Zoom Virtual Background

Forum|Forum|4 years ago
September 24, 2021
3 replies
14 views

As of today I am no longer able to use Zoom background. I receive the message "Virtual Background is still loading" and have tried rebooting my computer and uninstalled and reinstalled zoom a couple of times. I am using a MacBook pro and until today I have not had any issues.

Best answer by pieterbotes

So it looks like you may have found the issue. Our company uses Cylance and the aomhost is quarantined there. Do I need to have IT do something to remove it from quarantine?

That should be the issue. You will need to get your IT department to restore the file from quarantine, and then restart the Zoom app after they have done that. Please get them to exclude that app from being quarantined as it is vital to the virtual background function in Zoom.

Also, once they've done that and you have virtual backgrounds running, please let me know by marking the solution on here so that we can close out this question.

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pieterbotes

Community Champion | Employee

Hi @bradfountain

If you have not updated your client to the newest version released this week, then I would suggest you do that and see if that resolves it. If not, please let me know.

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bradfountainAuthor

Newcomer

This did not resolve the problem. I downloaded the client and installed the software again after a full reboot and it starts by prompting to download the smart virtual player and then gives me the message "Virtual Background is still loading".

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pieterbotes

Community Champion | Employee

@bradfountain

Thanks for getting back to me on this. The prompt to download the smart virtual player does tell us what is missing and why the virtual backgrounds is just saying loading. Let figure out how to resolve that. When it prompted you to download the smart virtual player, did it complete the additional download, if this portion doesn't finish correctly then the virtual backgrounds will not work?

Also let me know how you updated the client? Did you download from the Zoom website or use the "check for updates" from the client itself?

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bradfountainAuthor

Newcomer

The download for the smart virtual player complete the progress bar and closes automatically appearing to complete the process. As for the client download I tried the first time downloading from the website after uninstalling Zoom and then tried the check for updates.