My virtual backgrounds are gone

[Sarah76]

When I tried to use my virtual backgrounds today all my choices are gone except blur and none. Can't figure out what happened. I checked my settings and my options were correct. I then signed out and back in. When I did that Zoom mentioned that there recently was a sign in from different location. I don't think I did that since I usually use same computer. To get back in I had a code. Could these issues be related? 

[geema1]

Happens to me frequently. I don't know if it has something to do with Zoom updates??

[5Frank5]

Just happened to me. Signed in and everything except Blur is gone. All my custom backgrounds ... gone. Tried a few things that had been suggested in other forums but nothing so far has made a difference. So annoying!!!

[Sarah76]

I hear you! I just signed in one day and the only thing that was there was blur. I made sure to update Zoom and also tried it on another computer. I was able to replace one of my own backgrounds but all the ones Zoom usually offers just disappeared.

[Leedsworkshop]

Same with me.  It has to be a zoom problem

[BrianZ]

I have multiple Zoom accounts and multiple devices.  Overnight, NONE of them have access to my uploaded Virtual Backgrounds.  So frustrating ... I'm ready to dump these clowns.  

[RN · Accepted solution]

Hi @Sarah76 apologies on the un-intended experience. First, If you think your Zoom account was hacked or someone has made changes to your account without your permission, you can submit a request to Zoom’s Trust & Safety team to report an account takeover. Zoom’s Trust & Safety team reviews each request and takes action when an account takeover is confirmed.

Secondly, please know you can be signed in to Zoom on one computer, one tablet, and one phone at a time. If you sign into an additional device while logged into another device of the same type, you will be logged out automatically on the first device. Fix sign-in issues if you are having trouble signing in to Zoom on your desktop, mobile, or browser.

Updating the Zoom client shouldn't remove account set settings nor remove virtual backgrounds unless an Admin or Owner on the account changed the settings within the Zoom Web Portal, or you have made those changes. 

Lastly, I would recommend changing your Zoom password at https://zoom.us/profile and then also click "Sign Me Out From All Devices" at that same page.

*from experience, virtual backgrounds and settings will reset on the client when you uninstall and reinstall the client.

cc @geema1 @BrianZ @5Frank5 

[sgross]

There is an issue with ZOOM on this. It has happened to me and many friends.  Please take responsibility for ZOOM and help us with a fix

[akp55]

not sure why this was marked as a solution, this is happening to me and my coworks.  is zoom planning on fixing this?

[aeshapiro]

All my settings were set up correctly. This occurred to me when zoom updated to most current version (Version: 5.15.11 (22019)) today. I suspect this was the cause and there may be a bug to fix.

[FancyTalker2]

This response is a ridiculous boilerplate response that doesn't address our issue.  No, we have not all been hacked, and if we had been, why would the only effect be for each of us on this thread to have their custom background images deleted, and not something where a hacker does more serious damage to our Zoom account or computer.  RN, your useless answer insults our intelligence.

[sbergm1]

My name is Dr. Smadar K Bergman and I am a computer science professor teaching at Loyola University Chicago remotely this summer.  I have the same issue as reported below, and I didn't update Zoom, but all virtual backgrounds disappeared, and on the web portal I have virtual backgrounds enabled, and the ones from Zoom and Loyola seem to be available, but in the Zoom client, there is no choice except blur.  It is especially disheartening for those who collected images for virtual backgrounds and have them all disappear. 

THIS IS TIME SENSITIVE, and I am asking whether Zoom is fixing the problem, which clearly seems like a bug.  

ZOOM FOLKS, PLEASE RESPOND within 12 hours with a reply from your technology team about the progress on fixing this. Thanks!

[NS11]

You want to put new backgrounds, by clicking on the plus and attaching a file. You may want to keep your background (files) saved on your computer, just in case it happens again. This also happened to me and I suspect it's because I was signing in and out, and attending meeting in both status.

[HendraK0975]

same case with me. my saved backgrounds are gone after last update. how to fix this problem & get my saved backgrounds again?

[sgross]

Brian,

 ther is an issue with ZOOM on this. It has happened to me and many friends.  Please take responsibility for ZOOM and help us with a fix

[KathMr]

 I have a brand new Mac Air and was excited that I could now use all the Zoom virtual backgrounds.  Then I did a Zoom update and now all except blur and none are available. Very disappointed.   I have done everything suggested to fix this with no luck.  Wondering if this is result of a bug in the newest Zoom update. Seems others are experiencing the same issue. 

[MGSR]

Hello there.

The virtual backgrounds are native device reliant, if you have a new device you would need to re-upload the virtual backgrounds. We would also advise to update your system's drivers and OS to the newest version as well as the Zoom apps.

You may also check this article for the system requirements for using virtual background.

[5Frank5]

Moderator responses have not been helpful. It's as if they aren't actually reading the comments. In my case, when this occurs, the device hasn't changed. The operating system hasn't changed. There'd be a Zoom update and virtual backgrounds disappear from Zoom. This has happened multiple times over the past two years and the only thing that's changed is that there was a Zoom update. 

During the past two years, I've had a 2019 Macbook Pro and an M3 Macbook Pro. I've used iOS Monterey and Sonoma. Updating operating systems hasn't resulted in the problem. Only when Zoom updates.