> ## Documentation Index
> Fetch the complete documentation index at: https://help.cloudtalk.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Desktop app shows "Unable to update"

> What to do when the CloudTalk desktop app can't download an update

> [!NOTE]
>
> This article explains what to do when the CloudTalk desktop app shows an "Unable to update" message and can't install a new version.

**User level:** Agent, Admin, Supervisor

***

## 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](https://phone.cloudtalk.io). See [System & Network Requirements](https://help.cloudtalk.io/en/articles/2144647-system-network-requirements.md#h_3ec6baa47e).

## Fix the update

1. Click **Download now** in the message to try again.
2. If the message comes back, reinstall the app: fully quit CloudTalk, uninstall it, download the latest version from [cloudtalk.io/download-app](https://www.cloudtalk.io/download-app/), then install it and log in again. The full clean-reinstall steps are in [Desktop App Closes Unexpectedly](https://help.cloudtalk.io/en/articles/16039274-desktop-app-closes-unexpectedly.md#h_cef86e75c4).
3. 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](https://help.cloudtalk.io/en/articles/2144647-system-network-requirements.md#h_cec200f68c).

If your IT team installs CloudTalk for you, for example on many computers at once, they may need to push the new version themselves. See [Deploying CloudTalk Phone across a fleet](https://help.cloudtalk.io/en/articles/16801942-deploying-cloudtalk-phone-across-a-fleet.md).

## Contact Support

If the message keeps appearing after a clean reinstall, contact [CloudTalk Support](https://support.cloudtalk.io/hc/en-us/requests/new?ticket_form_id=26305535257884) 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

> [!TIP]
>
> One-way audio or call delays that start at the same time are a separate issue. See [Can't hear or poor audio during calls](https://help.cloudtalk.io/en/articles/12008227-can-t-hear-or-poor-audio-during-calls.md).

***

*Need help or have a question?* Just reach out through our [Support portal](https://support.cloudtalk.io/hc/en-us/requests/new?ticket_form_id=26305535257884) — we're here for you.


## Related topics

- [Desktop App Closes Unexpectedly](https://help.cloudtalk.io/en/articles/16039274-desktop-app-closes-unexpectedly.md)
- [Incoming calls ring on mobile but not in the desktop app](https://help.cloudtalk.io/en/articles/incoming-calls-not-ringing-in-desktop-app.md)
- [Inbound Calls Not Reaching CloudTalk](https://help.cloudtalk.io/en/articles/12818073-inbound-calls-not-reaching-cloudtalk.md)


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.