Error A12E1 when I try to update the Creative Cloud desktop

[iRuss]

I get an Error code: A12E1 when I try to update the Creative Cloud desktop on my Mac, OS 10.7.5. I tried creating a different user account but that made no difference. I uninstalled the Creative Cloud desktop app and downloaded a new one from the CC website. Same problem with an Error code: A12E6.

So how do we fix this?

[iAnkitkhurana]

Hi,

1) Reboot the computer.

2) If error still persist, Rename the OOBE folder to OOBE OLD from

Mac: MAC HD/Library/Application Support/Adobe

Download Creative cloud once again and try launching.

Thanks!

Ankit

[iRuss]

HI Ankit, I was ble to finaly get the Creative Cloud desktop installer to install and now all is well. Thanks!

[Kelly McCathran]

I have the same problem on my personal Mac and on all my Training Lab computers. Renaming that file, re-booting and re-installing didn't fix the issue. What next?

I did fix it on my personal computer by running the Creative Cloud Cleaner tool, uninstalling all of the CC apps and re-installing, but I'm trying to avoid that long process on 5 training lab computers.

[Quesinberry]

This doesn't seem to work. So. What do we do?

[Quesinberry]

BTW.  Great.  After renaming the OOBE folder now None of my CC aps will launch and tell me I need new licenses.  I have five workstations here on the CC group license that I'm spending a fortune on all giving me this error. I'd be nice to know what we're supposed to do?

[Jeff A Wright]

Quesinberry please try ending the AAMNotifier process if it is running and then try the installation of the Creative Cloud application again.

[Kelly McCathran]

Is the AAMNotifier process isn't running on my Mac. Here are instructions if others want to try it:

Windows:

1. Press Ctrl Alt Delete
2. Start Task Manager
3. Click the 'processes' tab and check if you have AAMNotifier running
4. If so, click End Task

Mac

1. Go to Spotlight (magnifying glass at top right on your screen)
2. Type Activity Monitor
3. Press Return to open Activity Monitor
4. Check in the Activity monitor for AAMNotifier
5. Quit that process if you find it

[ArtistJoyful]

Thank you so much! This worked. It did take several attempts and reboot etc, but believing in what you said, I stuck with it and prevailed in the end.

[Declan_Zimmerman]

I've been getting this error for weeks.  First time I've tried to address it today.

First fix up top did not work.

AAMNotifier does not seem to be running.

Error persists.

Adobe forces everyone to subscription mode and then I get to spend my weekend time troubleshooting errors created by said subscription mode? Not happy about this.

Any help appreciated.

[Kelly McCathran · Accepted solution]

I posted a full fix for this error on this thread #6: http://forums.adobe.com/message/5614888#5614888

[Declan_Zimmerman]

Thanks for the post, Kelly.

I followed all those steps and Adobe Creative Cloud seems to have updated.

But it has uninstalled my After Effects.

This is not trivial as re-installing means re-installing all my scripts and plug-ins.

I will now restore an older backup of my hard drive (and with it the Adobe updater problem, no doubt.)

Sorry, I am mid-project, I do not have time for all this, and I find this beyond apalling on the part of Adobe.

[Camst4]

Awesome, thanks.

[Camst4]

While it looks like it was fixed, today there was another update and the same error appears.

Completely over Adobe CC - I don't have time for these persistant problems.

[SEHayden]

Have read and reread all the above,

Adobe, a formal request for a solution to this error.

Have attempted steps 1 - 14. Have been unable to even download Creative Cloud desktop application which is required to download the other applications.

Please notify as to a turn around time frame and any guidlines and protocols one should follow. I have a Creative Cloud membership for a reason, to use it, please help me in making this a possibilty because, up until no success at all. Sincere thanks in advanced for the product and support.

[Jeff A Wright]

SEHayden please see A12E1 error installing Creative Cloud products | CC - http://helpx.adobe.com/creative-cloud/kb/a12e1-error-downloading-creative-cloud.html which discusses this error message.

[SEHayden]

Dear Jeff a Wright, thanks for that insight but a lass, have tried and failed those steps as well.

I have even attempted a live chat session to little resolve.

Was suggested that i create a new admin account on mac osx, then try download and install - downloaded failed halfway through again.

Was also suggested that I try deleting the .db file found in ~/Library/Application Support/Adobe/ - no resolve.

Also renamed OOBE too - no resolve,

Tried connecting from a different location to the internet - still failed halfway.

Clean install of mac osx 10.8.5 running on SSD.

I can not understand why i am still receiving the error message. Will try online chat once more, hope they help..because nothing here has or at http://helpx.adobe.com/creative-cloud/kb/a12e1-error-downloading-creat ive-cloud.html

Adobe please, i need help that will help, no more simple quick work arounds, I must be honest, I didn't think this is what i had signed up for.

[Jeff A Wright]

SEHayden did you check to see if you had any other Adobe processes running which could be interfering?  Were you able to locate the AAM Notifier in the Activity Monitor as directed in message #7?   If so do you have a case number from your contact with our support team which I can reference?

[Declan_Zimmerman]

What worked for me (as mentioned in post 24 here: http://forums.adobe.com/message/5698226#5698226 ) was booting up in 'safe' mode (hold shift during boot) and updating, then re-starting.

Hope that helps and good luck!

[SEHayden]

Dear Jeff and Declan,

Thank you for your feedback and support in trying to resolve the matter, much appreciated. It seems like everything i try from all threads and live chat sessions has no solution. I have tried booting in safe mode, did not work either. Observation wise, whenever i attempt the download after the CC installer begins downloading, it reaches about half way through the download and then the download connection stops. I dont know what would be causing such an issues. Please let me know if you have any other bright ideas, i have tried the following already to no success in installing:

1. Open Activity Monitor from Utilities or Spotlight. Select ‘All Processes’ from the drop-down menu.

2. Please check if you have any of the following processes running in the background, if so, please end these processes.

"armsvc", "acrotray", "Adobe Application Manager (Updater)", "AAM Updates Notifier", "Adobe ARM” or "CEPServiceManager"

3. In Finder, click on Go > Go to Folder, type in ~/library/Application Support/Adobe/ and hit enter. Locate and trash all folders with folder name starting with AAM* and also trash OOBE folder

4. Using Finder navigate to Macintosh HD/ library/Application Support/Adobe/ locate and trash all folders with folder name starting with AAM* and also trash OOBE folder

5. Once done, in Finder, click on Go > Go to Folder, type /tmp and hit enter. Delete all files and folders from tmp folder to clear Temp folder.

6. Navigate to Macintosh HD/Applications/Utilities/ and trash Creative Cloud and Adobe Application Manager folders if available.

7. If you still face any issues in Finder, click on Go > Go to Folder, type ~/Library/Logs and hit enter. Copy PDApp.log and ACC.log (if available) to desktop. Open AdobeDownloads folder and copy DLM, DLM_Native.log and LBS.log files to desktop

8. Zip all the above mentioned log files to a single zip file and attach the zip file to the form https://adobeformscentral.com/?f=oEWI2OVyrtuy03fG0USKLw

9. Create root admin account and attempt to install from there.

10. Boot in safe mode and attempt to install from there.

Thanks once again,

SEHayden

[Declan_Zimmerman]

Hi SEHayden,

Sorry you are still having difficulties. I know how frustrating that is.

I would open a ticket with Adobe support. I don't work for Adobe, I'm just another user who was having this problem, and then doing the update in 'safe boot' worked for me so posted to share that information.

Sorry I can't be of more help, and I hope they can resolve your issus (and work out these kind of bugs in general.)

Best,

Declan

[Kelly McCathran]

SEHayden,

I posted a FULL fix here (post #6) it doesn't look like you've tried all of these steps, in this order: http://forums.adobe.com/message/5614888#5614888 It has worked for me on my personal machines and I've had luck with simpler fixes on my Mac Lab machines (un-installing and re-installing the Creative Cloud Desktop app).

[flglamour]

This seems to have solved my issue, a BIG THANKS!!! SEHayden

[GuyJr]

I've tried almost everything on all the boards I can find.  I even rolled back to a three month old OS image when the service still worked.  That is a strong indication the problem is on the Adobe end.  The only option left is to de install everything and re-install. 

This is an unprofessional solution for a $600 annual service.  I will re-install CS6.  I will cancel the $600 annual subsription.  I will re-engage when I hear Adobe has fixed the A12E1 error code issue.

[Jeff A Wright]

GuyJr to confirm have you tried the steps listed in A12E1 error installing Creative Cloud products | CC - http://helpx.adobe.com/creative-cloud/kb/a12e1-error-downloading-creative-cloud.html?  I reviewed the discussion threads you responded to but I did not see the specific document referenced.

Also if you have completed those steps then have you been in contact directly with our support team?  If so do you have a case number which I can reference?