This file requires the HEVC codec, which is available to Creative Cloud members

[Chrome Orange]

I am a paid member and I'm signed in. Premiere Pro is at the latest version. Where do I get the necessary codec from?

[Sergio_User]

Same error here. I need my 100gb plan so changing it is out of the question. Need a solution ASAP.

[excited_Genie16B8]

You may have to find a third-party tool and convert.  Or stop shooting HEVC.

[Sergio_User]

I am not shooting anything, it is the material my client handed to me. Considering this is a bug of my paid suscription software I think I should not do anything (even if I will have to, anyway), Adobe should.

Meanwhile I found I can export direct from Premiere instead of sending to AME, so that will do for now till he bug is fixed.

[excited_Genie16B8]

I agree the error is Adobe's, and they should fix it ASAP.  But in my experience, "should" often won't get the job done.

You do what works.

[CarynHeilman]

I am having this issue.  Has it been solved yet?  I start teaching and my students will want to know Oct. 18th.  Let me know if anyone knows....

[Vinay Dwivedi · Accepted solution]

Hi Caryn,

It should have been resolved now. Please mention the version of Creative Cloud that you have. For that go to Burger menu of Creative Cloud application>Preferences>General.

If it is 4.6 try to check for the app updates from the same burger menu and make sure it is 4.7.0.400. If update doesn't work uninstall and reinstall Premiere Pro and Media Encoder.

//Vinay

[Daniel E. Sage]

Vinay,

  Question...  I have CC ver 4.7.0.400 but when I import a .mov file from my iPhone 7 I got an error that when I clicked "Ok" took me to what looked like it was supposed to be a download page on adobe.com, but all that was there was a message that this page wasn't available.  Now in After Effects when I attempt to play back any video from my iPhone, it jumps/skips in the footage.  I used to be able to use videos from my iPhone before but now they are useless.  Do I need to reinstall my apps in order to get these videos in HEVC to work?

Thanks,

Dan

[vidale25822919]

Not ideal if you'd rather avoid extra compression step, but you could convert the H.265 mp4 to H.264 using Media Encoder. Depending on your render settings, you can achieve near lossless quality.