Can't import video (mp4 & mov ) on premier pro cc2019 (i'm cryin')

[jordandorey]

Hi everybody!

That drives me crazy ( not britney spears song i promise), but I decide to install for the first time adobe premier pro cc 2019, the trial version, and if that finaly work , gonna add it to my actual adobe pack. SO, i have windows 10, the lastest version, my computer is pretty young and have cool skills (he can support easily all the update from adobe). Whatever. I launch premiere, i want to import my video annnnd, this annoying message appeared " can't be read on the computer disk / or can't read this file). So I watch and read lot of tuto, old same topic message in different forums, tried all these "fix issues" solutions, but no one works ( how to lose your day? Call me please!).
Like Adobe cc cleaner ( with all the steps)

Convert the video with handbrake

Download the last windows media pack number blabla ( won't install cause my computer said " nope i already have the latest version of your stuff dude".

So VOILA ( yeah i'm french that explain all).

If somebody want to be my hero for this ( or wonder woman btw ). Please, make a guy happy.

[Mo Moolla]

Hi Jordan. This seems a little strange as PP can natively support both .mp4 and .mov files. Can you kindly post your system spec and the OS you are running so that I can look at a solution. Also can you send a pic of the media info of the files that you are trying to import. Thanks. Mo

[DeanUtian]

Hi Jordan,

If I'm understanding correctly, you did not have any version of Premiere before - is that right?

Can you import any video files?

[jordandorey]

It's correct! On this computer, I have an oooold one on my previous computer and not even with my actual adobe account but another one.
So no i can't import any video file, .mov or mp4 or avi, none of them!

Hi Inet!
I have windows professional N with  an EVGA GeForce GTX 1060 SC GAMING/ACX 2.0 6GB GDDR5/DX12 / intel I7-7700 !

I'm gonne send you the info of the file but it's an usual typicaly file!

[jordandorey]

[excited_Genie16B8]

What camera was used to create the footage?

[jordandorey]

A reflex Canon 60D

[jordandorey]

even from the video file of my phone it can't read

[excited_Genie16B8]

OK.

Does VLC play the clips?

[jordandorey]

yes, perfectly!

[excited_Genie16B8]

Got it.

What is the exact (word for word) error message that comes up when you import the media?

[jordandorey]

"impossible to open the file on the disk", i change the localisation to try this solution, try different video file at different localisation, like not on the same disk, external and intern, the same message...

[excited_Genie16B8]

Is that message translated from another language?

[jordandorey]

From french

[jordandorey]

[DeanUtian]

I have seen this issue being resolved by installing the latest Windows 10 Media Feature Pack

https://support.microsoft.com/en-au/help/4057437/media-feature-pack-for-windows-10-n-april-2018

[caroline_edits]

Hey Jordan!

Have you been able to import everything? Was your problem fixed? Let us know if not.

Thanks!

Caroline