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Adobe Creative Cloud has moved to native Operating System (OS) support for Dolby Digital decoding (reading Dolby files) and is no longer providing support for encoding (writing) Dolby Digital and Dolby Digital Plus sound formats in the current and future releases of Creative Cloud.
Adobe recommends that you update to the latest version of your Creative Cloud softwareand updating to a more secure operating system (Windows 10 preferred). If you’re unable to do so, please contact the Adobe Customer Care team.
If I had known this, I wouldn't have updated the program this time. I updated to Windows 10 on another PC and its been a mess. I know a lot of other pros feel the same way.
I'm having the same issue. No clue this would happen. My files don't have audio now.
I'm having the same problem. Please find resolution without the need to upgrade to Win10.
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The same issue ... I also do not want to upgrade to Win10, It is not your business Dear Adobe to press me to upgrade Windows.
Adobe, you — up this. Please give us solution to be able use the software we pay.
Moderator note: do not use profanity, even if implied. It is against our community guidelines.
I'm having the same problem...
Most of us here are pros, we work against tight deadlines and chances are we won't be able to deliver on time and -most importantly won't be able to use the product we pay for-, only because we made the mistake to this update clueless of the fact that we would be missing our audio files. This is outrageous...
I did this wrong update too, miss all audio now!
How to roll back to CC2017,
Creative cloud only can reinstall to premiere CC7.0
All of my Premiere CC2017 projects can't open now!
What can I do?
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Same problem here. Can't get the company I work for to update my machine to Win 10, can't roll back to the 2017 version....can't do my job. This is a pretty serious problem here.
Edit - A staff reply briefly offered this link in case anyone wanted to install the previous 2017 version. Seems to work for me, though I also have to install the 2017 Media Encoder.
In the old days we installed the ac3 filter.
Would that work?
I would agree that this should have been made more obvious. But at the same time, professionals should know enough not to test out new versions of software on a production machine in the middle of a project.
I find it annoying that i can no longer (i can just reinstall 2017, but i wont) write mpeg2 dvd files with dolby digital. I would hope that no longer paying Dolby would lower the subscription price for CC.
As for people still running old operating systems like 7 and under (hell even 8.1) I need to say, "update your computer". In this age of cyber security problems, you are being very foolish not keeping you computer updated. But if you or the company you work for don't mind being soft targets and possibly losing everything to encryption hacks, then have at it. If you are having trouble with 10 then hire someone to upgrade or clean install 10 for you.
I have the same problem. From my research, it appears it's a licensing issue between Microsoft and Dolby. The Dolby decoder is now only on Windows 8 and above as part of the operating system codecs. I am on Win7 and you can't get it anymore.
I was online with Adobe chat for over 4 hours (most of it waiting to connect). Their solution last night was to reinstall Premiere CC 2017 on my computer. After I restarted my computer and checked CC 2017, the Dolby issue was still there. No audio on MTS files. Who knows what else? On CC 2017, the Dolby dialog box came up for me to install the codec, but nothing happen. Most likely no plugin/patch to download anymore. So, both 2017 and 2018 have the same issue with no Dolby installed.
The last ditch effort I tried was to do a system restore. And surprise -- It worked again on. That might be an option. But, I'm not sure what damage this has caused with other parts of the program(s).
Richard, I have a similar issue. I'm having audio problems (I can hear the audio it's just out of sync). Reverting back to 2017 didn't help, it just prompts for the Dobly codec, hit OK, doesn't help.
My difference is on Windows 10 so I'm told this shouldn't be a problem at all.
I may try the system restore, I have little to lose at this point.
I find it hard to believe any of us refusing to downgrade to a subpar OS such as Windows 10 is acting foolish. Ever since launch it was a garbage operating system. Security problems? That should not be a problem to anyone with a tiny bit of basic knowledge.
I also have this issue and I'm on Win 7, yet another update that broke things, added what again?, and now we are behind schedule. Good job Adobe.
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RIght. Contact Adobe Support for the idiot test. Here's the transcript:
Bhaskar: Please allow me 1-2 minutes to review your account details.
Bhaskar: Hi Donovan
B Donovan: Hi.
Bhaskar: can you confirm me the OS version you are at?
B Donovan: Windows 7
Bhaskar: I understand what you are trying to do here, let me explain why this has happened. Premiere Pro CC (2018 release) no longer possess the codecs necessary to export your project into Dolby 5.1. Adobe has moved to native OS support for reading/decoding Dolby files with Creative Cloud products. Both Windows and OS X operating systems (Windows 8.1 or above and Mac OS 10.11 or above) contain this native support.
B Donovan: Yes, I read all about it. Doesn't help me at all
Bhaskar: you need to upgrade the OS or downgrade the version of the application
B Donovan: Downgrading to CC 2017 no longer has the Dolby Codec available. It was deleted with all of the CC 2017 files.
Bhaskar: there is no other option
B Donovan: By the way, upgrading to Windows 10 is not free anymore. It costs $119 to get it. I had AE and Pre Pro 2017.
B Donovan: No OPtion? Okay, well thanks anyhow.
Bhaskar: you a re welcome.
Bhaskar: You are going to receive a customer satisfaction survey. I would appreciate it if you fill it out. Thank you, goodbye!
Yeah...to the guy who said contact support - I DID
All of my raw video files were, suddenly, unrecognizable.
Tech support's response? We don't support Dolby anymore. In other words, they have no clue how to fix the problem. And go away!
Fortunately, I found out that all I had to do was add an extension to the raw file and Premiere would work. Unfortunately, I now have to do that to over 400 video files.
And...of course, two hours out of my work day - shot and gone to hell and I'll never see those two hours again.
I'm stunned that Adobe can throw folks, like me, who have used PP for at least a decade under the bus.
Oh...and they have no more regard for MACs than they do Windows.
What a way to run a business!
P.S. Can't wait for MY customer survey. Not that anyone reads them, OBVIOUSLY!
I'm curious. What extension did you use?
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I find it hard to believe any of us refusing to downgrade to a subpar OS such as Windows 10 is acting foolish.
I kind of think you are. There's nothing seriously wrong with 10 that can't be corrected pretty easily.
Perhaps you believe in Windows 10. I've no doubt it's good stuff. But what you may have missed in a previous post of mine is that Windows 10 is no longer a free upgrade. The "Home" version is $119 and the "Pro" version is $199. So, for some, that's a cash outlay that we would have to pay in order to fix our problem with PrePro 2018. It almost flirts with extortion.
Add that to the fact that some of our Windows 7 software and 3rd party plug-ins may not work in 10, we probably will have to spend more money to upgrade those.
All a moot point. Just saying we don't need salt in our costly wounds with you preaching the gospel of Windows 10 to us. I hope you understand.
I'm sorry but i find this disturbing. i would not have upgraded had i known this.
I'm also having this problem, looking through this forum is disappointing to see others having this problem too with no solution other than upgrading to Windows 10 which I am not able to do. This sucks. Adobe have screwed up here!
I believe that it is due to a licensing issue between Dolby and Adobe, not between Dolby and Microsoft. You see, Windows 7 has always required third-party software or codec packs for Dolby Digital support even for decoding to begin with. And Dolby has recently increased the licensing fees to use the Dolby Digital encoders, which resulted in Adobe opting out of paying Dolby the significantly higher licensing fees. The other option would have been Adobe raising the subscription prices significantly for Premiere Pro and some other CC programs to compensate for the drastically higher licensing costs from Dolby.
All because the company does not SELL a product but LEASES it to you monthly, moving to Subs was a pain enough, but now because of that methodology they can now just update our software and pull such vital support from it with NO WARNING.
This should have been an update, with a MASSIVE splash screen upon loading that warned you this was going to happen.
Had this been a program i just purchased and owned in full this would not be an issue.
They just would have ceased updating it, and that would have been fine, and given me time to look at alternatives, meanwhile it still works, just does not get funky new features.
As it is I know have a project in full swing which has ceased to be functional in the software and the best the can come up with is 'Update the entire OS of your system'
As if that's as simple as updating the PP software.
Bull... utter bull.
Now to mad panic find another product to purchase, so i can get my work completed in any form of timely fashion
I have had it with Adobe.
1 simple step and you have rendered your service useless to me.
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Since i cant figure out how to fix this issue in adobe i decided to convert the video with the AC3 audio with an external video converter and downloaded audacity to edit my AC3 audio (unfortunately you will likely have to export that edited audio to mp3 or something supported by premiere, audition etc.) you may have to follow this to use AC3 in audition: How to Open & edit Dolby Digital AC3 audio with Audacity « Audacity :: WonderHowTo
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Releasing this update without a clear upfront warning that it might require a major system upgrade & simultaneously render past projects useless is an epic fail on Adobe's part. Dunno if its the result of fundamental incompetence, a case of over weaning arrogance or a combination of both. Do upper level managers at Adobe know this happened or are the project managers covering it up? Does anyone at Adobe even care that they inflicting unnecessary difficulties and delays on their customers that could cost those customers money, time and possibly lost business?
In any case, for others in the same boat, I am using Pegasys TMPGEnc Video Mastering Works to transcode my .ac3 files into .wav so I can use them in editing in Premier and also to convert Premier audio tracks from projects into Dolby for DVD mastering. I have been using TMPGEnc for years. It has the ability to transcode a wide variety of formats.
For more info, trial downloads etc go to:
Hope this helps.
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I have been using premiere elements for years. I finally decided to upgrade to premiere pro 2017 cc on a trial basis.I learned the interface for the most part in one long day and loved it made my workflow and quality of projects great. I did a project the next day utilizing the multi cam edit and keying effects WORKED GREAT on my .mts and .mov files. Well the next day it wanted me to upgrade, not being that familiar to pro I performed the upgrade. Now cant import any audio files from my .mts videos. I rolled back to pro 2017 and get the same error. I tried all the solutions from this page and others to no avail. Called support after waiting for 20 minutes and explaining my problem they said they will call me back in a half hour. YA RIGHT. well of course they never called back and I'm glad I have not invested in the cc monthly payments. I'm really disappointed that this happened as I was planning on ramping up my video projects looking forward to working in premiere pro. Sorry for babbling just wanted to get that off my chest. P.S. Had to purchase new version of Photoshop because my version did not support the raw .NEF files from my new Nikon THAT'S RIDICULOUS.
UPDATE: I found a solution that works great for me. I took all my project .mts files and batched them thru Wondershare video converter.I converted them to .mov and all works well with good audio import. To batch 12 small .mts clip took about 12 seconds so not so much a big deal until Adobe can rectify the problem. Thanks Roy
Reverting to the old versions worked for me. For projects I'd already upgraded before discovering the problem, I just found the most recent auto-save and got everything back to normal. I'm breathing a pretty big sigh of relief right now. I'm told the company where I work won't consider upgrading OS until next year at the earliest.
Absolutely. Well said mate.
This should have been an update a MASSIVE splash screen
I definitely agree with that, but..."they" didn't update your software.
You did. On a production machine. Without testing it first, apparently. That's your fault.
I just updated and have the same issue. I cannot believe that Adobe screwed us again. I need to finish this job. No clue how to get my audio to work. Adobe is an unethical company who thinks of profits only. How can they just eliminate dolby? They have no fix and do not care. Need to move back to Final Cut
So you are saying there is no way to fix this and I cannot edit my footage and need to buy a different camera? Are you serious? How can the company totally screw their customers? Tell me how I finish this project by Monday without audio. This is insane and a crime
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That link that Adobe Staff keeps giving this forum is just a general support page. I need to talk to some one. This is so insane. I'm sick to my stomach and super stressed. I have the director of this doc that I'm editing come over on Monday to fine tune the edits and I'm now spending my weekend trying to figure out how to open the thing. Someone help. I have PP 2018 on Window 7. I like Windows 7 and don't want to change that. I use to be able to reinstall the previous version when Adobe did stuff like this to us. And let's face it, Adobe does this to us regularly.
ADOBE GIVE US A SOLUTION!!! And don't send us to some general support page again. That page is how we got to this forum.
Ann, you might be a lifesaver. I'm in the process of reinstalling 2017 as we speak. (crossing fingers)