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

Community Manager

Macgeekppc,

Sorry! As I understand it, you are working with drone footage. The drone can shoot HEVC in a .mov wrapper or an .mp4 wrapper. If on Windows, please try shooting in the .mp4 wrapper and see if that works for you. If not, you can also try transcoding the footage in Media Encoder or freeware Shutter Encoder.

Edit: @Macgeekppc, are you using HEVC 4:2:2 10-bit footage? It's not supported. That could be the issue. Let us know. The guidance is to transcode to an editing codec or H.264 using Media Encoder or Freeware Shutter Encoder.

If anyone does not fall into any of these categories reading this thread, feel free to send me a private message here.

Thanks,
Kevin

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

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merkk

Inspiring

Macgeekppc,
Sorry! As I understand it, the drone can shoot HEVC in a .mov wrapper or an .mp4 wrapper. If on Windows, please try shooting in the .mp4 wrapper and see if that works for you. If not, you can also try transcoding the footage in Media Encoder or freeware Shutter Encoder.

Thanks,
Kevin

By @Kevin-Monahan

Can you explain why paying for the monthly subscription allows it to work? It doesn't seem like a bug if handing adobe some money instantly fixes the issue.

https://community.adobe.com/t5/premiere-rush-discussions/the-3-export-limit-has-been-removed-from-premiere-rush-in-the-cc-photography-plan/td-p/12479749

Community Manager

Thanks, Kevin. You make a good point about it not being shown today that Photography included Rush premium. However all customers who had a Photography plan prior to October 26, 2021 were granted the premium version of Rush, not just the starter plan. It was only existing users and not all new users – i.e., anyone who signs up for Photography today only gets Starter and not Premium, which is what's reflected on the current web pages.

But adding Rush premium (plus Ps Express premium, to replace the removal of Spark premium) is definitely what Adobe messaged all customers in the fall of 2021. This was also confirmed by Adobe reps at the time. Here are the notifications sent by Adobe directly to customers:

https://community.adobe.com/t5/premiere-rush-discussions/rush-included-or-not-included-in-photography-plan/m-p/12465555#M11639

https://community.adobe.com/t5/premiere-rush-discussions/rush-included-or-not-included-in-photography-plan/m-p/12491295#M11766

So the bottom line is that customers who were subscribed to Photography prior to 10/26/2021 should have full access to the premium version of Rush, based on what Adobe has told them.

Lastly, do you know where all the open Rush tickets which were previously on UserVoice were moved to?

Hi @ProDesignTools,

Right! Thanks for the reminder and clarification on info for those that were grandfathered in to having access to the premium version of Rush on the Photography plan.

Those that fall into that category can still contact support and get those cases resolved. I hope that those folks out there that still need to have their plan adusted can reach out to support to fix that issue. I was speaking more about the current state of issues surrounding the HEVC codec and apologize for any confusion on that.

Lastly, do you know where all the open Rush tickets which were previously on UserVoice were moved to?

By @ProDesignTools

The Rush product team could probably answer better as to what happened to bug reports and feature requests on User Voice and what their plans are. I would defer to them for an official response. In general, Adobe digital video and audio product teams have made the move away from User Voice beginning last year with the migration of top bugs and feature requests to these forums. Sorry that I don't have more info for you on that one.

I appreciate your post, though, and thanks for all the work you do on behalf of editors here on the forums. Have a good one!

Thanks,
Kevin

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

M

merkk

Inspiring

wow - YEARS and this is still a problem? Spent time editing a video together and now I can't do anything useful since it completely fails to export. I've tried buying the codec from MS. I've tried logging out/in. I've tried renaming the project. Only after paying for a monthly plan did it start working. Which means adobe can fix this. Even though it's only $10/mo i'm going to ask for a refund because frankly it smacks of bait and switch. It's complete BS that paying for a subscription suddenly fixes a 'bug'.

Community Manager

Edit: @merkk, are you using HEVC 4:2:2 10-bit footage? It's not supported. That could be the issue. Let us know. The guidance is to transcode to an editing codec or H.264 using Media Encoder or Freeware Shutter Encoder.

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

K

Kenneth Halley

Participant

Doing my head in....got the same issue. Not a heavy Rush user but handy for small "reels" type videos and had a wee project made up- went to export and getting the HVEC error like everyone else in this thread. Tried loads of the possible solutions none work for me. All used to work fine...currently on version 2.8
Seems to throw the error then I can see it start to render the first few frames of the video in the wee thumbnail then it freezes and becomes unresponsive. I have alternative video editing software I can fall back on but just means I need to start over and have better things to do with my life. Not encouraged by how long this issue seems to have existed, that they are anywhere close to fixing it. 😞

Community Manager

Hello @Kenneth Halley,

I got your message. Thanks for writing in. Are you using HEVC 4:2:2 10-bit footage? If so, it's not supported. That could be the issue. Let us know. The guidance is transcoding to an editing codec or H.264 using Media Encoder or Freeware Shutter Encoder. I hope the advice helps. Sorry for the problem.

Thanks,
Kevin

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

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DanD641

Participant

I've had a Creative Cloud subscription for years now that includes Rush. I hardly ever use any of it anymore but I've recently found a use for Rush. Unfortunately, I'm having the same exact problem that doesn't look like it will be resolved anytime soon. I think I should just move on from Adobe.

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R5guy

Participant

I am having this issue as well, Full creative cloud subscription on a mac. Spent hours on the phone over the past several days getting tossed between tech support and accounts support on the phone. Wildly dissapointed in Adobe's overall handling on this, was hoping Rush would speed up my workflow on social media bound video content.

To be clear, the customer service reps have all been fantastic and seem to be trying their best, this looks like its an Adobe product engineering/support issue.

Participating Frequently

Bump.

Why is this still a problem? Clearly the codec is installed - Rush wouldn't have decoded and displayed the video prior to this prompt if it wasn't. I can run this through Adobe Media Encoder just fine. I don't get an HEVC error with it or Premiere. But I use Media Encoder anyway because I don't nead the features of Premiere - I just want to cut a clip.

Please Adobe, can you fix this once and for all?

Passportivo

Participant

Same problem here. Tried every possible solution succestions but no result. Have also full creative cloud. This sucks.

L

Larry2583672859j7

Participating Frequently

This problem is over 3 years old. Although it stops the most basic of
functions tech support seems unable to fix it. Some of the solutions here
work for some people but they have clearly not stepped up with supporting
this product and providing an update to the product.

A

Anna29007923aphl

Participant

I'm working on MacBook Pro (2021) and Rush 2.7.0. and a full Adobe subscription. The HEVC clips shot with my iPhone only play sound and not the video stream in the program. Premiere Pro and Quicktime play the clips just fine.

I'm supposed to give a Rush training tomorrow for video editing newbies, telling them how to easily edit videos shot with a mobile phone. Thanks again Adobe.

Beefoe

Participant

Posted by another user. Logging out and back in immediately resolved the issue for me. Windows 11 - Rush as part of Photography package.

Open Rush.
Click "Help" in upper right corner.
6th option down "Sign out... (username)."
Close Rush.
Open Rush.

Participating Frequently

It's temporary relief, like when I upgraded to Windows 11 or installed the new version of Rush.

Participating Frequently

Well, that didn't work for very long.

Again, Premiere Rush throws an HEVC error but Adobe Media Encoder and Premiere can ingest and export the video just fine. The codec works on this machine.

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Bitekkia

Participant

It's really frustrating that now instead of saving money by going with my photoshop & rush plan, Adobe is practically forcing me to upgrade and pay another $20 just to edit videos. I'm switching to another editing software. This is ridiculous.