Resolving challenges updating Amazon Chime Windows and macOS clients

The Amazon Chime Windows and macOS clients have update mechanisms to keep you on the latest version. If we detect that there is a problem upgrading your Amazon Chime client, we will display a banner.

Follow the instructions below to resolve the challenge and upgrade to the latest version of Amazon Chime.

Update macOS

Reinstall Amazon Chime

1. Quit Amazon Chime
2. Open the Finder > Go to your Applications folder > Drag Amazon Chime to the trash
3. Provide your password if the Finder prompts you
   
4. Download the latest macOS version from https://aws.amazon.com/chime/download
5. Open the .dmg and drag Amazon Chime to your Applications folder
   
6. Launch Amazon Chime
7. When prompted if you are sure you want to open Amazon Chime from the Internet select Open
8. Amazon Chime should launch and you should now be updated and on the latest version.
9. If there is a problem you will get prompted again. Continue the steps below.

If you are still getting the banner indicating that you are not getting updated

1. Quit Amazon Chime to allow the cache files to be deleted
2. Open Finder and Select Go to Folder ... from the Go menu
3. Go to the caches folder ~/Library/Caches and press Enter
4. Locate the Amazon Chime folder (com.amazon.Amazon-Chime). Right click and select Move to Trash
5. Enter your password if you are prompted
   
    

6. Locate the Amazon Chime ShipIt folder (com.amazon.Amazon-Chime.ShipIt). Right click and select Move to Trash

   

7. Enter your password if you are prompted
   
8. Re-open Amazon Chime

If you are seeing the "We're still updating" error message when trying to install an update

1. I am getting the "We're still updating" error message when trying to install an update
2. Quit Amazon Chime
3. Open Activity Console
4. Locate and end all ShipIt processes
5. Restart Amazon Chime

Update Windows

Reinstall Amazon Chime

1. Quit Amazon Chime
2. Go to Add and remove programs and choose to Uninstall Amazon Chime
3. Download the latest Windows version from our website https://aws.amazon.com/chime/download
4. Run the installer
5. Amazon Chime should launch and you should be on the latest version
6. Confirm by going to Help > About Amazon Chime and make sure the version matches the version number as part of the installer

If you are seeing the "We're still updating" error message when trying to install an update

1. Quit Amazon Chime
2. Open Task Manager
3. Locate and end all ShipIt processes
4. Restart Amazon Chime