URGENT: Cannot import MOV files after last update (2017.1.2)

[softananda]

Since the last update, I can no longer import MOV files into Premiere, Media Encoder or After Effects. When I try, I receive the message "file format not supported".

- Premiere version: 2017.1.2 v 11.0, Oasis.

- Computer OS: Windows X Pro N.

When I work on a Mac, I have no such problem. Is there any incompatibility issues between the last CC update and Windows?

[softananda]

Additional info: the problem appears only with CC 2017.1.1 or 2017.1.2. In the same computer, I also have Premiere cs6 to be able to use Encore, and there I can import all kind of files.

[Ashley7]

I think you're trying things and learning new symptoms/information which is good in this endeavor. Two things I'd probably try in situation like this...

First, I'd move the footage to a simple folder such as C:\MyFolder  ... no spaces or special characters... characters shouldn't matter but I'd do it to remove any weird possibilities. You seem to be using a non-English setup which should work 100% but other languages have different characters, and non-English locales sometimes don't get the same testing... it depends on the software developer, the feature area, and the users using the feature, etc... (I do not refer to Adobe here... just generally my opinion... sometimes non-English builds of software are used less in testing for software developed in locales using a lot of English... so I see you have a different language... I don't see special characters, but I'm wondering if there's something somewhere with these files that is hitting a filename processing bug of some sort.)

Along those lines, can you try renaming the footage you cannot import to something very simple without underscores or double extensions... like A.mov or B.mp4 and then try?

Finally, longer than long shot, make sure any anti-virus isn't getting in the way. This is difficult because you don't want to disable AV, especially while connected to the Internet or ANY wireless connectivity... what i usually do is disable all wireless (802.* Bluetooth etc.) and wired LAN and temporarily disable AV real-time scanning, that sort of thing, and retry whatever I'm testing. My personal opinion is that this is technically an exploitable gap in protection is likely very low probability... but that's the opinion people always have until the corner case becomes the norm... anyway, always make sure you have disconnected (external drive) and/or cloud backups before doing this sort of thing... and follow your AV vendor's advice along with that of your personal cyber-security consultant.

Sorry if the above doesn't lead anywhere but I figure if they're things I'd try, best for me to risk being a bore and suggest away.

[Ashley7]

I think it's obvious but just in case... the suggestions in my prior post are just a suggestion for a temporary quick test... I'm not saying your project location is bad. It's just that Premiere has had some issues with characters that are okay with the underlying platform but not with Premiere... so it's best to try to keep file names and folder names as simple as possible... but you are usually fine with nested folders and spaces... still, it never hurts to simplify those things as a quick test just to rule things out. I think this is obvious but just in case wanted to mention it.

[softananda]

Thank you Ashley. I renamed one file "A" and placed it in the desktop, but it made no difference. I will also check the antivirus suggestion, but -in my opinion- the key fact is that Quicktime (MOV, etc.) is not even listed as a supported format. Everything suggests that it is an issue of the CC update itself.

[R Neil Haugen]

If you're on the recent "Creator" update of Win10, it could perhaps be an OS issue. I've had ongoing EGP panel issues since that "update" installed itself on my computer ... even though the settings are set to block auto-updating of OS. Ah well.

Neil

[Ashley7]

softananda  wrote

Thank you Ashley. I renamed one file "A" and placed it in the desktop, but it made no difference. I will also check the antivirus suggestion, but -in my opinion- the key fact is that Quicktime (MOV, etc.) is not even listed as a supported format. Everything suggests that it is an issue of the CC update itself.

I agree with you softananda. I sometimes have a difficult time letting go of trying to fix something... ... so I just had to keep searching around... this is likely a red herring but it made me curious nevertheless... the following 2016 youtube video relates to what is an older version, and the import error is different, but he gets around it by renaming .mov to .avi... even though I agree that's not a solution, I thought I'd pass it on in case you were curious enough to try... if you ignore this that's fine! ...

How to Import .MOV files into Adobe Premiere / Bulk Extension Changer - YouTube

...maybe he got around this with an ext rename because perhaps Premiere isn't so much concerned with extensions as what a file actually contains when processing streams internally... not sure. I also can't say if his renamed import means the same thing as a working non-rename import... but there ya go... and here's to you finding a solution fast with support.

[Ashley7]

softananda  wrote

... -in my opinion- the key fact is that Quicktime (MOV, etc.) is not even listed as a supported format. Everything suggests that it is an issue of the CC update itself. ...

softananda, Forgive  if I missed the info above, but I'm wondering, since Quiccktime MOV is a container format, shouldn't we ask... where did these MOVs come from? Can you run a utility like MediaInfo or gspot against one of them as a way of determining what streams are inside it. That could offer a hint as to the actual codec Premiere is accessing to process the file... maybe there's some hint or clue in that data. .MOV itself is a container so is sort of "ambiguous" in a troubleshooting sense... we know Premiere can handle the container but there's no guarantee it will handle everything within it... maybe there's a problem there.

[Ashley7]

The reason I'm recommending installing the Media Feature Pack on the Windows Pro N is twofold... first, there is a history of issues solved by doing so on an N system, including failure to import MOV files until installing the MFP...

Premiere Pro CC 2015 Needs Windows Media Player?

Error installing Premiere Pro CC

WMVCORE.DLL is missing

The other reason is it appears an N version with MFP sort of becomes like a non-N version which I think is enough to warrant simply doing that to get things up to date to match most systems which are likely non-N. Installing MFP has nothing to do, directly anyway, with requiring Media Player... rather it installs a number of components that apparently have been and may still be required by Premiere (See links above).

[Ashley7]

softananda​ as well, check the following out...

Premiere not importing mov files.

[Ashley7 · Accepted solution]

Ashley7  wrote

softananda  as well, check the following out...

Premiere not importing mov files. 

Which is to say that apparently upgrading to Windows 10 ver 1703 (April 2017) plus its Media Feature Pack was that person's answer to the "cannot import "mov" issue.

[Media Editor]

I have Adobe Premiere Pro Release Version 2017.0.1.  The Build is 11.0.1(6).  I have not updated Premiere since this release.  I do not trust the updates.  None of the present updates have anything that I need.  I waited a year before updating to  Version 2017.0.1.

[softananda]

Ashley, THANKS A LOT:

1) Yesterday there appeared available OS updates when I shut the computer down. I installed them.

2) Today I installed the Media Feature Pack you suggested: https://support.microsoft.com/en-us/help/4016817/media-feature-pack-for-n-edition-of-windows-10-vers...

.. and it worked!!!! According to yesterday's experts, I had to wait until the next CC update, but that was not necessary. Thanks again, you've been of much help

[Ashley7]

softananda  wrote

... Yesterday there appeared available OS updates ... I installed them. ... Today I installed the Media Feature Pack ... and it worked!!!!

Hi softananda​ that is excellent news! ... ...thanks for sharing the results.

[shawnw84661716]

I have had the same issue directly importing MOV files from a new iPhone SE (I did not have issues with an iPhone 4 files).

Having tried the many suggestions here, I then used the Adobe Media Encoder app in CC.  Converted MOV to MP4 and I can now import the MP4 files (just changing the extension did not work for me).

I'm on a desktop with latest Win8.