info:Thanks for contacting us. We’ll find a representative for you to chat with and keep you posted on your wait time. This chat will become active once a representative responds.
Did you know you can get answers to most of your Adobe-related questions athelp.adobe.com? Find helpful video tutorials, tips for troubleshooting, and user guides for all our products. You can even get answers from members of our vibrant forums community. Visithelp.adobe.com. Please hold for the next available agent. info:You are now chatting with Gaurav. Please don’t close the chat window or browser tab since it will end our chat session. Gaurav:Hello! Welcome to Adobe support. Reformation Productions Agency:I am trying to import audio clips into premiere like I have a million times and it's not bringing in the audio. Gaurav:Please help me with your- operating system, RAM, GPU? Reformation Productions Agency:macos sierra Reformation Productions Agency:2.6 ghz i7 Reformation Productions Agency:16ram Gaurav:Please help me with the mac version? Reformation Productions Agency:10.12.6 Gaurav:Did the audio played in sources monitor? Also is master A1 selected in timeline? Reformation Productions Agency:The track plays in quicktime, so the file does have audio.. but no, it doesnt import with audio.. cant see it on A1 Gaurav:And please help me with file extension? Reformation Productions Agency:mts Gaurav:Master A1 button will be shown in Right of the timeline. Reformation Productions Agency:I'm not familiar with a master a1 button Reformation Productions Agency:there is the level meter to teh right of the timeline Reformation Productions Agency:the* Gaurav:Sorry its on the left. Reformation Productions Agency:again, I dont know of any button Reformation Productions Agency:there are the traditional icons though Reformation Productions Agency:unlock icon through microphone Gaurav:Next to the lock there is A1 Reformation Productions Agency:yes Reformation Productions Agency:its highlighted blue Gaurav:Please try transcoding the file in Media encoder. Reformation Productions Agency:what format would you like me to change it to? info:Your chat transcript will be sent towebmaster@reformationproductions.comat the end of your chat. Gaurav:H.264 is very good. Reformation Productions Agency:it says "Dolby Codec must be installed to use this feature. Clicking OK will install and enable this codec for immediate use." but it's importing into the que Reformation Productions Agency:its processing now Gaurav:Please allow me minute to check. Reformation Productions Agency:ok Gaurav:Please meanwhile make sure of your MAC OS version. Reformation Productions Agency:I read it off the computer when I gave it to you Gaurav:Okay, I wanted to confirm because of Dolby issue. Reformation Productions Agency:ok Gaurav:How long is it showing in Media Encoder to Export. Reformation Productions Agency:51 seconds remaining on the first clip Gaurav:Try import one clip so we can make sure that it runs fine in Premiere Pro. Reformation Productions Agency:yes, the converted clip works Gaurav:Great. Reformation Productions Agency:ok Reformation Productions Agency:so what about the mts importing Reformation Productions Agency:and the dolby error message Gaurav:It could be that Premier is not able to encode to codec from mac directly regarding Dolby audio. Reformation Productions Agency:thats a problem yes Gaurav:I apologize for that. Reformation Productions Agency:is that really a bug in the new cc update? Reformation Productions Agency:it doesnt work on mAC?????? Reformation Productions Agency:most of the industry runs on mac Gaurav:Its not a known issue. Reformation Productions Agency:so we uncovered something new... or that might not be the issue Gaurav:It shows to download Dolby audio when Dolby audio codec is missing from MAC OS. Reformation Productions Agency:it also says click ok to install Gaurav:This issue occured in version less the 10.11.x of mac os and windows 7, since Premiere 2018 shifting to use native codecs form OS. Reformation Productions Agency:so it is an update issue Reformation Productions Agency:? Reformation Productions Agency:will it be fixed soon and CC update provided? Reformation Productions Agency:do we need to let someone know? Gaurav:Premiere Pro no longer provides any Video/Audio codec. It uses native OS codec which or provided by MAC. Reformation Productions Agency:evidentally not though Gaurav:I assure you that any MAC higher than 10.11.x doesn't have Dolby issue. Reformation Productions Agency:I have 10.12.6 Gaurav:But if you want I will note it down it case notes. Reformation Productions Agency:that's a good idea Reformation Productions Agency:I'll post this on the forum as well Gaurav:Sure. Reformation Productions Agency:I can use this work around for now, but it needs to be addressed in the next update Gaurav:I request you to use wish forum. Reformation Productions Agency:ok
The latest update on CC. Yes, we tried importing in every way. Import into project browser, drop/drag files to timeline, and drop/drag to project browser.
I'm having similar problems: AVCHD .mts files play correctly on the camera (Lumix LX10) but will not import with audio using either Media Encoder CC or the Ingest Media functions of Premiere Pro CC. Mac OS 10.13.2.
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