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Participant
October 10, 2023
Question

HEVC Codec?

  • October 10, 2023
  • 2 replies
  • 4675 views

Hi,

 

I used Adobe Rush several times and had great success with it, but it has been a few months.

Now, I am attempting to create a video project, and am receiving messages and issues I never had before.

 

When going to share/export the file, I am first getting a notification that the HEVC Codec is required for this and that I now have to use an Adobe paid plan to get this. Nevertheless, after clicking okay, the export gets about halfway through, then the app freezes. No matter which preset I choose, this happens.

 

Upon opening and reloading my file, all preview playback has stopped working. I can hear the audio track, but none of the videos are playing back.

 

I do not think system is causing an issue; I have an 8-core Ryzen CPU and a Radeo 6750XT - not a workstation GPU, but still decent. I used to use rush without issue on a budget laptop.

 

A few questions.

 

1 - Has this "paid user" requirement changed? Did I miss this somehow? I was considering paying for an adobe software package after being happy with the program, but now...this is just nickling-and-diming. I hope I don't have to pay a subscription just for a codec to export a short video.

2 - How do I get the project, which I spent several hours on, to play again? 

 

Any help and clarification would be appreciated, as right now, I'm not very thrilled with Adobe products--and this is not a very good way to showcase why someone should upgrade to a paid subscription.

This topic has been closed for replies.

2 replies

Participant
July 3, 2024

I'm having this problem, too. I have a photography plan. Adobe, please help me get this rectified ASAP

Kevin-Monahan
Community Manager
Community Manager
August 22, 2024

Hello @AdrianGH,

Welcome to the forum.

quote

Adobe, please help me get this rectified ASAP


By @AdrianGH

 

Sorry. These are user-to-user forums, with some assistance from Adobe support, like @Kartika Rawat and myself.

 

For direct assistance, contact our agents: https://helpx.adobe.com/contact.html

The chat pod is in the lower right corner.

Respond, and click through until you get a live agent.

Ask for the video queue (M-F 7AM-7PM PST).
Make sure it is the video queue team trying to troubleshoot your case and not a general assistance agent.
The proper agents will control your computer and, hopefully, get your projects working again.

Let the community know what happens.

 

Otherwise, try a test and shoot H.264 instead of HEVC. Does it work then?

 

Thanks,
Kevin

Kevin Monahan - Sr. Community & Engagement Strategist – Pro Video and Audio
Kevin-Monahan
Community Manager
Community Manager
October 16, 2023

Hi @K SWM,

Sorry about that. Can you give us details of your Creative Cloud subscription? Is it a photography plan or all apps? Let us know.

 

Thanks,

Kevin

Kevin Monahan - Sr. Community & Engagement Strategist – Pro Video and Audio
Trunk_Grimshaw
Participant
November 2, 2023

Hi Kevin, I have got the same issue here mate. It says I have the Premier version but got the codec issue. 

Cheers, Butch

Kevin-Monahan
Community Manager
Community Manager
November 2, 2023

Hey Butch - @Trunk_Grimshaw,

Got your note. Do you have the Premiere Pro Single App subscription? I don't see that app listed in your second screen shot. If I'm not incorrect, it appears that you have the free version of Rush, which does not support HEVC codec. If you do have the single app, try logging out of Creative Cloud, then log back in.

 

For the free "Starter" version, my advice is to shoot video in H.264 and not HEVC. Let me know if you need help with that. On iPhone, this is referred to as "most compatible" mode in Camera Settings, I believe. Check that out. We're here to help.

 

Thanks,
Kevin

Kevin Monahan - Sr. Community & Engagement Strategist – Pro Video and Audio