If you receive the A12E1 error when you try to install or update the Creative Cloud desktop app or a Creative Cloud application, follow these troubleshooting steps.
Are you getting the following error?
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.
For macOS 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.
Try the solutions in the given order. Proceed to the next solution only if a previous solution does not work.
This step closes down potential third-party conflicting processes which are not listed in Solution 1.
Make sure to quit all Adobe Creative Cloud applications and terminate all Creative Cloud processes before running the Creative Cloud Cleaner Tool.
Note: These instructions include navigating to hidden folders. Review these instructions to access them: Show hidden files, folders, file extensions.
Note: The folder locations below are for 32-bit Windows. On a 64-bit OS, use "Program Files (x86)" instead of "Program Files".
Note: The User Library folder is hidden on macOS 10.7 and later. Review these instructions to access it: Access hidden user library files.
This error occurs 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." For more information about the Certificate Manager, see View or manage your certificates.
If it is missing, install this certificate manually.