Virtual background not working since 40.11.0.17133

[ChrFin00]

Hi,

virtual background worked fine up until 40.10.1.16961, but starting with 40.11.0.17133 I get an error stating my system does not satisfy the requirements. I have an AMD Ryzen Threadripper 2920X 12-Core Processor with 32 GB RAM and an nVidia Quadro P400 which do satisfy the requirements (and it worked before!).

I already tried the hack to change the CPU name (see here), but that did not work...

How can I get it to work again?

regards

Christoph

P.S.: I tried downgrading to 40.10.1.16961, which worked, but Auto-Update brings me back to non-working versions within a few hours...

[Sebastian Leuser]

Do you have the issue with Webex Meetings or with Webex Teams? We have since today also the first users complaining about a similar issue with Webex Teams. 
We opened already a ticket which is already at the business unit for further analysis.

What we could drill town at the moment, is that we have on the same laptop hardware type 3 different integrated cameras and depending on the hardware id we have issues or not

[ChrFin00]

I have the problem with "Webex" which is now the name of "Webex Teams", but at the time it was still called "Webex Teams" it did work for me...

[kndskelton]

There are a lot of participants having this same issue. WebEx does not support Win7 or older OSs and CPUs. And.. if you're using Windows 10 it could be a privacy setting for Win 10 as well. But, this can be related to so many more possible solutions. Are you able to use your camera with other Apps?

[ChrFin00]

I'm using Windows 10 20H2 and camera incl. background-blur works fine in MS Teams and Zoom. Also virtual backgrounds work with the older version of WebEx. I think the problem is simply in the system detection with the newer versions. WebEx "thinks" my system is not capable and does not let me enable it. I am confident it would work if I could enable it.

Maybe there is a "hack" to disable the check?

[kndskelton]

There is a registry hack to show the minimum requirements are met. Although, have received a bunch of responses not to use it. Personally, I've not used it myself. It was shared by another community member who said it worked.

Use at your own risk! (I'd give credit to the user who posted this but can't find that post now!)

"changed the CPU name in the registry

Computer\HKEY_LOCAL_MACHINE\HARDWARE\DESCRIPTION\System\CentralProcessor\0

change the key: ProcessorNameString
to the value: Intel(R) Core(TM) i7-4770 CPU @ 3.40GHz

now virtual background works in the latest version of Webex"

[ChrFin00]

Already tried that, but does not work on my system (it is set back to the original value whenever I change it).

[Sebastian Leuser]

Have you tried to use the newest version of the graphic card drivers?

[ChrFin00]

Yes, already installed the latest version...

[Goswin Weemaes]

@ChrFin00 , if your PC hardware meets the requirements (https://help.webex.com/en-us/80jduab/Use-a-Virtual-Background-in-the-Cisco-Webex-Meetings-Suite#id_138414) and you're not able to use the Virtual Background feature, then I would encourage you to open a TAC case (https://mycase.cloudapps.cisco.com/)

[Goswin Weemaes]

@ChrFin00 , it may sound like a very traditional (or even old-school) approach, but did you already try to uninstall and reinstall the Webex Meetings app? (directly installing the latest version from your Webex site without going through the auto-update process).
I have already seen customers where reinstalling the client solved that issue.

Check following article for the Webex Removal tool: https://help.webex.com/en-us/WBX000026378/Meeting-Services-Removal-Tool

[ChrFin00]

Already tried that, did not help...