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GetHero_1
GetHero_1
Participating Frequently
October 20, 2017
Answered

BUG "We were unable to open the file on disk" - CC 2017/18

  • October 20, 2017
  • 4 replies
  • 46114 views

Hi I have problem. When i try add some video file (mp4 mov avi and other) I have error: "We were unable to open the file on disk. "
Windows 10, CC '18 and CC 17

I try delete all cache, media data, move files to others disk. etc

Last good version for me is 2017.0.1 v11  next versions have the bug 😕😕

Any ideas? I was looking for some answers in internet but I couldn't finde anything.

This topic has been closed for replies.
Correct answer alcedirc2161582

Install

Windows_MediaFeaturePack_x64_1709.msu

4 replies

A
alcedirc2161582
Participant
November 1, 2017

GetHero_1
GetHero_1Author
Participating Frequently
November 2, 2017

Dude! Thanks alot! It's work!

A
alcedirc2161582Correct answer
Participant
November 1, 2017

Install

Windows_MediaFeaturePack_x64_1709.msu

    carola8203279
    carola8203279
    Participant
    August 31, 2020

    Works on a Mac? Do you have for Mac too?

      GetHero_1
      GetHero_1Author
      Participating Frequently
      October 23, 2017

      Hi

      I did it but unfortunately it didn't help I deleted any Media Cache folders (and Media Cache Files folders) in my computer but I still have problem with import any video or open old project.

      Situation nopt change.

      But if i want replace some footage I have two errors

      First with mp4 files "The importer reported a generic error"
      and with .mov files: "File format not supported"

      Maybe you know how I can back to 2017.0.1 v11 version of Premiere Pro because with this version everything was OK.

      kulpreet singh
      kulpreet singh
      Inspiring
      October 20, 2017

      Hi Tomaszo54467729,

      I am sorry that you are facing trouble importing media files into Premiere Pro.

      Please share more details & we will try to help:

      • What is the source of your media files & where exactly are they located?
      • Please share your system specs & OS version.
      • Have you tried importing media in a new project & from a different source?

      Thanks,

      Kulpreet Singh

      GetHero_1
      GetHero_1Author
      Participating Frequently
      October 20, 2017

      Sorry for that.

      Sources of my media is DSLR I dont know what kind (I received it, not recorded)

      My media is located on HDD and SSD, I tried any source: from deskop, other partition, other catalog on disk.

      My system specs: Intel i7-6700K CPU @ 4.00GHz, 16GB RAM, nVidia GeForce GTX 980,

      OS: Windows 10 Education N 64bit

      Premier: the newest

      I tried importing media from few places on my computer, start new project and import files from two different disks (SSD and HDD), open old project from two disks and I have this error every time.
      I reinstall Premiere(and every other Adobe products on my computer), clear by Adobe Cleaner and install again - not helped.

      kulpreet singh
      kulpreet singh
      Inspiring
      October 20, 2017

      Thanks for sharing the additional details.

      I request you to attach a screenshot of the error message or a screen recording of the issue.

      -Kulpreet Singh

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