This article explains what to do when the CloudTalk desktop app shows an “Unable to update” message and can’t install a new version.
Symptoms
The desktop app shows a message like this, with the options Download now and Download later:Unable to update. Ooops. We had trouble downloading an update for your app, please download and reinstall new version.This message is only about the app update. It doesn’t affect your account, your numbers or your plan.
Check that your operating system is supported
The desktop app only receives updates on Windows 10 or 11 and macOS 11 or later. On older systems, such as Windows 7, Windows 8 or macOS 10.15 and earlier, the app no longer receives updates and an update prompt appears each time it starts. Update your operating system, or use CloudTalk in a supported browser at phone.cloudtalk.io. See System & Network Requirements.Fix the update
- Click Download now in the message to try again.
- If the message comes back, reinstall the app: fully quit CloudTalk, uninstall it, download the latest version from cloudtalk.io/download-app, then install it and log in again. The full clean-reinstall steps are in Desktop App Closes Unexpectedly.
- If the download keeps failing, ask your IT team to check that your firewall and antivirus allow CloudTalk’s domains (
*.cloudtalk.io) on ports 80 and 443. See System & Network Requirements.
Contact Support
If the message keeps appearing after a clean reinstall, contact CloudTalk Support and include:- Your operating system and version
- Your CloudTalk app version (shown in the app menu)
- Whether other agents on your team see the same message
Need help or have a question? Just reach out through our Support portal — we’re here for you.