This file requires the HEVC codec which is included with a Creative Cloud membership. To upgrade...

[Macgeekppc]

For some reason, Adobe Premiere Rush won't import a small H.265 clip. It gives me this error when it opens the folder where the clip resides:

"This file requires the HEVC codec which is included with a Creative Cloud membership. To upgrade to a paid plan, go to..."

I have purchased Rush. I have uninstalled it then reinstalled it. I have signed in and out of Creative Cloud on the Web as well as the desktop app. I still get the error.

Also, the thumbnail of the clip, when trying to start a new project shows "Unable to Load Preview." When I select it and click Create, I get another error message:

"The importer reported a generic error."

Any suggestions on how to fix this?

[JustuScapes]

So I was on a chat with a support rep for about 2 hours today and basically they told me the issue was on their end but the only solution to it was to have the full Creative Cloud which is like 3x more than the services I use now. Basically, he said that their is a conflict between the Photography Package and the Rush subscription. Why that is my issue and why their hasn't been a fix for this yet, I'm not sure. Cancelled my Rush package. 

[ProDesignTools]

@JustuScapes 

I think you got inaccurate information from the support rep. Either Rush is premium or it's not. The message is happening to premium paid customers, but only for some videos (like GoPro). Other videos are working fine for those same customers. And sometimes, rolling back to an older version of Rush (e.g., 1.5.54) fixes the issue.

So really, it doesn't seem to have anything to do with which subscription plan. It's looks more like a technical issue somewhere. Some people suspect it has to do with the age of the PC used, the video card and drivers, or the processor. So make sure those are all as up to date as possible.

In any event, please vote/comment/follow the official bug report here:

https://adobe-video.uservoice.com/forums/916423-premiere-rush/suggestions/44518785-premiere-rush-err...

Hope that helps.

[lieutenantdaily]

That request has been open for a while. Adobe is fine letting us continue to pay for a program that doesn't work. 

I have a brand new PC, BTW. 12700k with a RTX 3070. I'm also on Windows 11. Not sure any of that matters. Some people have had this error on a Mac. 

[ProDesignTools]

I filed that official report only last month – so it hasn't really been a while yet.

Still, it would be nice to hear from Adobe that they're investigating the issue.

So the best thing to do is add a comment and vote it up!

https://adobe-video.uservoice.com/forums/916423-premiere-rush/suggestions/44518785-premiere-rush-err...

[lieutenantdaily]

It would also be nice if Adobe offered some kind of compensation, but alas...

[JustuScapes]

They did give me a credit for my photography plan for 30 days

[JustuScapes]

Hmm, not sure why he would have told me that then. The GoPro footage is what is messing up for me as well. He logged into his CC on my computer and it worked. But when he logged back into mine, it did not once again. Maybe that is why he jumped to a subscription solution. Either way, I'm not paying 3x the price for a service I rarely use and a bunch that I never will. Hope they fix it soon. Just got a GoPro for Chirstmas and bummed that I basically can't edit any of the footage. 

[jbraeg]

I (temporarily) resolved this issue by doing a 7-day trial and installing Premiere Pro.  I didn't even open Premiere Pro, but instead opened my project in Premiere Rush and tried export again, and it worked.  It looks like Premiere Pro has the HEVC dependency but Premiere Rush doesn't.  No idea if Premiere Rush will continue to work after my trial lapses, but here's to hoping!

[ProDesignTools]

@jbraeg –

Thanks for the clue; that's helpful... Please post back and let us know what happens after the Premiere Pro trial lapses!

[JustuScapes]

Let me know how that works for you!

[jbraeg]

@ProDesignTools  @JustuScapes I've been poking around and trying to find what differences there, and found these files added by Premiere Pro:

C:\Users\Public\Documents\AdobeInstalledCodecsTier2\3.0\mc_dec_hevc.dll
C:\Users\Public\Documents\AdobeInstalledCodecsTier2\3.0\mc_enc_hevc.dll

These files are actually in the installation files from Premiere Rush, I'm wondering if the installer just isn't installing them in the right location?

C:\Program Files\Adobe\Adobe Premiere Rush 2.0\RuntimeInstallers\3.0.2\mc_dec_hevc.dll
C:\Program Files\Adobe\Adobe Premiere Rush 2.0\RuntimeInstallers\3.0.2\mc_enc_hevc.dll

I tested by temporarily removing the former files, and I get the same error message as I did before!  I'm wondering if the fix is simply to copy those RuntimeInstallers files to the correct AdobeInstalledCodecsTier2 folder

[jbraeg]

Just confirmed this does *not* work.  I uninstalled Premiere Pro, but those files remained, but it's back to not working :(.  So there must be something else.  I'll keep digging.

[JustuScapes]

The support tech guy did this with these exact files. It still didn't work
though. He sent me a DL link and put them in my public documents folder. I
wonder if maybe that's just not the correct location?

[jbraeg]

So a bit more of an update. 

1.  It's not working at all for me now, whether Pro is installed or not (very weird)

2. I *disabled* hardware acceleration encoding/decoding in the Preferences of Rush, and I couldn't even get a preview of the files (before export).  I got the same error message I got before when exporting.  That tells me this might be dependent on the encoder/decoder being used?  Maybe on export something is using a software encoder/decoder (maybe the preview button?)

3. Premiere Pro exports the video just fine.  Absolutely no problem

4. The AdobeInstalledCodecsTier2 directory isn't actually created when the application is installed, it's created when it's used (at runtime, hence the name).  I can guarantee this was created by Rush when it executed successfully.  Premiere Pro did this successfully when I exported, after deleting the directory first.

Anyways I'm going to bed, this thing is nuts.

[rwpatton]

I'm using - or rather, trying to use - Premiere Rush on a Windows machine. Last time I used Rush, about two months ago, it worked just fine. Sinice then I've "upgraded" from Windows 10 to Windows 11, and last night I got the awful message about the HEVC code. Contacted support via chat and he was able to uninstall Rush, download the 1.5.54 files, and reinstall the old 1.5.54 version. That seemed to work just fine until Microsoft decided this morning that Windows 11 needed an urgent update. I did that, and the HEVC message returned. 

So, I uninstalled Rush, opened File Explorer, and re-installed Rush using the downloaded files from the support session. At the moment, all seems to be well. But I'm very leery about what will happen with the next Windows update. Having  the downloaded 1.5.54 installation files is probably a good thing.  

[ProDesignTools]

Here's a new comment from the official Rush bug report, which may help someone:

AJ Manzanares commented  ·  January 21, 2022 12:29 AM  · 

I got around this with my in-camera Settings (on my Google Pixel 4XL). I went into Advanced Settings and toggled off the "Use H.265/HVEC" option so that it saves it as H.264/AVC instead.

I don't know if this satisfies anyone, but after I did that, I was able to import 4K videos into Adobe Rush.

[rwpatton]

Here's a breadcrumb of information showing what seems to have worked for me in respect to the GoPro HEVC problem. I installed a fully-paid subscription of Rush in September, and it has worked fine until recently. I upgraded from Windows 10 to Windows 11 earlier this month, and when trying to use Rush after the Win 11 upgrade I received the HEVC error message. 

I contacted Adobe support, who was helpful and installed Rush version 1.5.54, but with that version of Rush I had a problem creating a shortcut on my desktop and the icon on the taskbar disappeared when I turned Rush off. So I examined my GoPro to see if changing my compression preferences made a differences. It did.

I found that Premiere RUSH 2.0 (the most current update) works normally on videos recorded after I changed my compression preference from "H.264+HEVC" to "HEVC".  Here are the steps I took with my GoPro 9:

1. Turn on the GoPro, and from the main screen, swipe down to reveal the menu of icons

2. On the icon menu, swipe from right to left to go to a screen with selections for "Connections" and "Preferences"

3. Select "Preferences"

4. Then, Select "General"

5. Scroll down and select "Video Compression"

6. There will be two choices: "H.264+HEVC" and "HEVC". On my GoPro, "H.264+HEVC" was already selected.

7. Select "HEVC" instead of "H.264+HEVC"

8. Press the Power button to return to the main screen

Videos taken on my GoPro 9 with the "HEVC" video compression preference seem to work just fine on Premiere RUSH 2.0

[JustuScapes]

Thanks for this! I'll give it a try later. Hopefully that fixes it temporarily and Adobe fixes it for good the right way

[JustuScapes]

So guys, I found a resolution to the issue. In my case anyway. The previous tech was right. It seems to be an issue with the photography plan conflicting with the Rush paid subscription. Here is what he advised me to do and it worked.

He told me to cancel my subscription (I would talk to someone first to make sure you can get reimbursed for this if you had the yearly membership). Once my subscription expired, I deleted the app and uninstalled. I purchased the subscription again and opened it. Voila! Now I can upload my GoPro 10 footage. Hope that helps someone else. 

[ProDesignTools]

Hi@JustuScapes,

Thank you for sharing that. Which subscription did you have before (which plan and was it annual or monthly)... and which plan did you sign up for after? (plan and term, if different)

[JustuScapes]

I now have the yearly subscription. I cannot 100% confirm that I had that before (I may have been paying monthly) but I am pretty sure I had the yearly before as well. Any time there is a savings over time even if it costs me more up front, I usually go that route. Pretty usre I had yearly, cancelled yearly, waited for the date that the subscription ran out, then re-subbed yearly. When I went into the app, I was able to import, edit, and export footage as intended. 

[ProDesignTools]

Thanks, but which plan? Is it the Photography plan you're talking about, both before and after?

If so, the Photography plan is always annual, a 12-month commitment. You cannot get a month-to-month plan for Photography.

Regardless, it seems strange that cancelling and resubscribing to the exact same plan would produce a difference in the operation of Premiere Rush, if that is what you are describing.

[JustuScapes]

I didn't cancel my Photography plan. Only my Rush plan. I kept Photo Plan cancelled Rush, then re-bought Rush and installed Rush and it worked. They gave me a 1 month credit as well.

[JustuScapes]

I agree that it seems strange. I don't know the technical details/explanation. Nor do I really care but that's what the tech suggested the issue was and it resolved my issue so I'm happy lol. I'm sure they know something we dont.

[amandab93190441]

I might have to try that! When I called we tried a few things, but nothing worked, then I was told I was out of luck for now and just to convert the files using another program. People should be receiving credit for the many months they haven't been able to properly use the program. If nothing else we know those with the full suite aren't having that problem, so those with the problem could be upgraded to the full suite at no additional cost until a solution is found. Hopefully a solution is found soon! Thanks for sharing your experience.