I downloaded the HEIC extension and the instructions say to clean media cache, but I don't know how

[lynnm33347476]

In Elements 2020, I am trying to upload HEIC photos from my iPhone.   The instructions said to download an extension, which I did, and then clean media cache with Elements closed.  I don't know how/where to do this.  HELP!

[Moving from generic Start/Help forum to the specific Program forum... Mod]
[To find a forum for your program please start at https://community.adobe.com/]

[Greg_S.]

Delete all of the files and folders that are contained within the Common folder which may be found at:

C:\Users\[Your Name]\AppData\Roaming\Adobe\Common\

[lynnm33347476]

I don't have an AppData file under c:\users\[myname].

[MichelBParis · Accepted solution]

It's a hidden folder by default:

https://support.microsoft.com/en-us/help/4028316/windows-view-hidden-files-and-folders-in-windows-10

[lynnm33347476]

I found it and deleted the folders.  Hope it works.  Thank you!!!

[amyvegte]

I had the same problem, found this answer in the forum, and cleaned my media cache. It fixed my HEIC problem, but now my PSE 22 opens and runs extremely slow. Very very slow. Can I reverse the process of cleaning the cache or is there another fix for my new problem?

[amyvegte]

I had the same problem, found this answer in the forum, and cleaned my media cache. It fixed my HEIC problem, but now my PSE 22 opens and runs extremely slow. Very very slow. Can I reverse the process of cleaning the cache or is there another fix for my new problem?

[Greg_S.]

@amyvegte, now that the Organizer recognizes your .heic files, it is probably passing them through media analysis (face recognition, smart tagging and auto-creations).  This analysis can take a long time, depending on your computer specs and the size of your catalog, and it can slow down the performance of Elements.  To confirm if this is the case, go to Edit>Preferences>Media Analysis and uncheck all of the boxes.  Does this make a difference to the performance (after a reboot)?  If yes,  and you want to use the media analysis, you should check the relevant boxes and leave your computer running overnight (or over several/many nights depending on the size of your catalog).

If Media Analysis is not making any difference in your slowdown, what are your computer specs, how many photo and video files do you have in your catalog, and where exactly are you seeing the slowdown in Elements?

ADDED: One other thing for you to try is to Optimize the catalog, using the File>Manage Catalogs dialog.  This may help with drawing the .heic file thumbnails, although it can also take a while to complete.