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Unable to install updates Error code:10004

Alastair_L
Listener

yes so every time I boot Zoom on macOS Ventura 13.0.1 i get this modal notification saying:

Unable to install updates
Error code:10004

“Retry” & “Close” buttons

Retry never works. Can use existing install version which is Version: 5.11.6 (9890)

haven't been able to restart mac and see if that helps yet.

known issue?

2 ACCEPTED SOLUTIONS

ZoomZoom
Community Champion | Zoom Employee
Community Champion | Zoom Employee

Hi, Alistair.

 

Try this:

  1. Go to Privacy & Security   —> full disk access —> Installer and then enable Privacy & Security   -> Files and Folders —> Installer—>Downloads folder.

  2. After enabling these options please retest installing the zoom desktop client app again.

If the installer is not seen on the above location, please add it manually from /System/Library/CoreServices/Installer.app

 

The step is by going to the Go - Folder- key in the above location and then adding the installer once the option is listed.

If this answer helps you, please hit the “Accept as Solution” button.
Thank you,

ZzZz

View solution in original post

CarlaA
Zoom Moderator
Zoom Moderator

Please note that devices running macOS 13 Ventura beta 5 or higher with Zoom desktop client versions 5.11.6 - 5.12.0 may encounter this error when updating the desktop client.
To resolve the issue, visit the Download Center and manually install the newest version of the desktop client.
https://zoom.us/download

 

Carla,
Zoom Community Team

Please click Accept as Solution if you found this reply helpful. Thank you!

View solution in original post

32 REPLIES 32

Alastair_L
Listener

Screenshot 2022-11-29 at 4.48.55 pm.png

You will have to manually update Zoom, download and replace the old Zoom app

 

ZoomZoom
Community Champion | Zoom Employee
Community Champion | Zoom Employee

Hi, Alistair.

 

Try this:

  1. Go to Privacy & Security   —> full disk access —> Installer and then enable Privacy & Security   -> Files and Folders —> Installer—>Downloads folder.

  2. After enabling these options please retest installing the zoom desktop client app again.

If the installer is not seen on the above location, please add it manually from /System/Library/CoreServices/Installer.app

 

The step is by going to the Go - Folder- key in the above location and then adding the installer once the option is listed.

If this answer helps you, please hit the “Accept as Solution” button.
Thank you,

ZzZz

It worked 👍🏻

Actually I spoke to soon.

When I started zoom the next few times it said there was an update (which offered improved performance on M1 Macs which I have) and so I tried to install several times and it failed, but allowed me to use the app.

Today it installed correctly after filling the first time around. No idea while it failed a few times first.

So Im on Version: 5.12.9 (13190) now — which seems to be the latest I think?
 

Hi -

 

how did you do it? Where is the "Privacy & Security" option he mentions?

 

Thanks,

 

Mike

ZoomZoom
Community Champion | Zoom Employee
Community Champion | Zoom Employee

Under "System Preferences".

If this answer helps you, please hit the “Accept as Solution” button.
Thank you,

ZzZz

Actually the easiest solution for me was to uninstall the app by going to zoom.us in upper left hand corner of my desktop page (while Zoom is open) & selecting “uninstall Zoom”. Then on web browser go to Zoom.us/downloads and download “zoom desktop client” (after I contacted customer service). 

Where do I find Privacy and Security? Thank you.

Hi ZzZz,

 

Glad this worked for Alistair...I'm having the same problem reoccurring on my 2020  iMac w/Ventura 13.0.1  -  I've tried your solution above & get stuck at 'Privacy & Security>>full disk access>>Installer  (see 1st screenshot). When I toggle Zoom app to 'on' I don't see any different options to un/re install app either. 

 

Then when I try your solution for that ("If the installer is not seen on the above location, please add it manually from /System/Library/CoreServices/Installer.app)" to add it manually nothing comes up (see 2nd screenshot).  I also tried searching this in my search bar in upper right corner of my screen (don't know the name), nothing comes up either.  

 

Thanks for your help!

Hi - I'm getting this problem too.  I'd like to try your solution.  In which App is the "Privacy & Security" option please?

 

Thanks,

 

Mike

 

Where is this located?

 

"If the installer is not seen on the above location, please add it manually from /System/Library/CoreServices/Installer.app)"

 

Is there another workaround?  It doesn't make sense that an update would require you to add an installer. Not all of us are tech savvy that use Zoom.

Why on earth would I want to give Zoom full disk access when it is owned by a Chinese national who is required to allow the Chinese government access to his servers? I already don't like having to Zoom knowing this. I will continue using the old version if I can't update. I'll just log in via the website.

 

Great solution, thank you! I spent all day yesterday trying to fix this, with both Zoom Helpdesk (who aren't aware of this solution) and Apple support (who got me to reinstall Ventura, unnecessarily).

I struggled with this issue on my Mac M1 running Ventura as well. Updates all failed. Uninstall worked, but re-installations failed as well. I tried literally dozens of times. The above solution was complex and the instructions never matched what was on my Mac. Finally, I tried copying the installer from my Downloads folder to the desktop, and it installed perfectly with a single prompt to give the installer permission to the file on my desktop.

This worked! None of the others did.

 

it seems to be working for me too.  Thanks.  Have been having this problem unable updating for a few months now.  Thanks. 

It worked! Thank you 🙂

This worked AFTER I did an update to Ventura. Then the Zoom updates installed. Never could find "Installer" under the "Full Disk Access" tab.

Jameswalter
Participant

oom Error Code 10004: Several users have been reporting that the Zoom Error Code 10004 happening while having zoom call. This issue might occur with several reasons. But not worry, here in this article we have lined up the all the working solution to fix the Zoom Error Code 10004. So no further ado let’s begin.

Zoom Error Code 10004 occurs when the Zoom application is unable to establish a connection with the Zoom servers. The error is cross-platform, which means it has occurred on all types of devices, including PCs, smartphones, etc. It is related to Proxy, blocking both TCP and SSL with a timeout.

Zoom has become one of the most popular platforms for video conferencing. It has more than thirteen million users worldwide. However, the Zoom application has numerous errors, including connectivity issues and a downed server, among others.

 

Regards,
James

aatzert
Listener

Worked for me, thanks!  On a Mac 2020 13" w/Intel processor running OS Ventura 13.01. Updated while Zoom was open > check for updates. 

CarlaA
Zoom Moderator
Zoom Moderator

Please note that devices running macOS 13 Ventura beta 5 or higher with Zoom desktop client versions 5.11.6 - 5.12.0 may encounter this error when updating the desktop client.
To resolve the issue, visit the Download Center and manually install the newest version of the desktop client.
https://zoom.us/download

 

Carla,
Zoom Community Team

Please click Accept as Solution if you found this reply helpful. Thank you!

Worked for me and fixed my problem. Thank you!

This worked for me on a 2020 iMac running Ventura 13.0.1. Finally, after many months & attempts at updating & constantly getting the same error 10004 message. None of the other solutions worked. Thanks Carla!

Worked for me - and much more straightforward and clearly explained than the other solutions. Thank you!

Thanks. Finally got it working.

smichellew
Listener

can't download manually either. I get so far them I'm told my updates are managed by my IT Admin. That's me. I am the one logged in. 

Hi @smichellew ,

Can you try deleting Zoom (move to trash) and then manually download? I would suggest, however, if you are part of an organization that has an IT department reach out to them first. 

 

 

Carla,
Zoom Community Team

Thanks. Worked for me after repeatedly getting error message while trying to update from older version of Zoom. Now running v 5.13.0 

HLH
Listener

How do I uninstall Zoom on

my Mac? I'm getting this error code 10004 and the ticket help instructions don't make sense. 

 

To uninstall Zoom: go to Finder > click on Applications > scroll down list of your apps to Zoom > grab Zoom icon and drop in Trash. I used the search "download Zoom for Mac" in Safari. Took me to the Zoom website where followed steps that successfully installed Zoom v 5.13.0 

Mummybardo
Listener

Why does Zoom need Full disk Access? This can't be right