Issue: Error A12E5 installing Creative Cloud products

When you install Creative Cloud products or update the Creative Cloud desktop application, you receive error A12E5.

The error occurs during the download and extraction portion of the installation process.

Solution 1

Fully uninstall and reinstall the Creative Cloud desktop app.

  1. Uninstall the Creative Cloud desktop app using the uninstaller utility, accessed from the following documents:

  2. If prompted, log in with your Adobe ID.

  3. Click Download Center.

  4. Locate Adobe Creative Cloud and click Download.

  5. Follow the onscreen instructions.

Solution 2

  1. Uninstall the Creative Cloud desktop app.
    • Windows
    1. Choose Start > Control Panel.
    2. Double-click Programs and Features.
    3. Select Adobe Creative Cloud and click Uninstall.
    4. Follow the onscreen instructions.
    • Mac OS
    1. Using Finder, navigate to /Applications/Utilities/Adobe Installers/ and double-click Adobe Creative Cloud.
    2. Follow the onscreen instructions.
  2. Remove the OOBE folder.
    • Windows 32-bit
    1. Using Explorer, navigate to \Program Files\Common Files\Adobe\.
    2. Rename OOBE to OOBE_old.
    • Windows 64-bit
    1. Using Explorer, navigate to \Program Files (x86)\Common Files\Adobe\.
    2. Rename OOBE to OOBE_old.
    • Mac OS (Important: Perform these steps in the system Library folder. If prompted, enter your Administrator password.)
    1. Using Finder, navigate to /Library/Application Support/Adobe/.
    2. Rename OOBE to OOBE_old.
  3. Reinstall the Creative Cloud desktop app.
    1. Using a browser, go to the Adobe Creative Cloud desktop app download page
    2. Log in, if prompted.
    3. Click Download Center.
    4. Click Download for the Adobe Creative Cloud.
    5. Follow the onscreen instructions.

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