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?

[Kenneth Halley]

I am kind of laughing...I really shouldn't cos Adobe are being a bit rubbish here despite the best efforts of  Kevin, but nearly everyday I get an ad on my phone telling me to read a white paper published by Adobe at how they create "Outstanding Customer Experiences (CX)" and how we should use their systems to replicate their performance... but here we see the corporate Adobe in action and it's poor.

[merkk]

They didn't say outstanding good experiences

[Kevin-Monahan]

Hi @ProDesignTools, Hi @Macgeekppc, and everyone on this thread,

I heard back from a person in management who knew more about this situation. Here's what they wrote:

• It is not correct that any legacy CCP plan subscriber prior to Oct. 2021 was given access to Rush and PsX as part of their plan.
• Only customers who had used their Spark entitlement retained access to Spark and gained access to Rush and PsX.
• Those users were emailed directly at the time of the change.

---

It appears that if you did not use Spark, and did not receive an email directly in Oct. 2021, then you are not entitled to the premium version of Rush with the Photography plan. I apologize, but I tried my best for you. Sorry for the frustration.

I spoke to engineering management, who said that the issue may not be related to the subscription and is more related to the video format. HEVC 4:2:2 footage isn't supported. That might explain why people who have a proper subscription got the warning. I apologize for getting this wrong.

Thanks,
Kevin

[intercede007]

Can you ask them why, if the full version of Rush is part of Adobe Express, that we don't have access to Rush via Adobe Express?

There still seems to be a disconnect between the ways we are told Premiere Rush is available to us and the way that we actually get it. 

[Kevin-Monahan]

Hi @intercede007,

Thanks for your post. Are you saying that you have an Express subscription and do not have access to Rush? I can chase that down, but that seems like a wholly different topic. Shall we branch your request to a new thread?

Thanks,
Kevin

[John31210744l3nm]

What can we do if we did receive the email?

Support is giving me the run around but my plan never changed. It looks like according to this post I should be able to get the premium version. Is there a person fluent in English that we can contact. Support chat is impossible.

Anything helps!

Thanks!

[Kevin-Monahan]

Hi @John31210744l3nm,

Sorry about that. Did you use your Spark entitlement to gain access to Rush and PsX prior to the change? That may be the thing holding you up.

You can also try contacting support and asking for the "video queue." They are the Rush experts. I hope the info helps.

Thanks,
Kevin

[Ryelea]

Thanks Kevin will try that

Sent from my iPad

[TerabyteNet]

Look, I get it, Adobe is a greedy company, I'm sure some of you are going to flame me go right ahead, but let's talk facts. Five years ago 1080p was the industry standard, At the end of 2023 4K is the industry standard and many content creators are moving to 8K. That Adobe extort money from customers in order to export video in 4K in 2023 is unacceptable and shouldn't be tolerated by anyone paying for an Adobe subscription. Even the likes of Walmart has a 50" 4K TV for less than $200 (regular price, not a sale price) today proves that 4K is the industry standard. no one paying for an Adobe subscription to Rush should tolerate this.

[Kevin-Monahan]

Hi @TerabyteNet,

I read your note. Which subscription plan do you have? Let us know. I hope we can help. Sorry for the frustration.

Thanks,
Kevin

[Adair339976031z1u]

I have read some other posts here about the app crashing and it is super annoying, especially when I'm trying to export my video to submit for college.  My iPad is on the new 17.1 iOS and I'm not sure if I can send the pre-exported version of my film over to premiere pro to export that way. Is there anyway I can solve this?

[Macgeekppc]

I know I originally posted this ages ago, but this is not the correct answer. So I don't know why it's marked as such. At the time, I purchased the full gamut of the CC apps subscription, which means that included the full version of Rush. It still didn't work and I encountered the same error messages. Even after reinstalling. So I downgraded and haven't gone back and tried it since. 

[Tom26486281z505]

Hi, I'm encountering this issue for the first time also.

I am working files created with a GoPro Hero 12 Black and when I come to export I get the same error mentioned above. I tried with a small clip as per the original poster, but the same error appears.

I've been through every page of this thread and can see that the source of the issue seems to be something to do with the subscription plan? I am on an Enterprise Plan which includes Adobe Premiere Pro.

Is there a fix for this yet?

[Brad Mustow]

Definately doesnt like Gopro hevc files. I'm using hero 11 and no luck with Rush for over a year with lots of promises.

[Kevin-Monahan]

Hi @Brad Mustow,

Yes. The issue is often related to the subscription you have with Rush. Educational and enterprise facilities do have such problems. You may want to sort this out with your IT Admin. They can work with our enterprise agents via the enterprise dashboard and get the specifics of your issue and releated fixes. In other words, yours is a special case that is probably not solvable in a user to user forum.

Edit: @Brad Mustow, are you using HEVC 4:2:2 10-bit footage? It's not supported. That could be the issue. Let us know.

In the meantime, you can transcode the footage using Shutter Encoder to H.264 or ProRes. Sorry for the issues.

Thanks,
Kevin

[Kevin-Monahan]

Which subscription plan do you have @Tom26486281z505? Or are you using the "Starter" version of Rush. Let us know.

Thanks,

Kevin

[Tom26486281z505]

I'm actually using Premiere Pro, not Rush, and I get the same error. I'm on an Enterprise Subscription plan through the company I work for.

[Kevin-Monahan]

Hey @Tom26486281z505,

That's rather strange. If you are on PC, you may have to download the HEVC codec for support for those files. That would be what I'd try first. Otherwise, I would contact the IT Admin at your company and request that they log a case with Apple Enterprise Support. I hope the advice helps.

Thanks,
Kevin

[Tom26486281z505]

Hi Kevin - I have downloaded the HEVC codec from the Microsoft Store but I still encounter the error.

If you can provide a solution to this that would be very much appreciated and save me a great deal of time transcoding H265 to H264 🙂

Thanks
Tom

[Larry2583672859j7]

You should know that the posted solution works for very few people only.
Their dosen; seem to be much of an appetite at Adobe to fix it
correctly and permanently . Some people get relief messing around with
their subscription level. Many walk away for a different solution . good
luck

[JohanAckerman]

This Rush issue is unacceptable. Is there another application on can use that does not give these issues? I use Rush for basic editing and also seldom. I do not have time to waste with software not working

[Kevin-Monahan]

Hey @JohanAckerman,

Sorry to hear that. Which subscription plan do you have? The starter version of Rush doesn't support the HEVC codec because of royalty reasons from MPEG LA. If you have a paid subscription to Rush and are having problems, I hope we can assist you.

Edit: @JohanAckerman, are you using HEVC 4:2:2 10-bit footage? It's not supported. That could be the issue. Let us know.

Thanks,
Kevin

[Macgeekppc]

Still not working. I was told by Adobe chat that buying Adobe Express included the full version of Adobe Rush. Thought that might fix the HEVC issue, so I purchased it. Still the same error. I'm not trying to import drone footage as written in the pinned reply. Just trying to edit footage off my Canon R10 and Canon R5. So I canceled the Express subscription. Seems silly that Rush can't edit video from a Canon camera. 

[intercede007]

Yeah, it's been documented here that Premiere Rush is available with Adobe Express and a couple other packages and no where does it mention that being a "starter" version without HEVC support. I ended up buying the full Adobe suite for some work projects and only then did I ever get Premiere Rush working. 

Even though it's the "Premium" version available with Express, it only gives you the "starter" features. 

[Kevin-Monahan]

Hi @Macgeekppc and @intercede007,

Thanks for writing in.

Yeah, it's been documented here that Premiere Rush is available with Adobe Express and a couple other packages and no where does it mention that being a "starter" version without HEVC support. I ended up buying the full Adobe suite for some work projects and only then did I ever get Premiere Rush working. 

Even though it's the "Premium" version available with Express, it only gives you the "starter" features. 

By @intercede007

Thanks for reporting on that. Let me ask the team for some clarity on the Express issue. I am sorry about all this.

Best Wishes,

Kevin