Unsupported File Type

[emilyw91360758]

When I export my Premiere Pro video, (H.264, High Bitrate), the file plays fine on my computer. I'm able to watch it on QuickTime, send over Slack and it plays fine. However, when try to download onto my phone, it says 'unsupported file type.'

Things I've tried:

• Restarting computer
• Signing out of then back into my adobe account
• Moving all files into a new folder
• Cannot seem to locate the Media Cache to clear that. When I go to MAC HD>Users>Username>Library>Application support>Adobe>Common>Media Cache and Media Cache files., there is nothing in the 'Common' folder to begin with.
• Have had a coworker try exporting on their computer and same error pops up.

[Peru Bob]

I've moved this from the Using the Community forum (which is the forum for issues using the forums) to the Premiere Pro forum so that proper help can be offered.

[Jeff Bugbee · Accepted solution]

I don't know what phone you are using.

It's possible your phone doesn't support the level of H.264 you are exporting or even the audio codec.

Try exporting a High Profile 4.2 with AAC audio and see if your phone can recognize that.

[emilyw91360758]

Hi Jeff, I have an iPhone. And that resolved the issue, thank you so so much!

You wouldn't believe how long I spent trying different things.