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Sertx
Participating Frequently
October 29, 2019
Question

Problem with HEVC videos in Elements 2020

  • October 29, 2019
  • 6 replies
  • 10243 views

I could not import HEVC videos in Elements 2020.
I have Windows 10 1903, I bought the codec, I deleted the cache, I updated my nvidia quadro card to the last driver ... In short, I followed all these steps:
https://helpx.adobe.com/premiere-elements/using/hevc-decoding-on-windows.html
And I can't import the files. I receive the message that the files are not compatible on my system and the previous link is shown. But it is not true, I can open the videos with the operating system using any media player but neither organizer nor premiere elements can play or manage them. Very frustrating because I have updated since 2019 for this feature.

Regards.

      This topic has been closed for replies.

      6 replies

      S
      Community Manager
      Shivangi_GuptaCommunity Manager
      Community Manager
      February 28, 2020

      Hi all,

      We're sorry for the experience you've had. We have been actively working on finding a solution to this issue. We have identified that this is happening because of the permissions provided to the HEVC video extension.

      Check out this article to fix it: https://community.adobe.com/t5/premiere-elements/faq-what-should-i-do-if-premiere-elements-2020-fails-to-import-hevc-media-files-in-windows-10/m-p/10953097/thread-id/28265?page=1

       

      Let us know if you have any questions.

       

      Thanks,

      Shivangi

      B
      bertbertbert3500
      New Participant
      March 6, 2020

      does not work on my PC either

      B
      bertbertbert3500
      New Participant
      March 6, 2020

      could not find the cache files

      T
      todric
      New Participant
      January 7, 2020

      I have exact the same issue. Any other video app I am using could work with HEVC Files (from iPhone 11pro) without any problem, even the native microsoft foto app. Only adobe premiere elements 2020 didn't work

      W
      woostigger
      New Participant
      April 25, 2020

      So far the only thread I have seen that shows this as fixed is to reinstall window.  That is not a good sign for me.  Being the history of others seeing this, now I dont know if it was a new version that broke it, maybe it was just upgrading it at all broke it?  Is there anything in between reinstalling Windows10 and just full clean up of all things adobe I can try?

       

      This is becoming really discouraging

      Michael B. UK
      Michael B. UK
      Inspiring
      April 28, 2020

      Yes, it's basically a permissions issue

       

      Follow these instructions, they worked for me.

      https://community.adobe.com/t5/premiere-elements/faq-what-should-i-do-if-premiere-elements-2020-fails-to-import-hevc-media-files-in-windows-10/m-p/10953097/thread-id/28265?page=1

       

       

      B
      Bill Sprague
      Community Expert
      October 31, 2019

      "My feeling is VLC or MPC-HC media players interfere with the 2 installed codecs"

       

      Thanks Mick.  A few months ago I had to change computers and have not yet installed VLC.   With your suggestion, I won't!

      S
      Steve Grisetti
      Brainiac
      October 31, 2019

      I know of no reason the VLC Media Player would interfere with installed codecs. I am using it and have never had any problems related to its installation.

      Michael B. UK
      Michael B. UK
      Inspiring
      October 31, 2019

      Yes, I agree. I've never had an issue with VLC. I'll keep my machine as it is for a few days, if it behaves and Elements can still process .265 files I'll install VLC again

      B
      Bill Sprague
      Community Expert
      October 30, 2019

      Thanks for the update Mick.  I don't know what to do that might help.  I'm busy discovering what H.265 files comming from a Samsung Galaxy S9 will do in PrE 2020.  So far, except for one hicup, it is working.   

      Michael B. UK
      Michael B. UK
      Inspiring
      October 31, 2019

      I haven’t given up! Last night I wiped my machine (again) and reinstalled windows 10 OS.

      The only apps now installed are the 2 Codecs HEVC + HEIF and the 3 Elements; Photo, Premiere, Organizer. Windows update has been run many times, there is nothing left to update.

       All is good, H.265 HEVC and .HEIC files import to Premiere and Organizer. I’m making Windows restore points as I go. My feeling is VLC or MPC-HC media players interfere with the 2 installed codecs, so I haven’t yet installed them. I’m going to do a full backup of my C: so I don’t have to go through the pain of reinstalling the OS.

      P
      PierreX8000
      Participating Frequently
      October 29, 2019

      Did you have an old "HEVC" installed, while you have installed the new one from the store?

      Please uninstall all your "HEVC Codecs" from "Apps and features" and then only install the 99Cent "HEVC Codec".

      S
      SertxAuthor
      Participating Frequently
      October 29, 2019

      I think I did but I will try one more time.

      P
      PierreX8000
      Participating Frequently
      October 29, 2019

      I had same issues and tried for hours with 2019 and now with 2020. After lots of uninstall and install in the right order it worked for me and my GoPro x265 Video. But only with "Adobe Premiere Elements 2020", i also tried 2019 but it didn't work, even 2020 worked.

       

      I am very interested if you get it to work.

      B
      Bill Sprague
      Community Expert
      October 29, 2019

      It is working on my machine using test clips from both an iPhone and a Samsung Android phone.   There have been a few posts here where it is not working.  It is such a new feature, figuring out what works and what might not, is a challenge.    What is the source of your video and can you use the (free) MediaInfo program to post a "tree view" of the file structure.  

      It might be easier to start an online "chat" with customer support.  There is a link in the help menu to do that.

      S
      SertxAuthor
      Participating Frequently
      October 29, 2019

      Thank you.

       

      The source of my videos is Samsung Note 9. But the key is that the videos play perfectly on Windows. If windows can play them, why not elements? This descarts any problem in the codec, graphics card, etc.

      This is one of the files:

       

      General
      Complete name : \\storecenter\Movies\Creuer 2019-sep\20190901_125822.mp4
      Format : MPEG-4
      Format profile : Base Media / Version 2
      Codec ID : mp42 (isom/mp42)
      File size : 73.1 MiB
      Duration : 1 min 0 s
      Overall bit rate : 10.2 Mb/s
      Encoded date : UTC 2019-09-01 10:59:24
      Tagged date : UTC 2019-09-01 10:59:24
      com.android.version : 9

      Video
      ID : 1
      Format : HEVC
      Format/Info : High Efficiency Video Coding
      Format profile : Main@L5@Main
      Codec ID : hvc1
      Codec ID/Info : High Efficiency Video Coding
      Duration : 59 s 696 ms
      Bit rate : 10.0 Mb/s
      Width : 2 224 pixels
      Height : 1 080 pixels
      Display aspect ratio : 2.059
      Rotation : 90°
      Frame rate mode : Variable
      Frame rate : 30.000 FPS
      Minimum frame rate : 27.322 FPS
      Maximum frame rate : 30.090 FPS
      Color space : YUV
      Chroma subsampling : 4:2:0
      Bit depth : 8 bits
      Bits/(Pixel*Frame) : 0.139
      Stream size : 71.3 MiB (97%)
      Title : VideoHandle
      Language : English
      Encoded date : UTC 2019-09-01 10:59:24
      Tagged date : UTC 2019-09-01 10:59:24
      Color range : Limited
      Color primaries : BT.709
      Transfer characteristics : BT.601
      Matrix coefficients : BT.709
      Codec configuration box : hvcC

      Audio
      ID : 2
      Format : AAC LC
      Format/Info : Advanced Audio Codec Low Complexity
      Codec ID : mp4a-40-2
      Duration : 1 min 0 s
      Bit rate mode : Constant
      Bit rate : 256 kb/s
      Channel(s) : 2 channels
      Channel layout : L R
      Sampling rate : 48.0 kHz
      Frame rate : 46.875 FPS (1024 SPF)
      Compression mode : Lossy
      Stream size : 1.83 MiB (3%)
      Title : SoundHandle
      Language : English
      Encoded date : UTC 2019-09-01 10:59:24
      Tagged date : UTC 2019-09-01 10:59:24

       

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