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Dolby Audio Decoder missing after Premiere CC 2018 (V12) update

Oct 18, 2017

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I just updated to the most recent version of Premiere: CC 2018 from Creative Cloud.

When I opened a project I had been working on earlier today that has some .ac3 tracks on some of the sequences, those tracks are redded out and I now get an error message "Missing Dolby Audio Encoder." I get the same message when I try to import .ac3 files into the updated Audition program.

I have been using Premiere CC for several years, have installed all the updates & never had this problem before.

I have an individual (not Enterprise) Subscription on Windows 7.  I ran CC Cleaner Registry check after the install.  It cleared up some paths, but didn't fix this issue.


Please help.  I am up against a deadline!

Wsquared

Adobe Creative Cloud has moved to native Operating System (OS) support for Dolby Digital decoding (reading Dolby files) and is no longer providing support for encoding (writing) Dolby Digital and Dolby Digital Plus sound formats in the current and future releases of Creative Cloud.

Adobe Creative Cloud apps use native OS support for Dolby

Adobe recommends that you update to the latest version of your Creative Cloud softwareand updating to a more secure operating system (Windows 10 preferred). If you’re unable to do so, please contact the Adobe Customer Care team.

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Dolby Audio Decoder missing after Premiere CC 2018 (V12) update

Oct 18, 2017

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I just updated to the most recent version of Premiere: CC 2018 from Creative Cloud.

When I opened a project I had been working on earlier today that has some .ac3 tracks on some of the sequences, those tracks are redded out and I now get an error message "Missing Dolby Audio Encoder." I get the same message when I try to import .ac3 files into the updated Audition program.

I have been using Premiere CC for several years, have installed all the updates & never had this problem before.

I have an individual (not Enterprise) Subscription on Windows 7.  I ran CC Cleaner Registry check after the install.  It cleared up some paths, but didn't fix this issue.


Please help.  I am up against a deadline!

Wsquared

Adobe Creative Cloud has moved to native Operating System (OS) support for Dolby Digital decoding (reading Dolby files) and is no longer providing support for encoding (writing) Dolby Digital and Dolby Digital Plus sound formats in the current and future releases of Creative Cloud.

Adobe Creative Cloud apps use native OS support for Dolby

Adobe recommends that you update to the latest version of your Creative Cloud softwareand updating to a more secure operating system (Windows 10 preferred). If you’re unable to do so, please contact the Adobe Customer Care team.

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Adobe Employee ,
Oct 18, 2017

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Adobe Creative Cloud has moved to native Operating System (OS) support for Dolby Digital decoding (reading Dolby files) and is no longer providing support for encoding (writing) Dolby Digital and Dolby Digital Plus sound formats in the current and future releases of Creative Cloud.

Adobe Creative Cloud apps use native OS support for Dolby

Adobe recommends that you update to the latest version of your Creative Cloud softwareand updating to a more secure operating system (Windows 10 preferred). If you’re unable to do so, please contact the Adobe Customer Care team.

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Oct 18, 2017

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If I had known this, I wouldn't have updated the program this time. I updated to Windows 10 on another PC and its been a mess. I know a lot of other pros feel the same way.

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Oct 19, 2017

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I would agree that this should have been made more obvious.  But at the same time, professionals should know enough not to test out new versions of software on a production machine in the middle of a project.

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Feb 06, 2018

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OK. Seriously?? I have  been using Adobe Premiere for literally 20 years and have never had anything this big happen. You shoudn't expect your audio files to disappear without warning.

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Feb 07, 2018

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I agree that a heads up during the installation process would have been appropriate.

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Oct 18, 2017

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I'm having the same issue. No clue this would happen. My files don't have audio now.

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Oct 19, 2017

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I'm having the same problem. Please find resolution without the need to upgrade to Win10.

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Oct 19, 2017

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Hi,
I did this wrong update too, miss all audio now!
How to roll back to CC2017,
Creative cloud only can reinstall to premiere CC7.0
All of my Premiere CC2017 projects can't open now!
What can I do?

Thanks

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Oct 19, 2017

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I'm sorry but i find this disturbing. i would not have upgraded had i known this.

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Oct 20, 2017

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I have been using premiere elements for years. I finally decided to upgrade to premiere pro 2017 cc on a trial basis.I learned the interface for the most part in one long day and loved it made my workflow and quality of projects great. I did a project the next day utilizing the multi cam edit and keying effects WORKED GREAT on my .mts and .mov files. Well the next day it wanted me to upgrade, not being that familiar to pro I performed the upgrade. Now cant import any audio files from my  .mts videos. I rolled back to pro 2017 and get the same error. I tried all the solutions from this page and others to no avail. Called support after waiting for 20 minutes and explaining my problem they said they will call me back in a half hour. YA RIGHT. well of course they never called back and I'm glad I have not invested in the cc monthly payments. I'm really disappointed that this happened as I was planning on ramping up my video projects looking forward to working in premiere pro. Sorry for babbling just wanted to get that off my chest. P.S. Had to purchase new version of Photoshop because my version did not support the raw .NEF files from my new Nikon THAT'S RIDICULOUS.

UPDATE: I found a solution that works great for me. I took all my project .mts files and batched them thru Wondershare video converter.I converted them to .mov and all works well with good audio import. To batch 12 small .mts clip took about 12 seconds so not so much a big deal until Adobe can rectify the problem. Thanks Roy

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Oct 21, 2017

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So you are saying there is no way to fix this and I cannot edit my footage and need to buy a different camera?  Are you serious? How can the company totally screw their customers?  Tell me how I finish this project by Monday without audio.  This is insane and a crime

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Oct 24, 2017

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Does the 2018 install offer the option to retain the previous version? If it does, will It keep the Dolby encoder or does installing 2018 remove the encoder from the earlier versions on my machines?

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Adobe Community Professional ,
Oct 24, 2017

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Yes, but the checkbox is hidden.

2018 will still have no dolby even if you have 2017 installed.

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Oct 24, 2017

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Thanks Ann; so it still exists. I was more concerned that installing 2018 would remove the encoder from 2017 if I left that on my machines.

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Adobe Community Professional ,
Oct 24, 2017

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I am not sure what it does when removing 2017 as I am on W10 and rarely use ac3.

Encore will make my ac3 files for BD or I will frameserve to TMPGencVideoMastering.

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Oct 25, 2017

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None of this information was provided during the update, which means I need to uninstall 2018 and reinstall 2017, precious editing time wasted, Adobe you have dropped the ball clearly and angered a whole heap of the editing and audio visual community that uses your product professionally (as I do), and your flippant nonchalance on this issue I think has been noted by many of us.

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Oct 25, 2017

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This is ABSOLUTELY UNACCEPTABLE Adobe. If installing this version of CC required an OS upgrade - YOU SHOULD HAVE COMMUNICATED THAT VIA A SPLASH SCREEN PRIOR TO INSTALL!!! An OS upgrade is a MAJOR REQUIREMENT and guess what? YOU STILL LIST WINDOWS 7 on your website as a compatible OS on the system requirements for Adobe Premiere Pro CC: (Adobe Premiere Pro System Requirements​).

I've been a Premiere user for 20 years and NEVER has there been a misstep with an upgrade like this. NEVER.

But what can we do? You own us. We have no place to go, except to downgrade - permanently.

Windows 7 has been the perfect platform for Windows based video editing. Very stable with none of the unnecessary OS bells and whistles of later versions.

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Oct 25, 2017

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Windows 10 works just fine.  (But I do recommend the following.)

Spybot Anti-Beacon for Windows

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Oct 25, 2017

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I just got off the "Chat Support" for the same issue....

So, you didn't make 2018 backwards compatible.... are you guys kidding me... Do you know how many people you are going to tick off. That is BAD software management to make someone upgrade their OS to win 10.

I think it is time to dump Adobe. That is just as ignorant as can be.

I cannot spend my time updating to Win 10 at this time.

I usually wait until I have to buy a new PC.

THIS IS OUTRAGEOUS!!!

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Nov 01, 2017

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Hello.

This is absolutely ridiculous and insane.  I have tried reinstalling Premiere 2017 and still can't get my .mts video (with AUDIO) to play.  To make a change like this without warning people that their projects will no longer work...

I'm teaching an SFX (After Effects) and Editing (Premiere) COLLEGE course, and now I can't work on my own files or student projects at home.  I am absolutely livid.

Please help!!!

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Most Valuable Participant ,
Nov 02, 2017

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Hey Kade, read through this complete thread and see if any of the suggestions there help you resolve the issue:

How to restore Dolby Digital audio encoder/decoder on Windows 7?

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Nov 08, 2017

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This Dolby Audio issue is so disappointing. Moreover, after contacting Adobe support I got no help at all other than requesting me to update the OS. I regret the time I consumed talking to them. Adobe Customer support staff denied what is written on Minnetonka's  web site mentioning that the Adobe representative will supply Adobe users with an 8digit coupon code for the Minnetonka Dolby Audio decoder to be for free and not paying the $295 to purchase (which is already over priced)

You can check the link here

Adobe CC Support Page - TLS Corp

Very disappointing Adobe.

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Nov 19, 2017

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AshrafAziz  wrote

This Dolby Audio issue is so disappointing. Moreover, after contacting Adobe support I got no help at all other than requesting me to update the OS. I regret the time I consumed talking to them. Adobe Customer support staff denied what is written on Minnetonka's  web site mentioning that the Adobe representative will supply Adobe users with an 8digit coupon code for the Minnetonka Dolby Audio decoder to be for free and not paying the $295 to purchase (which is already over priced)

You can check the link here

Adobe CC Support Page - TLS Corp

Very disappointing Adobe.

Read my most recent post in this thread for the explanation. That $295 price is only for users of the original (2013) release of Premiere Pro CC, or Premiere Pro CS6 and earlier (all of which are now EOL and no longer further supported by Adobe, which is why Adobe now no longer issues coupon codes for the Minnetonka product).

Beginning with CC 2014, the Minnetonka product was no longer needed for Dolby 5.1 encoding, which is why support for the surcode was removed. And now, CC 2018 will not incorporate direct support for the Minnetonka product; thus, the full version of the Minnetonka product is now required - at a total cost of $645 (including the mandatory iLok secure USB key) plus any applicable taxes and shipping. Plus, you will now have to export audio from Premiere as a multichannel WAV file or separate mono WAV files, then do your remixing in Audition and encoding in the Minnetonka product. That's more steps than necessary.

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Nov 19, 2017

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It seems that you did not read well the Minnetonka web link and you are expressing your own thoughts above. Your post has many unrealistic information for the following reasons:

1) The Minnetonka article in the referred to web link was written on the 20th of Oct. 2017 and it is addressed to Adobe users who have current problems finishing their works in the abcense of the Dolby decoder from the most recent version of Adobe Premiere Pro (CC 2018)

2)The $295 was the right price required by Minnetonka from Adobe users who are not able to get a code from Adobe to get the product for free.

3)I really consumed a lot of my precious time to solve this Dolby codec problem and I don't like to waste any more time in unproductive conversations.

Ashraf

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Nov 19, 2017

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Ashraf,

I understand your concerns. But what I stated still stands, in light of a near-complete lack of cooperation between Adobe and Minnetonka over the Dolby matter. (In this particular instance, Adobe now wants you to pay Minnetonka the full $595 cost of the full version of the Surcode.) And the fact that Media Encoder CC 2018 completely lacks direct support for the optional Surcode for Dolby Digital and thus the workflow now requiring separate programs and separate steps still stands.

Randall

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Adobe Community Professional ,
Nov 20, 2017

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I have just updated Surcode on my CC2018 installation. Here is a section of the email Minnetonka sent me with the install codes.

"Adobe dropped native support for DD and DD+ encoding in CC 2018 and future CC releases. SurCode used to get automatically installed with Premiere, but this has since changed – hence the side installer. I should note that CC updates literally install a new version of the application(s) on your machine (removing the previous release) so you may need to re-install SurCode with subsequent updates (more likely to occur with a major version update like CC 2019, etc.). As long as your CodeMeter software license is still activated on your machine, all you should have to do is install our plug-in (let me know if you need help reactivating). SurCode may make it back into the box in a future CC release, but in the interim, we are providing a side installer to fulfill customer requirements."

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Adobe Community Professional ,
Nov 20, 2017

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Richard, you were good to go with a previously purchased license?

Do you have any information as to the current price for a license?

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Adobe Community Professional ,
Nov 20, 2017

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This is taken from their website

Surcode cc2018.PNG

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Dec 22, 2017

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I have just discovered this on the Minnetonka site. There are two Dolby Digital 5.1 surcode encoder plugins available. The surcode without the "Plus" is NOT compatible with Windows 10. The Dolby Digital Plus surcode is.

And Windows 8.1 or Windows 10 is required with the currently available 2017.1.4 and 2018 versions in order to even get AC-3 decoding (playback) at all. Windows 7 does not have native AC-3 decoding support, and any externally-installed decoders for that OS may become uninstalled and deleted when 2017.1.4 or 2018 is installed.

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Adobe Community Professional ,
Dec 23, 2017

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Could you post a link to show the two versions, I have searched the Surcode site and i can only find one.

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Dec 23, 2017

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My bad. What I stated was for the standalone ($595 plus taxes) version of the Surcode, which is used for video and audio editing programs other than Adobe's. The full version also includes a front end that is not included in the Adobe plugin ($295) version.

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Adobe Community Professional ,
Jan 06, 2018

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https://forums.adobe.com/people/Richard+M+Knight  wrote

I have just updated Surcode on my CC2018 installation. Here is a section of the email Minnetonka sent me with the install codes.

"Adobe dropped native support for DD and DD+ encoding in CC 2018 and future CC releases. SurCode used to get automatically installed with Premiere, but this has since changed – hence the side installer. I should note that CC updates literally install a new version of the application(s) on your machine (removing the previous release) so you may need to re-install SurCode with subsequent updates (more likely to occur with a major version update like CC 2019, etc.). As long as your CodeMeter software license is still activated on your machine, all you should have to do is install our plug-in (let me know if you need help reactivating). SurCode may make it back into the box in a future CC release, but in the interim, we are providing a side installer to fulfill customer requirements."

The story continues.........

I installed Surcode using the stand alone installer and have been using Dolby encoding for a couple of months, all has been fine........until this morning. Adobe seem to have reinstated the Premiere inbuilt Surcode installer which has disabled my current Surcode licence, the October 2017 activation code does not work so I now can't export until I get a new code.

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Nov 19, 2017

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But, what about MacOS High Sierra?

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Dec 05, 2017

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This has nothing to do with a 'more secure operating system'. Win7 is still supported by Microsoft. This is all about Adobe not paying the Dolby licensing fees. I can't even downgrade to v2017 anymore. So, after thousands of dollars spent with your company I'm told that my professional tool can only be made operational with an OS upgrade (something I don't want) or a $350 3rd party plug-in (something I can't afford).

Thanks.

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Adobe Community Professional ,
Dec 06, 2017

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It's worth remembering that the Surcode plugin is for encoding only, it will not help with the decoding issue in Win 7 and the Dolby software is for Macs only. For Windows users , updating to Win 8 or 10 is the only option.

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Jan 23, 2018

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We have 500 computers with Adobe CC and discovered this new "feature" halfway through deployment of 2018.  We have hundreds of computers that don't have Windows 10 support, but still meet the "system requirements" (big air quotes there) for Adobe CC.  What a cluster fudge...

We're currently in the process of getting our 2017 packages off of backup tapes and then figuring out how to re-deploy over top of 2018.  Once that's sorted out, we're going to look at alternatives to Adobe for our next deployment.

I only have one question.  Why can't Adobe include this decoder when free applications like Handbrake and countless others do?

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Apr 09, 2018

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Really that's your ** answer! Update to Win 10... You ** it up.... We pay for your services and products to work properly without have to go and purchase outside products.... That's like buying a car then have to take it to Jiffy Lube to get the oil add, then Bridestones to have the wheels installed, etc....

You broke it, you fix it with the appropriate update. Switching to Win 10 ** up all the other programs that designed for Win 7.

** HATE ADOBE, finish this ** now they are raising the price to subscription... for broken ** software .... Going back to AVID! ** Adobe!

Moderator Warning: Please do not use profanity, even if implied. It is against our community guidelines. We have users under 18 reading here, please keep that in mind. Also, rants are not allowed here. Kindly review our guidelines: Guidelines & Tips for the Adobe Forums

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Jun 12, 2018

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This is very disappointing. You know honestly paying a subscription for what should be the greatest suite of integrated products to get derailed on a simple Dolby Codec from the footage from all my cameras (as stated elsewhere here) outrageous indeed. This should be a standard codec for your products. For all of us with no control over our company computers ... and those of us who pay for these tools ourselves for our jobs this really is not good. Please find another solution for Win 7 users.

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Jun 12, 2018

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Unfortunately, there is no foreseeable solution for this. Adobe had to discontinue in-program Dolby support due to Dolby's lawsuit against Adobe (as I had discovered from another source) that involves Adobe products sold or marketed since 2014.

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Most Valuable Participant ,
Jun 12, 2018

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Sorry for the difficulty! Try one of these suggestions if you've lost Dolby functionality:

1. Your simplest and best bet is to recover your CC 2017 apps as they were before you installed CC 2018. See if you can use Windows Restore to roll back the state of applications on your computer to before that time. On a Mac, you'd use Apple's Time Machine.

2. If you can't do that, then do you have a system backup or image from when you had CC 2017 installed, or perhaps it's installed on another machine? You could possibly use that backup together with the CC 2017 direct download links to get back to where you were before. At  a minimum, you'll need both the Premiere Pro and Adobe Media Encoder apps.

3. If neither of those strategies recover a working CC 2017 for you, then you could try moving forward with CC 2018. You could use a third-party utility like Handbrake (a free open-source video transcoder) or XMedia Recode to convert your MTS/ACS files. Rename the files and reimport them into Premiere Pro. Then clear your media cache.

4. If none of the above work, then maybe consider upgrading to Windows 10 while it's still free, and press ahead with CC 2018 (if you're concerned about Windows telemetry, that's easily handled). Meanwhile, for Mac users, macOS upgrades are always free... Windows 8.1 or above and macOS 10.11 or above contain native support for Dolby decoding functions. Again, rename the applicable files and reimport them on your new setup. Then clear your media cache.

5. If you can't upgrade your operating system, can't move forward with CC 2018, can't go back to CC 2017, and are genuinely stuck with a project caught in the middle – and none of the above solutions work for you – then you could try contacting Adobe Customer Care to let them know and see if they can help.

6. Moving forward, when upgrading Creative Cloud apps, use 'Advanced Options' in the Desktop app to retain older CC versions rather than the default behavior, which is to remove them.

Hope that helps!

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Jun 12, 2018

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Please find another solution for Win 7 users.

Upgrade to Windows 10.  Make the argument that if you're to continue working, you have to.

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Jun 12, 2018

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I can't recommend XMEDIA recode enough, as mentioned in point 3.

1) No image quality loss as only audio gets recoded (Handbrake cannot do this!)

2) No need to upgade your whole system, or change in any way

3) No need to rename anything, just backup your old files, put the new ones on the old location, open your project again. done. Premiere will make new cache files automatically.

4) No need to use several or older versions of premiere which eat up your disk space

5) Super fast batch conversion, just seconds per file (as video is untouched!!)

6) No need to re-import, re-link or align anything. Audio and video will stay together just like your old files.

7) FREE - without any drawbacks

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digabyte LATEST
Mar 30, 2020

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I love it when issues are marked as "solved" when they are absolutely not. 😐  "We decided to screw over any and all people not using Windows 10" is CERTAINLY not a solution.

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Oct 19, 2017

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The same issue ... I also do not want to upgrade to Win10, It is not your business Dear Adobe to press me to upgrade Windows.
Adobe, you — up this. Please give us solution to be able use the software we pay.

Regards

Tomasz

Moderator note: do not use profanity, even if implied. It is against our community guidelines.

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Oct 19, 2017

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I'm having the same problem...

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Oct 19, 2017

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Same problem here.  Can't get the company I work for to update my machine to Win 10, can't roll back to the 2017 version....can't do my job.  This is a pretty serious problem here.

Edit - A staff reply briefly offered this link in case anyone wanted to install the previous 2017 version.  Seems to work for me, though I also have to install the 2017 Media Encoder.

Download Creative Cloud apps

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Adobe Community Professional ,
Oct 19, 2017

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In the old days we installed the ac3 filter.

Would that work?

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Oct 19, 2017

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Thanks, mattw2

My CC2017 project is back!!

Thanks much!!

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Jan 26, 2018

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how do you back to the 2017 version, the version 2018 is a mess, I import new videos and import with no audio, my old project are missing audio and some are media offline, my camera record in MTS extension and in my old project don't recognize in the timeline is for example 0058.MTS and when I try to link the media only see the video as 0058 and don't import because recognize as a different file.

I need back to the version 2017

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Most Valuable Participant ,
Jan 28, 2018

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Hi Johnny,

Please see post #220 above for several suggestions on how to get back Dolby functionality and/or CC 2017.

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Oct 20, 2017

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Reverting to the old versions worked for me. For projects I'd already upgraded before discovering the problem, I just found the most recent auto-save and got everything back to normal. I'm breathing a pretty big sigh of relief right now. I'm told the company where I work won't consider upgrading OS until next year at the earliest.

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Oct 23, 2017

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Thank you!

Fixed

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Oct 19, 2017

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Yep I have this too 😕

Among other errors.... I am not happy with this Adobe. I updated because the previous version kept giving me the error compiling movie and nothing would fix it. Can we have an update that doesn't destroy everything and has no massive new errors? errorspremierecc.JPG

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