error playing xt3 files in the timeline

[stefanocps]

Hello, in my newly installed pc with win 11 and latest premiere(22.1.2) i cannot play the files from xt3 in the timeline

I get error retrievering frames...and i can see the video freezed and distrubed..just can't play

I wrote a post before thinking it was a media encoder problem, because the first thing i did was create proxy

But if i try to work without proxies i get the same error in premiere

So files are 4k, hevc ,10 bit,400mbs

What can i do?? I just cannot use these files with adobe

But i can use it on my laptop, with windows 10 and premiere 22 build 169

thank you

[Sumeet Kumar Choubey]

Hi stefanocps,

We're sorry about the poor experience. Where are these files saved (internal/external/network drive)? If it's on an external/network drive, have you tried moving the files to an internal drive & checked if it's working properly?

Thanks,

Sumeet

[stefanocps]

files are on the C drive, the o.s. one. I have tried to move it to D drive(data drive, internal) no change)

I think there is a problem with that kind of file, hevc?10 bit?...though it worked on the previous pc (win 10) a earlier version of premiere

[stefanocps]

So, i have booted from  my old hd, the one that was in use in th eold hardware. It has win 10 and premiere 2021 Installed

Media encoder and premeire works fine with these files

I have tried to upgrade to 2022, and suddendly adobe don't work anymore with these files

What is the problem then??? Premiere version buggy??is going to be a new release???

[Jeff Bellune]

Are you trying to work in an existing project? If so, try a brand-new Pr2022 project.

Do other types of footage work okay in Pr 2022?

You should probably delete all your cache files: Preferences>Media Cache. Choose the option to delete all of the files.

[stefanocps]

it is not a problem of project

wheter i open premiere or media encoder and import a video file, it is not usable. Medi aencoder hang or crash

Premiere let me put the file in the timeline and then hang or crash

[stefanocps]

i have totally uninstalled and reinstalled all, the easisest thing, load the file in media encoder will fail

other files are ok. There is a problem in "decoding" that kind of file, it just can't deal with it

Also,as i said, i boot my previous O.s. with win 10 and premiere 2021. It worked fine, but when i update premiere it stops working

[stefanocps]

i have tried buying hevc decoder from microsoft..no success, still problem, as i try to transcode it in meia encoder it crashes

[stefanocps]

i have tried rolling back 3 version of gpu driver, i have tried to use only software for rendering..nthing seems to work!

[stefanocps]

at times i can get a preview(spoiled...)..but as soon as i try to encode it (media encoder) i got error

[stefanocps]

NO SOLUTION???

[Kevin-Monahan]

Hi Stefan,

Sorry about this. I don't think this format is supported very well yet. You can check the beta version to see if it might work better. If it does not, check any upcoming versions. That is where the fix will land first.

For now, I would transcode the footage. Since it chokes in Media Encoder, the freeware Shutter Encoder works with almost any file. Choose to transcode it to an editing codec to maintain quality. Some prefer Handbrake, but it only offers .mp4 to export to, which works, but Shutter Encoder offers ProRes, which is an ideal editing codec. Large file sizes, but you can delete them after the editing session as you still have your master. You can also record back to .mp4 if you want to edit with that and you don't have the drive space for ProRes. Not as good to edit with those files unless you have the right computer (Intel iGPU, NIVIDIA on PC or an Intel based Mac), but, even so, ProRes is still superior.

Thanks,
Kevin

[stefanocps]

i know i could transcode using a third part sw..but it is a nightmare, first transcdo, than create proxies...

TRhe problem is with THIS version, previous versions work well, so ...how to get the beta version?

[Kevin-Monahan]

Hi Stefan,

Sorry about that.

i know i could transcode using a third part sw..but it is a nightmare, first transcdo, than create proxies...

Sorry about that. It's what I would do. You can also try moving back to the version where the feature worked better. In the future, you can probably change the camera settings so that the footage could be handled better. I think it is the 10-bit variant that is the one causing problems with performance.

The problem is with THIS version, previous versions work well, so ...how to get the beta version?

If it worked on the previous version, you can always install that. You can install the beta from Creative Cloud. The sidebar should indicate the location of those for installation.

File any bugs here: https://adobe-video.uservoice.com/forums/911233-premiere-pro

Thanks,
Kevin

[stefanocps]

neither the beta versions of premiere and meda encore work

That means i should shange software???

i don't want to shot with my camera t worste setting for premiere..i bought a nice camera to have possibility to use it at its best!

[Kevin-Monahan]

Sorry that I have to ask for your patience, Stefan. I am sure the issue will be resolved in the near term by the engineering team (I am only in support and am not working on the product, sorry). I cannot say exactly when the fix will be released, but I do know that they are hard at work on supporting hardware decoding of this highly compressed 10-bit 4:2:0 HEVC format for smooth playback. For now, you can try some of the options I discussed. Please file a bug so that engineering can see it. I will try and find a bug you can upvote, as well.

Thanks,
Kevin

[stefanocps]

What you mean file a bug?don t understand, please explain different thank 

[Kevin-Monahan]

The product team does not read these forums. These are user to user forums, with a little help from myself and a few co-workers. You need to communicate your issues with the software here where the product team will see your issue: https://adobe-video.uservoice.com/forums/911233-premiere-pro

A forum post also does not generate a support "ticket," it is only for user to user assistance. You have to contact our official help staff via call or chat here to generate a trackable support case: https://helpx.adobe.com/support.html

Ask for the video queue, they are my co-workers that can handle your case. Generating a ticket for a bonafide bug is a great idea and I suggest you do that there.

Hope that helps!

Thanks,
Kevin