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M
mdbtaa
Participating Frequently
June 9, 2018
Answered

Exported mp4 files from Premiere Pro CC 12.0 will not play

  • June 9, 2018
  • 6 replies
  • 30688 views

Ever since Windows 10 was upgraded and Premiere Pro was upgraded any clips I export to mp4 format will NOT play in any player. I have not changed any of the export options yet none of the exported files will play. If I try using VLC video player I get audio only, no video. Any other player displays an error message. I always export my finished projects to mp4 so this really has me stumped and frustrated. I had an associate import the same mp4 video, edit it and export it and he had no problem. But I don't know what versions of Windows 10 or Premier Pro CC he is using. This seems like a bug to me but if my associate can import, edit and export the same file how can it be explained?

Any ideas or suggestions?

This topic has been closed for replies.
Correct answer Kevin-Monahan

Hi, Jacob,

I apologize for the problem. Is this a 4K HEVC or H.264 file? You can test playback by uploading the movie to YouTube or Google Drive. How is the video playing there? If okay, your computer might not be powerful enough to playback the file. Is that a possibility? 

 

Let me know.

 

Thanks,
Kevin

6 replies

J
jacob stærkj47976392
Participant
March 31, 2022

Hi Mdntaa,

Thanks for sharing. I see that the last update was back in 2020. May I ask if this issues ever resolved with you?

I'm experiencing the same problem.

Best regards,

Jacob

Kevin-Monahan
Community Manager
Kevin-MonahanCommunity ManagerCorrect answer
Community Manager
April 1, 2022

Hi, Jacob,

I apologize for the problem. Is this a 4K HEVC or H.264 file? You can test playback by uploading the movie to YouTube or Google Drive. How is the video playing there? If okay, your computer might not be powerful enough to playback the file. Is that a possibility? 

 

Let me know.

 

Thanks,
Kevin

Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
C
chandrae2496446
Participant
December 22, 2022

Hi Jacob! Every time I export a video in Premiere it exports but all the videos don't play for some reason. I can the videos through my Go Pro player, but I'm unable to upload them to social media. Any help would be greatly appreciated. Thanks in advance. 

 

Happy Holidays! 

D
defaulti9m712o0age3
Participant
November 27, 2020

Hi Kev

The Community Guidelines say "Be kind and respectful...". You don't seem to be doing this, which is strange as a moderator.

 

I have the same issues, no "WACKY" export settings and it would be good to have an open forum to see others opinions. 

 

As someone pointed out below, we don't all have the time to spend hours on to support.

    creativeadvantech
    creativeadvantech
    Inspiring
    June 26, 2019

    Having the same issue, all of the sudden, exported H.264 files cannot be open/played by any player.  Thinking this has to do with some updates from Adobe.  Adobe, please help fix this issue!!!

    Kevin-Monahan
    Community Manager
    Kevin-MonahanCommunity Manager
    Community Manager
    June 26, 2019

    Adobe, please help fix this issue!!!

    Hope to help. Contact us to open a case: Adobe Help Center

    Kev

    Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
    A
    Adorable_strength5DAA
    Participant
    August 1, 2018

    Hi  mdbtaa,

    What you are experiencing is almost exactly what I am. I always export to H.264, but all of a sudden (maybe after most recent update of premier?) it is not working when I try to download mp4 to my iphone. Android is the same. It throws up an error message, can't download this file type. I have tried changing settings etc and the only thing that makes a difference is when I change the Aspect (under video tab) but then you have black sidebars and can't upload to facebook, instagram etc without getting rid of that. (at least that is my very low knowledge of these social media platforms - but it has worked before at usual export settings???) I've tried an mpeg - no good. Exported to quicktime - .mov... the file size is huge....

    Adobe - can you please help out here. I can share my working files with you - needs to be fixed or looked into more.

    Thanks

      M
      mdbtaaAuthor
      Participating Frequently
      August 1, 2018

      For the time being until I have time to contact Adobe Tech Support and spend an hour on the phone I found a workaround to this problem.

      I export to: Windows Media with the preset to: HD 1080p 29.97. I don't change anything else. This takes more time but maintains the quality of the image. Then I use Media Encoder CC to render the .wmv file to to H.264 (.mp4).

      As I said, this takes quite a bit more time but . . it works. Something changed during one of the recent updates to Premiere Pro CC. At around the same time there was also a major update to Windows 10. I would think that Adobe would have found the problem by now but I just haven't had time to call them and spend time on the phone with my computer available.

      Hope this helps for now . .

      Michael D. Bailey

      S
      SAFEHARBOR11
      Participating Frequently
      August 1, 2018

      Can we please see a screen shot of Export Settings panel? Helped someone else last week that was also creating a video from a screen recording, and turns out the recording and Sequence were at 9fps and so the export output also defaulted to 9fps and I think that is an issue for playback, a goofy frame rate. What are your export settings there?

      Thanks

      Jeff

      Kevin-Monahan
      Community Manager
      Kevin-MonahanCommunity Manager
      Community Manager
      June 29, 2018

      mdbtaa,

      Still having this issue? Kindly contact us here: Contact Customer Care

      Thanks,
      Kevin

      Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
        E
        excited_Genie16B8
        Legend
        June 10, 2018

        Help>About will give you the PP version.

        Typing winver in the Run dialog will give you the Windows version.

        Export something using H.264 as the Format and Match Source - Adaptive High Bitrate as the Preset.  Report back.

        M
        mdbtaaAuthor
        Participating Frequently
        June 16, 2018

        I'm using: Adobe Premiere Pro CC, Version 12.1.1 (Build 10)

        Windows 10 Pro, Version 1803. OS Build 17134.112

        I tried exporting a different project with the above settings and it works just fine. I tried exporting my project again with the same settings and the file will still not play nor does the Details tab of File Properties display any video stats.

        The project I'm trying to export plays just fine in the monitor. My boss has the same versions of Premiere Pro CC and Windows 10 Pro. He imported and edited the same mp4 video (a webinar recording) and it exported just fine.

        I'm really stumped on this one.

        E
        excited_Genie16B8
        Legend
        June 16, 2018

        Try Step 2D below.  If no luck, try 2E.

        Unofficial Premiere Pro Troubleshooting Guide

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