Can't Change Zoom Rooms Background

[Polley_Faith]

Since the Zoom Rooms 5.13.6 update, I cannot change my Zoom Rooms background. I change it as I always have (as in this article: https://support.zoom.us/hc/en-us/articles/204674889-Customizing-your-Zoom-Rooms-background) but it stopped working as soon as I was forced to update to 5.13.6. I have restarted the computer displaying Zoom Rooms, logged out and back in, exited and reopened, however nothing is working.

Any help is appreciated. It looks like this may be a bug with the update.

[Bigshout]

Polley_Faith could you please cross check your hardware against the pre-requisites outlined on the Zoom support page? If your Zoom Room is within the hardware requirements, you would need to open a support ticket. To open a ticket, click on the link at the bottom of this post, go to the bottom right zoom chat bot which will support your query.

Prerequisites for using Virtual Background in a Zoom Room

• Zoom Rooms for Windows global minimum version or higher
  • Device configured as a Zoom Room for shared spaces
• Zoom Rooms for macOS global minimum version or higher
  • Device configured as a Zoom Room for shared spaces
• Zoom Rooms for Appliances global minimum version or higher
  
  • Device configured as a Personal Zoom Room
  • Poly devices with firmware version 3.3.2 or higher
  • DTEN ME devices
  • Neat devices
  • Facebook Portal devices
• A physical green screen (not required for DTEN ME or Neat devices)
• Recommended setup and background image/video

https://support.zoom.us/hc/en-us/articles/360045819512-Using-Virtual-Background-in-Zoom-Room

https://support.zoom.us/hc/en-us/articles/360043484511-Zoom-Virtual-Background-system-requirements