Video from Sony a7iii not importing into premiere pro

[andrephillip]

I am shooting with sony a7iii at 120fps and 1080.   When I try to import the files to Premiere pro the audio file shows up but no video accompanies it.   HELP!

[Kevin-Monahan]

Hi AndrePhillip,

Sorry about this. Try changing the name of your media files folder or moving the folder to another directory. Then try importing.

Thanks,
Kevin

[andrephillip]

that doesn't seem to help.  anything else I can try?? 

[Wes Howell]

Hi Andre,

Does this happen with all of these file types?  Are you able to send me a link to download a sample file?

Are you on Mac or Win?   

[andrephillip]

I am on a Mac.    I'm only trying to download the .mp4 files from my Sony a7iii.    What is really weird is that some of the files import with both audio and video to the timeline however some of the files only the video comes in.    Also note that my finder can play all the files no problem so it isn't a problem with the files themselves.

I've downgraded my premiere program to the previous version and still get the same issue.   I am now in the process of upgrading the the latest version again.   I don't have the files online but I can upload a couple when the program has finished downloading.

[Wes Howell]

Do some of the 120 fps files work or is different behavior because of different settings?

If you can share some files, that would be very helpful.     Feel free to PM if you would prefer.

Wes Howell

Quality Engineer

Premiere Pro

[Kevin-Monahan]

Thanks for the assist, Wes!

Kevin

[andrephillip]

Some of the 120fps files work and some don't.   all the same settings.   Note that imovie handles all the files.  Finder can also play all the files.

Here is a link to 2 files: Public

C0008 imports with both video and audio. 

C0010 only imports with audio.  For whatever reason Premiere isn't registering the file as having video.

[Wes Howell]

Both of these files import without issue for me.   I'm wondering if this could be a media cache issue may still be referencing a clip that had / has a similar name.     Two things to try.

First, can you rename C0010 and try to reimport.

If that doesn't resolve it, can you close Pr, then delete your media cache folders and try again?  This will cause any current projects to regenerate cache files so it may take some time.  Please don't do this if you're in a major time crunch.

FAQ: How to clean media cache files?

Please lmk if that helps.  We will get this sorted out.   FYI - I'm using the latest public build which should match yours.

[andrephillip]

I don't think it is trying to reference a clip with similar name because it is pulling the correct audio.   what is weird is I can rename some of the clips and they import but not all.   Some weird inconsistencies happening here.

I also deleted my media cache folders and still the same problem.    so frustrated as I'm to be working on a project for a client!

[Wes Howell]

Did you restart after deleting the media cache?

[joshi0411]

Since you have deleted the Cache Files.

Please copy the Camera card to desktop.

Try importing the files using Media Browser.

====================================

You can install 2 instances of premiere pro

One of 2017 and other for 2108

Install 2017 - Check are the files getting imported there

Install 2018 (12.0.0) - Check are the files getting imported

====================================

Transcode the files - using 3rd party software (HandBrake)

at Constant Frame Rate

[andrephillip]

seems to work with the 2017 version.    Do I have to wait for a new version of the 2018 to come out to use that?

[Wes Howell]

Did you try 2018 after restarting the machine?

You mentioned that 2017 wasn't working before and now it is - which leads me back to thinking this is media cache related.

Wes  

I sent you a PM if you'd like to email directly.

[andrephillip]

Sorry I thought that i downgraded to the 2017 version but it was actually the previous version of the 2018.    When I finally got the 2017 everything worked properly.   I've since tried the most current 2018 version and it still only sees some of the video files.

I'm guessing it's a bug in the 2018 version?   any idea when a new update will be available?

[Wes Howell]

No problem.   Is it easy for you to share a few more files?   The best way for me to get this fixed is if I can reproduce it on my side and I'm using the latest public version of 2018.

Wondering what may be slightly different between our environments as the two sample files work fine for me on my MacBook Pro.  I have done some web searches and this doesn't seem to be a common issue.  I'd love to help figure out what's going on.

A few more questions....

Which version of Mac OS are you using? 

How are you importing?  Have you tried File Import vs Media Browser?   Wondering if it might make a difference if the .mp4 file is moved from the original Sony file structure?    If I can reproduce the issue on my side, I can get it fixed.   

Also, can you verify if this issue only affects the 120 fps clips?

Wes

[andrephillip]

I'm using OSX El Capitan 10.11.6

Mac book pro 15 inch

I've tried different ways of importing.   Using media browser, File ---> Import, also just dragging files to timeline.  All render same problem.   

I've tried moving .mp4 files from Sony folder to my desktop but still no luck

I've only been shooting in 120fps so I'm not sure if it's happening with different frame rates.

it's a bit hard for me to send files as my internet is slow and the file sizes are pretty big but i can attempt to upload more files when i get a chance.   I also plan to upgrade my Operating system when i get back home in a couple days to see if this solves the problem.

[Wes Howell]

Please keep me posted on the OS update and whether it resolves the issue.   We have had some related issues specific to 10.11.

[juanmario]

Hi.

I have seen many with the same problems on Mac 10.11, it would be advisable to update the operating system if possible.

As many of the problems are based on the h264 codec, it would be nice to disable "Enable accelerated h264 decoding (requires rebooting) in the program preferences, to test.

Thank you

[andrephillip]

is there a live chat we can do to speed up this process??

[Wes Howell]

rborroto​ andrephillip​ tima4427a​ 

There are some issues we're investigating that appear to be related specifically to Mac OS 10.11.   We're working on this.

In my testing, this is not occurring in 10.12 or 10.13.  

[BBerkowitz]

Ok, thanks for the update. Is there a way to export the CC 2018 project in a legacy format so that the CC 2017 version can open it?

[Wes Howell]

Premiere does not offer that functionality at this time.

Do you have a copy of the 2017 project saved somewhere before opening and converting to 2018?    

Or can you update your OS?

[BBerkowitz]

Wes, I found a way to "downgrade" the Premiere project file in question (created 30 days ago) so that Premiere CC 2017 will open it without any problems whatsoever. I am NOT touching my OS, because that will open up a whole 'nother can of worms. I will be working with Premiere CC 2017 for the time being. It's not the latest version, but at least it's stable.

[tima4427a]

How do you downgrade to 2017?  Projects I'm working on are "updating" and when opened half the files disconnect.  Yikes.

Tell me how to revert back to 2017 until this gets resolved.