Zoom Room Updates

[user121]

Is this some sort of new bug?

We've recently been getting frequent Update Required popups saying "Your app version needs to be higher to start this meeting. Please contact your IT team to update your app."

I am the IT admin for my company so I have access to the Admin account to control our company's Zoom account. When I checked for updates on the Admin account the first time, there weren't any updates available. I restarted the PC and opened up Zoom Rooms, it worked again.

Today we got the same popup error. When I checked the Admin account again there were still no updates available. I restarted Zoom Rooms (instead of the PC this time) and it started working fine again, there were no "Update Required" errors. 

Is this some sort of new bug? Are there any fixes to this issue? We have our Zoom Room setup to update automatically to prevent our users from seeing any of this and causing any delays in their workday.

Thanks in advance for any help. 

[bstrelko]

Can you confirm which version(s) of Zoom Rooms your affected PCs were running when the alert popped up?

Do all affected Zoom Room PCs show the 'ZDM' icon (indicating that their software deployments are manageable by Zoom) in your Zoom Admin Portal?

[user121]

We have been running version 5.17.6 64bit. 

Only the Logitech TAP part of our Zoom Room shows the ZDM icon. 

[bstrelko]

You'll need to enroll the device(s) in ZDM to manage versioning and updates via Zoom.

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0060137

[MitchP]

I, too, are unable to enter my Zoom meeting on my desktop. I currently have version 5.13.3 and have been unsuccessful in downloading the requested 5.14.5. Please advise.

[RN]

Hey @user121 @Donnatravel @MitchP this maybe due to what's set from the Device management for Zoom admins this suggested is related to Zoom Rooms. This also could be what is set at the Account Level from https://zoom.us/account/setting > General. You will then see a list of what is set for the minimum client version, the minimum client version maybe the latest version release. 

[RN]

Hey @user121 let me know if this reply helps! If so, please do not forget to click that 'Accept as Solution' button; if you're still needing help, please let us know how else we can help you. 🙂 Looking forward to your reply! 

[user121]

This did not help. 

[Donnatravel]

I also have been unable to download 5.14.5    Please advise

[user121 · Accepted solution]

I found the issue. Our Logitech Scheduler Zoom Device was a few updates behind and wouldn't update for some reason, and it was the only Zoom device part of our Zoom room that was not updated to the latest version. For whatever reason, trying to update the device through the Zoom portal wasn't working. However, we didn't really pay any mind to it since the Zoom meetings worked anyways, until very recently. 

I realized the device needed the Logitech update to be pushed through first, then I could send the Zoom updates through and it started working. 

[RN]

Amazing news @user121 thank you for the update! 

[YYCChris]

Can you please help me with how I get the Logitech update.  I am having the same issue - I haven't used rooms for a few years and all my hardware is out of date and I am not a technical person.  I think I need to update the Logitech controller, but not sure how to do that.  Any assistance is appreciated. 

[bstrelko]

You'll need to update your Logitech devices in one of three ways:

1. Via ZDM / Zoom Admin Portal (if these devices are managed in your Zoom tenant, you'll have an up-arrow next to the software [ZR] and firmware [CollabOS] versions). Click it.
2. Via LNA (Local Network Access) - must be enabled on the Logitech device. Just navigate to the web address of the device and enter credentials, then update.
3. Via Sync Portal - if your Logitech device is enrolled in Sync, you can update via the Sync Portal.
   
   A bit of Googling will explain each option in detail.

[YYCChris]

Thanks.  Having challenges still with this, but heard back from a Logitech ticket I filed, so confident will get this resolved.  Appreciate the quick response.