Zoom 5.16 refuses to start

Forum|Forum|2 years ago
October 19, 2023
16 replies
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Hi, I had Zoom 5.15.11 installed on Windows 10 22H2 but when I upgraded to 5.16.0, it refused to start. I tried clearing out all local data but couldn't find any way to get detailed logging. When I run the exe, it just doesn't start. I rolled back to 5.15.11 and everything is fine. I tried again today with 5.16.2 but had the same problem. I had to uninstall and restore 5.15.11. It seems to be device-related, as I was able to upgrade on another Win10 PC with no problems. If it matters, I have an Nvidia GEForce GT 1030 graphics card, and and old AMD Phenom 1055T CPU. If you need any other information, or if there's any command line switches I can use to provide verbose logging, please let me know. Thanks, Raj.

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ad141

Newcomer

The 32-bit version of Zoom 5.16.10 works on my old AMD system now, but I am still having issues with the 64-bit version of Zoom 5.16.10 on my AMD system.

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ifurman

Community Champion | Customer

Have you tried 5.16.10 32 bit version. Some users have reported it working for them when the 64 bit version did not work.

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DaveRo

Newcomer

Thanks. To recap:

I am working with Windows 10 Home ver 22H2, on Dell Precision 690 workstation x64-based PC with Intel Xeon CPU 3.00GHz 2 cores 4 logical processors;

Installation of 64bit Zoom ver 5.16.10 (26186) gave a module that would not start. Unistalled.

64bit Zoom ver 5.15.11 (21032) gave a module that did start, and seemed normally functional. Uninstalled.

Now: Installation of 32bit Zoom ver 5.16.10 (26186) gave a module that seems normally functional. I am hopeful it will work in a meeting tomorrow.

There remains the observation that 64bit v5.16.10 fails with the Intel Xeon as well as the previous comments on AMD installations.

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rn-zm

Community Manager

Hi @DaveRo @lordofthemoon @brocklesner @ad141 I've been trying to find customer tickets who have had similar experiences with AMD processors and this specific version (5.16.10), but I'm not having much luck! I would recommend submitting a ticket to our Zoom Technical Support teams for further investigation of this issue. Assuming we may require crash logs from you. I'd also recommend looking into Sending meeting or webinar problem report and client logs after you submit a ticket from here.

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DaveRo

Newcomer

@RN52_2 , I don't think I'm going to be able to submit a ticket because of the type of account I hold (which is the lowest). The message on your linked page for generating a ticket implies this:

I am, however, happy to help in any way I can.

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rn-zm

Community Manager

Hey @DaveRo no problem! We can troubleshoot here within the community. Older processors running Windows 10 22H2 (October 18, 2022 release) on your Dell Precision 690 workstation may be running out of computing resources when attempting to run a 64bit version. I'm having no luck looking through previous release notes or versions that may have mentioned a specific un-supporting of older CPUs e.g. 10+ years old.

Because your PC meets the minimum Zoom requirements, we're looking at some older hardware. Which I don't have any older hardware to test; however, this may be incapable of supporting current versions of Zoom, and you may have reached the device's maximum Zoom version. Im not aware of any documentation on this; but I think this would be so helpful - may take this back to internal teams! 🙂

Because the app is not launching, it is likely that it has crashed as you all have explained within this discussion thread. Crashing problems are usually caused by a combination of factors. One of them is running out of computing power. So, if you have a lot of applications open or a lot of web browser windows open when you try to run Zoom, there may not be enough processing power to start Zoom and it will crash. Another major cause of crashing is bad or outdated drivers. If your device has video card or sound card drivers, they could be attached to the motherboard or integrated from the IO.

The only way to confirm this is for you to review your Windows Event Viewer, right after Zoom crashes. You will want to look at the events and time stamps around the time of the crash. You are looking for warnings and error codes as well as any "appcrash" listed. Then you will want to open up those errors and confirm what might be causing the app to crash. Since the app is not starting, there will not be any logs to review. So that kicks us back to Windows event viewer and any error entries in the logs.

Here is some information on using Windows Event Viewer:
https://www.howtogeek.com/123646/htg-explains-what-the-windows-event-viewer-is-and-how-you-can-use-it/

You can also monitor your Windows Task Manager (shortcut Ctrl + Shift + Esc) while Zoom is running. You should keep an eye on how busy your CPU and GPU are, as well as how much RAM is being used. Shutting down all applications and background apps should help reduce system demands, but you will get a better picture of how busy your system is currently running and then see what happens when you launch Zoom. Most likely, you will notice a significant increase in CPU and GPU usage just before the app crashes.

You can now open the Task Manager and see how much computing power is being used with older versions that still work. If it is very high, you can pretty much guarantee that the newer versions will use more processing with all of the newly added features, such as Zoom AI Companion

Given that these devices in the thread may have reached the maximum version of Zoom that can be run on them. Of course, updating all available drivers to the most recent available version may help.

@lordofthemoon this maybe the same use case with AMD Phenom 1055T CPU release date of 2010; @pclogicnz xeon e5-2620 release 2012; so-on.

But as stated; if you're able to access Zoom Support by submitting a ticket; recommend looking into Sending meeting or webinar problem report and client logs after you submit a ticket from here to pinpoint exactly what's maybe the cause of this.

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ad141

Newcomer

The current 64-bit latest version of Zoom 5.17.2 has the same issue, but the 32-bit version works fine. Something to keep in mind (from what I noticed) is that updating Zoom from its interface defaults to downloading the latest 64-bit version (and discarding the old 32-bit version), so you would have to download the latest version of Zoom manually if you want to stick to the 32-bit version on a 64-bit pc). Therefore, this bug regarding the 64-bit client not launching should still get fixed in my opinion especially because manually downloading the latest 32-bit version of Zoom is inconvenient.

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lordofthemoonAuthor

Newcomer

Hi all, I raised a ticket with Zoom tech support and after a bit of back and forth, I've now had this reply:

Zoom tech support wrote:
Starting Zoom client 5.16.0 and up, we upgraded to OpenSSL 3.1.1 .
The workaround would be to use the 32bit for now, or 64bit version before 5.16.0.
The fix is included in 5.17.5 with the upgrade to OpenSSL 3.1.4. Unfortunately I don't have a release date yet. But this should be out soon.

I'm going to stick with 5.15.11 until 5.17.5 is out and will report back after I try that.

Raj.