Virtual Background Preview Not Working After Upgrading to Zoom Video SDK 2.1.10

Video SDK Web
,
1

Hi Zoom Devs, @vic.yang

After upgrading the Zoom Video SDK from version 1.11.10 to the latest 2.1.10, we’ve encountered an issue where the virtual background preview is no longer working. This feature was functioning correctly in the previous version we were using.

To confirm, we downgraded back to the earlier version, and the virtual background preview works again as expected. This suggests the issue may be related to changes introduced in 2.1.10.

We are using the same initialization code and virtual background assets, and have also verified that the machine meets all hardware requirements for virtual background functionality. No other changes were made to the application logic.

Attached is a screenshot of the error we are seeing when attempting to use the virtual background preview in the latest version.

Screenshot 2025-05-09 at 2.39.10 AM
Screenshot 2025-05-09 at 2.39.10 AM1920×991 86.3 KB

Questions:

  • Has there been any change in how virtual backgrounds are initialized or rendered in SDK version 2.1.10?
  • Are there any new permissions, requirements, or initialization steps introduced in this version?
  • Is this a known issue with 2.1.10?

Any insights or suggestions would be appreciated.

Thanks,
Naeem

2

Hey @freelancer.nak

Thanks for your feedback.

Could you share some problematic session IDs with us for troubleshooting purpuses?

Thanks
Vic

3

@vic.yang Thanks for reply.

Here are the details

Error:
{type: 'INVALID_OPERATION', reason: 'Cannot load virtual background model.', errorCode: 6114}

JWT:

"eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCIsImN0eSI6IkpXVCJ9.eyJhcHBfa2V5IjoibjFoSmVFcVRxbnZTMDNNNXdnOFJ0TG1jYXRBZUNvbUdVRm9UIiwicm9sZV90eXBlIjoxLCJ0cGMiOiIxODYzMzciLCJ2ZXJzaW9uIjowLCJpYXQiOjE3NDcwNDUwMzksImV4cCI6MTc0NzA1MjIzOSwiY2xvdWRfcmVjb3JkaW5nX29wdGlvbiI6MCwiY2xvdWRfcmVjb3JkaW5nX2VsZWN0aW9uIjoxLCJhdWRpb19jb21wYXRpYmxlX21vZGUiOjF9.120UCNmMOvOZQRWYHKDtlHiiqLZGwp9LBPjYhhoD0C4"

Thanks,
Naeem Ahmed

4

@vic.yang Please any suggestions here.

Thanks

5

Hi @freelancer.nak

Sorry, since we cannot analyze using the JWT token, could you share the session IDs with us instead?

Thanks
Vic