Problem with virtual background

[olgajob]

Hello. I have a green screen and great lighting, but the virtual background is not working properly. Can you help me figure out why? I send a screenshot of how it looks like.

I tried moving it, covering the entire screen with the green, moving the lighting and still nothing. 

Please advise,

Thanks

[Bort]

Hi @olgajob 

Looks like the Zoom app has chosen your skintone as the color it should replace with the background image, rather than the green color of the screen behind you. The Troubleshooting section of the virtual background article has some info about how to adjust this properly. 

Basically, you need to click this option and then click the green color in the video preview to select that color. 

Hope that helps and please make sure to mark the solution as accepted if this information is what you needed.

[RachelGomez123]

Troubleshooting Virtual Background issues

If you are experiencing issues with Virtual Background, try the following troubleshooting tips:

If you do not have the Virtual Background tab in your desktop client settings after enabling it, sign out of the client, sign back in again, and check the settings again.
Manually pick the background color to ensure the correct color is selected. This option is only available after you click an image and have I have a green screen selected.

Click the color selector box and the virtual background will disappear temporarily, so that you can click on the color in your background that you want to replace with the virtual background. Zoom will automatically make a best guess as to which color should be replaced, but sometimes there are too many choices to accurately guess the correct one. This is why sometimes the virtual background will cover some of your face, as the color it selected was too close to your own skin tone.
Ensure that the background is a solid color with minimal shadows. Also, ensure the background is uniform in lighting. A 3-point lighting setup is ideal.
Ensure that your green screen color does not match your shirt, hair, or eye color.
Black bars on the sides of your video when virtual background is enabled? Ensure that HD video is enabled in your Video settings.
If you are using VDI, some plugins do not support virtual backgrounds and less powerful thin client machines may also be unable to support the feature. Support for additional VDI platforms is in development and customers should check with their sales representative for updates.

Greeting,

Rachel Gomez