Error A12E1 when installing the Creative Cloud Desktop application or updating or installing Creative Cloud applications

We've encountered the following issues:

Sorry, there seems to be a problem with the installation process (Error code: A12E1). For troubleshooting tips, visit our customer support page.

Note:  The example below is the most common version of the error, although the text around the error code does have multiple forms.

We've encountered the following issues Sorry, there seems to be a problem with the installation process (Error code: A12E1). For troubleshooting tips, visit our customer support page.

Try the solutions in the order listed below 

Note for Mac OS users: You can receive this error when you attempt to install on a drive formatted with the HFS+ Case Sensitive file system. The HFS+ Case Sensitive file system is not supported for installation of Adobe Creative Cloud. The following solutions don't resolve the issue. It's necessary to install on a drive that has been formatted with a supported file system. For more information on case-sensitive drives, see here.

Solution 1: Close conflicting processes

Windows

  1. Open the Task Manager (Press Ctrl+Shift+Esc).
  2. Click the Processes tab, check for the following processes
    • AAM Updates Notifier.exe
    • AAM Registration Notifier.exe
  3. Highlight any found and click End Process.
  4. Attempt the installation again.

Macintosh

  1. Open the Activity Monitor (Applications > Utilities).
  2. Check for the following processes:
    • AAM Updates Notifier 
    • AAM Registration Notifier
  3. Highlight any found, click the Force a Process to Quit button, and choose Quit.
  4. Attempt the installation again.

Solution 2: Restart the computer

This step closes down potential third-party conflicting processes which are not listed in Solution 1.

Solution 3: Reinstall the Creative Cloud desktop application

Windows

  1. Click Start > Control Panel.
  2. Double-click Programs and Features.
  3. Select Adobe Creative Cloud and click Uninstall.
  4. Follow the onscreen instructions.
  5. Use the Creative Cloud Desktop application to download and install the application.
  6. Attempt the process again.

Mac OS

  1. Go to Applications > Utilities > Adobe Installers.
  2. Run the Adobe Creative Cloud Installer to uninstall.
  3. Follow the onscreen instructions.
  4. Use the Creative Cloud Desktop application to download and install the application.
  5. Attempt the process again.

Solution 4: Reinstall the Creative Cloud desktop application using the Cleaner Tool

Windows

Note: These instructions include navigating to hidden folders. Review these instructions to access them: Show hidden files, folders, filename extensions

Note: The folder locations below are for 32-bit Windows. On a 64-bit OS, use "Program Files (x86)" instead of "Program Files".

  1. Choose Start > Control Panel.
  2. Double-click Programs and Features, select Adobe Creative Cloud, and click Uninstall.
  3. Follow the onscreen instructions.
  4. Follow the instructions after clicking the Adobe CC Cleaner Tool link to remove the Creative Cloud Desktop.
  5. Verify that the following folders have been removed:
    • C:\Program Files\Adobe\Adobe Creative Cloud
    • C:\Program Files\Common Files\Adobe\AAMUpdateInventory
    • C:\Program Files\Common Files\Adobe\AdobeApplicationManager
    • C:\Program Files\Common Files\Adobe\OOBE
    • C:\ProgramData\Adobe\AAMUpdater
    • C:\Users\[Your User Name]\AppData\Local\Adobe\AAMUpdater
    • C:\Users\[Your User Name]\AppData\Local\Adobe\OOBE
  6. To download and install, click the Creative Cloud Desktop application.

Mac OS

Note: The User Library folder is hidden on Mac OS 10.7 and later. Review these instructions to access it: Access hidden user library files

  1. Go to Applications > Utilities > Adobe Installers.
  2. Double-click Adobe Creative Cloud.
  3. Follow the onscreen instructions.
  4. Follow the instructions after clicking the Adobe CC Cleaner Tool link to remove the Creative Cloud Desktop.
  5. Verify that the following folders have been removed: 
    • Applications/Utilities/Adobe Creative Cloud
    • Applications/Utilities/Adobe Application Manager
    • Library/Application Support/Adobe/AAMUpdater
    • Library/Application Support/Adobe/AAMUpdateInventory
    • Library/Application Support/Adobe/OOBE
    • Users/[Your User Name]/Library/Application Support/Adobe/AAMUpdater
    • Users/[Your User Name]/Library/Application Support/Adobe/AAMUpdateInventory
    • Users/[Your User Name]/Library/Application Support/Adobe/OOBE
  6. To download and install, click the Creative Cloud Desktop application.

Solution 5: Verify system certificates (Windows only)

This error c occur when certificates on the system are not up-to-date or cannot be verified. 

Use the Windows Certificate Manager (certmgr.msc) to check if the "VeriSign Class 3 Public Primary Certificate Authority – G5" certificate exists in "Trusted Root Certificate Authorities." You can find more information about the Certificate Manager here: View or manage your certificates

If it is missing, install this certificate manually from Licensing and Use of Root Certificates - Symantec

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