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Why is Rush not working unless the HVEC codec is installed?

Explorer ,
Nov 17, 2023 Nov 17, 2023

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Doesn't even work without HVEC codec which it doesn't have. WTF?

 

Mod note: TItle was changed to reflect the problem.

TOPICS
Error or problem , Export , Performance

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correct answers 1 Pinned Reply

Adobe Employee , Nov 17, 2023 Nov 17, 2023

Hi @Rafaelis,

I read your message. You are having trouble working with HEVC footage in Rush. Is that right? If so, it may be because you are working with the "starter" version of Rush. That version does not support the HEVC codec. Which subscription do you have? https://helpx.adobe.com/premiere-rush/kb/starter-paid-rush-upgrade.html

 

If you need to stay on the starter version, you can work around the HEVC limitation by shooting H.264 footage instead and everything will work fine. Check your cam

...

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Adobe Employee ,
Nov 17, 2023 Nov 17, 2023

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Hi @Rafaelis,

I read your message. You are having trouble working with HEVC footage in Rush. Is that right? If so, it may be because you are working with the "starter" version of Rush. That version does not support the HEVC codec. Which subscription do you have? https://helpx.adobe.com/premiere-rush/kb/starter-paid-rush-upgrade.html

 

If you need to stay on the starter version, you can work around the HEVC limitation by shooting H.264 footage instead and everything will work fine. Check your camera settings. For iPhone, you set the format to "most compatible." Try a test with H.264 and see if you have a better experience. Sorry for the negative experience. Take care.

 

Thanks,
Kevin

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New Here ,
Dec 29, 2023 Dec 29, 2023

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This Adobe employee is mostly clueless.  Dont listen to him.  He obtained his information from other misguided posts.

 

And I am reluctanct to educate an Adobe employee when Adobe should be handling that.

 

But to put it this way, Adobe is trash, and you should find another solution.

 

If you need more specifics; it is because they "updated" Rush and when they did so they broke the mechanism that provided HEVC.  But that isnt your or my problem.  And it really isnt out duty to fix their broken software, especially when they provide you with misinformation about what the problem is.

 

Truth is they should find someone like you to do software testing for them, or do it themselves and discover these issues in testing and staging phase before they promote this version to production.

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Adobe Employee ,
Dec 30, 2023 Dec 30, 2023

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Hello @J34504791jtxu,

Welcome to the forum. Thanks for writing in with your comment. Please read the Adobe Community Guidelines so you can be more familiar with those. Use them to help guide you when writing posts. https://community.adobe.com/t5/using-the-community-discussions/adobe-community-guidelines/td-p/47881...

 

quote

This Adobe employee is mostly clueless. Dont listen to him. He obtained his information from other misguided posts. And I am reluctanct to educate an Adobe employee when Adobe should be handling that.

 

It's fine to criticize Adobe and its products in Adobe Community forums, but please don't attack fellow contributors (including Adobe employees). We are your colleagues and are all here volunteering time, so we ask for mutual respect and support here. Thanks for that.

 

I'm sorry if you do not think my information is correct. I'm also an editor, a Rush user, and have supported Rush since the app came out. I speak directly with the product team regularly. FWIW, I do not experience this problem.

 

My responses are guided by the many posts I've handled on the topic. Though the problem can arise because of various reasons, the issue is usually related to licensing and using the Starter version of Rush.

 

If you are operating on Windows, there is also a possibility that the HEVC codec needs to be installed int your system. I always ask for users to check those things first. I apologize that the dialog box doesn't really help editors fix the issue.

 

As far as I know, there was nothing that broke the HEVC codec in any build of Rush, including the current one. Are you experiencing the problem too? If so, the community would need more information about your application version, system, and media to verify a bug like that. If that bug can be reproducible on Windows or macOS, I would be happy to advocate for a fix on your behalf.

 

If you are in need of one-to-one support, feel free to contact our agents here: https://helpx.adobe.com/contact.html. Ask for the "video queue."

 

Sorry for the frustration on this issue.

 

Thanks,
Kevin

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