Zoom workplace windows app unable to connect. to zoom i assume

[Protector152]

Hello everyone,

i am having issues with the windows Zoom Workplace app version 6.3.6(56144), this started a week ago. For some reason i am unable to get either the 64 bit or 32 bit app to connect. Though i am unsure what they are trying to connect to.
after logging in to the app with my email and password i see the "working" dot circle then the following message appears

"It looks like we are unable to connect. Please check your network and try again."

the only two other things that show up in the window are the blue "try again" button right below the message and a small "< Back " in the lower left corner.

i have no issue logging into zoom workplace via my browser (firefox in case you want to know) so i know my log in info is correct and my net is stable.

am i correct in thinking that the app is trying to connect to Zoom? or is it trying to access Google? how to i get the app (i think it's a webapp?) to connect with whatever it is looking for? how to i debug the app? clear it's cache? access it's settings without logging in?

any help would be appreciated.

Regards,

Protector152

[storyhub]

Only one version of the app should be installed. If you have a 64bit machine then only install the 64bit version. IF you also installed the 32bit version on a 64bit machine that will cause problems.

[Protector152]

Fair point, and i agree. in this case i uninstalled the app, reinstalled the 64 bit version, tried to log in, got the "can't connect" message then uninstalled it and tried with the 32 bit version. that didn't work either. 

i am about to do a fresh install of the 64 bit version after uninstalling zoom removing the traces of it from the AppData folder. i'll let you know how it goes and what (if anything) happens when i try to join a meeting from the app.

Thank you for the help so far Storyhub 🙂

[Protector152 · Accepted solution]

update: i seem to have solved the issue... i have no idea WHY this worked but here is what i did. Note: this was a fresh install of the 64bit app

1. go to the following directory: C:\Users\User\AppData\Roaming\Zoom\bin

2. run Zoom_launcher.exe

3. wait for zoom to install/update itself (no i'm not sure what one it did, although it did delete the contents of the bin folder and generate a new bin folder: bin_00)

4. log in to zoom.

like i said i don't know why this worked but it did.