Hello @hadenb31583781,
I read your post. Welcome to the forum. The Rush forum is user-to-user based with my team (we are all experienced editors) and me moderating and helping if we can. We work for the @AdobeCare support team, if you are familiar with our work. I wish there was an "easy button" to solve this issue for all users, but it's not possible. I wish! I do understand the frustration, especally if you are a paid user.
Sorry, our video apps support staff is limited on weekends. It's been that way for as along as I've worked here, and I've been here for ages. Apologies on that one. General support should be available but this seems to be a tricky problem with multiple potential solutions and that requires our team. In the chat, ask to be connected to the "video queue" to ensure you're getting support from our specialists. They are available M-F 7AM to 7PM PST.
The HEVC codec is not supported for the "starter" (free) version of Rush, so the first thing you should check is your subscription level. If you have the Photography plan, for example, you are on the starter version, not the paid version. Many people on the Photography program think they are on the paid version. So, check your subscription level to get started with troubleshooting.
I realize it's an export problem, but I would want to know what kind of footage you are editing with, first of all. It could be problematic if it's not 8-bit 4:2:0 footage at 4K or 1080p, it might not work.
If it is not this kind of footage, and you have a paid subscription, have you tried transcoding the footage before editing with it? Adobe Express has a quick action that does just that. If on desktop, try Adobe Media Encoder. If that is not available, try the donation-ware, Shutter Encoder. Having the right footage is very important to Rush, as it was developed several years ago.
I would also want to know which export setting you are using. That would be great.
Are you editing on a desktop computer or a mobile device? It would help to get the specs on that device so we can compare them with system requirements, to make sure you have the right hardware.
The thread does have some useful steps in resolving the issue, for example, here's a newer one: https://community.adobe.com/t5/premiere-rush-discussions/this-file-requires-the-hevc-codec-which-is-included-with-a-creative-cloud-membership-to-upgrade/m-p/15141182#M25249. I hope it works for you!
You're right, solutions could be clearer if the thread was edited and cleaned up. I hope to find the time to consolidate it and throw out all the rants.
I hope we can help solve your problem if you give us more information. Please start a new thread if would like to break out of this thread. Sorry for the frustration.
Thanks, Kevin
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