Open HEIF and HEVC format files with Photoshop Elements 2020 and windows 10

[MagoJames]

Hi, I'm a Photoshop Elements 2020 user with windows 10, unfortunately I can't view photos and videos uploaded from my android phone, since they are in HEIF and HEVC format. I tried to download the suggested codecs and I cleaned the cash, but I didn't solve the problem. Can someone help me? Or by purchasing Photoshop Elements 2022, do I solve the problem? Thanks

[Greg_S.]

Elements 2020 should be able to view the .heic files. 

And are you talking about the Organizer, the Editor or both?  If you are talking about the Organizer, do the files import OK, and its just the thumbnail that can't be seen?

Are you able to view the files using the Windows Photo App? 

Which cache files did you remove?  You may need to delete the thumbnails cache, but I'm not sure whether that will fix your problem. 

Can you attach a sample photo just so I can confirm whether the file will open on my machine.  (I only have .heic files from an iPhone.)

And also post a screenshot of any error message you are receiving.

[Greg_S.]

. . .  and if the file can be imported into the Organizer, have you tried updating the thumbnail, using Ctrl+Shift+U?

[MagoJames]

First of all, thank you immensely for answering me, for me it means a lot, since I can't call Adobe support in Italian, but only in English. In fact, I write to you in Italian and the Google translator translates.
Actually it's a video problem that I can't see in both Organizer and Editor

[MagoJames]

 

[MagoJames]

Yes, I can see the video files with the Windows Photo app and also with other programs, but I can't see them in Photoshop Elements 2020 Organizer and Editor, I get the codec error I posted to you

[MagoJames]

The cache files that I removed are those of the following screen, I clicked on: "clear cache"

 

[MagoJames]

I wanted to post a video file to you, but it tells me that I don't have permission to upload videos

[Greg_S.]

Do you have a cloud account where you can upload the video file and give us a link?  Or, this forum may accept the file if you are able to attach it as a Zip file.

The error message is not unusual, and I have never seen a consistent method to fix it.  You can try uninstalling and reinstalling Elements.  And you can also try uninstalling/reinstalling the Microsoft extensions.  However, in the meantime, I suggest that you convert the video files to .mp4 format, using a free utility called Handbrake.  You can convert your files in batches.

If that doesn't solve the problem for you, perhaps post your question in the Premiere Elements forum.  The experts over there may have a better solution than I do.