My Pro CC can't load h.265 mp4 files.

[yoonhoc45311412]

Yes I paid user.

But everytime when I tried load hevc files (record by gopro 7)

Premiere shows this

It can not installed. and when I open that folder, It just damn empty!

So I delete that folder, Delete media cache, Delete premiere, And Reinstall

and retry.

No. it is fail.

then, I delete whole adobe folder in program files, program files(x86) include users folder.

Fail again.

Please solve this situation.

[Ann Bens]

Might want to contact customer care and ask for video queue.

Contact Customer Care

[yoonhoc45311412]

When I choose to troubleshoot. they guide to this forum.

problem unsolved.

[Ann Bens · Accepted solution]

Select Creative cloud first then Premiere: that will bring you to phone or chat.