Try the solution on this page if you receive the following error while downloading or updating Creative Cloud apps:

Download error. Press Retry to try again or contact customer support.(49)

Error 49


Try the following steps in the recommended order. Try downloading or updating your Creative Cloud apps after each step to verify whether the issue is resolved.

  1. 1. Navigate to the following location:

    On Windows: C:\Users\[user name]\AppData\Local\Adobe\AAMUpdater
    On Mac OS X:
    /Users/[user name]/Library/Application Support/Adobe/AAMUpdater

    2. Rename the 1.0 folder to 1.0_old.

    For example, navigate to the AAMUpdater folder on your computer and change the name of the folder 1.0 to 1.0_old.

  2. Temporarily disable any antivirus programs installed on the computer. (Check with the security software manufacturer for specific instructions.)

  3. Temporarily turn off Windows Firewall and retry installation. Turn on the firewall after the
    installation is complete. For more information, see Turn Windows Firewall on or off.

  4. Navigate to the following location and delete the contents of the Temp folder:

    • Windows: C:\Users\[user name]\AppData\Local\Temp
    • Mac OS:  i. Go to the Finder.
                      ii. Choose Go > Go to Folder.
                      iii. Type /tmp and click Go.

Additional information

Error 49 can occur when the installer is unable to access a critical file or directory during the installation process. It typically occurs when installed security software prevents the required access during the installation or update process.

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