This file requires the HEVC codec, which is available to Creative Cloud members

[Chrome Orange]

I am a paid member and I'm signed in. Premiere Pro is at the latest version. Where do I get the necessary codec from?

[Vishu_Aggarwal]

Premiere Pro CC 2018 (12.0.1) now supports QuickTime wrapped HEVC (AKA H.265) video files for Licenced users only.

please confirm the format of the file and the version of premiere pro cc your working with??

[Chrome Orange]

The file is from my GoPro, 120fps, 1080p, MP4

I'm using the latest version of Premiere Pro CC 12.1.0, Build 186

[Vishu_Aggarwal]

Is your Media Encoder Updated to the latest version??

And when you imported the clip in Premiere Pro with codec HEVC... Did premiere pro give you an option to enable HEVC codec??

[Chrome Orange]

>Is your Media Encoder Updated to the latest version??

Yes it is.

>And when you imported the clip in Premiere Pro with codec HEVC... Did premiere pro give you an option to enable HEVC codec??

No it does not, I just get this message

"This file requires the HEVC codec, which is available to Creative Cloud members" and a link to Adobe which does not offer any downloads

[Vinay Dwivedi]

Hi Andrew,

Please let me know your Subscription plan with storage quota attached to it.

//Vinay

[Chrome Orange]

I have the Creative Cloud, All Apps plan with 1TB of storage

After following the advice of Jim, it is now showing "Start Trial" for Premiere Pro

[Vinay Dwivedi]

Hi Andrew,

I was afraid of that plan as we have encountered a bug where users  are unable to obtain HEVC Codec (Importer and Exporter) for CCI All Apps account when being updated from 100 GB to 1TB.

The only workaround is to cancel this plan and purchase the default one which does not has any special storage quota other than default one which is 100 GB.

For Trial error follow the below KB.

Stop Adobe Creative Cloud from opening in trial mode after purchase

//Vinay

[Chrome Orange]

How can I cancel without paying a fee to cancel?

[Vinay Dwivedi]

How to cancel your Adobe Creative Cloud plan or membership

I don't think you need to pay any cancellation fees as you are just changing the plan but in case you face any issues please Contact Customer Care

//Vinay

[Chrome Orange]

Oh for the love of god!

I've just switched plans, as you instructed and now I have been charged for the new plan, and my membership is for a year from today's date.

I can't get anyone on a chat to talk and there are no phone numbers I can call. Total bollox! NOT HAPPY!

[Vinay Dwivedi]

Hi Andrew,

Sorry for this trouble.

If you cancel within 14 days of your order, you will receive a full refund.

How to cancel your Adobe Creative Cloud plan or membership

//Vinay

[Chrome Orange]

Fabulous

HOW DO I GET PREMIERE PRO TO WORK???

[Vinay Dwivedi]

Hi Andrew,

You just need to change the plan but you can enjoy the benefits after cancellation as well.

Benefits of a free Adobe Creative Cloud membership

//Vinay

[Chrome Orange]

To anyone who finds this thread. DON'T follow any of the steps outlined above. They don't work. What you will end up with is all of your apps showing "Start Trial".

[Chrome Orange]

After over an hour on the phone with "tech support" I am left with no access to the apps I am paying for, everything is telling me I need a subscription, which I have.

Cancelling everything and uninstalling everything.

I'll make a new account and try again.

One

Last

Time.

If this doesn't work then I'm moving on, life is too short.

Just to be clear, what ever you do, DON'T follow any of the steps in this exchange, it won't help you!

[Chrome Orange]

And now I don't have any plan. Awesome.

[kev.lee.wright]

Hang on... what???

I need and use the 1TB storage

I also use, and need to be able to convert HEVC files

In what way can this possibly be considered a "solution"?

[dwaltenbaugh]

Any luck with this? Haven't been able to use HEVC in AME 2018 for a month now...

[robertf69579891]

Im on a 100GB "All Programs" Plan and i get the same Error

[excited_Genie16B8]

Open Premiere Pro and from the Help menu, sign out.  Close down PP, restart the computer, and sign back into the CC desktop app.

[jenna bush]

This worked for me.  Thanks!

[Elliot Balynn]

I'm also suffering from the same issue. I have over 40 hours of H.265 footage and I don't know whether I should wait for the update as promised in this thread: Missing codecs H265 (HEVC) in Adobe Media Encoder CC 12.0 (Build 202)  or just start converting everything into a different codec, which will take me days.

Adobe please do something, it's June already!

[juanf58480477]

tambien tengo este problema relacionado con el archivo HEVC , me permite añadirlo en premiere  pero no genera proxies pues al abrirse media encoder aparece este mensaje.

[djdevvydev]

Still seems to be a problem. Fresh Windows install with fresh Creative Cloud and AME installs. No HEVC.

This is maddening. Adobe this has been an issue for the better part of a year! What's the deal?