Unable to Encode due to HEVC Codec Error

[Kelsey Todd]

I have a paid plan for creative cloud, yet when I try to queue up and export my media from Adobe Media Encoder, I get the following error (see image). 

This is a recent development. I've been able to export videos via this method for months now. I haven't changed any system files. 

Thanks for any help you can offer. 

-Kelsey

[Jeff Bugbee]

Can you try completely signing out of Adobe CC, quitting all apps (including the CC desktop app), then relanch the CC desktop app and sign back in?

[Kelsey Todd]

Not yet, but I have uninstalled and reinstalled media encoder. I'll try this next and get back to you. Thanks. 

[Kelsey Todd]

Hi, I tried this and I'm still getting the same error message. 

[Chrisgrind]

Did you find a solution for this? I have the same issue.

[Jeff Bugbee]

Are you on the latest verson of Premiere/AME?

[Chrisgrind]

Hi, Jeff,

Thanks for getting back to me.

Yes, latest version (although issue was occuring before I updated as well...was problaby ~3 months since I'd last updated. I last exported with success in April 2021, so it was working then, but I haven't used premiere since, and updated last week prior to starting a new project.

I get it both with export, or trying to create proxies (I first noticed while trying to setup proxies).

CC subscription active and vaild, although I am using a company account where we get discounted (still at a cost) personal computer access. I am wondering if this is the cause. I tried to contact Adobe support, but told as its a company account, I can't use Adobe help. 

Uninstalled and reinstalled both premiere and media encoder twice. First time without reboot in between, second time with reboot to ensure i was logged out/in of CC as per your advice above.

After install, tried logging out/in to CC as per your advice above. Same result.

Purchased Microsoft HEVC , same result (saw it was suggested elsewhere).

Any advice welcome.

Thanks

[Jeff Bugbee]

The HEVC codec is available to Adobe users with a paid subscription. You should have access to it. I've seen a case where a person with a valid subscription received that error and they had to resolve it through Adobe support as their account was still somehow flagged as a trial and thus ineligable for the codec.

You should be able to use Adobe Support even with a company account. You may have to initiate the support case through your IT department (or whoever is paying for your subscription). Just mention you think your account is flagged as a trial and you are unable to download the HEVC codec.

[Chrisgrind]

thank you, I will try that.

[Chrisgrind · Accepted solution]

Hi Jeff,

Aparrently our agreement with Adobe had changed and they had to migrate my account to the new agreement. So this is now sorted, thanks.