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Error 100056000 on home network with only one device

jaschwar
Listener

Hi all,

 

I and several of my coworkers are having issues logging into zoom and starting meetings. We all have similar symptoms to:

1. Our work laptops cannot connect to `<company_subdomain>.zoom.us`
2. We can connect to `<company_subdomain>.zoom.us` from other networks on our laptops
3. We can connect to `<company_subdomain>.zoom.us` from other devices on the **same home network**
4. The error code we receive is 100056000 with no information

5. If we start the meeting from a different network (like tethering via our cellphone) and then switch to the home network, the meeting stays open without error

Troubleshooting steps already tried:
1. Reinstalling Zoom

2. Clearing all cookies from browsers
3. Uninstalling Zoom, removing all app data (using `find / -iname "*zoom.us*"` and deleting all results), restarting computer, then installing from a fresh download

All yield the same result, same error code.

 

We do not use VPNs and have already disabled anything messing with DNS on our networks. This seems to have started around Nov 7th, 2022.


The issue is present across several macOS platforms, Intel and Apple Silicon

 

Any help is appreciated, thanks!!

9 REPLIES 9

YaBoiB
Community Champion | Zoom Employee
Community Champion | Zoom Employee

Hello @jaschwar

 

 This could be a network issue with your firewall or proxy, or it could be a IdP issue with the Identity provider your organization is using to integrate with Zoom. Please check both and let me know if there is anything that I can do to assist you with this issue. 

 

Firewall documentation 

 

SSO/SAML documentation

 

Thanks, 
Brandon

If this response was helpful for you, please do not forget to click on the accepted solutions button!

Thanks for the reply @YaBoiB !

I've checked and everything seems to be in place for those items, but I'll go back over and talk with our security folks to see if they can find anything I can't.

In the meantime, are there any logs that I can enable to get a better understanding of the error? It's pretty generic.

 

Thanks!

Jacob

YaBoiB
Community Champion | Zoom Employee
Community Champion | Zoom Employee

Hello @jaschwar

 

 Unfortunately, the logging that we have is encrypted, so you would need to open up a Support ticket with our Technical Support Reps and then send a problem report from the client. Our Support team will then work with our Engineering team to determine the root cause. There are some logging on your local client under the "AppData" folder that you can look at but I am not sure if these logs will provide you with the full picture of what you are looking for. 

 

https://support.zoom.us/hc/en-us/articles/360037195152-Sending-meeting-or-webinar-problem-report-and...

 

Brandon

If this response was helpful for you, please do not forget to click on the accepted solutions button!

Submitted the ticket, thanks! (note, we're on macOS so AppData doesn't exist, but I think I can find the correct folder)

As some more updates, we see an issue with connecting to zoom via our browsers sometimes as well. There's definitely some issue with the cookies being sent. When using a private browser or clearing the cookies we can connect to the join url (zoom still won't actually open the meeting, but we do get further)

However, even after clearing all cookies and browsing data, we start seeing the issue crop up again after a day or so.

I've confirmed the behavior with curl, by passing the same cookie as my browser and without passing the cookie.

No cookie, we complete the request as expected


With the cookie, TLS handshake completes but the connection is immediately closed from the remote side

`HTTP/2 stream 1 was not closed cleanly before end of the underlying stream`

 

I'm not sure these issues are related but the timing is suspicious.

YaBoiB
Community Champion | Zoom Employee
Community Champion | Zoom Employee

Hi @jaschwar

 

 I have seen similar issues like yours time and time again. They are usually firewall/proxy related or DNS related. 

 

The file path for the Zoom folder is /Library/logs/zoom in Mac applications. 

 

Send me the ticket number directly if you would like to and I can work with the agent on attempting to find a solution to this issue for you. I used to work in Support when I first joined Zoom. I still have a ton of friends/colleagues in that org. 

 

Thanks, 

Brandon

If this response was helpful for you, please do not forget to click on the accepted solutions button!

I haven't received an email confirmation after submitting the ticket, would it go to someone else in our company?

Thanks for the path, but there is no directory or file called just `zoom` - only `zoomusinstall.log`

YaBoiB
Community Champion | Zoom Employee
Community Champion | Zoom Employee

Hi @jaschwar

 

If you wish to DM me your email address I can search for the ticket in that direction. 

 

Log files are only generated if you enable logging. We do not want the public Zoom Meeting client to generate logging and fill up your hard drive. 

 

If you wish to provide me with your email address (DM only) I can send you a pdf on how to enable logging on a macOS device. 

 

Then we can replicate the issue, pull logs and sift through the logs to attempt to determine why the meeting client is not connecting properly. 

 

Brandon

 

 

If this response was helpful for you, please do not forget to click on the accepted solutions button!

Hey @YaBoiB  very much appreciated! One snag, I can't seem to find any direct messaging feature on the community page or on your user profile. I'm afraid I'm just missing something obvious...

Jameswalter
Participant

"The new app will be available for installation through the Google Play Store, a practice that started last year, as well as being available to install from the web directly as is offered by many other PWAs."

 

Regards,
James