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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

A

Aaron28345721gol0

Participant

If you upgrade to Premier Rush, you can put it together on PC, sync it to the mobile app, then export it from there

I

intercede007

Participating Frequently

....is this it? Is it fixed? Could this be the end of our 1 year, 7 months, 28 day adventure together?

L

Larry2583672859j7

Participating Frequently

Not for most. I believe I saw a couple of people that this worked for but
generally no. This problem is 3 years old.

I

intercede007

Participating Frequently

2.7 was released today though? And it went from not-working to is-working with the update?

I

intercede007

Participating Frequently

Well the "fix" of upgrading to Windows 11 lasted all of one use. Guess I'll need to reinstall Windows 11 each time I want to use Premiere Rush.

I

intercede007

Participating Frequently

You can see that the problem is not the presence of the HEVC code. Adobe Media Encoder, and Premiere Rush, handle this video just fine.

Why is Premiere Rush like this?

I

intercede007

Participating Frequently

Premiere*, not Premiere Rush.

I

intercede007

Participating Frequently

I upgraded to Windows 11. Premiere Rush works again.

That shouldn't be neccessary.

ProDesignTools

Community Expert

Interesting. I wonder if this is because of the codec.

"Does Windows 11 come with HEVC? In most cases, the HEIF and HEVC codecs will already be installed on Windows 11." [source]

But on Windows 10, as noted earlier on this thread, you need to install the HEVC codec manually from the operating system... See this post above from 2021.

So anybody on Windows 10 who is having this issue, you could try installing the "HEVC Video Extensions" from the Microsoft Store app and see if that helps.

I

intercede007

Participating Frequently

It's not that. You get the codec with the Premiere Rush package. But no, I had the Windows HEVC codec installed aready. And then I reinstalled it. And I rereinstalled it.

Didn't matter a bit to the problem.

L

Larry2583672859j7

Participating Frequently

This problem is 585 days old. It prevents basic functionalty. What is the plan technical support?

ProDesignTools

Community Expert

Hello @Larry2583672859j7,

Please try this solution suggested above, and let us know it it helps:

https://community.adobe.com/t5/premiere-rush-discussions/this-file-requires-the-hevc-codec-which-is-included-with-a-creative-cloud-membership-to-upgrade/m-p/13222984#M14305

Thanks

L

Larry2583672859j7

Participating Frequently

That didn't work for me although I think I saw in the thread it worked for
SOME others

jmiles4th

Participant

Per suggestions I've found here over a year ago, I downgraded my Rush ver, to 1.5.54. By the way I have a Photo subscription(Lightroom & Photoshop AND a Rush subscription).That solved the problem for a day or so, then it came back. A chat with Adobe support today uncovered the following...apparently there's a "basic" version of Rush embedded in either Lightroom or Photoshop that conflicts with the "premium" version of Rush I pay for. Support suggested I log out of Creative Cloud and all other Adobe apps, restart pc. After doing that the "HEVC codec" error disappeared and all worked perfectly with ver. 1.5.54. I have not reinstalled the latest ver. of Rush to determine if it also will function properly. But...problem solved for now.

ProDesignTools

Community Expert

Thanks for letting us know. @Droningon49 above also reported that signing out and signing back in again (from the Help menu of the Rush app) addressed the problem:

For me, the solution was to sign out of my adobe account within the Adobe Premiere Rush program itself rather than the Creative Cloud App.

Note this wouldn't change the version of Rush installed on your computer. But perhaps it still helps somehow.

Please let us know if you have any further issues should you upgrade to the latest version of Rush.

teryakiwok

Participating Frequently

How many years and this MAJOR bug still isn't fixed?! Wow.........

D

defaultqi8nplwh12nr

Participant

Rush v 2.5 - How is it now?

M

MacgeekppcAuthor

Participating Frequently

No change. Same errors with this latest version (2.5)

D

Droningon49

Participant

For me, the solution was to sign out of my adobe account within the Adobe Premiere Rush program itself rather than the Creative Cloud App.

Open Rush.
Click "Help" in upper right corner.
6th option down "Sign out... (username)."
Close Rush.
Open Rush.
Sign in using your Adobe account information.
Problem solved.

I think signing in from the app itself cleared whatever account issue it was having with Creative Cloud.
Hopefully this helps others.

ProDesignTools

Community Expert

Interesting, thank you for sharing. Could it be that simple? Adobe says that signing in/out anywhere will sign in/out everywhere. So that would indicate a glitch if signing out & in had to be done specifically (only) from within Rush itself.

What version of Rush are you running, and on which version of operating system? Also, what paid Creative Cloud plan(s) do you subscribe to? It would be very helpful to know those answers as well. Thanks!

GHArtPhotography

Participant

I also have this issue and having a paid subscription with Rush it asks me to upgrade this is frustrating

A

alexeit20270339

Known Participant

After frustrating for a while over this issue, I reached out to Support and officially got the answer that I had been slowly dawning through this thread and clicking various subscriotion links.

The answer, at least for me, seems to be that I am using the free version of Premier Rush, and it does not support HEVC.

This despite the fact that my CC Photography 1TB plan claims to include Premier Rush. Yes, confirmed Supprot, it does: the free version.

This is highly confusing and frustrating on Adobe's part. And I do realize that some of you have an honest-to-goodness Premier or All Apps subscription and still get the error. I am just speaking to those who, like I, have been led to believe that our subscription include Premier Rush when it really does not. It says that it does, but it does not. So it's not a technical issue, it is a marketing/documentation issue.

Now, a more interesting challenge is: how to add a (paid) Premier Rush subscription to my CC Photography 1TB subscriotion. The support person said that an account management team will reach to me to solve this and asked me for a good phone number and time of day for them to call me. At that point, I was so disappointed I just dropped the chat. Apparently, if I were top opt for this option, it would not be straighforward and would require a call.

I am currently trying to learn DaVinci Resolve. It is more powerful than Premier Rush, and free, but it is more sophisticated, more like Premier Pro. Premier Rush has a lot going for it. I am still deciding.

I

intercede007

Participating Frequently

A bit ridiculous that this is still a problem for sure. I thought I had it fixed by ending my Premiere Rush subscription and letting the Photoshop subscription take over which comes with Rush now. Nope, was only temporary relief.

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