A low level exception occurred in: ImporterMPEG (Importer:39) and (Importer:81)

[Wiktoria5E66]

I have had a problem for a while with importing video files to Premiere Pro. When importing more files, most of them have no problems except a few. All files are from the same camera, same codec, same framerate. I've been getting this error for a while now, there weren't any issues before (meaning couple updates back). I am using the latest version of Premiere Pro.

Here are the suggested solutions that I have tried so far:

• Deleting all Media Cache files

• Unchecking "Enable accelerated H.264 Decoding" function

• Switching off GPU acceleration (CUDA)

Thanks in advance for any help 🙂

[J Dante N29849487xvse]

A mí sí me funcionó, gracias

[Cookie327026421cfx]

I faced the same problem recently with Premiere Pro 2023. Changing Nvidia drivers from Game Ready to Studio Ready worked for me.

[Dillon30997243fbw9]

Hoping this gets some traction, I'm also having the same issue and I've tried so many things and they just have not worked at all. I don't even fully understand it either, I'll be editing just fine but the second I import specific clips from my computer it gives me this error, my program freezes and it ruins the project entirely. Some clips have the exact same settings and they were perfectly fine, its just sometimes a clip will be put in and my adobe just kinda broke.  I tried to make a new project and again things were working just fine but the moment a specific clip goes in, project is ruined. I'm just at a loss here, and hopefully an answer shows up at some point.

[janm8245782 · Accepted solution]

U have not enough RAM. I went from 32 to 64 Gb and now both Errors are gone. 

[larissah16689914]

Is this a new thing they have made mandtory/implemented in the most recent update? As I have 32GB Ram, a 2080, 8700k CPU and have had no issues with Premier Pro until right now with this error message, plus the error "low level memory" popping up and then black screening my PC for a few seconds before crashing Premier Pro. I was on support for 3 hours who could not really help. I just don't understand why it was all good until just now....

[PARTHMAKANI4]

I don't know how but i was working on my project i just needed to add the songs and suddenly premiere Stop and nothing works it makes my pc freeze after sometime suddenly it starts and make videos of my timeline MEDIA OFFLINE and if i try to relink it it says some generic error happened. And i have to send my client this project what do i do? Please adobe do something 🙏🏻

[Michael Grenadier]

PARTHMAKANI4, probably a good idea to start a new thread.  First, Never easy to troubleshoot premiere problems from a distance so please tell us your system specs: OS version, Premiere version, amount of RAM, Hardware specs including graphics card and if you have any 3rd party plugins installed for Premiere... Also, sequence settings and clip properties can also help. Although you can throw almost any format into premiere, some formats can be problematic, particularly on an underpowered system..  If you need help understanding any of this, post back (in the new thread created by going here

https://community.adobe.com/t5/forums/postpage/board-id/premiere-pro

And I found this with a quick google

Adobe Customer Service Contacts

1. Adobe Email Support. https://www.adobe.com/about-adobe/contact.html.
2. Adobe Live Chat Support. N/A.
3. Adobe Call Center Support. + 800-585-0774.
4. Adobe Knowledge Base. https://www.adobe.com/about-adobe.html.
5. Adobe Forum. https://community.adobe.com/

[teet68487352]

Hi all,

Recently, I've been experiencing A low-level exception occured in: ImporterMPEG (Importer:81) & (Importer:39) bug upon opening my Adobe Premiere Pro project. This bug started occuring a couple weeks ago then it stopped & now its back every single time i open premiere pro. It prevents me from doing any edits then Premiere crashes within seconds. My RAM does go up to max 90% upon opening premiere pro project which I think was normal back then before errors started happening. I am seeking some solutions that can resolve this please.

I've tried a lot of different methods after the problem occured:

• Deleting all Media Cache files

• Unchecking "Enable accelerated H.264 Decoding" function

• Switching off GPU acceleration (CUDA)
• Downgrading Adobe Premiere pro by atleast 3 versions.
• Unistalling adobe premiere pro (Resetting preferences, deleting cahces)
• Deleted video previews
• Updated GPU & BIOS to latest updates
• Updated all crucial windows updates
• Ran the adobe diagnostic (Recommended me to reset preferences which I did)

My PC specs:

Processor	AMD Ryzen 9 5900X 12-Core Processor
Video Card	NVIDIA GeForce RTX 3090
Operating System	Windows 10
RAM	64 GB

[teet68487352]

I also forgot to mention that all of my footages are also shot in 4k (Tho i do believe it shouldn't matter because I've always been shooting in 4k before the errors happened).

[Kevin-Monahan]

Hello @teet68487352,

Thanks for the bug report. I'm Kevin from Adobe Support. I'm one of the moderators here.

I hope an Adobe engineer will respond shortly. In the meantime, please check this discussion's solutions to see if one of those solutions might help: https://community.adobe.com/t5/premiere-pro-discussions/a-low-level-exception-occurred-in-importermp...

The team might need more details about your workflow, system, and media. By the way, which version of Premiere Pro are you using?

Please also give the team details about your media. The free app Media Info can help with that. Give them a screenshot of the file in "tree view" for the best shot at reproducing your issue.

I like to try checking the same media in a new project. Please also check the system by creating a new project with a few ProRes transcodes of your footage and see if that works.

Finally, uploading or attaching a copy of your project file can accelerate the debugging process.

If you need assistance with this case, please let the community know.

Thanks,

Kevin

[teet68487352]

Hi Kevin,

Thankyou for your response.

I have transcoded the whole project file & then proceeded to moving the original media location from a hard drive to an SSD. Deleted the files off the HDD and re-located the files in Premiere Pro to the SSD. Half of the files were offline/corrupted (Not sure why because it wasn't like that beforehand) but then I located them all again & it worked again.  As far as I'm concerned, I haven't received any error messages & things seems to be running smoothly again. 

Thankyou.

[teet68487352]

Actually, errors are still persisting. I will get your requests up later tonight. Thankyou

[teet68487352]

-I am currently using the latest Adobe Premiere Pro version 24.4.1

-Some footages shot on the SonyA7siii 4k, 60fps HLG 3

-Some footages shot on the SonyA7iii 4k, 23.976 fps HLG 3

-I have transcoded the media aswell. 

-Link to my video project https://drive.google.com/file/d/1cHEQ-9lCTyw2MGHAlp8v4h_rKNEmLNXM/view?usp=drive_link

[teet68487352]

Hi all,

The problem has been solved. 

Thankyou Kevin-Monahan for providing the pinned solution below. That actually worked for me 😄

Thread can be closed off!

[racha93halabi]

how did you solve the problem? plz help @teet68487352 

[teet68487352]

I solved it using the solution Kevin posted of another thread. 

https://community.adobe.com/t5/premiere-pro-discussions/a-low-level-exception-occurred-in-importermp...

This worked for me.

[Kevin-Monahan]

Glad to hear it, @teet68487352! I'll move your report into the Discussions forum in case any further troubleshooting needs to be done.

Thanks,
Kevin

[Will N]

The latest version of Premiere (Version 24.5.0 - Build 57)) decided to stop importing certain .mp4 files. I did a little digging and saw a few posts discuss that this problem has occurred before. The following recommendations have not worked:

• Going to the “Media” section of “Preferences” and unchecking the H264/HEVC hardware accelerated decoding option.
• Clearing the cache
• Setting the Renderer to “Mercury Playback Engine Software Only”
• Update GPU driver

The files that Premiere isn't importing now have worked in Premiere before and currently work in both Adobe After Effects and DaVinci Resolve so I think it is definitely an issue with Premiere.

A work around  is using Adobe Media Encoder to change footage format but this is a hindrance since I want to keep my source files only without having to double up on footage.

I’m on Windows 10 with 64GB of Ram with plenty of hard drive space to speak to another recommendation I read. 

Thanks

[RobShultz]

Is your machine compatible with Windows 11? That might help.

[Fergus H]

@Will N Can you please provide some sample files so that we can reproduce this issue? 

Regards,

Fergus

[Will N]

Thanks for the replies. @Fergus H - Here are a few files that worked before but are now giving me the "low-level exception" error:

https://www.dropbox.com/scl/fi/6hs4razp9l190z4mljgk5/_Map-Footage.zip?rlkey=49fkevec5t73ox6t5x413cbw...

Also, the full res version as well as the preview "try" version of this file on shutterstock didn't import for me:

https://www.shutterstock.com/video/clip-1077599957-4k-pov-shot-feet-walking-on-beach

[Kevin-Monahan]

Thanks for filing your bug report, @Will N. The team appreciates the sample files, so thank you!

One thing you might try in troubleshooting the issue is to clear all the cache. Standard clearing of cache from Preferences won't necessarily clear out the most current files. For this, launch with the Shift key pressed down. Then, in the Reset Options dialog box, choose to clear (delete) all the media cache files. Let the community know if that worked for you. You can ignore this step if you have already deleted all caches using this or by deleting them manually.

I hope the team can help you with your bug shortly. Sorry about the problem.

Thanks,
Kevin

[Will N]

Thanks for the recommendation @Kevin-Monahan. I forgot to mention that I also tried resetting the settings. The problem is still persisting unfortunately. I’m not sure how helpful this is but I’m also starting to see a “Script Alert” dialogue box stating “ReferenceError: BridgeTalk is undefined”. I hadn't seen this alert until I started having the import problem. Not sure if the problems are related though.

[Will N]

Update on this issue… 

This problem seems to only occur on my Windows 10 machine with Premiere version 24.0 installed  (I tried various versions of 24.0). I tried importing the same .mp4 files that didn’t work on the Windows 10 PC on an M2 Mac with Premiere version 24 installed and the files linked properly. Also, Premiere version 23.0 works fine.

Ultimately, this is a very annoying problem since my main machine is Windows 10 PC. I can save a working Premiere file on my alternative M2 Mac (version 24 installed) with everything functioning correctly but when opening that same file on my Windows 10 machine (also with version 24 of Premiere installed), some of the .mp4 files are unlinked and will give me the “File Import Failure” error when trying to relink them. 

[IanB_360]

Hi @Will N

I was unable to reproduce the same error you had been having and these files seem to work fine.

 I used the files you had provided as examples and imported them on a PC without any issues. Have you tried to rename the files that used to work for you before you import them? See if you get any different results.  Also are you doing this in a brand new project and still having the same issue?

My PC is on Win 11 and not Win 10. Not saying you have to upgrade to Win 11 just that I have Win 11 and could not reproduce the same error you received.

  In your latest post you mentioned relinking has failed and given you file import failure error. Are you able to import into a completely new and different project and by pass the relinking? If so and you can see the files import successfully in a new project please let me know.