620 HD zoom compatibility problem, regarding virtual backgrounds

[SBP00]

Hi

Lately I have been starting to use Zoom for video conferencing like many of us. I wanted to use the virtual background feature that Zoom offers while displaying myself in Zoom.

Generally Zoom will allow you to add a virtual background to your own video image without the need for a green screen. For some reason the Zoom website claims that for those that use the intel 620 HD display adapter this option is not available due to compatibility issues.

It seems like a driver issue. I have a relatively strong machine - HP elitebook 1040 g4 with an i7-7500U processor and 16GB of RAM.

Is there a ( or maybe a future) solution available for this?

Zoom becomes more and more widely used these Corona days. Besides the drawback I experience as a 620 HD user, I believe making Zoom's feature set fully available to such a widely used display adapter is of much importance.

[User1589557524515589]

​Hi Bryce. Thanks for picking this one up. Report attached.

[Bryce_Intel]

Reported; thanks!

[Bryce_Intel]

@User15895575245155897569​  I spoke too soon. Your log doesn't include the CPU for some reason. Could you indicate which processor you're running? Also the model of your device? Thanks!

[User1589557524515589]

​Attached is copy of Sys Info.

[User1589557524515589]

​Hi Bryce. Any update, or do you need any additional information from me?

[DCran2]

This fixed it on my system (Lenovo Thinkpad T470s). I was already on version 26.20.100.7812 of the driver so all I needed was the Zoom update. Thanks for working together on this!

[GSund3]

yep, this fixed it on about 4 of my teams computers. Some just needed the Zoom Update, others needed to update their device driver via Device Manager. Thanks.

[GYoun14]

This fixed it for me. I downloaded the zip driver and installed via the device manager. This alone did not fix the issue. Updating the zoom software then fixed it.

​https://forums.intel.com/s/question/0D70P000006ijy5SAA

[MKruz]

I'm having a similar issue with a Latitude 5490 laptop using the Intel HD 620 video card.

[Bryce_Intel]

@MKruz​ Could you be more detailed please? Have you upgraded both graphics and Zoom version? Could you a post screenshot of your zoom version as well as the report pulled from:

Intel Graphics Command Center > Support > System Diagnostic > Generate Report?

[EMoli8]

Hello. Here's another one that's not able to use the Zoom Virtual Background.

Laptop is a Dell XPS 13 9365 2-in-1

Video: Intel HD Graphics 615

Latest Zoom Version: 5.0.3 (24951.0515)

Intel® Graphics - Windows® 10 DCH Drivers 27.20.100.8190

Hopefully we can get updated drivers that will work.

Thanks!

[Bryce_Intel]

Reported; thanks!

[PClar8]

Like the previous person, I also have a Dell XPS 13 9365 2-in-1. Attached is my report.

Zoom version 5.0.3 (24951.0515)

[User1590272969101203]

Hello,

I am also having the same Zoom, Virtual Background issue. It won't let me uncheck the "I have a green screen" option. I updated my graphics driver and zoom version to the newest as well. It's an Intel UH 610. I've added my info about it and attached the report you've been asking for.

Thank you,

A

• Zoom: Version: 5.0.3 (24951.0515)
• Graphics Card Version.: 27.20.100.8190
• Graphics Card Type: Intel UHD Graphics 610
• CPU: Intel® Pentium® Gold 5405U Processor, 2M Cache, 2.30 GHz
• Laptop: Lenovo Ideapad s145

[Bryce_Intel]

Thanks to all who have submitted logs. Please be sure to update your Intel Graphics Command Center version to the latest, especially if you notice your log file says NA for any fields. This was a bug that is fixed in latest versions.

Zoom investigation is in progress.

MS Store - Intel® Graphics Command Center

[User1590272969101203]

Hi Bryce,

Thank you for the response. I installed the latest Intel command Center as suggested, but it is stil showing NA entries. I just filled in those entries manually.

Thank you.

[User1589557524515589]

​Installed the Graphics Command Center. Issue still exists.

[MFinn8]

I am having the same problem with a HD graphics processor. Can you look at my reports?

Thanks

[RonaldM_Intel · Accepted solution]

Hi everyone,

Intel and Zoom* worked together to enable the Zoom Virtual Background feature for millions of people using Intel® UHD Graphics users. This update is available now with the release of Zoom version 5.0.3 and Intel Graphics Drivers 26.20.100.7637 or later.
To provide the best user experience, this virtual background feature is enabled only on systems with intel® UHD Graphics 620 or later.

Best Regards,

Ronald M.

[rider893]

thanks for working on this but , where exactly is the updated drive or method to resolve the UHD 620/zoom virtual background issue?

[n_scott_pearson]

Production version, 27.20.100.8336, can be downloaded from here: https://downloadcenter.intel.com/download/29674/Intel-Graphics-Windows-10-DCH-Drivers.

Latest Beta version, 27.20.100.8425, can be downloaded from here: https://downloadcenter.intel.com/download/29679/Intel-Graphics-BETA-Windows-10-DCH-Drivers.

...S