.mov upload issue (Missing Codec)

New Here ,
May 17, 2018 May 17, 2018

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I have a customer who recently started having issues with uploading .mov files into Premiere elements 2015. 

He is running windows 7  and had quicktime 7 installed on the PC. I am not sure why these files are not working.

Sometimes the audio will upload with a black screen and other times they get the error message that the codec is missing.

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Adobe Community Professional ,
May 17, 2018 May 17, 2018

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Without more detailed information about the source of the .mov files and the target computer, the only guess can be pending hardware failures.  Premiere Elements 15 is a stable program for thousands of users.

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