Failed Zoom installation on new MacBook Air with M1 chip

Question

Failed Zoom installation on new MacBook Air with M1 chip

I'm trying to help my father-in-law troubleshoot why he can't install the Zoom app on his new M1 chip MacBook Air. Steps: I invited him to a Zoom meeting; he clicked the link; he selected the option to download the app; software downloaded; he clicked on the package and got this error message: "Not eligible for Installation. Installing 'Zoom' requires Rosetta to be installed. Rosetta is not currently available in your country or region." (He lives just outside Austin, TX.)

Thanks to anyone who can help!

MacBook Air

Posted on Dec 3, 2020 8:11 AM

Reply

Answer 1

VikingOSX

Level 10

123,374 points

Dec 12, 2020 1:19 PM in response to Deborah Burks

On that M1 Air, and in System Preferences : Language & Region, what is the top most Preferred language? It better be English as that language is checked to establish locale.

The second thing to check is if this Zoom application was compiled for Big Sur, and if so, it may have a Use Rosetta2 check box on the application's Get Info panel. In /Applications folder, locate the Zoom application, click once, and press ⌘+i to open that info panel. If the Use Rosetta2 is there, then select that, and when Zoom is run again, it may cause a very short downloading Rosetta2 panel.

Reply

Answer 2

jdo_apple

Community Specialist

Dec 9, 2020 10:48 AM in response to Deborah Burks

Hello Deborah,

Thanks for that info and for choosing the Apple Support Communities. If we understand correctly, your father-in-law is not able to launch Zoom on his new MacBook Air. To help with this, please make sure he follows the steps in this Apple resource and then contact Apple directly if he needs any further assistance.

If you need to install Rosetta on your Mac

Get Support

Cheers!

Reply

Answer 3

Dec 12, 2020 12:37 PM in response to jdo_apple

Thanks for replying. It may well be that he/we will need to call Apple directly, but I want to clarify our problem because the resource you linked doesn't address the issue.

When he began the installation process for Zoom, he did NOT get the dialog offering to install Rosetta. Instead, he got an error saying he'd need Rosetta, but that Rosetta isn't available in his country or region. This made no sense because he is in the US. (I mean, I know Texas often acts as if it's a foreign country or separate universe, but for purposes of operating a new M1 Mac, I think the error message was... in error.)

Reply

Answer 4

jdo_apple

Community Specialist

Dec 12, 2020 1:07 PM in response to Deborah Burks

Thanks for replying, Deborah, and that additional info, it really helps! Next, make sure the Mac is fully up to date to macOS 11.0.1, as the updates contain stability fixes that can resolve issues like your father-in-law's, as well as important security updates to keep his Mac safe. If he is still having this issue after updating, yes, please have him contact Apple directly for further investigation into his situation:

How to update the software on your Mac

Use the App Store to update apps on Mac

Get Support

Have a great day and thanks for using the Apple Support Communities!

Reply

Failed Zoom installation on new MacBook Air with M1 chip

Similar questions