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Shivangi_GuptaCommunity Manager
Community Manager
February 28, 2020
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FAQ: What should I do if Premiere Elements 2020 fails to import HEVC media files in Windows 10?

  • February 28, 2020
  • 21 respuestas
  • 23574 visualizaciones

We have been receiving reports that Premiere Elements 2020 gives an error while trying to import HEVC files on Windows 10 computers.

 

 

Follow these solutions to fix the problem:

Solution 1:

Install the HEVC video extension on your computer. Follow this article to download the extension, know the system requirements and other important information to enable HEVC decoding on Windows: https://helpx.adobe.com/premiere-elements/using/hevc-decoding-on-windows.html#HEVCvideoextension

 

If the issue persists, go to Solution 2.

 

Solution 2:

Fix the permissions for the plug-in folder by following the video given below:

 

 

 

 

 

 

 

 

 

 

 

 

 

 

If these solutions don't work, please contact Adobe support here: https://helpx.adobe.com/contact.html

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    21 respuestas

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    D
    DrTissot
    Participant
    December 21, 2020

    The root cause of my HEVC import trouble is my iPhone 12, iPhone XR 4K 30 videos and iPhone 11 4K 30 videos, both H.265 can be imported. But since I use iPhone 12, I can't import H.265 4K 30 video. Someone have a Idea ? Thanks.

    P
    PixelBasti
    Participant
    December 21, 2020

    I'm using a Galaxy S10 and got the same problems. 

      D
      DrTissot
      Participant
      December 17, 2020

      Hello,

       

      Adobe Still have this huge problem with the new adobe Premiere Elements 2021.

      They should remove HEVC official Support, because they can't do it well.

      Adobe lies about capabilities of product, I'm disapointed 😞

        Lalteryon
        Lalteryon
        Participating Frequently
        December 21, 2020

        Try DaVinci Resolve.  They even have a free version.  It's a little different from Premiere, but gets the job done.  There are other NL video editors that don't charge you for suffering their bugs.

        D
        d.nguyen1229
        Participant
        December 14, 2020

        I'm also having the same issues. I've done all the troubleshooting, bought the HEVC thing from Microsoft, followed youtube vid, uninstall / reinstall, deleted the other HEVC extension I found installed, no luck. Super frustrating, really disappointed. Glad ppl are getting their issues solved, but I've been hitting dead ends for the past days.

         

         

          Lalteryon
          Lalteryon
          Participating Frequently
          October 21, 2020

          I'm done!  After spending almost 2 weeks interacting with Adobe support trying to find a way (including all the suggestions in the video above) that the software will import HEVC files (.mp4) created on a Samsung Galaxy Note 9 and failing in every way, I have uninstalled Premiere Elements 2021. 

          Just for the record, the files play beautifully in VNC and in Microsoft Films & TV app with no problems at all.  Oh, and it plays in Adobe Lightroom too!   I'm using a newly-built Windows 10 PC with an AMD Ryzen 9. 

          Shame that Adobe can't get its act together, but be aware folks, if you've got this problem, there don't seem to be any simple fixes.

            S
            Sertx
            Participating Frequently
            October 12, 2020

            It doesn't work for me either.
            I have tried all these steps and others and nothing works for me. I can play the HEVC videos from any player installed on Windows 10 (which proves that the codec works and that the computer is compatible), but I cannot import those same videos into PhotoShop Elements Organizer 2020 nor use them in PhotoShop Elements Premiere 2020.
            The computer meets all the requirements and, as I said before, the videos work outside Elements 2020, but not inside it.
            Incomprehensible and disappointing.

            Thanks

              Lalteryon
              Lalteryon
              Participating Frequently
              October 12, 2020

              Hi Sertx,

              Are you using PE 2020 or PE 2021?  I don't think it makes a difference, but I'm just curious.  I've been talking to the Adobe team by email and they've only suggested the exact same things as above.  I'm not comfortable with their suggestion of 'remote access' for them to look around on my PC - I'd be worried with any company TBH, but Adobe hasn't had the best record of security, to put it mildly. 

               

              Likewise, I can play my HEVC test file on VLC and in the MS Video player, so it's not the codec.  Adobe seem to have my test file working their machine on Intel and Windows 10 Pro.  Mine is on AMD Ryzen 9 3900X and Win 10 Home.  It seems unlikely that's the problem, but it should be checked to rule it out.  What are you running?

                S
                Sertx
                Participating Frequently
                October 12, 2020

                Hi Lalteryon:

                 

                I have PE 2020 and it does not work for me from the beginning. The strangest thing is that I got it to work a few minutes after buying it but after rebooting the pc it stops working and I never got it to work again.

                I have nvidia and intel graphics cards, an intel i7 processor and 32 gigs of RAM. I can also play the HEVC videos on VNC and on windows media player without any problem.

                It is obvious that the problem is Elements.

                 

                Regards.

                 

                  Lalteryon
                  Lalteryon
                  Participating Frequently
                  October 9, 2020

                  Neither of these proposed solutions work for me for Premiere Elements 2012 on Win 10.0.19041. I spent an hour on support chat trying out all these things, stopping all the ADobe processes, checking permissions on the WindowsApps HEVC folder and the DLLs in there. The CS guy was polite trying to be helpful, but we got nowhere.  I even tried uninstalling and reinstalling PE2021, but I still can't import  HEVC video from my Samsung Note 9.  The OS can play them, as can VLC, but PE can't even import them and there is NO idea at Adobe why this is happening.  Lucky it's still only in trial and I didn't actually pay for it - but it means that it's a show-stopper and I won't be wasting any further time evaluating it until this is fixed.  Disappointing and rather pathetic that Adobe is so awful at addressing the issue.

                   

                  Oh yeah, completely ridiculous that Adobe ask to install a remote control support tool that takes control of your PC.  Really?!  I understand they might think it's more convenient, but it's just a security horror show.  With all the sloppy security Adobe is known for, you expect people to install software that gives remote access to their PC?  Yikes.

                  Lalteryon
                  Lalteryon
                  Participating Frequently
                  October 9, 2020

                  *whoops, Premiere Elements 2021, not 2012

                  H
                  HolgerReichel
                  Participant
                  June 18, 2020

                  Hi Adobe,

                  I followed all the instructions and was able to import a HEVC file and render it. (Including the comments from GePerez1)

                  But the result is EXTREMLY INSTABLE! Premiere Elements often hangs when rendering the first frame and after that it crashes.
                  Maybe the interaction between Premiere Elements  and the EXTREMLY COMPLICATED to install HEVC driver from Microsoft is the problem. Please include a HEVC decoder directly in Premiere Elements. Anything else is not acceptable from an end user point of view.

                  I am really frustrated with the purchase of this SW!

                  Best regards
                  Holger

                    A
                    Acalix71
                    Participant
                    June 23, 2020

                    Think I have a similar issue but for Mac.

                    My dji H265 DLOG *.mov files can't be imported.

                    J
                    Jer1981
                    Participant
                    May 13, 2020

                    Thanks a lot! This solved the problem, and saves me a lot of work doing the project over!

                    B
                    Community Expert
                    Bill SpragueCommunity Expert
                    Community Expert
                    April 26, 2020

                    "finally able to edit HEVC videos."

                     

                    That's good!  Thanks for posting that you got it to work.   

                      B
                      Community Expert
                      Bill SpragueCommunity Expert
                      Community Expert
                      April 25, 2020

                      If you can't get if fixed, go to Online Support in the Help menu.  It will take you to a website and in the lower right corner is an icon for starting a chat session.  If necessary, they will run your computer remotely.  

                       

                      (In normal times they are very good.  In pandemic times they may be a little slower to respond but they will.  Have patience.)

                      M
                      MagnusErik
                      Participating Frequently
                      April 25, 2020

                      After hours of troubleshooting I'm finally able to edit HEVC videos.
                      In my case, in addition to the instructions above, after installing the HEVC codec, changing the permissions on the code's installation folder and clearing the cache, I had to delete some "driver" files from the following directory:

                      %SystemDrive%\Documents and Settings\All Users\Application Data\Adobe\Premiere Elements

                      BadDrivers.txt
                      CurrentDisplayDriver.txt
                      LocalBadDriver.txt

                      After doing so, I started Premier Elements 2020 again and I was able to edit my HEVC video.

                        W
                        woostigger
                        Participant
                        April 26, 2020

                        Oh wow, it worked.  I had to go back and redelete the media again, but this step seemed to have done the trick. I'm so happy.  

                         

                        I wonder if Adobe can update the steps they have for advanced troubleshooting.  The stuff they had in there was converting app permissions and all sorts of stuff to Everyone.  Seems a bit uncomfortable modifying security stuff in Windows I dont understand if I dont have to.\

                         

                        Thanks again.  That made my day.

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