Issue

Zoom users are experiencing error code 10004 when their macOS desktop client fails to perform an auto-update.

Environment

This issue impacts devices running macOS 13 Ventura beta 5 or higher. 

Resolution

Contact your IT admin

If you're part of an account managed by an organization that deploys Zoom to your device, you should reach out to your IT department for assistance on updating.

Uninstall and reinstall Zoom

If you're able to download Zoom (without being blocked by an IT department), you can try uninstalling the desktop app, rebooting the device, and then reinstalling the Zoom app to the latest version.

Uninstall from the Zoom app

1. Open the Zoom desktop application.
2. At the top of the screen, click zoom.us, then click Uninstall Zoom.
3. Click OK to confirm uninstalling the Zoom desktop application and its components.
   The Zoom desktop app will be uninstalled. 
4. In the top-left corner of the desktop window, click the Apple icon  and click Restart.
   Follow the on-screen prompts to reboot the device.
5. Download and reinstall the Zoom app from the Download Center.

Note: IT deployments using a .plist file are unaffected.

Issues uninstalling 

If you are having issues uninstalling the Zoom app:

1. On the macOS device, launch Finder.
2. Open the Applications folder and locate the Zoom application.
3. Right-click on Zoom, then left-click on Show Package Contents.
   A folder for the Zoom app's files will open. 
4. In the Contents folder, open the Frameworks folder. 
5. Find and then double-click on the ZoomUninstaller application.
   The Zoom desktop app will be uninstalled. 
6. In the top-left corner of the desktop window, click the Apple icon  and click Restart.
   Follow the on-screen prompts to reboot the device.
7. Download and reinstall the Zoom app from the Download Center.

Issues reinstalling

If you are having issues reinstalling the Zoom app, we recommend reviewing the install permissions for your system. In addition, you may need to enable permissions for the Zoom installer itself:

1. In System Settings, click Privacy & Security.
2. Click on Full Disk Access.
3. Look for Installer, and enable it. 
4. Back under Privacy & Security, click on Files and Folders.
5. Enable Installer.

Additional troubleshooting

For further assistance and troubleshooting, learn which support options are available to you:

• If you're an unlicensed user or on a Basic (free) account, use the Zoom Community to find solutions and ask questions about error code 10004.
• If you're a Licensed user on a paid account, submit a request to Zoom Support. Please provide as much information as possible in your request.