Faces are very small in Gallery View and very compressed in Speaker View

[Cathedral26]

When I am in a meeting, all the participants' faces look wrong -- they are either very small or compressed depending on the view -- and this is making Zoom unusable. I have searched Google, Support, the Zoom Community, and used the Zoom Chatbot and haven't found a solution to this. 

In Gallery View,  faces only take up the top left portion of the yellow box and are very small. They are not filling the entire yellow box, but are taking about 1/8th of the space. Faces are only about 1" wide.

In Speaker View, the speaker's face looks normal and takes the normal amount of space. But the other participants faces along the top of the screen are extremely compressed such that I cannot identify people. Each person's face is about 1/2" wide when it should be much wider. I have example screen shots of both scenarios, and both occur when the Zoom window is maximized or not. 

I am using version 5.17.11 in my Firefox browser on a desktop. I also had this issue in the version previous to 5.17.11. I don't get an error messages about this, it is just how it is. I had no issues until about mid February 2024.  I am a basic member so I cannot get personalized support. Please assist as this is making Zoom unusable. Thank you.

[storyhub]

I would strongly recommend using the Zoom client instead of the browser version.

[Balu24]

Same problem... doesn't make a difference..

[tina9]

I have the same problem ever since zoom updated. I can not find any answer to the problem!!

[Cathedral26]

I am using the Zoom client and still having this issue as of 4/7/24. Please assist.

[Cathedral26]

Here are two screenshots demonstrating the issue: 

In Gallery View the picture only takes up the upper left part of the yellow box instead of the full box. 

In Speaker view, faces are smashed and cannot be recognizable at the top of the screen.

[Stefanni]

Same here

[CarlaA]

Hello everyone!

Our engineering team is investigating this issue. Please contact support if you would like to provide meeting logs to assist in our investigation. I will keep you all updated as I know more. 

Thank you!

[marcusb]

I have the same problem

Yes I'm happy to help the investigation but on zoom basic I don't think I can contact Support, only a bot

[Cathedral26]

Carla,

Thank you for investigating this. I am also a Basic member so I have no way to contact support. I am happy to provide logs if you tell me how to find them and where to send them. If it helps, the last Zoom call I was on where this problem occurred was on Sunday,  April 14, 2024 at 3pm ET. I was not the host but perhaps you can search my history and check the data on that call? Please let me know if I can assist more. Thanks.

[Marijn]

Hi Carla, 
I have a Zoom one pro plan. I am experiencing the same problem and its terrible. The chatbot was not useful and tells me that I cant get in touch with the support team on my plan either. I need this to be solved as soon as possible, or I will quit my account. 
I use Zoom for online trainings that I host and it is below standards. Would like to hear from you soonest. 
***********

[Marijn]

Is anyone at @Anonymous picking this up? I am at the point that I want to cancel my subscription because of this problem. Nobody is replying and I have asked in multiple attempts. 

[MKB1]

Any progress pleaase Carla?   Its been over a month. Thank you

[tina9]

yes I teach an online exercise group and it’s hopeless I can’t see my participants and they are elderly and this is not safe

my business is built around zoom

please help asap

[Cathedral26]

Yes, I reported this nearly two months ago in mid March, Zoom didn't acknowledge it until a month later, and we still don't have a solution. I also was never contacted about your request to provide meeting logs. This not the only request on this issue, I am aware of at least one more. This is extremely frustrating.  Please provide an update. Thank you.

[ZoomZoom]

Hi, 

A suggestion I can make is that usually a lot of graphical issues are fixed either by updating your Zoom Room app or by keeping your computer system up to date, specially the graphic cards and drivers related drivers.

Besides the main graphic driver, modern computer systems come also with an integrated graphic card that you might need to keep up to date too.

If you haven't updated yet, I would recommend checking these links: 

https://support.microsoft.com/en-us/windows/windows-update-faq-8a903416-6f45-0718-f5c7-375e92dddeb2#... 

https://www.intel.com/content/www/us/en/support/articles/000005629/graphics/processor-graphics.html

https://www.amd.com/en/support/download/drivers.html

Once you updated your computer, please retest. If you are still having issues, please contact Zoom Tech Support.

Hope this information helps.

[Marijn]

 Thanks, for your reply. My computer is up to date and only the Zoom app is giving problems. Yet when I join from the browser the problem is gone. It is definitely a bug in the Zoom app. 

The aspectratio can be way off, depending on my screensize. Also a lot of the usual area is left black, faces are much smaller. See picture. 

[tina9]

Your photo is exactly the same as my problem 

I will try updating my lap top but I also think it’s a problem with zoom app as it’s ok if I join through my browser but that is not any use for teaching

do you have any other suggestions zoom employee would be so grateful

[Serinag]

I am having this same exact issue with the Zoom client, and it's May. I thought it was my computer, but now everyone seems to have this same issue. I don't know who to contact about it.

[tina9]

sign into your account. go to  My  account. choose  support dsshboard where ther is a form to request help and a real live person gets back to you!!!

[fearoffours]

I too am having this problem.  Drivers, OS and Zoom up to date. Been a problem for about 8 weeks at least.

[tina9]

I clicked on link zoom rec support in message above from zoom zoom community champion and it took me to a contact zoom form which I filled in 

alsowithin that link was info that the problem in gallery view is a bug/ virus which they are working to resolve

Too late for me. I’ve wasted hours trying to resolve it and just bought a new lap top !!!

[HTCB-Media]

This issues appears to be a driver compatibility issue with Microsoft and Zoom.   

I had this problem on one of our systems.   The system is running the Intel HD Graphics driver from around 2015.   I went into device manager on this system and updated the driver by telling the system to find the driver via Microsoft Updates.   The updates listed about 5 different Intel drivers and about three other drivers.   I downloaded and installed all of them.   

THIS FIXED THE PROBLEM!

I had several other systems running a different Intel HD driver that did not have any issues.   

Here are the drivers I installed today (5/22/24) that fixed the problem:

Intel - System - 11/2/2017 12:00:00 AM - 8.3.10207.5567 (2)

Intel(R) - HIDClass - 10/27/2016 12:00:00 AM - 1.1.1.318

Intel - System - 10/11/2015 12:00:00 AM - 2.0.0.1094

Intel Corporation - Display - 11/10/2016 12:00:00 AM - 20.19.15.4549

Intel-net 19.51.50.2

MediaTek Inc. - Ports - 3.0.1511.0

Dell Inc. - Monitor, Other hardware - Dell E2011H (Digital - DVI)

Acer - Display - ACER S271HL

AOC International (Europe) GmbH - Monitor - 10/29/2015 12:00:00 AM - 1.0.0.0

[tina9]

I have bought a new laptop and updated to widows 11 and the problem has resolved. I also found that if I sign into my zoom  account there is a tab that allowed me to contact the tech team about tec issues and they got back to me!!!! . too late for me but hopefully others could find this way in

[Rfunchal]

I solved it choosing video rendering settings to DIRECT3D9 instead of Automatic.

[beca1]

This fixed the issue for me! I've had it for almost a year and have tried a lot of things that didn't work. Thank you for sharing!

[Cathedral26]

This fixed the issue for me. I find it VERY disappointing and frustrating that Zoom support has had this fix in their support site since 10/28/23 yet Zoom support didn't give the solution here. It took me checking back again to find it from another user today, 7/21/24 and I have had this problem since March 2024.

[SSG116]

Thank you so much! Zoom support couldn't solve it but you could 🙂