I updated premiere pro and premiere pro beta and since then I can't import or read .mp4

[chrisd11592954]

I updated premiere pro and premiere pro beta in April and since then I can't import or read .mp4

1. When trying to import mp4 files, the import process last forever

2. When opening a project i last worked at the end on march, pre-updates, the files are "pending" forever

3. Effectively I cannot work on this project anymore, with hundreds of GB of video files...

Would you please have any solution to make mp4 work again in premiere pro ?

Thank you

[chrisd11592954]

Is there any way to have contact with an adobe premiere specialist ?

After subscribing a 600€ per year creative cloud, it should mandatory to have a form of support...Because of this bs i will end up having to pay my client back if i can't finish the project because of this silly update bug...

[R Neil Haugen]

Have you tried creating new projects? Or have you tried to work only with this project?

[chrisd11592954]

Yes I tried, i import an mp4 file in a new project and the "import files" dialog window stays open forever, the progress bar not moving...

I cleared the caches, reset preferences, uninstalled premiere pro 24 and beta, reinstalled, tried with previous versions of premiere pro 24, results is the same, mp4 are cannot be imported anymore...

[chrisd11592954]

I uninstalled premiere pro 24 and reset everything again, same problem...

I updated premiere pro beta with the latest version available, when i try to open the project it crashes, and when i create a new project and i import an mp4 file it crashes to...

Is there actually anyone working at adobe here ?

[R Neil Haugen]

I've just worked in both the public release and beta versions. No issue with importing mp4 files from different sources.

At this point, we need a lot more data about your setup, as something 'local' is the most likely issue.

What produced those mp4 files? Cameras, screen recordings, mixed, what? Specifics.

What is your OS and your hardware?

Can you share the project file?

[Kevin-Monahan]

Hi @chrisd11592954,

The team needs more info to reproduce your bug: How do I write a bug report?

Is there actually anyone working at adobe here ?

The product team reads these bug reports but doesn't always respond. For support, you need to reach out to the support org; they won't find you here. You can reach out to Adobe Support here: https://helpx.adobe.com/contact.html. The chat pod is in the lower right. Ask to be connected to the video queue. I hope the info helps.

Thanks,
Kevin

[chrisd11592954]

Hi, here's my setup :

- apple m2 max, 96gb, OS 14.4.1

- Video files are from Sony A7s iii, some are those files after stabilized in Catalyst but in the exact same format.

- I tried with another mp4 file i encoded, so not generated by the camera, and it imports and read well.

- the problem is all those mp4 files shot with the Sony A7s iii (4K, 25fps) are no longer imported or playing in premiere pro. In premiere pro beta, when importing one of those files it crashes. 

[chrisd11592954]

Hi Kevin,

thank you, I will try to get in touch with someone.

[Kevin-Monahan]

Hello @chrisd11592954,

Let us know what happens. I hope you can get some help.

Thanks,
Kevin