Fail to get 720p with a Pro plan

[Jason3]

I am on a Pro plan and meet the bandwidth and hardware requirements, but I never get 720p on a 1:1 call or group call. The video resolution in statistics alsways shows 640x360.

I have at least 20 Mbps uplink/downlink. My camera is 720p. I paid for pro plan but didn't know how to make sure the feature has been enabled by support on the backend. What shall I do?

Thanks

[Rupert]

Hi @Jason3 

It may be that even 720p for 1:1 meetings needs to be enabled by Zoom Support.

See: https://support.zoom.us/hc/en-us/articles/207347086-Group-HD

But beyond that, you will also need to:

Enable Group HD at https://zoom.us/profile/setting

Ensure "HD" is enabled in your local Video Settings, and that of your other participant (for 1:1).

For you to SEND HD, your participant will need to have you pinned (or in Speaker View) full screen in order to demand HD from your camera.

Likewise, for you to RECEIVE HD from your participant, you will need to have them pinned in full screen (or in Speaker View).

Also - for good practice, try to avoid WiFi.

Also ensure you are both using the desktop client - not web or cellphone etc.

[Jason3]

I  read this and followed every steps described in it before, but the resolution is still 360p. Don't know why.

 https://support.zoom.us/hc/en-us/articles/207347086-Group-HD

Enable Group HD at https://zoom.us/profile/setting

DONE

Ensure "HD" is enabled in your local Video Settings, and that of your other participant (for 1:1).

DONE

For you to SEND HD, your participant will need to have you pinned (or in Speaker View) full screen in order to demand HD from your camera.

DONE

Likewise, for you to RECEIVE HD from your participant, you will need to have them pinned in full screen (or in Speaker View).

DONE

Also - for good practice, try to avoid WiFi.

Also ensure you are both using the desktop client - not web or cellphone etc.

DONE

And what does "needs to be enabled by Zoom Support" mean? Do I need to contact Zoom technical support or Zoom support help center? I don't get it.

 

[Rupert]

---

@Jason3 wrote:

I  read this and followed every steps described in it before, but the resolution is still 360p. Don't know why.

 https://support.zoom.us/hc/en-us/articles/207347086-Group-HD

Enable Group HD at https://zoom.us/profile/setting

DONE

Ensure "HD" is enabled in your local Video Settings, and that of your other participant (for 1:1).

DONE

For you to SEND HD, your participant will need to have you pinned (or in Speaker View) full screen in order to demand HD from your camera.

DONE

Likewise, for you to RECEIVE HD from your participant, you will need to have them pinned in full screen (or in Speaker View).

DONE

Also - for good practice, try to avoid WiFi.

Also ensure you are both using the desktop client - not web or cellphone etc.

DONE

And what does "needs to be enabled by Zoom Support" mean? Do I need to contact Zoom technical support or Zoom support help center? I don't get it.

---

Hi @Jason3 Yes, ultimately - if you have done everything else, this would be the next step.

"Additionally, Group HD video 720p for the Pro account must be enabled by Zoom Support."

See: https://support.zoom.us/hc/en-us/articles/207347086-Group-HD

[Projectkin]

The article no longer says 

“Additionally, Group HD video 720p for the Pro account must be enabled by Zoom Support.” It now says “HD video will activate 720p video quality for the active speaker video layout in a group meeting”

... except it doesn't. 

My test has been to create a

• Zoom call with just myself, 
• Make all the adjustments/settings for HD as specified
• Make sure I'm in active speaker mode
• Go to full screen 

Still nothing. What am I doing wrong? And... if I WERE to reach out to Zoom support to configure my account for 720p, how would I even DO that? Even the chatbot won't let me reach an agent.