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can't add videos because i'm missing HEVC

New Here ,
Jul 16, 2021 Jul 16, 2021

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I can't use this program because everytime i try adding a video file to edit, it says my computer needs to be able to convert HEVC and HEIF. So i went and made sure they were downloaded and they are. Also deleted my data cache like it asked me to and restarted. still nothing. can anyone help because i'm about to ask for a refund. Plus I'm disappointed I haven't been able to get help from adobe. very frustrating 

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Error or problem , FAQ

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Community Expert ,
Jul 16, 2021 Jul 16, 2021

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First, if you are unsatisfied, get a refund.  

 

However, Premiere Elements 2021 will edit HEVC files and does so very well.   You have to have the one and right codec purchased from Microsoft's store for $.99.  I tried the free AND paid versions together and that locked some 'permissions' on my computer.  I got help from Adobe and all is well. 

 

It will help to know what operating system you have, what Premiere Elements version you have, which HEVC codec you have, how did you install the codec and finally how did you try for help from Adobe?

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New Here ,
Jul 17, 2021 Jul 17, 2021

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spent over an hour doing everything a troubleshoot video said to do to fix it and nothing helped. also couldn't even find a phone number to call on their website after looking for a long time. i feel like i shouldn't have a problem at all but here i am spending hours to do something that should be easy and just work in the first place... finally googled their customer service number and got it right away to find out they are closed for the weekend... fun stuff, not frustrating at all when your business is on the line and waiting for it

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