Video doesn’t open or import correctly (HEVC / H.265) – Windows
If a video doesn’t open, shows an error during import, or opens with audio only on Windows, it may use the H.265 (HEVC) codec.
HEVC requires system-level support on Windows. If this support is missing or incomplete, the file may not work correctly in Movavi.
HEVC requires system-level support on Windows. If this support is missing or incomplete, the file may not work correctly in Movavi.
Common symptoms
Here are some common signs of this issue:
- the video file doesn’t import into the program
- the file is added, but the preview is black or empty
- the video opens with audio only
- pop-up message appears when importing the file
- the file opens in some players, but not in Movavi
Why this happens
H.265 (HEVC) is a modern video codec that:
If Windows does not have the required HEVC support, the file may not play or import correctly.
- is commonly used by phones, screen recorders, drones, and cameras
- requires additional system components on Windows
- depends on hardware and OS support, not just the program itself
If Windows does not have the required HEVC support, the file may not play or import correctly.
Quick check (start here)
Before changing anything:
- Try opening the file in Windows Movies & TV or another system media player.
- Try importing a different video file into Movavi (for example, an MP4 encoded with H.264).
Step 1: Install HEVC support on Windows
On Windows 10, HEVC support may require an additional system component.
⚠️ HEVC decoding is only possible if your computer hardware supports it. Installing the add-on alone may not be sufficient on older or unsupported systems.
- Download the HEVC add-on
- Install the add-on
- Restart your computer
- Try importing the H.265 file into Movavi again
⚠️ HEVC decoding is only possible if your computer hardware supports it. Installing the add-on alone may not be sufficient on older or unsupported systems.
Step 2: Convert the file to H.264 (recommended workaround)
If the file still doesn’t open, convert it to H.264, which is supported on all systems.
Using VLC media player (free)
Using VLC media player (free)
- Download VLC
- Open VLC.
- Go to Media → Convert / Save.
- Click Add and select your H.265 file.
- Click Convert / Save.
- Under Profile, choose:
- Video – H.264 + MP3 (MP4)
- Click Browse, choose a name and location for the output file.
- Import the converted file into Movavi
Step 3: Change recording settings for future videos
If your files come from a phone or mobile device, you can change recording settings to avoid HEVC.
iPhone
Android
iPhone
- Open Settings → Camera → Formats
- Under Camera Capture, select Most Compatible
Android
- Open Camera → Settings → Video / Preferences
- Find Video Encoding
- Select Most Compatible (H.264)
Important notes
- HEVC support depends on Windows version and hardware capabilities.
- This issue is related to video decoding, not to license or activation.
- Converting the file does not reduce program functionality.
When to contact Movavi Customer Service
Contact Movavi Customer Service if:
Include:
- the file is not HEVC but still doesn’t import
- the issue persists after conversion
Include:
- your Windows version
- a screenshot and description of the issue
- the video file and its source (phone, recorder, camera)
+1-855-5220335
The phone is available Monday to Friday from 08:00 AM to midnight UTC / 01:00 AM to 05:00 PM PST
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