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FAQ: What should I do if Premiere Elements 2020 fails to import HEVC media files in Windows 10?

Adobe Employee ,
Feb 28, 2020 Feb 28, 2020

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

 

PRE FAQ1.PNG

 

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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New Here ,
Jul 16, 2021 Jul 16, 2021

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this did not work for me and still could not open windowsapps

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Community Beginner ,
Oct 02, 2021 Oct 02, 2021

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I have been using Premiere elements for several years and different versions. I really like the program, and when it works it is for me the best editing software. But I have had so many times the program just stops importing GoPro HEVC files and every time it takes hours to fix. Now I have had the same problem since summer and cant find a solution because these things Adobe tell you to do does not help. I have no problem at all to work with the exact same files on this computer in Shotcut so for now I have now given up using Premiere. 

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New Here ,
Nov 07, 2021 Nov 07, 2021

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I am having an issue where Premiere will not detect my GPU when I upgraded to Windows 11 and would crash when trying to play HEVC encoded videos. I downgraded by to Windows 10 and I am having the same issues. I updated my NVIDIA drivers but it still will not detect nor play HEVC videos. I have tried the options above and now I am looking for some assistance.

 

Thank you.

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Community Beginner ,
Nov 08, 2021 Nov 08, 2021

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My problem was I messed with the graphics settings in Windows allowing HDR
resolution this will stop you from being able to use files you record while
using this setting giving you the error.

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New Here ,
Mar 29, 2022 Mar 29, 2022

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I have successfully installed HEVC extention to my PC, followed the steps described below (deleted drivers, deleted cache) restarted the program and receive the same error.  Super dissappointed.  I have Adobe Premier Elements 2020

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New Here ,
Apr 03, 2022 Apr 03, 2022

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I was running the 2018 Elements bundle > updated my mobile to the Galaxy S22 > attempted to import the Galaxy S22 1080P video to Premiere Elements 2018 and only the audio copied over. I then upgraded to the 2022 Elements bundle (I was planning the upgrade anyways) > again attempted to import the Galaxy S22 1080p video to Premiere Elements 2022 > now I get the "Your system needs to be configured to import HEVC or HEIF type of media." >> I have followed this thread to the best of my abilities and with the solutions given, I still get the same error. > can someone please help me in laymen terms? This is getting frustrating since I need to edit these videos quickly. Thanks, Joe

System: Windows 10 (21H2) / AMD Ryzen 7 3700x 8-core / 32 GB
My Sony A7III raw video works fine.

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New Here ,
Apr 03, 2022 Apr 03, 2022

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I am running PE2021 after upgrading last year from 2019 version. I also bought a GoPro7 Black and I too hit the HEVC issue. I went ahead and paid the cost through the MS store and bought the CODEC to decode it. I ran through the same crap above and could not get it to work. I have a server in the house and just started off-loading the video files to it and then brought them into the program from there. No issues doing it this way. It is almos like there is a bug trying to import directly into the program from the device that they just can't figure out. Seems like Adobe has had a lot of problems over the past few years with their software. Once I run this one out for a while and it is time to upgrade I am going with a different software. I am so worn out over the bugs that it is no longer worth wasting hours trying to get it to work right. On the flip side, I have an old laptop that I have been working on with Linux Mint. Still getting used to it and I am finding out it is way less buggy than anything I have ever worked with in the past. Once this computer outdates and I get a new one to replace it, I will wipe it and make a full switch to Linux. I want to make sure I can switch all the way and give up MS and Adobe all together without missing a beat.

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Explorer ,
Jul 10, 2022 Jul 10, 2022

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What's with the video for changing permissions on the WindowsApps folder???

I still can't import a small HEVC video into Premiere Elements 2022 - PRE 2022 crashes.

When will this be fixed???

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Community Expert ,
Jul 10, 2022 Jul 10, 2022

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quote

What's with the video for changing permissions on the WindowsApps folder???

I still can't import a small HEVC video into Premiere Elements 2022 - PRE 2022 crashes.

When will this be fixed???


By @billrp

Fixed?  This is a user to user forum, so an answer to that is not likely to come.  As a user I can only suggest that the HEVC (or H.265) codec needed has to come from Microsoft, or Apple if you have a Mac.  Reading suggests that whoever owns the codec requires a license fee.  Adobe can't "fix" that.   

 

That said, as an owner of a current version you can get online "chat session" support and you will be able to edit HEVC video clips if your computer is strong enough.   HEVC is a complex codec that can choke some computers.  

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

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New Here ,
Sep 27, 2022 Sep 27, 2022

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Still an issue in Premiere Elements 2022. Followed every bit of advice in this thread and from googling. it's just a broken product. Time to use something else.

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Community Beginner ,
Apr 19, 2023 Apr 19, 2023

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I had last week a 2 hour reemote desktop connection with support , tried even lates version of premiere elements . It still locks the sw when trying to render the video . He told me some senior will contact me this week for another session and he never did . Premiere Elements cannot import & edit HEVC files !

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New Here ,
Apr 23, 2023 Apr 23, 2023

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I too had this issue on 2019 and 2020. I am now running the 2021 version and refuse to upgrade the product. What worked for me was to pay the $1.00 purchase price for the codec through the Microsoft Store. After this it worked across all my computers (desktop, laptop, and Surface Pro). Seems to me to be a licensing issue and will not work otherwise. For me, it has worked ever since. I have grown disenchanted with this product and all the issues people and I have been having. I will continue to use what I have until it no longer works. In the meantime, I have downloaded da Vinci Resolve and have begun to learn this program instead. I feel there are much better options out there other than Adobe and all the issues we put up with. In addition, Resolve has a reasonable purchase price if you decide to use something other than the free version. I am sorry you are having such issues at the moment. They seem to be unresponsive to getting this issue fixed.

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Community Beginner ,
Jul 19, 2023 Jul 19, 2023

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I know this is not a long term solution but if you are stuck with HEVC clips you can convert them at:

https://convertio.co/hevc-mp4/

 

 

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