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Hi @victor_1804 - Thanks for submitting your bug report. We need a few more details to try to help with the issue. Please see, How do I write a bug report?
Can you check to see if this article can help you https://helpx.adobe.com/x-productkb/multi/preferences-folder-read-only-error.html
Have you tried creating a new user on your OS and installing Premiere Pro to see if that helps?
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Hi Jamie. I have replied via email so I assume it will appear here, or go to you. Otherwise hope this works!
- Issue –
Earlier this week I had to upgrade my Adobe Prem to 2025 as another videographer was using the latest on his device and we are collaborating on a video. He uses a Mac and I used a HP.
As soon as this happened and I went to access the files, it wouldn't link with MP4 (HEVC) 10-bit file types (I had no issues before). So, it will only show the audio file, not the video file. If I convert to MP4 (H.264) 8bit, it shows, but I don't want to convert the dozens of files. I returned to an older version (23.6.8), but I still had the same problem.
I checked that IT have installed the windows HEVC Video Extensions and also asked them to install the Canon HEVC Activator (as the video guy used a Canon). All added but did nothing.
I have opened new projects and attempted to drag the same files in and still the same problem.
I have worked with this guy before, but on the older versions of Adobe Prem, but the same files types and between a Mac and HP, with no issues!
I went onto my older home PC that has Adobe Prep 2022 and had no issue with the MP4 (HEVC) 10-bit file.
So clearly something has triggered this. Can anyone help!
When I go to find the file (as it says it’s missing as its looking at another location), I get this:
When I try the link media option, I get this:
This is how the files appear on my timeline:
- Adobe Premiere Pro version number: FAQ: How to find the exact version of Premiere Pro you're using?
Version 25.0
- Operating system - Windows or macOS, and which version of those operating systems?
Windows
- System Info: CPU, GPU, RAM, HD:
- CPU
- GPU (Intel-based Macs and PCs)
- GPU driver (PC)
- RAM
- Hard Drive (and, if external, how the drive is connected: USB 3, Thunderbolt, NAS, etc.).
- Video format: Provide information about the type of video you're using. For example, XAVC-I 4:2:2 10-bit. If you're unsure, let us know what settings you selected on the camera. Sharing a sample file is useful if you don't have access to the camera.
- Workflow details: Tell us any specific info about the project or sequence. For example, is it a multicam sequence?
No. Basically as standard as you can get. Just a collection of video files in a sequence.
- Steps to reproduce - (Very important!) In a numbered list, the exact steps are needed to reproduce the problem.
When I open the sequence, the files don’t appear with the video layer. It just shows audio.
- Expected result - What should have happened after the last step?
All of the video files should appear.
- Actual result - What did happen after the previous step?
They are offline because Prem won't link them. Hence, they are offline.
When I open the project, it starts looking for files. It finds a few jpegs and mov files. Then, it says that it can't find these files, which are MP4 (HEVC) 10-bit files.
I go and search for them. It finds the files and I click OK:
but then I get this message:
I click cancel and offline all as it doesn't get me past this and it shows the timeline with the files being offline.
If I try to link media, I get this error:
If I click OK, nothing happens.
If I open a brand new project and try and add the file in, this is what I get. The video file doesn't show, just the audio. So it's not the sequence/project of the original.
When I convert the same file to h264, it appears fine. The video component you can see.
I never had any issues with MP4 (HEVC) 10-bit files until I upgraded to Prem 25. Sadly even going back a version the error still happens so I feel like it has triggered something. I put the same file on my older home PC with an older version and the file is fine.
Hope this helps.
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