Zoom App won't launch - Windows/Chrome

[p789jsb]

When I clicked the meeting link, it would always launch the zoom app and take me to the meeting. Was very stable and working for many years. Suddenly, Zoom app won't launch. Even when I click the "Launch Meeting" button, nothing happens. I'm on Windows 10 and Chrome (latest updates for both). I've tried everything: Restarted PC, Cleared cookies, cleared cache, uninstalled and re-installed the Zoom app, including "Cleanzoom", verified camera and mic permissions, verified updated drivers on camera, even tried editing the "Preferences" file in the default directory as someone has suggested. Nothing has worked and I keep having the same issue. I have another (slightly older) laptop running same Windows/Chrome and everything works perfectly there. Can someone please suggest a solution? Thanks for your support.

[newl]

Hello @p789jsb 

Sounds like you have tried everything so I don't have much to add other than make sure you have the most recent version of the CleanZoom application.

https://assets.zoom.us/docs/msi-templates/CleanZoom.zip

If you still can't get the Windows Zoom application to run correctly and need access to Zoom, you can connect using Zoom's Progressive Web Client (https://pwa.zoom.us/wc/home)

This works quite well via most modern browsers.

Using the Zoom Web App

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0059744

Good Luck and I hope this Helps!

[p789jsb]

Thank you for the quick reply.
I uninstalled, used the "new" CleanZoom and re-installed - no luck, issue remains unchanged.
If I use the Web Client link, I can get into the meeting, but video doesn't work (video button is "greyed-out", and unclickable!). This is the same as using the "Join from your browser" option on the Zoom screen when the app failed to launch. If someone can figure out why video doesn't work using this process, that would also be helpful.
The Zoom Web App ("Zoom PWA") appears to be designed for mobile platforms only (Android/IOS). I am able to use Zoom perfectly well on my iPhone without the PWA app, so my issue is simply limited to the desktop PC. Since our calls often involved lots of screen sharing of data and Excel spreadsheets, I need my 32" desktop monitor and keyboard and am really limited on my little iPhone.

Just checking online, I see that many other users are having the same issues as me (including no video on the browser version), so I'm hoping someone out there knows how to fix it!

[newl]

Hi @p789jsb ,

One common thread I have seen related to video and sound issues while using the browser/PWA is you have to make sure to give the browsers access to the camera and mic.

Here are the instructions:

Chrome Users

https://support.google.com/chrome/answer/2693767?hl=en&co=GENIE.Platform%3DDesktop

Firefox Users

https://support.mozilla.org/en-US/kb/how-manage-your-camera-and-microphone-permissions

Hope this is helpful

[p789jsb · Accepted solution]

I found the solution! 

This problem I was having is a known bug in the most current release, and will be fixed when the next Release 5.16.10 is out (by end of month). In the interim, if anyone is having this issue, just download and install an older Release, I installed 5.15.11 and everything works like a charm. Case closed, and a most sincere thanks for Newl for his help as well.

[newl]

Hey @p789jsb ,

Glad to hear you found a workaround and thank you for sharing the fix!

I'm sure other will find that very valuable!

Cheers

[AuroraSky1181]

Where can I download the older version from for android tablet?

[georgemac]

I am having a similar problem and would like to download an old version. How do I do it?

[georgemac]

I found an alternative solution to the problem of zoom not starting in windows 10. I couldn't download a  previous 64 bit version of the app; couldn't find a way of doing it. So I tried the current 32 bit version. That works 

[Narwhal]

I had this problem too! I was trying to launch the Zoom app on my tablet and was getting frustrated when it wouldn't let me. I realized the Chrome browser was requesting the desktop site. Once that was switched to the mobile site, I was able to launch Zoom.