This was my reply from Customer Support. Looks like they didn't read this thread.
Customer Support Response2019/05/13 14:52
Hi Stephen,
Thank you for contacting CyberLink Technical Support.
We understand that you have concerns importing H-264 file on your PowerDirector 365 software. We are more than willing to assist you.
With reference to your query, please try one or more of the following solutions below to further isolate your concern if applicable:
1. Kindly check if there is an available update for the software on the CyberLink Application Manager.
2. Check the minimum system requirements. Make sure your system meets the minimum requirements for the software. You may the minimum requirements here:
https://www.cyberlink.com/products/powerdirector-video-editing-software-365/specs_en_US.html
3. Update graphics card driver to the latest. You can download the latest driver from the AMD or NVIDIA or Intel’s website listed below. If you have any problem installing graphics card drivers, please contact your computer manufacturer or the manufacturer of the display and sound cards for the latest drivers.
AMD:
http://support.amd.com/en-us/download
NVIDIA:
http://www.nvidia.com/Download/index.aspx
Intel:
https://downloadcenter.intel.com/
4. Check whether the installed drive has enough space on it. This is because a large amount of memory space is required for buffering.
5. Make sure you are logged in as an Administrator. If you lack administrator access privileges, the CyberLink application might be unable to access the necessary files it needs.
If the concern still persists, we would like to ask for the following information please see below:
1. DxDiag.
1.1. Press the Windows key and type dxdiag in the search box.
1.2. Click on Dxdiag.exe.
1.3. You will see a green progress bar in the bottom-left of the DirectX Diagnostic Tool window while the program is gathering information.
1.4. When the progress bar disappears, it means your report is ready.
1.5. Click Save All Information.
1.6. Save the file to your desktop (make sure it is saving as a text file) and give it a name you will remember.
2. Full Screenshot of the Product Version
2. 1. Launch the software.
2. 2. Click Logo of the software or the word of the software to see the Product Version or SR number.
3. Screenshot of the error message if there is any.
4. Kindly provide us with the source video file that you are importing on your PowerDirector software through any Cloud Storage like Google Drive or Dropbox and then send the link to us for us to download the files for further checking.
You may refer to the articles below to get a sharable link for the cloud storages.
For instance, Google Drive:
https://support.google.com/drive/answer/2494822
1. Upload the file to Google Drive.
2. Refer to step 2 in the article "Share a link to the file".
3. Get the sharable link of the files, and give the links to us.
For Dropbox:
https://www.dropbox.com/help/files-folders/view-only-access
1. Upload the file to Dropbox.
2. Refer to the section in the article "How to share a link to a file or folder".
3. Get the sharable link of the files, and give the links to us.
For Microsoft OneDrive:
https://support.office.com/en-us/article/share-onedrive-files-and-folders-9fcc2f7d-de0c-4cec-93b0-a82024800c07
1. Upload the file to OneDrive.
2. Refer to the section in the article "Share -> Get a link".
3. Set the share link as "View only"
4. Get the sharable link of the files, and give the links to us.
To take a full screenshot:
1. Press PrtScrn on the upper right side of the keyboard.
2. Open Windows Paint (press Windows button, type the word Paint then click on the result to open the program).
3. Paste the screenshot (press Ctrl+V), then save the file (in .jpg format).
Please feel free to contact us back for further clarification or assistance related to CyberLink Products. Use the link below to get back to us:
https://membership.cyberlink.com/support/service/technical-support.do
Thanks and Regards,
Rhon
Cyberlink Technical Support