Learn what to do when Creative Cloud apps cannot be installed or updated, and the system displays error codes 42 or 72 respectively.

Issue

Creative Cloud apps cannot be installed or updated using the Creative Cloud desktop app or a self-service package.

Error message

Installer was unable to access a critical file/directory. Please try installing again. (Error Code: 42) or (Error Code: 72)

Environment

Windows

Before you start

  1. Navigate to C:\Users\[User Name]\AppData\Local\Temp\CreativeCloud\ACC.

  2. Open the ACC.log file inside the ACC folder, and look for the following error log: | [ERROR] | | ACC | LBS | WorkflowManager | | | 7248 | PIM Validation Failed:Process certificate didn't match to Adobe certificate! CANameChain:

    If you get this error, check the digital certificate for your files.

  1. Navigate to C:\Program Files (x86)\Adobe\Adobe Creative Cloud\ACC.

  2. Right-click Creative Cloud.exe, and click Properties.

  3. Go to the Digital Signatures tab, and click the Details button.

  4. The message This digital signature is OK appears under Digital Signature Information. Any other message causes Error 42 or 72 to occur. 

How to fix errors 42 and 72

Install all available Windows updates and check if the issue is fixed.

If updating Windows does not solve the issue, you are getting this error because Windows is unable to validate digital certificates. Try the give solutions one by one. Proceed to the next solution if the preceding solution doesn't work.

Solution 1: Disable Group policy

Follow the steps below to disable Group policy responsible for preventing certificate updates.

  1. Search gpedit.msc in Windows Search to open the Local Group Policy Editor.

  2. Navigate to Local Computer Policy Computer Configuration Windows Settings Security Settings Public Key Policies Certificate Path Validation Settings.

  3. In the Certificate Plan Validation Settings Properties dialog, go to the Network Retrieval tab and select Define these policy settings.

  4. Select Automatically update certificates in the Microsoft Root Certificate Program if deselected.

  5. Review the ACC.log and digital certificate again to check whether the error is still present.

    If you don't get the error, try installing the app again. If you still get it, proceed to the next solution.

Solution 2: Install the latest digital certificate

Download and extract the certificate below, and install it in the Trusted Root certification authority.

Download