Unable to access HEVC files after update to Adobe Premiere 2025

Hello,

I too am having this exact same problem. Was working with R6 footage on 2024 Prem and now after updating to 2025 this happens.

Has a solution been found?

Many thanks

Hi @victor_1804 - Checking in,  Were you able to access screen sharing and were they able to help?

Hi @victor_1804 - Go to this web page: https://helpx.adobe.com/contact.html . In the lower right corner, begin a chat with Adobe Support and explain that you would like to be routed to the video queue. This action will allow you to reach the specialists for Premiere Pro, who are very good at figuring out situations like this. first point them to this post.
Let me know if you have trouble opening a case. Take note of the case number. 

Hi there

Okay, so my IT department has basically followed all the steps you've recommended. We've uninstalled, reinstalled, and moved files from one hard drive to another, but no luck. It comes up with no issues at all on a Mac (using the latest version of Prem). I have gone back to v24, asking the videographer to provide a backdated XML project and still no luck.

What next?

Hi @victor_1804 - We haven't heard any reports of this issue, as you say: "I put the same file on my older home PC with an older version and the file is fine."  What is the difference between your systems?

Did you try uninstalling canon HEVC activator?

Can you make sure proper read-write permissions are granted to:
C:\Users\Public\Documents\AdobeInstalledCodecsTier2 folder.

It sounds like possibly the above codecs are bonked either you don't have read/write permission or they are corrupt.  This is why I asked if you could make a new user on the machine and reinstall Premiere Pro.

Another update. Opened the project file on a MAC. No issues at all. Is there some sort of compatibility issue?

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.

Hi @victor_1804 -  Are you using a production? the error related to media references makes me think thats how you have this project set up.  At first it sounded like the HEVC codec was bonked, but now looking at your timeline I can see that the files are loaded with video and audio, but they are offline.  I haven't heard of the canon HEVC activator, that could be causing the issue can you try and uninstall that.  

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?