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Only audio is uploading without its video

New Here ,
Mar 13, 2021 Mar 13, 2021

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I have Premier Elements 12, recently upgraded to newer phone, (third phone and second camera since Elements purchase). All other device upgrades worked fine. Elements 12 will only upload the audio part of video with only a black screen from this newly recent device's video. 

Tried the free trial 2021 version with this device's video and it uploads video along with its audio just fine, so it's not a device problem.

Need help in figuring out what's up with Elements 12.  It's still a useful program for my needs, don't really want to upgrade to 2021 just yet.  

Anyone? Help.

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Audio , Error or problem , Performance

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Engaged ,
Mar 13, 2021 Mar 13, 2021

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From your description it seems pretty clear that in the 7 years or so since PE12 was developed & released that phones progressed and your new phone (type unspecified but is presumably more recent than 7 years) uses a video encoding that was not existing back in those days.

The fact that you showed that PE2021 can handle your phone video shows that Adobe has added new capabilities since then.

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New Here ,
Mar 14, 2021 Mar 14, 2021

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Thanks.  Went ahead and upgraded to 2021.  Worked fine when I started using it.  Saved and closed and shut computer off to be elsewhere.  Upon return to program to continue editing, now same problem, no video ... sometimes ....  Seems to want to play video but mostly not.  Support is useless, been waiting over 4 hours for help to no avail.  'Bout ready to pack in it and request full refund, don't want to but at this rate.....  Anyone, with ideas for fixes.  

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Community Expert ,
Mar 14, 2021 Mar 14, 2021

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Try using https://handbrake.fr/ open source transcoder/converter to convert to a different codec

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Community Expert ,
Mar 14, 2021 Mar 14, 2021

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Newer phones can use the HEVC/H.265 codec.  In the menus for phones will be choices like "most compatable" or even not selecting HEVC.   That will make most phones record in the more universal H.264 codec.   The difference is not in image quality as much as it is with file size.   The H.264/MP4 combination should work well with older versions of Premiere Elements.

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Community Expert ,
Mar 15, 2021 Mar 15, 2021

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I would be happy to try and help.  But, you need to offer more than "Seems to want to play video but mostly not.".   

 

I've used Premiere Elements since version 9 on ordinary laptop computers.  I know it works and works well.  Something is wrong somewhere in you settings, your footage, your preferences or even your hardware.   It may take some patience.

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