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shane_m
Explorer
Dec 17, 2021 10:47 PM UTC
Solved

Zoom crashes when trying to add background image

I cannot add/change my virtual background because Zoom crashes when the open file dialog box appears. The cursor will spin for a minute, then zoom will crash. Any troubleshooting ideas would be welcome. I have already uninstalled using the clean uninstaller tool, and then reinstalled. The problem persists and occurs on Zoom only.

This is what it looks like just before crashing. The dialog appears, the cursor changes to the "waiting cursor",  you cannot interact with the screen, then it crashes. It's not intermittent - it's every single time. 

 

**** UPDATE: 2022-01-25 *****

I just updated to Version 5.9.3 (3169) and the issue is resolved.

 

    kwanderAnswer
    Newcomer
    Jan 28, 2022 7:25 PM UTC

    Thank you! Version 5.9.3 (3169) solved the problem for me too!

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    7 replies

    Newcomer
    kwander
    Newcomer
    Dec 21, 2021 5:34 PM UTC

    This also happens to me. I uninstalled and reinstalled Zoom, but it didn't resolve the issue. 

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      Newcomer
      Bo_H
      Newcomer
      Jan 19, 2022 6:52 PM UTC

      Same here, I've repeatedly filled out the form asking what I was doing, but had no feedback or anything.

      I'm not a happy about this!!! 🙎

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      Explorer
      shane_mAuthor
      Explorer
      Jan 25, 2022 9:50 PM UTC

      I am the original poster. 

      I just updated to Version 5.9.3 (3169) and I am no longer experiencing the issue.

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        Newcomer
        kwanderAnswer
        Newcomer
        Jan 28, 2022 7:25 PM UTC

        Thank you! Version 5.9.3 (3169) solved the problem for me too!

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        Newcomer
        l2rm
        Newcomer
        Nov 18, 2022 2:07 PM UTC

        Same issue with version 5.12.8.

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          Newcomer
          Chelseahenslee
          Newcomer
          Nov 19, 2022 3:39 PM UTC

          It only crashes on my iPad, not my iphone

           

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          Newcomer
          Danielcarter127
          Newcomer
          Sep 11, 2025 2:02 PM UTC

          Hi, Since Zoom crashes when opening the background image dialog, here are some steps that may help: Update Graphics Drivers: Ensure your GPU drivers are current, as this can affect image handling. Run as Administrator: This ensures Zoom has full access to system folders. Check Folder Permissions: Make sure your Pictures/Documents folders are accessible. Disable Hardware Acceleration: Go to Settings → Video → Advanced and turn off hardware acceleration. Test on a New User Account: Sometimes profile-specific settings cause issues. These steps usually resolve issues with adding virtual backgrounds. If it continues, Zoom Support can provide guidance using your system logs.

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