Can't update Zoom

Forum|Forum|2 years ago
August 14, 2023
18 replies
123 views

I have had a personal Zoom account for more than three years and lately when I attempt to join a meeting or start meetings that I have scheduled I get the following message: "You must update to the latest version of Zoom to join this meeting. Contact your IT admin to update." I don't have an IT admin, so I attempted to do the update myself. When I scroll to the Downloads section on the bottom of the Zoom home screen and click to download the latest version, I am asked to sign in to my account. When I attempt to sign in to my account, I get the following message: "Your app version needs to be 5.12.2 or higher to sign in. Please contact your IT team to update your version of Zoom." So I can't join or run meetings unless I update the Zoom version, and I can't sign in to update the Zoom version unless I am on a later version. So I am stuck.

I did see some community entries here that suggested uninstalling and reinstalling Zoom. That sounds like a rather unprofessional option to updating to a newer version of the app. If that is indeed what I must do, then is there an option to save all my account settings, such as personal meeting ID and host code, as well as all the repeating meetings that I have scheduled? Or will I need to manually start over from scratch?

Please advise.

Thanks!

Other

Best answer by dlmcgeoch

Thanks! Uninstalling and reinstalling seems to have worked.

Show previous replies

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Jenny1947

Newcomer

I have the same problem. Please can someone give simple instructions for uninstalling and reinstalling?

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Leeleebee

Newcomer

My problem with getting this error is that this doesn't resolve the issue permanently. I have to uninstall and reinstall the client with EVERY upgrade Zoom pushes out, and it feels like they do this daily. Certainly, they can come up with a way to push out updates that don't require a complete reinstall of the software.

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JAlderson

Newcomer

I am having the exact same issue. This is way too complicated for a product that has been around for so long. Where's the one-click UPDATE button? This is taking me WAY too much time!

DanHuber

Newcomer

there is an update button inside the Zoom client. if you get an error that it cannot update, or no error and it just doesn't update, then you are probably on too old of a version, or you have an admin MSI installed version. when that happens the best practice is to uninstall the old version. Windows its in add/remove programs. I haven't seen this behavior with the Mac client.

Once uninstalled simply goto the bottom of the Zoom webpage and under Download click on Meetings Client. Once you have the newest version installed then this will auto update or at least let you know a new version is available and give you an option to update.

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Germanuser

Newcomer

You are so polite. This situation is simply put, s**t. This is what happened to me as a home user: Imagine everything working, the first time you face this issue is just trying to join an important interview. Cannot join the call through the desktop app, and cannot join via the browser link. Blocked to upgrade the version either way. After 30 minutes of looking for a solution, the meeting already ended. Cool ah?

DanHuber

Newcomer

I can imagine and realize the frustration this causes. Expectations that something works one day and you not doing anything different but the same program won't work the next day. In Zooms defense they did notify people in emails and on their website about a change in minimum version for connecting to Zoom meetings. if your installed version of Zoom is managed by your work's IT department then they should assist you with getting the newest version installed. Or, if you have the ability to uninstall your current version of Zoom from Add/Remove programs in windows settings, I would do that. then goto Zoom.us scroll to the bottom of the page and under Download click Zoom App and then install Zoom workplace desktop app. If you have a Mac you just drag the Zoom Icon to the Trash and empty the trash to uninstall. then install the from the same place on zoom.us. The newest version of the Zoom app will prompt you when you need to update, and when you allow it to upgrade from then on you will always be running the latest version.

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JRAEHARRINGTON

Newcomer

Not true! Never got an email from Zoom with this notification! It's bolloxed up several business meetings and it's impossible to reach any kind of customer support, even with a paid version! Not going to renew my Zoom subscription because of this epic fail.

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BrianKennedy

Newcomer

I am having the same problem. I'm a retiree, I just use a personal accouont for family zoom calls, i have no IT department and I don't think that even my grandkids can figure this out. I will apparently miss the family zoom calls from now on. I'm sad.

DanHuber

Newcomer

Brian I think you may want to try uninstalling the version of Zoom you currently have installed. Then install Zooms newest desktop client. if you have a Windows PC then you just need to click the start menu or windows key on your keyboard, then start typing add or remove programs. you should see the control panel setting for add or remove programs and you just click that. now you will see a list of then installed programs on your PC, find Zoom. Now from here it could look a little different depending on what version of Windows you have. if you have Windows 10 then you will click on Zoom and there will be an Uninstall button, if you have Windows 11 you will click the 3 dots to the right of the Zoom app and choose uninstall. once uninstalled you can goto Zoom.us website scroll all the way to the bottom of the page a choose Zoom app under Download. you will download the Zoom Workplace desktop app. Once downloaded you will either be prompted to Open it, or you will need to goto your Downloads folder and double click it to install it. This newest installed version of Zoom will periodically prompt you to update and from this point on it will be an automatic process and auto update will work.

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GarudOne

Newcomer

Thanks for detailed process. I am a home desktop PC user with a original Windows 11 operating system, with all updates in place. There is no "IT administrator". I am the single user. Every time I try to use Zoom, it is asking me to update the version (like all the others have said in this thread).
When I click on the three dots next to Zoom and try to uninstall my current Zoom (version 5.15.7), the Windows Installer says "The installation source for this product is not available. Verify the source exists and that you can access it." In other words, I cannot uninstall.
In the window on the same screen I see "C:\ProgramData\Norton\(OC55C096...\Updater". Why is Norton figuring in the path to the Zoom app installation?
I have a paid Norton 360 Premium subscription, and so I tried to update the Zoom version through the "update programs" functionality of Norton. While Norton correctly diagnoses the fact that Zoom needs updating, when I try the update through Norton, it says "update failed"; but doesn't say what to do next.
I have gone to the zoom.us website and downloaded the update. But when I double click and try to execute it, the screen goes back to the old version "sign in" page.
In short, I am going round in circles, and unable to uninstall the old version. Therefore I cannot make a fresh install of the new version.

Please help! I have spent hours on this exercise, to no effect.