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FAQ: What should I do if Premiere Elements 2020 fails to import HEVC media files in Windows 10?

Adobe Employee ,
Feb 28, 2020

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We have been receiving reports that Premiere Elements 2020 gives an error while trying to import HEVC files on Windows 10 computers.

 

PRE FAQ1.PNG

 

Follow these solutions to fix the problem:

Solution 1:

Install the HEVC video extension on your computer. Follow this article to download the extension, know the system requirements and other important information to enable HEVC decoding on Windows: https://helpx.adobe.com/premiere-elements/using/hevc-decoding-on-windows.html#HEVCvideoextension

 

If the issue persists, go to Solution 2.

 

Solution 2:

Fix the permissions for the plug-in folder by following the video given below:

 

 

 

 

 

 

 

 

 

 

 

 

 

 

If these solutions don't work, please contact Adobe support here: https://helpx.adobe.com/contact.html

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FAQ: What should I do if Premiere Elements 2020 fails to import HEVC media files in Windows 10?

Adobe Employee ,
Feb 28, 2020

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We have been receiving reports that Premiere Elements 2020 gives an error while trying to import HEVC files on Windows 10 computers.

 

PRE FAQ1.PNG

 

Follow these solutions to fix the problem:

Solution 1:

Install the HEVC video extension on your computer. Follow this article to download the extension, know the system requirements and other important information to enable HEVC decoding on Windows: https://helpx.adobe.com/premiere-elements/using/hevc-decoding-on-windows.html#HEVCvideoextension

 

If the issue persists, go to Solution 2.

 

Solution 2:

Fix the permissions for the plug-in folder by following the video given below:

 

 

 

 

 

 

 

 

 

 

 

 

 

 

If these solutions don't work, please contact Adobe support here: https://helpx.adobe.com/contact.html

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Feb 28, 2020 1
Community Beginner ,
Apr 25, 2020

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What should I do if after following these instructions to the letter, I'm still unable to import HEVC files? The process worked for me once, and the after restarting my machine, it stopped working. Now, even though I've followed the same process as before, I'm unable to get it working again. 
Do you have any suggestions on how to troubleshoot this on my own?
The "Adobe support link" you provided does not seem to have a support category for a problem like this (only download, support etc).

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Apr 25, 2020 1
New Here ,
Apr 25, 2020

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Same here.  This instruction is not fixing it.  I am thinking this might have been introduced after allowing an update to premier elements.  Is there anyway I can downgrade back and see if that is the fix.  I have reinstalled HEVC over and over, and followed these instructions over and over as well.

 

I thought maybe it was my son pulling up adobe elements on his user name that caused it, but now I am at a loss.  This is completely stopped my ability to use the program.  I could really use some help here.  Ive been lurking over a month in hopes it would get fixed.

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Apr 25, 2020 0
New Here ,
Apr 28, 2020

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same here

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Apr 28, 2020 1
Adobe Community Professional ,
Apr 25, 2020

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If you can't get if fixed, go to Online Support in the Help menu.  It will take you to a website and in the lower right corner is an icon for starting a chat session.  If necessary, they will run your computer remotely.  

 

(In normal times they are very good.  In pandemic times they may be a little slower to respond but they will.  Have patience.)

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Apr 25, 2020 0
Community Beginner ,
Apr 25, 2020

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After hours of troubleshooting I'm finally able to edit HEVC videos.
In my case, in addition to the instructions above, after installing the HEVC codec, changing the permissions on the code's installation folder and clearing the cache, I had to delete some "driver" files from the following directory:

%SystemDrive%\Documents and Settings\All Users\Application Data\Adobe\Premiere Elements

BadDrivers.txt
CurrentDisplayDriver.txt
LocalBadDriver.txt

After doing so, I started Premier Elements 2020 again and I was able to edit my HEVC video.

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Apr 25, 2020 1
New Here ,
Apr 25, 2020

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Oh wow, it worked.  I had to go back and redelete the media again, but this step seemed to have done the trick. I'm so happy.  

 

I wonder if Adobe can update the steps they have for advanced troubleshooting.  The stuff they had in there was converting app permissions and all sorts of stuff to Everyone.  Seems a bit uncomfortable modifying security stuff in Windows I dont understand if I dont have to.\

 

Thanks again.  That made my day.

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Apr 25, 2020 0
New Here ,
Apr 28, 2020

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I TRIED THIS BUT AFTER I HVAE LOADED UP GO PRO CLIPS IT THEN STOPS ME AGAIN AND i HAVE TO GO BACK N AND DELETE THEM AGAIN

 

oops sorry for shouting idnt realise caps lock on

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Apr 28, 2020 1
New Here ,
Jun 17, 2020

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Thanks! It worked for me!

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Jun 17, 2020 1
Community Beginner ,
Aug 25, 2020

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Yep, every time I update my driver (Nvidia) I need to go to "%SystemDrive%\Documents and Settings\All Users\Application Data\Adobe\Premiere Elements" and delete the same set of files:

BadDrivers.txt
CurrentDisplayDriver.txt
LocalBadDriver.txt

 

It would be great to hear from Adobe when they are planning to fix this issue. This software isn't cheap and this issue is extremely frustrating. 

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Aug 25, 2020 0
Adobe Employee ,
Oct 20, 2020

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Hi @GePerez1,

The steps shared above are sufficient to run the HEVC files on Premiere Elements and ideally you don't need to delete the folders present at the location:
%SystemDrive%\Documents and Settings\All Users\Application Data\Adobe\Premiere Elements"

 

Can you please share the below information with us next time you face any issue after driver updates:

  1. Share the issue details i.e. are you unable to import the HEVC files or facing issue during playback?
  2. Share the below files with us:
    • BadDrivers.txt
    • CurrentDisplayDriver.txt
    • LocalBadDriver.txt
  3. Share the GPU card details as well.

 

Thanks,

Anubhav

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Oct 20, 2020 0
Adobe Community Professional ,
Apr 25, 2020

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"finally able to edit HEVC videos."

 

That's good!  Thanks for posting that you got it to work.   

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Apr 25, 2020 1
New Here ,
May 13, 2020

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Thanks a lot! This solved the problem, and saves me a lot of work doing the project over!

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May 13, 2020 0
New Here ,
Jun 17, 2020

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Hi Adobe,

I followed all the instructions and was able to import a HEVC file and render it. (Including the comments from GePerez1)

But the result is EXTREMLY INSTABLE! Premiere Elements often hangs when rendering the first frame and after that it crashes.
Maybe the interaction between Premiere Elements  and the EXTREMLY COMPLICATED to install HEVC driver from Microsoft is the problem. Please include a HEVC decoder directly in Premiere Elements. Anything else is not acceptable from an end user point of view.

I am really frustrated with the purchase of this SW!

Best regards
Holger

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Jun 17, 2020 1
New Here ,
Jun 23, 2020

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Think I have a similar issue but for Mac.

My dji H265 DLOG *.mov files can't be imported.Screen Shot 2020-06-23 at 5.18.57 PM.png

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Jun 23, 2020 0
Community Beginner ,
Aug 25, 2020

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This was happening to me as well. In my case, this was due to the "Auto Creations" eating up all my system's resources (you will be able to confirm if that is the case by opening "Task manager" (or whatever equivalente there is on Mac to see process resource utilization) and seeing some of the Adobe related processes using a significant amount of your system's resources.

If this is also your case, to workaround the problem I disable "Auto creations" by going to the "Edit->Preferences->Media-analysis" section on the "Elements Organizer" and unchecking the "Generate Auto Creations" box.
Restart your machine after this to ensure you recover all the resources that the process was using.

 

 

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Aug 25, 2020 0