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Client 5.16.0 - 5.16.5 Broken on 64Bit AMD

Forum|Forum|2 years ago
October 26, 2023
13 replies
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Unable to run Zoom Client 5.16 (64bit) on Windows 10 64bit.

I have installed Zoom Client 5.16.0 - 5.16.5 trying both x86/x64, removed the clients using ZoomClean with a reboot in between. I even by passed the firewall but the 64bit clients do not work.

The MSI log looks like a successful install and process monitor is not showing any clue so far.

Zoom Client just never loads.

5.16.5.24296 (64bit) MSI Install log success - Client fails to load (Broken)
5.16.5.24296 (32bit) MSI Install log success - Client Works
5.16.2.22807 (64bit) MSI Install log success - Client fails to load (Broken)
5.16.2.22807 (32bit) MSI Install log success - Client Works
5.16.1.22523 (64bit) MSI Install log success - Client fails to load (Broken)
5.16.1.22523 (32bit) MSI Install log success - Client Works
5.16.0.22201 (64bit) MSI Install log success - Client fails to load (Broken)
5.16.0.22201 (32bit) MSI Install log success - Client Works
5.15.12.21574 (64bit) MSI Install log success - Client Works
5.15.12.21574 (32bit) MSI Install log success - Client Works

Something is broken with 5.16, there are not logs created anywhere that I can find except the MSI log file.

It looks like 5.15.12 is the last version of 64bit that will run in my environment.

Meeting Features

Best answer by LarryWhitlock69

The issue with Zoom 5.16.x 64Bit not being able to run on older AMD processors has been identified by support and should be resolved with Zoom 5.17.5 release.

bstrelko

Community Champion | Customer

Are you able to replicate this on another AMD x64 machine?

Are you able to replicate on an Intel x64 machine?

If we can confirm the issue is specific to the AMD builds, this will likely need escalation to a Tier III+ team at Zoom Support - please open a ticket when you get a chance!

L

LarryWhitlock69Author

Newcomer

I can confirm 5.16.5 does work on Intel.

L

LarryWhitlock69Author

Newcomer

Yes, I have 13 different images that I deployed the 5.16 client to over the weekend and had to roll back on Monday morning to 5.15.

bstrelko

Community Champion | Customer

Got it - sounds like a legit bug, unfortunately. Please raise with Zoom Support if you haven't done so already!

L

LarryWhitlock69Author

Newcomer

Will do, I am Testing on Intel now and have MSI install Logs and Procmon pml files collected.

I

ifurman

Community Champion | Customer

5.16.5 works fine with my Ryzen 5600x

P

PCProf

Newcomer

I've the same issue on AMD computers, with Zoom version 5.16.6. Clicking Zoom icon makes the program appear for a split second on Task Manager, then disappears. No error on screen, nor in Event Log. Rolled back to previous version, and it works fine. I've several computers with the same hardware configuration, some with fresh windows 10 installs, and all behave the same way.

I

ifurman

Community Champion | Customer

Some users have been having issues with Zoom v 5.16 on Windows Servers 2016/2019 and some Windows pc's running older AMD cpu's. Zoom is aware of the issue and plans to fix it in its next release 5.16.10 by the end of the month.

In the meantime, try using 5.15.11 from here as it should work for you until 5.16.10 comes out, https://zoom-us-zoom.en.uptodown.com/windows/versions

P

PCProf

Newcomer

I installed 5.16.10, but the issue remains. Zoom loads—then immediately exits. Does any else still have the same issue, or was it resolved for them?

Y

yonizaf

Newcomer

It wasn't fixed, and unlikely to get fixed in the future. Some people even said they were told by support to replace their hardware.

Your options:

1. Keep using 5.15.12 until it's not supported anymore (should be 5-8 months), then check again.

2. Install the current 32bit version, with whatever limitations it may have.

3. Use the web client (last resort, really) or use a smartphone.

4. get a new computer.

C

CliftonS

Newcomer

I can confirm that v5.17.7 DOES NOT WORK on Athlon II x645 AMD CPU. Version 5.15.11 works fine. This is frustrating. The problem is not whether older hardware is capable. There is another issue stalling newer versions working. I have another AMD computer with an A10-5700 CPU in it an it runs every version of Zoom I install on it. It is running v5.17.7 right now! So the point is older hardware is not entirely the problem. There is some other bug at work here.

Y

yonizaf

Newcomer

Obviously this bug is not just about the CPU being 'old'. Why would the software care how much time passed since your hardware was released? This is about capabilities.

There are multiple SIMD extensions present in your A10 CPU that are not there in Phenom II and Athlon II CPUs, including: SSSE3, SSE4.2, AVX, and others. Any of these may now be required by Zoom or one of its dependencies, which would cause the software to not work anymore.

C

CliftonS

Newcomer

Frankly, it doesn't matter what people think about hardware. Some organizations are very large and include a very diverse set of users connecting by Zoom. The whole idea of Zoom is to be able to connect all of these users. To just have me tell everyone to get new hardware regardless of their circumstances doesn't make sense (sounds a little like Microsoft and the TPM issue). Hardware generally outlasts software requirements these days. Most ordinary (not business or tech) users get new hardware when something is broke beyond repair. The main reason why software requires more hardware nowadays is generally due to the software taking too long to complete its ops on older systems . . . not generally because the software requires a CPU routine that is unavailable. Besides SSE3, 4, etc. were never fully implemented by any software in a substantial way to require it in software, especially like Zoom. Zoom has never been very hardware heavy!

K

Kroduk

Newcomer

Have an old Phenom II 1100T PC. It also cannot run Zoom client 5.17.10 64 bit. If it was about processor capabilities, why would the 32 bit version be able to run and not the 64 bit?

Y

yonizaf

Newcomer

Different compilation flags is all it takes. You may not need to change a single line of code, if you compile for a higher capability architecture (e.g AVX2), there's a high chance it will not run on older hardware.

32 and 64 bit are obviously compiled with different compilation settings, so there.