H.265 (HEVC) missing video track, only audio

[AWACSRay]

Hello.

Preface that I am quite unfamiliar with file mishaps and apologize in advance.

When previewing, importing, viewing 4K H.265 .mp4 files in CC apps such as Premiere Pro,

only the audio track is present. It is as if the .mp4 only has an audio track, while the full video file plays fine in other media players.

These H.265 .mp4s were recorded on a ZTE Axon 7 Android smartphone.

Using Handbrake to go from H.265 to H.264 is a current workaround.

I could not use Media Encoder, as it would treat these .mp4s the same way: no video, only audio.

Attempted Solutions:

1. Followed Adobe license resetting guide

2. Reinstalled Premiere Pro and Media Encoder

3. Used Adobe Creative Cloud Cleaner Tool

Was interested in this anomaly. HEVCs work fine now in other scenarios, but in this fresh install of Premiere Pro and Media Encoder on a fresh install of Windows 10, this problem arises immediately. I suppose it may be something wrong on the hardware end of the capture device, but who knows!

Thank you for your time.

[625 and 624 corrected to 265 and 264 for better search by mod]

[Ann Bens · Accepted solution]

Using Handbrake to go from H.625 to H.624 is a current workaround.

Probably your only solution.