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adobe premeire - the importer reported a generic error

New Here ,
Mar 29, 2018

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Last month I was able to upload videos from my phone mp4 into adobe premiere 15 and create videos.  I tried other uploads from my camera and same results.  I receive the following error - 'the importer reported a generic error'.  I called support on the phone and they said they do not support it and they do not have the knowledge to answer or resolve this issue.   I was then told to contact support via chat.  Ok, did that today and they too cannot help, as the product is not longer supported.  I would need to search the forums.  I have searched for forums for hours and there is no resolution.  Chat support stated I need to open an issue within the forums.  Obviously that is what I am doing now.  But my question is, if it was never resolved in the first place, how can they resolve it now?  And, I keep receiving updates for this product, so how can it still be supported then.  I was thinking about upgrading but if support is like this - basically handing it off to someone else, not sure if I want to endure that.

All I want is a resolution.

Adobe Community Professional
Correct answer by Peru Bob | Adobe Community Professional

Since your media is Variable Frame Rate, see here:

Fixing  video with Handbrake - YouTube

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adobe premeire - the importer reported a generic error

New Here ,
Mar 29, 2018

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Last month I was able to upload videos from my phone mp4 into adobe premiere 15 and create videos.  I tried other uploads from my camera and same results.  I receive the following error - 'the importer reported a generic error'.  I called support on the phone and they said they do not support it and they do not have the knowledge to answer or resolve this issue.   I was then told to contact support via chat.  Ok, did that today and they too cannot help, as the product is not longer supported.  I would need to search the forums.  I have searched for forums for hours and there is no resolution.  Chat support stated I need to open an issue within the forums.  Obviously that is what I am doing now.  But my question is, if it was never resolved in the first place, how can they resolve it now?  And, I keep receiving updates for this product, so how can it still be supported then.  I was thinking about upgrading but if support is like this - basically handing it off to someone else, not sure if I want to endure that.

All I want is a resolution.

Adobe Community Professional
Correct answer by Peru Bob | Adobe Community Professional

Since your media is Variable Frame Rate, see here:

Fixing  video with Handbrake - YouTube

Views

3.3K

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Mar 29, 2018 0
Adobe Community Professional ,
Mar 29, 2018

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Are you asking for help or are you asking why they recommended you go to the forums? Your only question seems to be why you are here.

Is your video 4K or 1920x1080? Do you know if the video uses a variable frame rate? That's an iPhone issue that's causing a lot of problems for video editors lately.

You don't say but I assume you're on a Windows 10 machine. Do you have Quicktime 7 installed? You may need it to edit this MOV video.

I recommend you open your video in the free download MediaInfo. In MediaInfo, set View to Text and then copy and paste the report it generates to this forum. Once we know what's inside your video, we'll be better able to recommend a solution.

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Mar 29, 2018 0
New Here ,
Mar 29, 2018

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In am on a Windows 10 platform.  Last month i was able to record a mp4 video from my Samsung 8 phone and bluetooth the video to my laptop an then import to Adobe Premeire 15.  I have attempted many videos with the same message - the importer reported a generic error.  Yes the video is 1920x1080.  I do not have Quicktime installed.  Why would I need to make the file a MOV when i did not have to before?  What code change was made to the product that now requires and extra step?

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Mar 29, 2018 0
Adobe Community Professional ,
Mar 30, 2018

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Well, it's up to you, I guess. I thought you wanted help.

You can take my advice and answer my questions or not.

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Mar 30, 2018 0
New Here ,
Mar 30, 2018

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As you can see, I did answer your questions.  The 1920x1080 video is 4K.  My next question is why install Quick time?  If this process worked last month, why now do i need to convert, compress or process these videos before uploading into Adobe Premiere 15. I will upload the file shortly.

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Mar 30, 2018 0
New Here ,
Mar 30, 2018

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Here is the info from the video - sorry it is so long. I did not know what was needed. Another thing I noticed when Premiere 15 was loading there was a QuickTime module.

General

Complete name                            : C:\Users\Desktop\Video Files\Phone\20180315_170141.mp4

Format                                   : MPEG-4

Format profile                           : Base Media / Version 2

Codec ID                                 : mp42 (isom/mp42)

File size                                : 31.4 MiB

Duration                                 : 15 s 207 ms

Overall bit rate                         : 17.3 Mb/s

Encoded date                             : UTC 2018-03-16 00:01:58

Tagged date                              : UTC 2018-03-16 00:01:58

com.android.version                      : 7.0

Video

ID                                       : 1

Format                                   : AVC

Format/Info                              : Advanced Video Codec

Format profile                           : High@L4

Format settings                          : CABAC / 1 Ref Frames

Format settings, CABAC                   : Yes

Format settings, RefFrames               : 1 frame

Format settings, GOP                     : M=1, N=30

Codec ID                                 : avc1

Codec ID/Info                            : Advanced Video Coding

Duration                                 : 15 s 207 ms

Source duration                          : 15 s 213 ms

Bit rate                                 : 17.0 Mb/s

Width                                    : 1 920 pixels

Height                                   : 1 080 pixels

Display aspect ratio                     : 16:9

Frame rate mode                          : Variable

Frame rate                               : 29.777 FPS

Minimum frame rate                       : 25.028 FPS

Maximum frame rate                       : 33.272 FPS

Standard                                 : NTSC

Color space                              : YUV

Chroma subsampling                       : 4:2:0

Bit depth                                : 8 bits

Scan type                                : Progressive

Bits/(Pixel*Frame)                       : 0.276

Stream size                              : 30.9 MiB (98%)

Source stream size                       : 30.9 MiB (98%)

Title                                    : VideoHandle

Language                                 : English

Encoded date                             : UTC 2018-03-16 00:01:58

Tagged date                              : UTC 2018-03-16 00:01:58

Color range                              : Full

Color primaries                          : BT.709

Transfer characteristics                 : BT.709

Matrix coefficients                      : BT.709

mdhd_Duration                            : 15207

Audio

ID                                       : 2

Format                                   : AAC

Format/Info                              : Advanced Audio Codec

Format profile                           : LC

Codec ID                                 : mp4a-40-2

Duration                                 : 15 s 168 ms

Bit rate mode                            : Constant

Bit rate                                 : 256 kb/s

Channel(s)                               : 2 channels

Channel positions                        : Front: L R

Sampling rate                            : 48.0 kHz

Frame rate                               : 46.875 FPS (1024 SPF)

Compression mode                         : Lossy

Stream size                              : 474 KiB (1%)

Title                                    : SoundHandle

Language                                 : English

Encoded date                             : UTC 2018-03-16 00:01:58

Tagged date                              : UTC 2018-03-16 00:01:58

[all other mediainfo deleted by mod]

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Mar 30, 2018 0
Adobe Community Professional ,
Mar 30, 2018

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Since your media is Variable Frame Rate, see here:

Fixing  video with Handbrake - YouTube

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Mar 30, 2018 0
New Here ,
Mar 30, 2018

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Thank you Steve !!! Sorry for the attitude....

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Mar 30, 2018 0
Adobe Community Professional ,
Mar 30, 2018

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Steve answered while I was typing.  I won't delete what I typed, but do watch Steve's video.

Video editors like Premiere Elements will borrow codecs from other apps.  Your phone and Quicktime are Apple product.  Installing Quicktime may solve your issue and i may not.  It is worth a try.  In the installation there is an option to install only the support files.

1920x1080 is not "4K", but that is not likely to be the problem.

In all the info you provided, "Frame rate mode" consistently shows up as "variable".  That may be good for phones, but not for video editing.  The fix is to either change your recording method or fix the clips with the (free) program called Handbrake.  It will take your clips in a batch and make copies that have a fixed frame rate.   That step commonly fixes variable frame rate troubles.

Good luck and have fun with your projects!

Bill

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