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Unable to import media .mov HEVC in Premiere Elements 2020

Community Beginner ,
Oct 09, 2019

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Hi All,

 

I use an iphone X to shoot video in 4K at 60FPS.  I have windows 10 all patched up with the HEVC and HEIF add ons and I'm having a strage issue when I try to import media into premiere elements 2020.  It gives me an 'unable to import media error' that says "Your system needs to be configured to import HEVC or HEIF type of media.  Click on 'learn more' to know how to enable these formats for import.  And of course I do that and it takes me to a 404 error on the adobe site.

 

The weird thing is it does import most of the videos but not all and I can't figure out why.  I'm not importing direct form the phone.  I have the files on a local drive.  The extensions are all .mov and it is able to import other .mov files...  maybe 150 out of 200.  I reset the add ons and tried to update everything but can't figure out what's going on.  Any ideas?

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Unable to import media .mov HEVC in Premiere Elements 2020

Community Beginner ,
Oct 09, 2019

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Hi All,

 

I use an iphone X to shoot video in 4K at 60FPS.  I have windows 10 all patched up with the HEVC and HEIF add ons and I'm having a strage issue when I try to import media into premiere elements 2020.  It gives me an 'unable to import media error' that says "Your system needs to be configured to import HEVC or HEIF type of media.  Click on 'learn more' to know how to enable these formats for import.  And of course I do that and it takes me to a 404 error on the adobe site.

 

The weird thing is it does import most of the videos but not all and I can't figure out why.  I'm not importing direct form the phone.  I have the files on a local drive.  The extensions are all .mov and it is able to import other .mov files...  maybe 150 out of 200.  I reset the add ons and tried to update everything but can't figure out what's going on.  Any ideas?

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Oct 09, 2019 0
Adobe Community Professional ,
Oct 09, 2019

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I don't have a camera that shoot H.265 footage so I borrowed a clip to try the new HEVC capability.  I updated my computer with the $.99 codec from Microsoft.   I get similar results including the 404 error whenI click on "Learn More".   

I've not figured it out yet.  

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Oct 09, 2019 0
Community Beginner ,
Oct 09, 2019

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Well the 404 error is fixed but it basically tells you to down load the extensions and clear the cache. I tried that and it did not help.

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Oct 09, 2019 1
Explorer ,
Oct 26, 2019

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Hello clgreene

 

Did you fix your HEVC problem?

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Oct 26, 2019 0
Adobe Community Professional ,
Oct 26, 2019

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Can one of you drop some iPhone HEVC into a public Dropbox folder so I can give it a test drive? I'm not having problems with H.265 footage I've created with another software package.

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Oct 26, 2019 0
Adobe Community Professional ,
Oct 26, 2019

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Steve,

 

In another topic a user shared some iPhone H.265 footage via dropbox.  I copied it to my machine and it worked fine.  What ever was wrong with my set up a few days ago seems to have fixed itself.  I also discoverd I have a Samsung Android phone that (optionally) will shoot H.265.  I've got some things to try! 

(H.265 doesn't seem to be of much benefit.  Files size might be smaller, but I don't see much else.)  

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Oct 26, 2019 0
Adobe Community Professional ,
Oct 26, 2019

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Thanks, Bill. But I wonder what that means for people who can't get it to work.

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Oct 26, 2019 0
Community Beginner ,
Oct 28, 2019

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I finally did get it to work.  I had previously had the 3rd party free manufacturers HEVC extension installed.  Then I added the .99 cent one before I installed premier 2020 for the first time because I had read that you needed it.

 

Then as suggested on adobe's updated page, if you have two installed that's no good.  You need to only have one installed.  I uninstalled both HEVC codecs rebooted, added the 99 cent one and deleted (or renamed) the media cache folder.  Then it worked.

 

But not without causing other issues.  Some of my previously imported videos that worked fine in the movies I was working on no longer show in previews.  I guess I'll just need to reimport those.  Seems like the problem is solved.  Don't have more than one microsoft HEVC extension installed!  Reimport stuff you imported with the other extension.

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Oct 28, 2019 0
Explorer ,
Oct 29, 2019

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My issue persists even after following the steps you mentioned here:

https://helpx.adobe.com/premiere-elements/using/hevc-decoding-on-windows.html

 

I've uninstalled/reinstalled all codecs making sure there is only 1, and Ps/Pr elements . The same action worked fine for my other windows machine 

I've also checked folder permissions on the codec install folder at 

C:\Program Files\WindowsApps\Microsoft.HEVCVideoExtensions_1.0.22763.0_x64__8wekyb3d8bbwe

 

I'll keep digging

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Oct 29, 2019 0
New Here ,
Dec 24, 2019

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Hello, I have also problems with HEVC video's. 

I already have installed the HEVC codec on my computer, but it still don't work.

 

Have you found a solution for this problem?

 

thx already!

 

 

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Dec 24, 2019 0
Adobe Community Professional ,
Oct 27, 2019

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"I wonder what that means for people who can't get it to work."

I'm wondering if it is the Microsoft procedure of installing the $.99 HEVC codec.  When I find a way to verify it actually installs, it may help.   Although it should be relatively simple, it might not be.  First you have to find the right one, then figure out how to pay a corporate behemith $.99, then get it on your computer, install it and finally get PrE to "see" it.  

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Oct 27, 2019 0
shivangg LATEST
Adobe Employee ,
Feb 28, 2020

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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-fail...

 

Let us know if you have any questions.

 

Thanks,

Shivangi

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Feb 28, 2020 0