If you see an error such as the following message when trying to use a virtual background during a one-way video interview, please use the troubleshooting tips below.

"Virtual background processing stopped unexpectedly. Please try again without a virtual background or on a different device."

Reasons why you may see this error

Blurred and neutral virtual backgrounds use advanced graphic functionality.

• Your device and/or browser don't support the functionality
• The video being captured from your camera is too low quality to work with a virtual background. The minimal threshold is 5 frames per second.

Steps to take to fix it

Since this is usually a hardware/network compatability issue, your best course of action is to try another supported browser, device, or network for completing your one-way video interview.

Alternatively, you can proceed to your one-way video interview without using a virtual background.

Clarification

Virtual backgrounds are currently only supported in one-way video interviews. If you're doing a live video interview, you will not see the option for a virtual background.