rush that the Adobe webiste and Creative Cloud say I already have.

I

intercede007

Participating Frequently

Can someone make it make sense? I just did chat support again. I pay for Premiere Pro. It includes Premiere Rush.

Why is chat support telling me that isn't the full feature version?

Date: 2023-06-16 03:53:43 +08
From: ****** (Adobe) To: Everyone
So ***, It is like, you are Having a free Rush Plan, which would not allow you to use premium features in the application.

Also HEVC Codec is the part of the Premium feature.

Date: 2023-06-16 04:11:14 +08
From: ****** (Adobe) To: Everyone
Yes sir when You are using a Included version of Rush, You get the limited Benefits.

When you but the application individually or Within Creative cloud it gives all the premium benefits.

I

intercede007

Participating Frequently

You can't even buy Rush on it's own! And when I tried to add it via the option of Adobe Express, I have it and it won't let me!

Kevin-Monahan

Community Manager

Hi @intercede007,

I wasn't aware that you can no longer purchase Rush Premium on its own. Thanks for letting me know. I will have to check on that to confirm. So, are you saying that with a Premiere Pro individual subscription, you get Adobe Express and, in turn, Rush Premium? And that the version of Rush is not the premium edition? It should be, as I understand it. Sorry that I have to ask for clarification here.

Thanks,
Kevin

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

Bengt Grønås

Participant

https://www.videohelp.com/software/Shutter-Encoder

I

intercede007

Participating Frequently

I'll open another ticket. Maybe this time something new will happen.

Kevin-Monahan

Community Manager

Hey @intercede007,

Sorry about that. It's nothing personal; I was just looking to get more info about your plan and the media you were using and I could not locate that info. All your other posts should be intact. I apologize for the frustration. I will do my best to make sure that you do get the issue resolved ASAP, if I can. I believe that I found a possible source of the problem on the back end and will be working on that tomorrow. Like Brad, it sounds like you may not have been properly grandfathered in to the full version of Rush. I will personally check details on your subscription tomorrow, as well.

Feel free to PM me for any other concerns.

Thanks,
Kevin

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

Kevin-Monahan

Community Manager

Hi @intercede007,

I looked up your profile on the backend, and you should be grandfathered in with the Photography plan. I have requested to grant you (others on the thread, and all those that qualify) access to the premium version of Rush (as I don't have that superpower), but I have not heard back from my colleague yet that can help me. I did put in a request to give me the ability to grant access. Let's hope I can get that capability to help you and others ASAP. Sorry again for the hassle.

Thanks,
Kevin

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

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