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

Community Beginner ,
Jun 11, 2021 Jun 11, 2021

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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?

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Desktop version , Error or problem , Import

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New Here ,
Oct 31, 2021 Oct 31, 2021

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I am having this exact issue now, did you ever find a fix??

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Community Beginner ,
Oct 31, 2021 Oct 31, 2021

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Unfortunately no. I think the weird thing may be that it's editable on the iPad version, but not the desktop version. 

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Adobe Community Professional ,
Nov 01, 2021 Nov 01, 2021

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Hi, are you on Windows?

 

Do you know if you have the "HEVC Video Extensions" installed on Windows 10?

 

https://helpx.adobe.com/premiere-elements/using/hevc-decoding-on-windows.html#HEVCvideoextension

 

[It costs 99¢ from the Microsoft Store.]

 

Not sure if that will help, but it could be worth a try.

 

UPDATE: Please vote/comment/follow the official Rush bug report here:

 

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

 

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Community Beginner ,
Nov 01, 2021 Nov 01, 2021

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I'm on a Mac. And I did upgrade to Crwative Cloud but that didn't make a difference. Adobe Support actually took over my Mac remotely to see if they could get it to work. No luck. Maybe a newer Mac or an update to Rush will fix things. 

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New Here ,
Mar 02, 2022 Mar 02, 2022

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Don't waste your money, people. Downloading the HVEC extension from the microsoft store did nothing for me. Several updates later and rush still doesnt work...

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Explorer ,
Nov 01, 2021 Nov 01, 2021

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I'm having this same issue on my Windows 11 machine. My M1 Mac mini does not give this error.

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Community Beginner ,
Nov 02, 2021 Nov 02, 2021

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I have the same issue. I'm on Windows 10. I have a creative cloud membership and the Premiere Rush plan. I also have the HEVC Video Extensions installed from the Microsoft store, although I don't think that should be required. 

 

I was able to use these types of file previously on Rush. 

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Community Beginner ,
Nov 02, 2021 Nov 02, 2021

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I likewise am having the same issue. I'm running windows 10.0.19043 Build 19043. I actually was able to work with and edit my entire video, which includes clips from multiple cameras, but when I go to render it I get the same issue. I also installed the HEVC Codec from Microsoft and it didn't help me at all.

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New Here ,
Nov 03, 2021 Nov 03, 2021

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I also have the same exact issue. Able to import the clip and trim it, add transition etc. But trying to render  /export it gives the message "This file requires the HEVC codec..." and am unable to proceed. (I have the codec, btw - cost $0.99 from windows store - i needed it to view the original file in windows media player).

 

Even worse, once i cancel the render and try to do anything else, the program always and consistently freezes.

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Adobe Community Professional ,
Nov 03, 2021 Nov 03, 2021

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@jeremyh53115868, @amandab93190441, @jford29

 

Have any of you tried to contact Adobe Support about the issue?

 

Live online chat: https://helpx.adobe.com/contact.html?rghtup=autoOpen


You may also be able to contact by phone:
https://helpx.adobe.com/contact/phone.html

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Explorer ,
Nov 03, 2021 Nov 03, 2021

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I contacted Adobe, and it was like pulling teeth. They kept telling me that I need to subscribe. I am already subscribed! They created a ticket and said i would recieve a call... That was 3 days ago. No call yet...

 

Adobe doesn't seem to care.

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New Here ,
Nov 03, 2021 Nov 03, 2021

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I am having the same issue. I contacted the first tech who said my Photoshop plan was only 20GB and needed to be upgraded to 100GB, and then handed me off to Sales. Sales got pushy and wouldn't explain how Photoshop cloud storage had anything to do with Rush 100GB cloud storage. I called back this time, got a person, who transfered me to a dead line. Called again and sat on the phone with a person going over everything I had been doing, and now I have the error, plus all my files in all projects are showing up red with an "!" in the middle... I think they deleted all of my files now....  I guess I will wait that 24-48 hours for a phone call I probably will never get.

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Community Beginner ,
Nov 03, 2021 Nov 03, 2021

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Same issue.  Support took over computer and began working the problem.  'Bout half way through, lost connection. Next rep. said this was"a known issue" that required a different subscription.

 

This issue just arose recently, by the way.

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Community Beginner ,
Nov 03, 2021 Nov 03, 2021

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I also spent an hour and a half on the phone with support and they took over my computer. After trying a few things, they wanted me to use handbrake to transcode every file that has this problem and he stated that it was likely a file issue from my camera. However when we tried to render a project that I have rendered previously it brought up the same error. Something has changed in Adobe causing it to reject all files from this camera, both old files that used to work, and new files that I hadn't tried in Rush before. I guess for all my future projects I will have to transcode all files from this camera until Adobe figures out how to fix their issues.

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Community Beginner ,
Nov 05, 2021 Nov 05, 2021

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This is my experience with Premiere Rush: 
I was trying to add gopro 7 videos to Premiere Rush and i was getting a missing codec HEVC error message. This was not the case as other videos (from the same day and camera) of lower resolution were imported correctly.

 

It proved that app was either crashing or not importing my video files because they had a 4K resolution. Premiere Rush is not capable of working with GoPro 7 4K videos but instead of telling this somewhere either in the error message or in the documentation (somewhere that is visible), a misleading missing codec message is displayed. 

 

Adobe's support told me that 4K videos are not supported by Premiere Rush but this is not mentioned anywhere!!!  I had to discover this after trying to understand what is wrong with HEVC codec missing... If you need 4K support go to PRO version, these are to demanding for Rush. That was the official response. 

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Adobe Community Professional ,
Nov 05, 2021 Nov 05, 2021

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Unfortunately you received incorrect information... It is not true that "4K videos are not supported by Premiere Rush." I use Premiere Rush with 4K videos all the time.

 

So being 4K is not the specific issue causing the "This file requires the HEVC codec" message. Other customers are getting this message too and there does not see to be a clear or consistent reason established yet.

 

It sounds like Adobe Support is as yet unsure why this message is happening for some subscribers, and in your case they may have been reaching for an explanation. But Rush definitely supports 4K.

 

 

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Community Beginner ,
Nov 05, 2021 Nov 05, 2021

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Day three of the missing HVEC codec journey.

First, Abobe reps have tried many solutions and have tried to find the solution.

Two trips into my PC.  One lost connection and one lasted two hours. No luck.

One rep suggested that I needed to upgrade my plan. Another suggested running Beta version of Rush. No better than alpha.  Didn't work.

A senior support person, very courteous by the way, suggested that the issue is that since I have two plans Rush and Photography plan, my Rush plan was confused and was defaulting to the photography plan and since the photography plan did not have the HVEC codec, I was getting an getting the error message.  Somehow, after three days, that was starting to make sense.

 

Another rep had a clever idea, send some mp4 files shot with H.625 to her and let her see if they would run on her version of Rush.  Voila, they did.  She took over my PC and after trying several strategies, told me I would have to visit with senior rep. She was wicked smart, and when she couldn't figure it out, despair began to creep in.


senior rep called this am, and we began anew, directed to another rep this afternoon.

 

I mentioned that this problem had arisen only recently to the last rep.  He asked what version of Rush I was using and indeed I was using the most current one.  I asked if Rush supported 4K MP4 and MOV and said he would find out and a couple of minutes later he returned with yes answer. Told me to reinstall Creative Cloud, wait five minutes and reinstall Rush.  I did as directed only to find total silence on the other end of the call.  Still connected, but rep had gone silent.vanished. The suggested solution was in fact not the solution.

 

I remain hopeful.  I still have some good years ahead of me and tend to be a patient person. Did find myself looking at an actuarial table, this might take a while.


If nothing else, everyone with whom I spoke was very courteous and wanted to help.  

See what tomorrow brings.

 

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Community Beginner ,
Nov 06, 2021 Nov 06, 2021

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Sounds very painful. Thank you for sharing all these details. The common theme seems to be that we all have both the Photography pland and the Premiere Rush plan, which I do as well. 

 

I hope Adobe will give us a credit for our Rush plans for the length of time that this error has been happening.

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Community Beginner ,
Nov 08, 2021 Nov 08, 2021

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I also have the photography plan and the Rush plan. Good catch there. Now at least Adobe can have something to look at in their programming to fix the issue.

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Community Beginner ,
Apr 16, 2022 Apr 16, 2022

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I just wanted to give another update. I contacted Adobe again today and they were very good at taking care of the issue. I've upgraded to the Adobe All-Apps plan and for my troubles they gave me a good price and a 3 month credit. I'm not sure my good monthly price will remain after the annual contract gets renewed next year, but it's a good solution for now.

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Adobe Community Professional ,
Apr 16, 2022 Apr 16, 2022

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Hi Amanda,

 

Thanks for the update, and glad you found a way forward. Surprisingly, it sounds like you previously had both the Photography plan plus the Rush plan – and still ran into this issue...

 

Really not sure how or why that could happen, even with two paid plans – so hope Adobe can sort this out soon. Customers are still running into this:

 

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

 

Calling @petergaraway: Is there any update from Adobe on this issue? Thank you!

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Community Beginner ,
Nov 06, 2021 Nov 06, 2021

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I believe I found a fix! I reinstalled an older version of Rush. Version 1.5.54 works. The most recent (1.5.62) and the second most recent (1.5.58) both gave me the error.

 

You can reinstall older versions from Creative Cloud. Click the three dots beside Premiere Rush and then 'Other versions'. Install 1.5.54.

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Community Beginner ,
Nov 08, 2021 Nov 08, 2021

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This is true, it worked for me as well, i tried it today, maybe after seeing your post Jeremy so thanks anyway.

It is amazing Adobe support is not aware of this huge how can we call it, bug or similar? Instead of telling you go to 1.5.54 they waste your time.

 

After about an hour my agent told me to try the previous version, 1.5.58, i did but failed as the newest one. I did not think of installing "2 versions before"

No more HECV or freeze or crash of RUSH now. 

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New Here ,
Nov 16, 2021 Nov 16, 2021

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Also worked for me. 

With version 2.0, it says "unlimited exports for all users!". You would think that this issue would be fixed but no, version 2.0 i still get the HVEC issue. Weird especially because I had exported this exact video a couple versions ago, not sure if it was after 1.5.54.

Cmon adobe, figure this out! 

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