Newcomer

Question

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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John_713

Newcomer

The problem seems to be specific to the 5.16.x 64-bit client for Windows running on AMD processors.
I tried it on several different systems, both Intel and AMD processors. It installs correctly on Intel platforms, but consistently fails on AMD systems.
I was hoping that it had been resolved on the 5.16.5 release, but it apparently has not.

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lordofthemoonAuthor

Newcomer

I'm on an AMD system as well, so that's sounding right.

Edit: sorry, I didn't realise I'd already supplied my system details in the original message (and it doesn't look like you can delete a message)

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rn-zm

Community Manager

Hi @lordofthemoon @John_713 could you please attempt to run the CleanZoom.exe method from Uninstalling and reinstalling the Zoom application (Run CleanZoom to remove Zoom completely), afterwards please restart your device, and reinstall Zoom. Please confirm first before downloading whether your device is 32bit or 64bit

October 23, 2023 version 5.16.5 (24296) - Windows

EXE 32-bit: https://zoom.us/client/5.16.5.24296/ZoomInstaller.exe
EXE 64-bit: https://zoom.us/client/5.16.5.24296/ZoomInstaller.exe?archType=x64

After using the above download links; please let me know if you were able to open Zoom successfully! I am running a windows device with AMD Ryzen 7 5800x that has no issues opening the Zoom Desktop Client.

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mike_myers

Newcomer

I have an AMD Phenom II 64-bit, and had the same problem after installing the latest version (the Zoom app would not start). After using the provided links to run ZoomClean and to roll back to 5.16.5.24296, it works again. Thanks!

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pclogicnz

Newcomer

Also does not open on my HP ML350 G8 Xeon E5-2620 (Windows Server 2016) and my HP ML350 G10 Xeon Silver 4210 (Windows server 2016) I tried the Zoom uninstall, reboot and reinstall but the same. Roll back to previous version only solution.

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pclogicnz

Newcomer

It is not fixed in v5.16.6 either.

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ad141

Newcomer

Please fix this issue, I also have an AMD processor and am getting the same problem as others mentioned. All applications work except the Zoom client.

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Ippotis

Newcomer

With the previous version works fine on AMD Cpu. Propably a bug. I hope in 5.16.7 will be fixed. Thanks RN!!!!

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ifurman

Community Champion | Customer

Some users have been having issues with Zoom v 5.16 on Windows Servers 2016/2019 and some Windows pc's running older AMD cpu's. Zoom is aware of the issue and plans to fix it in its next release 5.16.10 by the end of the month.

In the meantime, try using 5.15.11 from here as it should work for you until 5.16.10 comes out, https://zoom-us-zoom.en.uptodown.com/windows/versions

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DaveRo

Newcomer

Thank you for this most helpful advice. Ver 5.16.6 would not start on my Win 10 22H2 with Intel Xeon 64bit Dell Precision 690, and I got a black screen in Edge browser video. Ver 5.15.11 cured it all.

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DaveRo

Newcomer

Unfortunately, (@ifurman please note) I still have the same problem of not starting when I use the new Version 5.16.10 (26186).

I am again most grateful to be able to go to uptodown.com and download Version 5.15.11 (21032), which mercifully, still works.

Perhaps the problem Zoom fixed with 5.16.10 isn't the only problem that needed fixing.

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CliftonS

Newcomer

Just tried to install 5.16.10 on my AMD system. No go. It will not start. Reverting back to v5.15.11 which works perfect! Too bad they claim something is fixed but they don't seem to reach out to us who are actually having the problem.

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ad141

Newcomer

In the release notes for 5.16.10, it never said that they fixed the issue with Zoom not launching on old AMD systems, they were being vague with the fixes. They said "minor bug fixes" under the Resolved Issues section, but never specified what bugs they've fixed.

I agree, it is super frustrating dealing with this issue. I've upgraded my AMD system to a SSD to boost its performance with loading apps, and was disappointed to find out that I couldn't launch Zoom since I use my AMD system a lot for Zoom meetings.

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ifurman

Community Champion | Customer

It seems like 5.16.10 fixes the issues with Zoom loading on Windows Server 2016/2019. But there are still issues with Zoom loading on older AMD CPU's from what I have read here. Zoom 5.16.10 is currenly working for me in Windows 11 on my Ryzen 5600x.

For those with older AMD CPU's and are still having issues, please keep using 5.15.11 for now.