Problems with HEVC / H265 Iphone .MOV files

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  • Updated 4 weeks ago
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One computer can't add HEVC Iphone .MOV files to Camtasia 2019.

They are running the latest version of Camtasia as of Today - Another computer on their network has no problems with the same .MOV files. We have installed the Microsoft HEVC codec from the store and they are running Windows 10 1903.

Windows now plays the video files perfectly after installing the codec but Camtasia just plays the audio with no video.

I have updated to the latest version of the Intel graphics driver, I've tried Software Rendering and legacy options (Quitting and re-running each time) but its still the same.

The PC is an i5-8700 so new gen i5 processor.

Any reason whyt we can't use them on this computer??
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matt

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Posted 1 month ago

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Joe Morgan

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Camtasia doesn't support H265.
To the the current list of supported formats.................https://support.techsmith.com/hc/en-us/articles/203728978-Camtasia-Windows-Supported-File-Formats

Regards,Joe

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matt

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According to other posts I've read they do support H265/HEVC in the lastest version(s) on Windows 10 with the Microsoft Codec installed. That is the case on the other computer - It works perfectly but on this one it imports ok but only plays the audio.

Is this one of those cases where its supported........ sort of.

Be good to get an official answer.
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Joe Morgan

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Your guess is as good as mine. This post suggests older versions of windows work without intervention.
https://feedback.techsmith.com/techsmith/topics/h-265-support?topic-reply-list[settings][filter_by]=...

Some other information is posted as well. If the codec were officially supported, It might make all the difference.
Did they import the video to the other computer using The TechSmith Fuse app? https://www.techsmith.com/tutorial-fuse.html



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matt

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They just transferred the videos off with Windows Explorer straight from the phones storage. They are sitting on a NAS and one machine is happy, one is not. Pretty odd.

Everything indicates that assuming you have 10, have the Codec from the Microsoft Store and especially if you have hardware decode support which the newer Intel processors do it should work - The question is whether that's a strong "SHOULD" ;)
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Joe Morgan

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Your best shot at resolving this? In my opinion, Is to contact support.

 

This is a Free Service............... Submit a ticket

       https://support.techsmith.com/hc/en-us/requests/new

Or call, >>>

 Toll Free: 800.517.3001 (U.S. & Canada Only)

8:00 AM to 7:00 PM EST Monday through Friday

Regards, Joe

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matt

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Thanks Joe - I've done that - In a quick search I didn't find a direct support contact option - It was all forum based.
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Richard Humphrey

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Would love to know if you get this all sorted and what the fix was. ( if there is a fix)
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matt

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Hi Richard - I did fix it - It appears Microsoft have two different HEVC codecs, one that works that is free (But maybe isn't supposed to be for all?) and one that you pay for that doesn't work.

So we'd payed the 1USD for the HEVC codec that was suggested when we double clicked a Video from from an Iphone and that allowed Windows to play the video but Camtasia still wouldn't work with it.

Then people in the forum and support suggested this one

https://www.microsoft.com/en-us/p/hevc-video-extensions-from-device-manufacturer/9n4wgh0z6vhq?irgwc=1&OCID=AID2000142_aff_7593_159229&tduid=

Which is "From hardware manufacturer" and appears to be supposed to be for specific users of a vendors hardware or something.

We downloaded that and it still wouldn't work in Camtasia, so then I went into Apps and uninstalled both this one and the paid one and then re-installed this free one and now the videos work perfectly so go figure.

I felt I should come and report back as there is nothing more frustrating than a forgotten thread with no answers - I hope this works for others.