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kimliu
Explorer
Nov 17, 2021 11:40 PM UTC
Question

Smart Virtual Background Package - download failed

I've been trying to download the smart virtual background package that's required to use virtual backgrounds in Zoom but keep getting the error "Download failed. Please try again."

 

Anyone have any insight as to why this might be the case? Thank you!

      15 replies

      alexisbrown
      Community Manager
      alexisbrown
      Community Manager
      Nov 18, 2021 2:11 AM UTC

      Hi @kimliu ,

       

      Are you on the latest version of Zoom?

       

      Thanks!

      Alexis

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      Newcomer
      chungcho
      Newcomer
      Apr 19, 2022 10:07 AM UTC

      Hi !
      I'd got the same problem.
      Zoom Version: 5.10.3 (6420)
      macOS Monterey 12.4 Beta
      MacBook Pro (13-inch, M1, 2020)

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      Explorer
      kimliuAuthor
      Explorer
      Nov 19, 2021 1:24 AM UTC

      Hey Alexis,

       

      Thanks for getting back!

       

      Yes, I am. So far I tried:
      -updating Zoom
      -checking my system requirements
      checking Zoom permissions in system preferences
      -making sure 'virtual backgrounds' is enabled on Zoom
      -creating a new account
      -Googling my exact problem (didn't find anything)
      -Zoom phone support (couldn't get it because I'm not a paid account)

      It could just be my computer, but if you have any suggestions, would be very welcome.

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      alexisbrown
      Community Manager
      alexisbrown
      Community Manager
      Nov 19, 2021 2:14 AM UTC

      Oh no! You have definitely gone down the right route for troubleshooting... sorry this has yet to work successfully. What desktop device and version are you using? 

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        Explorer
        kimliuAuthor
        Explorer
        Nov 19, 2021 6:55 PM UTC

        I'm using a 13 in MacBook Pro from 2017 running Mac Big Sur, and my Zoom version is Version: 5.8.4 (2421).

         

        I also did a factory reset on my Mac and messed with some internal files before to try to install Bootcamp..I don't know if that might have affected my download settings somehow.

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        alexisbrown
        Community Manager
        alexisbrown
        Community Manager
        Nov 19, 2021 10:38 PM UTC

        Based off of support documentation, it looks like you need to be on macOS version 10.13 or higher. Can you confirm if you are on 10.13 or higher?

         

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        Newcomer
        nboysen19
        Newcomer
        Dec 29, 2021 9:14 PM UTC

        Hi,

        I am having the same problem. I cannot get my virtual background to work.  I am on a MacBook Air. macOS Monterey Version 12.1. Processor 1.1 GHz Dual Core intel Core i3.

         

         

         

        Nicole

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        Newcomer
        2C-Abyan
        Newcomer
        Mar 23, 2022 2:52 AM UTC

        i cant download the smart virtual background how to download!

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        Newcomer
        fhmys
        Newcomer
        Mar 23, 2022 3:01 AM UTC

        I can download the package after I turn off IPv6 on my Windows Network Connection Settings.

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          Newcomer
          alariverev
          Newcomer
          Sep 15, 2022 4:33 PM UTC

          Thank you, worked for me as well

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            Newcomer
            NatalyaB
            Newcomer
            Nov 2, 2022 5:42 PM UTC

            I just got the same error after updating to the latest Zoom version 5.12.3 (on the previous version virtual backgrounds worked fine)
            I am on a Mac OS 10.13.6

            Any support would be appreciated.

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            Newcomer
            NatalyaB
            Newcomer
            Nov 2, 2022 5:57 PM UTC

            OK, just fixed the issue by uninstalling the zoom (Open zoom desktop app, go to zoom.us and click Uninstall Zoom) after that I downloaded a full version at https://zoom.us/download and installed it fresh. That fixed the issue and Virtual Backgrounds are working again. Hope that helps someone else.

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              Newcomer
              Dilya33
              Newcomer
              Jul 5, 2023 4:00 PM UTC

              Thanks! It works 🙂

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              Explorer
              jonhhunt
              Explorer
              Apr 9, 2024 2:31 PM UTC

              I have the same issue. I used to be able to use a custom background or at least blur the background, but I have lost that ability. I have the latest version of Zoom and i'm on a Mac running 11.7.10. I've tried multiple times and it always fails to download. Thanks for any assistance.

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