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Elements won't show or play back iPhone .mov videos

New Here ,
Sep 19, 2022 Sep 19, 2022

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Hi. I am unable to get snapshots and play back videos from my iPhone in PSE v20.0.0. (PSE 2022). See attached jpeg.

Thx, MagnePSEiPhoneTrouble.jpg

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Error or problem , Import

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Community Expert ,
Sep 19, 2022 Sep 19, 2022

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Did you click on Click Here for more information?

Did you install the codec?

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New Here ,
Sep 19, 2022 Sep 19, 2022

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Hi Ann. Which codec, and from where? The content plays well in both VLC and Windows Mediaplayer.

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Community Expert ,
Sep 19, 2022 Sep 19, 2022

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Playing and editing a video file are two entirely different things.

 

Phones have a choice to record using the "HEVC" codec.  It is also called "H.265".   Adobe does not provide that codec so you have to purchase it from the Microsoft online store.  It costs 99 cents.  Find it, pay for it, download it, install it. 

The other choice is to use the (free) program Handbrake to convert what footage you have from H.265 to H.264 and then set your phone to "most compatible" so it uses H.264.  The quality is as good, but the file sizes will be a little larger.

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New Here ,
Sep 20, 2022 Sep 20, 2022

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Hi Bill. The HEVC-codec is already there, and that helped me to be able to import the videos, but not play them, or see them but in grey. Other Windows program plays the fine, and Windows Explorer sees them with proper thumbnails. And videos taken in slowmotion are playable and thumbnailed.

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Community Expert ,
Sep 20, 2022 Sep 20, 2022

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I'm out of ideas.  Could you share a clip for testing?

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New Here ,
Sep 23, 2022 Sep 23, 2022

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Hi Bill. Please find an example attached.

Magne

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Community Expert ,
Sep 23, 2022 Sep 23, 2022

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I downloaded your file Magne.  My primary video editing computer is in the shop for repairs!  As and alternative I'm using and underpowered (for video!) Microsoft Surface.  I've not added the 99 cent codec to the Surface and yet your video clip works well in both Organizer and the Premiere Elements editor.   I don't know what to suggest other than to try an online chat with tech support. 

 

It may be that, with a lot of files, the previews for Organizer are going to take a long time to generate.

 

https://helpx.adobe.com/contact.html?rghtup=autoOpen 

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New Here ,
Sep 27, 2022 Sep 27, 2022

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OK, thx for your time and efforts, Bill.

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Community Expert ,
Sep 27, 2022 Sep 27, 2022

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LATEST

>or see them but in grey

 

Do not count on Windows to be fully up to date when it comes to device drivers
Go to the vendor site to be sure you have an updated driver for your graphic adapter

 

nVidia Driver Downloads https://www.nvidia.com/Download/index.aspx?lang=en-us
-for all Adobe programs use the STUDIO driver, not the GAMING driver
-To achieve the highest level of reliability, Studio Drivers undergo extensive
-testing against multi-app creator workflows and multiple revisions of the top
-creative applications from Adobe to Autodesk and beyond

 

If you have a laptop you MAY also need to check for a laptop specific nVidia driver
-SOME laptops require an approved driver from the laptop company, not nVidia

 

AMD/ATI Driver https://www.amd.com/en/support

 

Intel https://downloadcenter.intel.com/product/211969/Intel-HD-Graphics-Family

 

There are also intermittent reports that the newest driver is not always the best driver due to driver bugs or compatibility issues, so you MAY need to try an earlier driver version

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