Zoom Desktop App Crashes When Windows Explorer Opens for File Downloads
We are seeing this issue occurring across multiple user devices within our environment. Reinstalling Zoom does not resolve the problem, and even when setting up a completely new machine, the issue still presents itself immediately upon installation.
At this time, there appears to be no available documentation from Zoom that addresses this behavior or provides any known resolution. Given that all affected machines are operating under the same environment configuration, we are currently at a standstill in determining the most effective next steps.
Across multiple users and multiple machines within our environment, the Zoom Desktop application crashes immediately after the Windows Explorer file dialog opens when attempting to download files from Zoom Team Chat.
This issue is fully reproducible and occurs consistently.
Detailed Behavior
- A user clicks Download on any file sent via Zoom Team Chat.
- Windows Explorer launches to select or confirm the download location.
- The Explorer window appears partially rendered or blank (typically the left navigation pane is missing).
- Within moments, Zoom crashes or force‑closes without an error message.
This same behavior also occurs when attempting to change the download location for cloud recordings, since this action also opens Windows Explorer.
Additionally, Windows Explorer itself exhibits abnormal behavior independent of Zoom (e.g., missing navigation pane), but only when triggered by Zoom.
Troubleshooting Completed
We have already attempted the following steps across multiple devices:
- Full Zoom reinstall (uninstall + removal of remaining Zoom folders + clean reinstall)
- Installation of Zoom on completely new machines with no prior user data
- Verified Windows and Microsoft 365 Apps are fully updated
None of these actions have resolved the issue.
Even freshly built, out‑of‑box devices exhibit the same crash immediately after installing Zoom.
Environment Details
- Operating Systems: Windows 11
- Zoom Desktop App: Latest version available at the time of testing
- Microsoft 365 Apps: Installed
- All affected users operate within the same environment configuration
Additional Context
- The issue occurs only when Zoom attempts to invoke Windows Explorer
- All other features of Zoom function normally
- The issue is impacting productivity as file downloads and directory changes are not possible
At this time, we have been unable to locate any Zoom documentation, known issues, or release notes that address this problem.
Request for Assistance
Given that this issue:
- Occurs across multiple users
- Persists through reinstalls
- Appears on brand‑new machines
…we would appreciate any guidance, escalation, known issues, or diagnostic steps Zoom Support can provide.