Newcomer

Solved

Mac Ventura 13.0

Forum|Forum|3 years ago
October 28, 2022
30 replies
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Since upgrading my Mac to Ventura 13.0 yesterday, Zoom (5.11.6) crashes when I open the external contacts. Today it is showing an upgrade available but gives Error 10004 when I try to upgrade

Best answer by matpowel

The answer is in this thread about a dozen times, I've personally posted it a couple of times.. the problem is when the installer is in the downloads folder, just move it to your desktop and install from there or you can go to Settings -> Privacy & Security -> Files & Folders -> Installer and allow Downloads

Bort

Employee

Hi @MarkGW

Unfortunately, macOS Ventura was just released and is not officially supported by Zoom yet, as we just haven't had a chance to really work with it and test.

I'd recommend doing a full uninstall of the Zoom app, then restart your computer, and then download and install the latest version. That will hopefully get around the error code, and hopefully get you running more smoothly on Ventura.

If that doesn't help, let us know and we'll get you in contact with official Zoom Support for more help.

OSET

Newcomer

@Bort just to be super clear (as we're about to deliver a Webinar Monday night to several hundred), if I have NOT upgraded to macOS Ventura yet and am still on Monterey and I have 5.12.3 Zoom.us installed now, I should remain here and everything will work fine (i.e., this would be a terrible time to allow auto-update of macOS), correct? Thx!

R

RMerritt

Newcomer

@OSET Yes, i would recommend waiting until after your webinar (at the very least) before updating your macOS to Ventura. The upgrade issue only occurs when upgrading the Zoom app with those specific versions on Ventura, so remaining on Monterey is the safest route for now.

Then Zoom should have sent out an email telling mac users not to upgrade to Ventura until they addressed the issue. ESPECIALLY US PAID SUBSCRIBERS!!!

V

vishnusheth

Newcomer

Facing the same error. This is so frustrating! I won't be able to use Zoom until you guys support Mac OS 13.

S

supportinsf

Newcomer

Can you use the browser? Chrome worked for me.

F

friesenf

Newcomer

Same issue! Did a full uninstall, then reinstall.. but it still crashes/won't open Zoom. I now cannot use Zoom on my apple macbook. Please help! Thank you!

R

ryo3

Newcomer

I was in the same situation. In my case (MacBook2019), once uninstalled Zoom and re-installed it, then I could install update.

N

netingenuity

Newcomer

I tried that and it still won't let me share my screen. I have the latest version of Zoom.

A

Anonymous

Also not working from my side, super frustrated without any solutions to install zoom desktop client for Macbook (M1 Pro) after upgrading to Ventura 13.0. Hope the solutions can be followed up ASAP.

M

MichMike

Newcomer

Per Zoom Support this morning.... "The issue was with updating the app in MacOS Ventura from 5.11.6~5.11.11 to 5.12.0 or higher. The updater within the Zoom client will not work. But if Zoom is completely uninstalled and you download the correct and latest version from the website, the install will push through. If the version is already 5.12.0 and you try to update, there should be no issue." ......... I just tried uninstall old version, and install fresh a new version, and it worked fine for me on macOS Ventura 13.0 on a M1 Pro chip.

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matpowel

Newcomer

This didn't work for me. That was exactly my path, old version that failed to update so I uninstalled fully, restarted and now can't install the newer version of Zoom on MacOS Ventura on my MacBook Pro M1 Pro Max.

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friesenf

Newcomer

@matpowel, same didn't work for me either. Did full uninstall (even using Clean My Mac) - asked for support and they kept telling me to do an update via my desktop Zoom app. I kept trying to explain it's been uninstalled and I CAN'T re-install it for some reason without an error code and so I couldn't do ANY of the things suggested. So frustrating.

I was trying to re-install Version 5.12.7 (12529) -- which supposedly is fine with MacOS Ventura. NOT SO. Please help!

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Walker_Sr

Newcomer

Same thing here.

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B4Yes

Newcomer

Me too. The new version won't install on my MacBook Air M1.

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MarkGWAuthor

Newcomer

Got to say, this is the kind of conversation I would expect to find about a useful peice of software developed by a kid in his bedroom. Sorry guys, Mum says I can't fix it till I've done my homework.

K

kdh1

Newcomer

Thanks to everyone who said don't uninstall as it won't reinstall. You saved me a lot of heartache. My workaround right now is to open zoom on its own, and then painstakingly enter the ID and password by hand. Not fun, but it's getting me in.

Bort

Employee

Hi all,

Just wanted to provide an update on this issue. I was unaware, but our engineers were actually aware of this potential update issue and made sure to implement a fix as soon as they realized. The 5.12.0 release has resolved the issue going forward, but unfortunately, those on versions between 5.11.6 and 5.12.0 may encounter error 10002 or 10004 when trying to update to the latest version.

As noted in the these 10002 or 10004 articles, if you encounter this issue on versions 5.11.6, 5.11.9, 5.11.10, or 5.11.11, the best course of action is to download the latest version directly from the Zoom Downloads page and manually install the newest version of the desktop client.

Note: This issue does not affect IT deployments of the Zoom desktop client.

If you still encounter issues, please submit a request to Zoom Support for further assistance.