What computer operating system is your Premiere Elements 13 running on? Had you updated 13 to 13.1 yet?
Does the problem exist with and without the antivirus and firewall(s) disabled?
Is this a "it worked before but not now" or "it never worked before" issue?
If this is a new program for you
a. Do you have the latest version of QuickTime installed on the computer along with Premiere Elements?
b. Are you running the programs as administrator?
Please review and consider and then we will have the information to decide what next which may include: Knowing Windows or Mac will help us to define some paths for you to explore.