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BUG "We were unable to open the file on disk" - CC 2017/18

Community Beginner ,
Oct 20, 2017

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Hi I have problem. When i try add some video file (mp4 mov avi and other) I have error: "We were unable to open the file on disk. "
Windows 10, CC '18 and CC 17

I try delete all cache, media data, move files to others disk. etc

Last good version for me is 2017.0.1 v11  next versions have the bug 😕

Any ideas? I was looking for some answers in internet but I couldn't finde anything.

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Windows_MediaFeaturePack_x64_1709.msu

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BUG "We were unable to open the file on disk" - CC 2017/18

Community Beginner ,
Oct 20, 2017

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Hi I have problem. When i try add some video file (mp4 mov avi and other) I have error: "We were unable to open the file on disk. "
Windows 10, CC '18 and CC 17

I try delete all cache, media data, move files to others disk. etc

Last good version for me is 2017.0.1 v11  next versions have the bug 😕

Any ideas? I was looking for some answers in internet but I couldn't finde anything.

Install

Windows_MediaFeaturePack_x64_1709.msu

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26.5K

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Oct 20, 2017

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Hi Tomaszo54467729,

I am sorry that you are facing trouble importing media files into Premiere Pro.

Please share more details & we will try to help:

  • What is the source of your media files & where exactly are they located?
  • Please share your system specs & OS version.
  • Have you tried importing media in a new project & from a different source?

Thanks,

Kulpreet Singh

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Community Beginner ,
Oct 20, 2017

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Sorry for that.

Sources of my media is DSLR I dont know what kind (I received it, not recorded)

My media is located on HDD and SSD, I tried any source: from deskop, other partition, other catalog on disk.

My system specs: Intel i7-6700K CPU @ 4.00GHz, 16GB RAM, nVidia GeForce GTX 980,

OS: Windows 10 Education N 64bit

Premier: the newest

I tried importing media from few places on my computer, start new project and import files from two different disks (SSD and HDD), open old project from two disks and I have this error every time.
I reinstall Premiere(and every other Adobe products on my computer), clear by Adobe Cleaner and install again - not helped.

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Oct 20, 2017

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Thanks for sharing the additional details.

I request you to attach a screenshot of the error message or a screen recording of the issue.

-Kulpreet Singh

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Community Beginner ,
Oct 20, 2017

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old.JPGEmpty.JPG

How you see on screen any format can't be opened (media offline) mov and mp4, when I try add new videos to project (old or new) I have this error "We were unable to open the file on disk. " (screen2)

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Oct 20, 2017

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Thanks for sharing the screenshots.

Close your project and clean media cache. FAQ: How to clean media cache files?

Let me know if that makes any difference.

-Kulpreet Singh

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Community Beginner ,
Oct 22, 2017

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Hi

I did it but unfortunately it didn't help I deleted any Media Cache folders (and Media Cache Files folders) in my computer but I still have problem with import any video or open old project.

Situation nopt change.

But if i want replace some footage I have two errors

First with mp4 files "The importer reported a generic error"
and with .mov files: "File format not supported"

5643.JPG

23456789.JPG

Maybe you know how I can back to 2017.0.1 v11 version of Premiere Pro because with this version everything was OK.

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Community Beginner ,
Nov 01, 2017

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Install

Windows_MediaFeaturePack_x64_1709.msu

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New Here ,
Aug 31, 2020

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Works on a Mac? Do you have for Mac too?

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Community Beginner ,
Nov 01, 2017

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Windows_MediaFeatturePack_X64_1709.PNG

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Community Beginner ,
Nov 02, 2017

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Dude! Thanks alot! It's work!

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New Here ,
Sep 15, 2019

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i installed it but the problem still going and have another problem in plugin in after effect media core problem ??? what is the solution please man >>

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New Here ,
Aug 31, 2020

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This will work on a Mac? Having the same problem 

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