How webinar recorded

[NadiaLouw]

Hi. I recorded a webinar two weeks ago and everything was recorded perfectly. The video of the person speaking was over the slides they presented. Last week I recorded another webinar. I did not change any settings at all. But the webinar was recorded on a wider screen with black columns on the sides and the video shows in the black column not over the slide as the previous recording. Please help what happened? How can I get the video over the slide and the screen of the recording the same width? 

Also how do I upgrade my package to have access to someone in Zoom support I find it absolutely horrific not having access to anyone at Zoom for any support questions at all. 

[Rupert]

Hi @NadiaLouw 

Please see this guidance on Recording Layouts:

https://support.zoom.us/hc/en-us/articles/360025561091-Recording-layouts

And this article on the Support options available from Zoom:

https://support.zoom.us/hc/en-us/articles/201362003