Platform: Class

Version: All

Issue:

When users try to join a class they may see a dialog indicating that the Client is incompatible with SDK version.  They may also see the app is “Connecting,” or receive a “Connection Failed” error indefinitely and are unable to join any Class sessions.

This could mean that the version of the Zoom SDK that is in use by your Class application is below the minimum required version of Zoom set by the IT team of your organization.

Resolution:

Zoom now provides the ability to set the minimum Zoom SDK version separately from the minimum version of the standard Zoom client.

For individual users:

Please update your Class App to the latest version. If the issue persists after updating, please submit a support request. If you are already on the latest version, or you cannot update the app yourself, please notify your Class admin.

For administrators of Class and IT professionals:

1. Reach out to Zoom’s support team to request that the option to “set the minimum SDK version” be enabled for your account. Once the SDK minimum version option is enabled, you can select a minimum version uniquely for each platform where the SDK is used (screenshot below).
2. Refer to Class’ release notes to identify the minimum SDK versions that should be set for each applicable platform (iOS, Windows, macOS).
3. Set the minimum version to the Class SDK version that should be in use and save your settings. If the error messages continue to appear when attempting to join a Class, please contact the Class support team for additional troubleshooting.

For additional detail, see Requiring users to update Zoom on Zoom’s support site.