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Question

Cant't connect via Zoom Client on MacBook OS12.0.1

Forum|Forum|4 years ago
November 24, 2021
11 replies
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I could not sign-in to Zoom client on my MacBook running OS 12.0.1. It always shows an error "You are unable to connect to Zoom. Please check your network connection and try again"

I can sign-in and use Zoom via Chrome browser on the same MacBook.

Any ideas what went wrong? There is no blocking in firewall or VPN.

I recognize that there is no Zoom in camera privacy setting, it has only in Microphone privacy.

Any suggestion on this?

P

pieterbotes

Community Champion | Employee

Hi @eddwutt

What version of Zoom are you running? Did this start to happen shortly after upgrading your Mac to OS 12.0.1? This might be as easy as just installing the latest client over what you already have installed.

H

HenrietteGruber

Newcomer

This did not help me either with the same problem. I installed the new version after erasing everything from that deinstaller of the old Zoom version. It only runs via Chrome Browser...

F

frederike2905

Newcomer

I have the exact same issue. It'll work via chrome browser or even safari on my iPad but not via safari or the installed app on my Macbook. Any chance you found a solution yet?

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pieterbotes

Community Champion | Employee

@HenrietteGruber and @frederike2905

Could you possibly please respond back with the following information:

Any specific error you get when you start / try to connect to a meeting (I realize that this may be the same as the initial ask but need to make sure)
Can you check in you in you "System --> Security & Privacy --> Privacy" under "Camera" and "Microphone" if you can see the "Zoom" application in there and if it has a check mark next to it?

F

frederike2905

Newcomer

Thank you for reaching out!

The specific error is that I cannot log into the Zoom App. It says there are connection issues. When I try to log in via Safari it says the page cannot be opened / found. These problems do not occur, when I log in via Google Chrome or a different device. I did not have these issues before the software update.

I also checked and both camera and microphone have a check mark next to it.

P

pieterbotes

Community Champion | Employee

@frederike2905 that gives us a good starting point to work from. Lets check on a couple of settings to see if we can get this going.

The most common reason I've seen for this is when there is a problem with some proxy configurations in Safari that will mostly only affect Safari and applications installed and not specifically other browsers. Please check if you have anything configured in:

Safari -> Preferences -> Advanced -> Proxies (Change Settings).

Check for any checkmarks etc in there. Please don't post any specific proxy addresses or bypass urls in here, just let me know if you have any check marks next to which options.

F

frederike2905

Newcomer

So I did check and there are no marks tagged. There is a little box at the bottom that says do not use proxy settings for these domains and host and then theres some random code. Shall I remove the code and try again or is that only gonna make things worse?

Thank you!!

H

HenrietteGruber

Newcomer

Bildschirmfoto-2022-01-03-um-17-32-24.png

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pieterbotes

Community Champion | Employee

Thanks @HenrietteGruber that gives us a good starting point to work from. Let's check on a couple of settings to see if we can get this going.

The most common reason I've seen for this is when there is a problem with some proxy configurations in Safari that will mostly only affect Safari and applications installed and not specifically other browsers. Please check if you have anything configured in:

Safari -> Preferences -> Advanced -> Proxies (Change Settings).

Check for any checkmarks etc in there. Please don't post any specific proxy addresses or bypass urls in here, just let me know if you have any check marks next to which options.

H

HenrietteGruber

Newcomer

I did everything as Frederike did. No proxies, connected mic and connected cam. Everything fine so far.

What else can we do? @Frederike: Do you use also a new Macbook Pro M1?

P

pieterbotes

Community Champion | Employee

@frederike2905 and @HenrietteGruber please let me know if you have individual accounts or if these are part of an enterprise controlled account?

F

frederike2905

Newcomer

I do have both an individual account and a student account from TU Dortmund University and experience the same issues with both of the accounts.

P

pieterbotes

Community Champion | Employee

Thanks for getting back to me @frederike2905 , I'm watching the support case with the other user and as soon as we've determined what is causing this, I'll reply back with a solution.

H

HenrietteGruber

Newcomer

Hey my account works for an enterprise called Social Impact.

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pieterbotes

Community Champion | Employee

@HenrietteGruber we will need to get you in touch with support as we will most likely need to get a log file to understand why this is not working. I'll get the ticket opened for you on this.

F

FOfromNJ

Newcomer

I am having a very similar problem ( I think) to the one described above.

I am trying to use Zoom Client Version: 5.9.3 (4239) on a MacBookAir (Retina, 13-inch, 2020) and Monterey 12.2.1. When I attempt to sign in, I get the message "You are unable to connect to Zoom. Please check your network connection and try again." I am having no other problems with wifi connectivity. I have tried uninstalling and reinstalling the zoom.us client using the "uninstall" mechanism, I have turned off my firewall, I have restarted my server. I have turned off my Malwarebytes protection. I can get into my account via Safari. I have found nothing online that seems to explain this problem, so I am assuming it is not a problem with an update, although everything was working until I installed Monterey 12.2.1 from the previous version a couple of days ago. Is anyone else having this problem? Does anyone have any advice?

E

Eckhard

Newcomer

Exactly the same problem here on a Mac mini MM1, since I updated to 12.2.1
Can connect via webbrower (firefox), also the iphone app works

F

FOfromNJ

Newcomer

I am having a very similar problem ( I think) to the one described above.

I am trying to use Zoom Client Version: 5.9.3 (4239) on a MacBookAir (Retina, 13-inch, 2020) and Monterey 12.2.1. When I attempt to sign in, I get the message "You are unable to connect to Zoom. Please check your network connection and try again." I am having no other problems with wifi connectivity. I have tried uninstalling and reinstalling the zoom.us client using the "uninstall" mechanism, I have turned off my firewall, I have restarted my server. I have turned off my Malwarebytes protection. I can get into my account via Safari. I have found nothing online that seems to explain this problem, so I am assuming it is not a problem with an update, although everything was working until I installed Monterey 12.2.1 from the previous version a couple of days ago. Is anyone else having this problem? Does anyone have any advice?

P

pieterbotes

Community Champion | Employee

Hi, do you have any type of VPN on your laptop?

F

FOfromNJ

Newcomer

I do not think so. I have checked, but I see no evidence of a VPN, except perhaps whatever Private Relay is. I have now tried turning off Private Relay in my Mac's setting and also turning off Malwarebytes protection at the same time, but the problem persists. I am able to join meetings in my web browser (Safari).

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