No audio from mpeg-2 clips

[rtga]

I recently upgraded from Elements 11 to 2019 and now my mpeg-2 clips have no sound track.  I converted the mpeg-2 clips to mpeg-4 and the audio was there but the video quality went down.  Why did I have no problems in 11 and now Elements 2019 will not work with mpeg-2 clips?  I have read in other forms that Elements 2019 does not support mpeg-2 files anymore.  if this is so, somebody please tell me how to get a refund because all my video clips are in the mpeg-2 format

[Shivangi_Gupta]

Hi rtga,

That's not an ideal. Mpeg-2 is a supported file format in Premiere Elements 2019. Here is the list: Supported file formats in Adobe Premiere Elements

I would recommend two things here.

1. Adjust the audio hardware setting in the 2019 version or Premiere Elements.

          Preferences > Audio Hardware

   2. Try and transcode the file format as suggested in the link here: Troubleshoot video files in Adobe Premiere Elements​

Let us know if it helps.

Thanks,

Shivangi

[Steve Grisetti]

Most likely your MPEGs are using the AC3 Dolby Digital audio format, which is not supported by the latest versions of Premiere Elements.

This will not be a problem if you are using Windows 8 or Windows 10, which will supply the necessary support. But if you are running Premiere Elements 2019 on Windows 7, neither the operating system nor the program will play AC3 audio.

Is that the case for you, rtga?

[rtga]

Thank you for your response.  I am running Premiere Elements with windows 10.  What particular settings do I need to change in the audio hardware settings?  

[rtga]

Hi Ann,Sorry for delay in responding.  I am running windows 10 and my Mpeg files play audio just fine in other programs except in Premiere Elements 2019.  When I drop the clip into the timeline, the video plays fine but the audio track is blank.  Really disappointed with this version of Elements since everything worked fine with Elements 11 version.   Any help would be most appreciated.

[rtga]

Hi Steve,Sorry for delay in responding.  I am running windows 10 and my Mpeg files play audio just fine in other programs except in Premiere Elements 2019.  When I drop the clip into the timeline, the video plays fine but the audio track is blank.  Really disappointed with this version of Elements since everything worked fine with Elements 11 version.   Any help would be most appreciated.

[Bill Sprague]

Please provide two screen shots.  The first would be the timeline showing the blank audio track and the second of the audio hardware preferences page.  If you are inclined, you could put one of your clips on Dropbox or similar so it can be looked at or tried.

[Ann Bens]

If you are replying to a discussion via email

please read this: Email signatures and personal information | Adobe Community

I edited your posts.

I know you mean well but there is no need to send same answer to all participants.

[nidhibhushan_23]

Hello rtga,

Waiting for response from your side. Please share your email ID [email deleted by mod] so that you can upload your media file on Dropbox. We will debug the problem at our end.

[Bill Sprague]

rtga  wrote

.....somebody please tell me how to get a refund because all my video clips are in the mpeg-2 format

If you bought directly from Adobe:  Return or exchange a non-subscription product

If another retailer, contact them.

[rtga]

Sorry for delay in responding.  I am running windows 10 and my Mpeg files play audio just fine in other programs except in Premiere Elements 2019.  When I drop the clip into the timeline, the video plays fine but the audio track is blank.  Really disappointed with this version of Elements since everything worked fine with Elements 11 version.   Any help would be most appreciated.

[Steve Grisetti]

It depends.

Can you clarify if, as you initial post implied, it's only MPEG2s that aren't playing audio or if the program is not playing any audio from any source, including WAV files -- which is a very different problem.

[Steve Grisetti]

Open your MPEG in the free download MediaInfo. In MediaInfo, set View to Text and then copy the report it generates and paste it to this forum.

Once we know the specs of the file we may better be able to help you.

Also, in the Premiere Elements project where you have placed this file, go to the Edit menu and tell us what is listed on the General page under Project Settings.

[Steve Grisetti]

Your question is not clear, seppot. It is also not related to this topic. Please start your own thread and we'll do our best to help you troubleshoot your issues.

[emilykp15]

I have this same issue and have been trying to contact someone for a refund for over a week now. Because of where I live no one seems to be available to speak to. I just want a refund. Have spent more time trying to get this software to work than its worth.  Can adobe please contact me to sort out a refund!

[Ann Bens]

Contact Customer Care

use the chat option.

[emilykp15]

I cannot use the chat option. That is the issue. I live in New Zealand and no representatives seem to be online! I have tried this. ridiculous there’s no alternative contact and I’m stuck with inoperable software.

[Ann Bens]

I will pass on your request.

[Rajashree Bhattacharya]

Hi Ann,

I will escalate this to the concerned team & update you as soon as they respond. It might take some time, please excuse the delay.

Thanks

Rajashree