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?

[ProDesignTools]

Calling @petergaraway at Adobe... Can you address what the company is doing about this?

Is the issue being worked on or addressed at Adobe? What should customers do about it?

Thanks, Peter!

[petergaraway]

Hello all and @ProDesignTools  - Thanks for bringing this to my attention. I'm going through this thread and the UserVoice post collecting information. The error doesn't appear to be occurring for all users, even with matching account types and media, making it a little more difficult to find the root cause.

I have a request - For the users currently experiencing this issue in the latest Rush build, please DM. I'll reach out to you directly with specific questions. I'll update this post here once I have a better understanding of the issue.

Apologies for the trouble this has caused. The possible workarounds I see now are:

• Rollback to version 1.5.54 of Rush. Here's how 
• Transcode your problematic file to non-HEVC or non-10bit 
• Adjust camera settings to shoot non-HEVC or non-10bit for future projects 

Thanks again for the info you've provided so far. I look forward to hearing from you soon. 

Peter 

[ProDesignTools]

Thank you @petergaraway for responding. I hope this helps further progress in addressing the issue.

I see that Premiere Rush version 2.3 was released today, now available in the CC Desktop app... The release note says "performance and stability improvements." I don't have the problem with the HEVC codec, so can't say if the new version helps in any way.

[cheezypoof]

I'm on 2.3 and I am still getting this error. 

[ProDesignTools]

Thanks for the update. Please see Peter's message just above, and DM him to help work through this issue.

[nottubnytram]

As requested elsewhere I suffer from the message above when importing a HEVC encoded file from my GoPro Hero 10.  The lower framerates/ resolutions can use the h264 encoded files and do work with Premier Rush.  However there is no option but to use HEVC with the higher framerates/ resolutions, and it is these HEVC encoded files that throw up the error message.

[Teeja23091658vwge]

Great information thanks for sharing

[rwpatton]

Jeez. I thought I had fixed the problem by resetting preferences in the camera, but then there was "update" 2.3, and I'm back where I started; the fix I thought I had no longer works. I've been an Adobe client for years. But at the top of my Account page there's a message that says: "You have the Creative Cloud Free Plan. To experience everything Creative Cloud has to offer, upgrade to one of our paid plans or get started with a free trial." 

That's baloney. I pay $240/year for a Creative Cloud plan (next payment December 1, 2022) and an additional $100/year for Rush (next payment September 6, 2022). The fact that this problem exists and continues simply astounds me. I'm going to look for an alternative to Rush, and perhaps in the process I'll find something that I like better than Lightroom and Photoshop. Words (at least, polite words) fail me. 

[ProDesignTools]

@rwpatton – Have you had your Photography or Lightroom plan since before October 26, 2021? If so, then the full/premium version of Premiere Rush should be included in your subscription, with no separate Rush plan necessary.

@petergaraway – As an Adobe employee on the Rush team, could you please tell us more about what's happening with this issue? Thanks!

[rwpatton]

I've had the yearly plans for Lightroom with 1TB since December 2018, and Rush since September 2021. Pretty expensive to be paying for both of them. Before 2018, I'd had versions of Lightroom, Bridge, and Photoshop for ten years or more. Maybe what I need to do is cancel the September 2021 Rush plan and reopen Rush via the Lightroom 1TB plan. 

[rwpatton]

I cancelled the separate Rush plan, and reinstalled via the link from my Creative Cloud home page. Still no joy. 

[ProDesignTools]

Presuming you're using a single email address, then all plans will work based on that one address. Meaning that Rush will open under your same email regardless. Reinstalling would make no difference.

As a longtime Lightroom subscriber, you should have received Rush premium access last fall... You shouldn't need to pay for Rush separately. But if you're running into the same issue both with and without a separate Rush plan, then your best bet is to contact Adobe Customer Support for assistance:

https://helpx.adobe.com/contact.html

[rwpatton]

Thanks, PDT.

That's what I thought, too. Grasping at straws, I tried anyway, and as you pointed out, it made no difference.

I did contact Adobe customer support, whose solution was to roll back to the old 1.5.54 version. My next contact with customer support will be to have a conversation about the fee. 

[ProDesignTools]

Good, please let us know how it goes!

Adobe customer support telling people to roll back to an older version to work around the "This file requires the HEVC codec..." message would seem to indicate an issue with the program rather than with the plan.

[alexeit20270339]

Would you be so kind as to suggest exectly how to request help for this issue once I have clicked https://helpx.adobe.com/contact.html? The page appears designed to steer people away from opening support tickets. I see FAQ, invitations to use these forums, online chat with a bot. 

[mib-mk]

Damn that shouldnt be or problem, doesnt it? It's ADOBE paid plan. Is HEVC Rocketscience?

[mib-mk]

[mib-mk]

not even ADOBE Media Encoder is able to read HEVC.... Win10 can - dissapointing

[mib-mk]

switching back to Davince Resolve now

[Max Movie]

Dear community,

Could anyone explain to me how it is possible?

Currently, I have Photography (20GB) the cheapest plan with Ps and Lr.
There is a Photoshop plan which contains Premiere Rush, so I upgraded to it and faced the error with HEVC from the first post.

I created a support ticket (ADB-24441150-T6D2) and they told me that I have to purchase Premiere Pro plan to be able to use Rush and HEVC together and provided me this link: https://helpx.adobe.com/premiere-rush/kb/starter-paid-rush-upgrade.html#sa_src=web-messaging

Now I rolled back to the Photography plan because there is no sense in Rush software in general. Adobe Premiere is able to cover all Rush features and even much more but I need just cut/crop/scale my GoPro videos and upload them on youtube. I do not need all Premiere functionality and cannot use Rush.

This is a bit strange, don't you think so?

[ProDesignTools]

Yes, it definitely seems strange.

Calling @petergaraway and @caroline_edits from the Premiere Rush team... Would you please be so kind as to give customers an update on what's happening with this issue from the Adobe side? Thank you!

[Max Movie]

Hi all,

Any news maybe?  Do Premiere Rush plans still not support HEVC?

Thanks

[intercede007]

Does anyone have an alternative to Premiere Rush they can share?

I opened a ticket with Adobe for this issue and it was acknowledged as a bug with a patch 'releasing soon', but the instructions I got were to use Handbrake to transcode my video first. If I knew how to use something like Handbrake effectively I feel like I wouldn't need something as simple as Rush to do what I need to do. 

I got some stuff I'd like to edit and upload to YouTube, but I'm a stuck. I don't know how to get Handbrake to output something with the quality I can bring into Rush from the get-go when it's working like I expect it to.   

[Macgeekppc]

How long ago did you open a ticket or get the response that a patch was coming out soon?

[intercede007]

Last week - May 17th.