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zoom mac client install problem- has not fixed even with the latest update to 5.2.0

Zoom Mac client (5.2.0) always installs corruptly.

1) logging in via the client has me as a "basic" subscriber when I am a paid subscriber. I am using the correct email address.

2) there are no virtual backgrounds for me to choose

3) uninstalling, emptying the trash and redownloading does not fix the problem.

4) the schedule a session is "grayed' out.

Zoom support has not figured it out. I can schedule Zoom via the web only. It will run with the link but with no virtual backgrounds that I can add or adjust. Thanks, Ross

MacBook Pro with Touch Bar

Posted on Aug 9, 2020 12:45 AM

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Aug 9, 2020 1:23 AM in response to Ross Dehovitz1

There is almost certainly a conflict with something else installed on your mac.

Millions of people have been using Zoom very successfully in the last few months, and this is the first time I’ve heard of a problem like this.


Please run Etrecheck and post its full report here. Use the additional text button below the message and paste the whole report.

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Aug 9, 2020 4:10 PM in response to Luis Sequeira1

EtreCheck version: 5.6 (5212) Report generated: 2020-08-09 16:00:02 Download EtreCheck from https://etrecheck.com Runtime: 1:45 Performance: Excellent Sandbox: Enabled Full drive access: Disabled Problem: Other problem Description: problem with Zoom install Major Issues: Anything that appears on this list needs immediate attention. Unsigned files - There are unsigned software files installed that could be adware and should be reviewed. Minor Issues: These issues do not need immediate attention but they may indicate future problems or opportunities for improvement. Clean up - There are orphan files that could be removed. Unsigned files - There are unsigned software files installed. Apple has said that unsigned software will not run by default in a future version of the operating system. 32-bit Apps - This machine has 32-bits apps will not work on current versions of the operating system. Limited drive access - More information may be available with Full Drive Access. Kernel extensions present - This machine has kernel extensions that may not work in the future. Sharing enabled - This machine has sharing services enabled that could be a security risk. Hardware Information: MacBook Pro (13-inch, 2020, Four Thunderbolt 3 ports) MacBook Pro Model: MacBookPro16,2 2.00 GHz Quad-Core Intel Core i5 (i5-1038NG7) CPU: 4-core 32 RAM - Not upgradeable BANK 0/ChannelA-DIMM0 - 16 GB LPDDR4X 3733 BANK 2/ChannelB-DIMM0 - 16 GB LPDDR4X 3733 Battery: Health = Normal - Cycle count = 7 Video Information: Intel Iris Plus Graphics - VRAM: 1536 MB LED Cinema Display 1920 x 1200 Drives: disk0 - APPLE SSD AP2048N 2.00 TB (Solid State - TRIM: Yes) Internal PCI-Express 8.0 GT/s x4 NVM Express disk0s1 - EFI [EFI] 315 MB disk0s2 [APFS Container] 2.00 TB disk1 [APFS Virtual drive] 2.00 TB (Shared by 5 volumes) disk1s1 - Macintosh HD (APFS) (Shared - 11.19 GB used) disk1s2 - Macintosh HD - Data (APFS) [APFS Virtual drive] (Shared - 932.59 GB used) disk1s3 - Preboot (APFS) [APFS Preboot] (Shared) disk1s4 - Recovery (APFS) [Recovery] (Shared) disk1s5 - VM (APFS) [APFS VM] (Shared - 1.07 GB used) Mounted Volumes: disk1s1 - Macintosh HD 2.00 TB (Shared - 11.19 GB used, 1.07 TB available, 1.06 TB free) APFS Mount point: / Encrypted Read-only: Yes disk1s2 - Macintosh HD - Data [APFS Virtual drive] 2.00 TB (Shared - 932.59 GB used, 1.07 TB available, 1.06 TB free) APFS Mount point: /System/Volumes/Data Encrypted disk1s5 - VM [APFS VM] 2.00 TB (Shared - 1.07 GB used, 1.06 TB free) APFS Mount point: /private/var/vm Encrypted disk2s2 - T******************s 3.00 TB (2.80 TB used, 202.37 GB free) Mac OS Extended (Case-sensitive, Journaled) Disk Image Mount point: /Volumes/T******************s Network: Interface en9: USB 10/100/1000 LAN Interface en0: Wi-Fi 802.11 a/b/g/n/ac Interface en6: Bluetooth PAN Interface bridge0: Thunderbolt Bridge Interface bridge0: Thunderbolt Bridge 2 File sharing: Enabled Screen sharing: Enabled System Software: macOS Catalina 10.15.6 (19G73) Time since boot: About a day Notifications: Notifications not available without Full Drive Access. Security: Gatekeeper: Enabled System Integrity Protection: Enabled Antivirus software: Apple File sharing: Enabled Screen sharing: Enabled Unsigned Files: Launchd: ~/Library/LaunchAgents/com.skype.skype.shareagent.plist Executable: /Applications/Skype.app/Contents/Library/LaunchServices/com.skype.skype.shareagent.bundle/Contents/MacOS/com.skype.skype.shareagent Details: Exact match found in the legitimate list - probably OK Launchd: ~/Library/LaunchAgents/com.code42.menubar.plist Executable: /Applications/CrashPlan.app/Contents/MacOS/CrashPlanWeb --menubar --desktop Details: Exact match found in the legitimate list - probably OK Launchd: ~/Library/LaunchAgents/com.swarmcast.autobahn.plist Executable: /Users/***/Library/Application Support/Swarmcast/mlb-nexdef-autobahn Details: Exact match found in the legitimate list - probably OK Launchd: ~/Library/LaunchAgents/com.DigiDNA.iMazing2Mac.Mini.plist Executable: /Applications/iMazing.app/Contents/MacOS/iMazing Mini.app/Contents/MacOS/iMazing Mini Launchd: ~/Library/LaunchAgents/com.citrixonline.GoToMeeting.G2MUpdate.plist Executable: ~/Library/Application Support/CitrixOnline/GoToMeeting/G2MUpdate Details: Exact match found in the legitimate list - probably OK Apps: 6 32-bit Applications: 35 32-bit apps Kernel Extensions: /Library/Application Support/Citrix Receiver CitrixGUSB.kext (20.07.0 - SDK 10.9) System Launch Agents: [Not Loaded] 16 Apple tasks [Loaded] 156 Apple tasks [Running] 141 Apple tasks System Launch Daemons: [Not Loaded] 31 Apple tasks [Loaded] 171 Apple tasks [Running] 134 Apple tasks [Other] One Apple task Launch Agents: [Loaded] com.citrix.AuthManager_Mac.plist (Citrix Systems, Inc. - installed 2020-07-23) [Running] com.citrix.ReceiverHelper.plist (Citrix Systems, Inc. - installed 2020-07-23) [Running] com.citrix.ServiceRecords.plist (Citrix Systems, Inc. - installed 2020-07-23) [Loaded] com.google.keystone.agent.plist (Google, Inc. - installed 2020-05-29) [Loaded] com.google.keystone.xpcservice.plist (Google, Inc. - installed 2020-05-29) [Loaded] com.microsoft.OneDriveStandaloneUpdater.plist (Microsoft Corporation - installed 2020-08-03) [Loaded] com.microsoft.update.agent.plist (Microsoft Corporation - installed 2020-07-15) Launch Daemons: [Loaded] com.adobe.fpsaud.plist (Adobe Inc. - installed 2020-06-23) [Loaded] com.citrix.ctxusbd.plist (Citrix Systems, Inc. - installed 2020-07-23) [Loaded] com.google.keystone.daemon.plist (Google, Inc. - installed 2020-05-29) [Loaded] com.microsoft.OneDriveStandaloneUpdaterDaemon.plist (Microsoft Corporation - installed 2020-08-03) [Loaded] com.microsoft.OneDriveUpdaterDaemon.plist (Microsoft Corporation - installed 2020-08-03) [Loaded] com.microsoft.autoupdate.helper.plist (Microsoft Corporation - installed 2020-07-15) [Loaded] com.microsoft.office.licensingV2.helper.plist (Microsoft Corporation - installed 2020-05-11) [Loaded] com.microsoft.teams.TeamsUpdaterDaemon.plist (Microsoft Corporation - installed 2020-06-03) User Launch Agents: [Loaded] com.DigiDNA.iMazing2Mac.Mini.plist (? 0 - installed 2020-03-07) [Loaded] com.apple.SafariBookmarksSyncer.plist (Apple - installed 2009-01-09) [Other] com.citrixonline.GoToMeeting.G2MUpdate.plist (? 0 - installed 2015-10-10) [Other] com.code42.menubar.plist (? 0 - installed 2020-02-17) [Loaded] com.skype.skype.shareagent.plist (? 0 - installed 2017-11-09) [Other] com.swarmcast.autobahn.plist (? 0 - installed 2008-04-27) User Login Items: [Not Loaded] Launcher Disabler (Microsoft Corporation - installed 2020-08-03) Modern Login Item /Applications/OneDrive.app/Contents/Library/LoginItems/Launcher Disabler.app [Not Loaded] OneDrive Launcher (Microsoft Corporation - installed 2020-08-03) Modern Login Item /Applications/OneDrive.app/Contents/Library/LoginItems/OneDrive Launcher.app [Not Loaded] HDXCastHelper (Citrix Systems, Inc. - installed 2020-08-04) Modern Login Item /Library/Application Support/Citrix Receiver/Citrix Casting.app/Contents/Library/LoginItems/HDXCastHelper.app Internet Plug-ins: FlashPlayer-10.6: 32.0.0.403 (Adobe Inc. - installed 2020-07-14) Flash Player: 32.0.0.403 (Adobe Inc. - installed 2020-07-14) User Internet Plug-ins: User Internet Plug-ins need Full Drive Access User Audio Plug-ins: User Audio Plug-ins need Full Drive Access User iTunes Plug-ins: User iTunes Plug-ins need Full Drive Access 3rd Party Preference Panes: Flash Player (Adobe Inc. - installed 2020-06-23) Backup: Time Machine information not available without Full Drive Access. 5 local snapshots Oldest local snapshot: 2020-08-08 12:52:02 Last local snapshot: 2020-08-09 11:59:02 Performance: System Load: 2.08 (1 min ago) 1.74 (5 min ago) 1.64 (15 min ago) Nominal I/O speed: 0.39 MB/s File system: 22.49 seconds Write speed: 2603 MB/s Read speed: 2577 MB/s CPU Usage Snapshot: Type Overall System: 5 % User: 5 % Idle: 90 % Top Processes Snapshot by CPU: Process (count) CPU (Source - Location) Other processes 47.57 % (?) EtreCheck 16.02 % (App Store) Mail 10.86 % (Apple) trustd 0.65 % (Apple) Finder 0.29 % (Apple) Top Processes Snapshot by Memory: Process (count) RAM usage (Source - Location) Mail 955 MB (Apple) EtreCheck 571 MB (App Store) corespotlightd 390 MB (Apple) photolibraryd 348 MB (Apple) Safari 348 MB (Apple) Top Processes Snapshot by Network Use: Process (count) Input / Output (Source - Location) Other processes 12.42 GB / 4.40 GB (?) Mail 296 KB / 131 KB (Apple) rapportd 44 KB / 22 KB (Apple) SystemUIServer 0 B / 384 B (Apple) routined 0 B / 0 B (Apple) Virtual Memory Information: Physical RAM: 32 GB Free RAM: 8.62 GB Used RAM: 12.92 GB Cached files: 10.46 GB Available RAM: 19.08 GB Swap Used: 0 B Software Installs (past 30 days): Install Date Name (Version) 2020-07-14 Microsoft Word 2020-07-14 Microsoft Excel 2020-07-14 Microsoft OneNote 2020-07-14 Microsoft Outlook 2020-07-14 Microsoft PowerPoint 2020-07-14 Adobe Flash Player 2020-07-15 Microsoft AutoUpdate 2020-07-15 macOS 10.15.6 Update 2020-07-17 Extreme Landings (3.6.2) 2020-07-21 GarageBand (10.3.2) 2020-07-23 MRTConfigData (1.64) 2020-08-04 Citrix Workspace (20.07.0) 2020-08-05 Motif (2.2.0) 2020-08-06 XProtectPlistConfigData (2128) 2020-08-08 Zoom (5.2.42634.0805) 2020-08-09 EtreCheck (5.6) Clean up: ~/Library/LaunchAgents/com.code42.menubar.plist /Applications/CrashPlan.app/Contents/MacOS/CrashPlanWeb Executable not found ~/Library/LaunchAgents/com.swarmcast.autobahn.plist /Users/***/Library/Application Support/Swarmcast/mlb-nexdef-autobahn Executable not found Diagnostics Information (past 7-30 days): Directory /Library/Logs/DiagnosticReports is not accessible. Enable Full Drive Access to see more information. End of report


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zoom mac client install problem- has not fixed even with the latest update to 5.2.0

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