# Transparent face with virtual background

**URL:** <https://devforum.zoom.us/t/transparent-face-with-virtual-background/45559>\
**Category:** Web\
**Tags:** faq\
**Created:** [March 12, 2021, 2:42pm UTC](https://devforum.zoom.us/t/transparent-face-with-virtual-background/45559 "2021-03-12T14:42:22Z")\
**Posts on this page:** 3\
**Page:** 1

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**Author:** ![dissociality](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/dissociality/32/24461_2.png) [@dissociality](https://devforum.zoom.us/u/dissociality)\
**Post date:** [March 12, 2021, 2:42pm UTC](https://devforum.zoom.us/t/transparent-face-with-virtual-background/45559/1 "2021-03-12T14:42:22Z")

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i can’t use virtual backgrounds because my figure becomes transparent and i disappear. the same thing happens to my other colleagues. is it possible to solve this problem?

**Error**  
2-1-1

**Which Client Web SDK version?**  
5.5.5

**Screenshots**  
 ![2 15-46-08](https://us1.discourse-cdn.com/flex016/uploads/zoomdeveloper/original/3X/8/c/8cc1e809f9eb10da4aaee6628a8fdcdaf9a8f72e.png)

**Device (please complete the following information):**

- OS: mac OS
- Browser: all
- Browser Version firefox, chrome, edge

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**Author:** ![MaxM](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/maxm/32/42303_2.png) [@MaxM](https://devforum.zoom.us/u/MaxM)\
**Post date:** [March 13, 2021, 12:44am UTC](https://devforum.zoom.us/t/transparent-face-with-virtual-background/45559/2 "2021-03-13T00:44:53Z")

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Hey @dissociality,

Just to be clear, is this happening when you are using the Zoom App? If so, please contact our [Customer Support Team](https://support.zoom.us/hc/en-us/requests/new) as they will be able to assist you directly with this issue.

As a first step, make sure that you don’t have the _I Have a Green Screen_ option enabled on your Virtual Background settings.

Thanks,  
Max

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**Author:** ![system](https://us1.discourse-cdn.com/flex016/uploads/zoomdeveloper/original/3X/6/1/614bdd549b610bbaa46ff934617683a02bdaa03c.png) [@system](https://devforum.zoom.us/u/system)\
**Post date:** [April 12, 2021, 10:45am UTC](https://devforum.zoom.us/t/transparent-face-with-virtual-background/45559/3 "2021-04-12T10:45:47Z")

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