Unable to update to the latest version of Windows

[Chamomile]

Hello.
I am Japanese and this text is translated by DeepL. Sorry for any inadequacies. So I would appreciate it if you could reply in plain English if possible.
I cannot update from Windows ver 5.13.0 because I had turned off automatic updates.
I have four problems.
1. when I sign in, I get a message asking me to contact the IT team and I can't join a meeting and there is no update button.

2.When I try to uninstall 5.13 and install the latest version, the Windows installer says zoominstallerfull.msi(path) cannot be found and I cannot uninstall 5.13.0.

3. After gathering information, I found that the Microsoft Fixit utility was effective, so I downloaded and started it and uninstalled it, but the application icon is still in the Start menu and I can start it and it remains at 5.13.0. Also, I can no longer uninstall it from Windows Settings.

4. I cannot get technical support from the Japan office, and when I try to contact them by phone, they announce that they have no account information, but I can sign in from the web.

The only alternative would be to use the web version, but I would like to update the software if possible.

Translated with www.DeepL.com/Translator (free version)

[Calvo · Accepted solution]

Hi

please try to download the newest version Version: 5.16.6 (24712) and just install it over your actual version. This should work.

Please mark this as solution if it solved your issue

[Chamomile · Accepted solution]

Thanks for the reply.
I was eventually able to update by restoring the computer to its initial state and then reinstalling.

[Calvo · Accepted solution]

Hi

please try to download the newest version Version: 5.16.6 (24712) and just install it over your actual version. This should work.

Please mark this as solution if it solved your issue

[Chamomile · Accepted solution]

Thanks for the reply.
I was eventually able to update by restoring the computer to its initial state and then reinstalling.

[rconeway]

The new version will not download over the existing version.  What do we do now?

[Calvo]

do you get an error?

You can try to download the newest version and either just install it over the actual one or first uninstall the existing one.

[BarbaraBJ]

How do I uninstall the existing version please?

[Calvo · Accepted solution]

For more information about uninstall and reinstall your zoom clients there is a good KB article, you can find more information here:

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065146

[BarbaraBJ]

Thank you for your suggestion but the advice in this article doesn't work.  Nor does CleanZoom.

[Calvo]

Hi Barbara,

you should be able to uninstall zoom like any other software, and then install the new version that you can download on Zoom.

To are able to help you I need to know what OS you are using, than what kind of error do you get.

[BarbaraBJ]

Sorry, meant to say that I am using the free Zoom to attend other people's meetings.  I don't host them myself.  Whenever I try to use my current version of Zoom it tells me to speak to my Administrator or It department.  I am using my home computer and I'm the admin!  I don't have an IT department.  It seems a lot of people are having the same issue.

[mmr621]

Just wanted to say I'm having the same issue. The help documentation doesn't work.

[acuetovi]

I have the same problem. I have version 5.1.4.7. When I try to uninstall, or install the new version, I get this message from Windows Installer "The path 'C:\ProgramData\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\Updater\ZoomInstallerFull.msi' cannot be found. Verity that you have access to this location and try again, or try to find the installation pacage 'ZoomInstallerFull.msi' in a folder from which you can install the product Zoom(64bit)". 

If I copy the new .msi file to the folder indicated, I get the message "The feature you are trying to use is on a network resource that is unavailable". 

It seems to me I need the .msi file for version 5.1.4.7. 

Using CleanZoom didn't solve the problem. It gets the same messages.

I have Norton 360, which have a program updater. It looks like Norton removed or changed the original installer. 

Any help would be appreciated. 

[acuetovi]

I did find the MS Program Install and Uninstall troubleshooter ( https://download.microsoft.com/download/7/E/9/7E9188C0-2511-4B01-8B4E-0A641EC2F600/MicrosoftProgram_... ) and it worked.