Can't import some .mov files

[sdcook5000]

I'm trying to import my photo library to Photoshop Elements 2020. It starts the process and imports a lot of photos, but then freezes on a .mov file. It imports some (most) .mov files, but consistently fails on others. It doesn't give me the option to skip the file and carry on, it just freezes. See attached screen shot. I'm running Windows 10.

Has anyone else seen this?

Also is there any way at all to contact Adobe directly toget support?

Thanks

[justAhomeUser]

I too am experiencing this with Photoshop elements 2020 that I just installed.  Gets half way through my catalog and hits a video file and just hangs.  

Adobe is there a way around this?

Original author did you figure out a workaround?  (Thanks!)

[sdcook5000]

No, I never found a workaround. I removed the offending .mov file before importing, but that's a real pain, very time consuming and not a real solution.

I rather gave up on the whole project. I will have another go when I have a bit more time. But I was rather hoping Photoshop, even the elements version, would be free of this sort issue. It doesn't even fail gracefully, it just hangs. It's very poor. I certainly wouldn't recomment photoshop software on the basis of my experience. 

[Glenn 8675309]

People don't like clicking on attached files please use the little picture icon.  

I tend think wit hthings like this it may be something to do with the name on the file.  Change the name, no special characters like &#$..... 

[yachikag68482697]

Hi,

Apologies for the issue you are facing.

Could you please share a sample of such .MOV files you are facing freeze issue with?

Thanks!

[justAhomeUser]

@sdcook5000 I found a workaround.  When the import hangs save the name of the file that it got stuck and move it off to a different directly.  I had this happen to roughly 13 videos, all .mov files.  Now, interestingly after moving them to their own directory I was able to import them.  So I thing there is a bug when the program is trying to process regular images and various video files.

@yachikag68482697 Hi Adobe team member, since it's family videos of my children I prefer not to share them.  However, here's additional information to what I shared above.  The bug definetely seems to be when importing various media in an import process.  Standalone imports of these video files work fine.  The .MOV files on my end are all videos created on an iPhone 6.  Mediainfo shows AVC video and audio AAC LC. 1920 * 1080. Writing Library Apple Quicktime.  No special or odd characters in the file name

[sdcook5000]

Yes, I found if I moved the files to a separate directory, I could import them individually. But I have a lot of files, so it's a very time consuming process. The problem files were taken on an iPhone. I'll try to find a suitable example and upload it.