This file requires the HEVC codec error

[Yasith27460714p8wi]

Whenever I use footage from a go pro, Iphone, etc. upon export I get an error stating that I need to buy the full version of creative cloud to access the HEVC Codec. I have the full version, this error has been going on for a year now and every fix I try never works. Does anyone have a permanent fix to this?

[Kevin-Monahan]

Hello @Yasith27460714p8wi,

I'm Kevin from support, one of the moderators here. I have heard of this bug. Can you try the potential solution posted by a community member here?

https://community.adobe.com/t5/premiere-pro-discussions/unable-to-install-mc-enc-hevc-dll-for-hevc-d...

I hope this works for you. If you have trouble, let us know, and we can escalate this issue.

Sorry for the issue.

Thanks,
Kevin

[Yasith27460714p8wi]

Hey Kevin,

I appreciate the reply but this did not work for me. I copied it from a different computer that had the working codec.

Thank you,

Yasith

[Kevin-Monahan]

Hi @Yasith27460714p8wi,

I'm not sure why this is occurring, so please contact us so we can check your subscription and its entitlements.

Please contact our agents: https://helpx.adobe.com/contact.html.

The chat pod is in the lower right corner.

Respond, and click through until you get a live agent.

Ask for the video queue (M-F, 7 am -7 pm PST).
Ensure it is the video queue team trying to troubleshoot with you. Just ask them to make sure.
The proper agents will control your computer and, hopefully, get your projects working again.

Let the community know what happens.

Thanks,
Kevin

[Yasith27460714p8wi]

Hey Kevin,

I got in touch with a person named Chandan, they took control of my PC and after a few different attempts at repair. He went into my command prompt and typed

net user administrator active/yes

and this created a new administrator account. We tried the files on the admin account and the error went away! He said it might be a user issue with the account on my computer, that somehow it is bugged and won't work and that I could either use the admin account or create a new account.

For reference, my account is the ONLY account on my computer so I can create a new account and such, so this post my not work for everyone who does not have full access to their accounts, or if you have files on projects that are specific to that account.

[william32924526oxtr]

any word on a fix. I spoke with someone on the support chat who told me I had to reinstall windows. really upsetting to hear and not a real soultion becuase of this issue I have lost jobs and money and the fact their isnt a clear soultion is bad on adobes part and I really hope I do not have to move to another option of video and photo editing but if this continues I will have to. used to be such a good company 

[Yasith27460714p8wi]

Unfortunately, the only permanent fix I found was reinstalling windows. When I made a new account on my computer it broke eventually. Decided to fresh install windows and that worked ever since. It also cost me a lot of time and money. 

[william32924526oxtr]

thats really really annoying of a soultion for what it is but thank you.