Skip to main content
angelam30293075
angelam30293075
Participating Frequently
March 30, 2018
Answered

adobe premeire - the importer reported a generic error

  • March 30, 2018
  • 2 replies
  • 6049 views

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.

    This topic has been closed for replies.
    Correct answer Peru Bob

    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]


    Since your media is Variable Frame Rate, see here:

    Fixing  video with Handbrake - YouTube

    2 replies

    S
    Steve Grisetti
    Legend
    March 30, 2018

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

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

    angelam30293075
    angelam30293075Author
    Participating Frequently
    March 30, 2018

    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.

    angelam30293075
    angelam30293075Author
    Participating Frequently
    March 30, 2018

    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]

    S
    Steve Grisetti
    Legend
    March 30, 2018

    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.

    angelam30293075
    angelam30293075Author
    Participating Frequently
    March 30, 2018

    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?

    Terms & ConditionsAccessibility statement
    Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices