HEVC problem Adobe Elements

[ITN31194349b67r]

If we want to convert media, .mov from Iphone we keep getting this message:

We get the message:

You must configure your system to import HEVC or HEIF media. Click learn more to learn how to import these formats.

What we did:
We followed the steps for installing the HEVC video extension. We also deleted the Cash. 
Booted computer several times and tried several times. The same message keeps coming up every time. 
Who has the solution?

We use the link below:
https://helpx.adobe.com/nl/premiere-elements/using/hevc-decoding-on-windows.html

[Bill Sprague]

Please review this topic:  https://community.adobe.com/t5/premiere-elements-discussions/faq-what-should-i-do-if-premiere-elemen...

[Ann Bens]

I am guessing you mean edit phone footage.

If you want to convert use Shutter Encoder encoding|converting video FREE PC|Mac 

You are not the first. Many users cannot get H.265 to work.