Forum Discussion
Camera Freezing - possibly after an update.
Since a couple of days, using Microsoft Teams Version 1.6.00.4472 (64-bit), my camera randomly but constantly freeze. Windows version is 10.0.19044 Build 19044.
I use a Sony a7s connected to an Elgato Camlink 4K on an AMD Ryzen System with Windows 10 and this has worked flawlessly for several years, which makes me believe that some recent update has caused this. (I have several colleagues experiencing this too)
For audio, I use a Rode Podcaster + regular speakers.
- So far I've tried updating all the drivers for Elgato and so on.
- I've reinstalled Teams (and made sure ALL Teams caches were deleted after uninstalling)
Anything else one can try, this makes meetings and product demos etc look very unprofessional.
Thanks for any input.
- Even installing all the latest updates, same issue still remains. I think that the crash appears always during a screen share; despite do I or does another share it.
- Camera: Streamplify CAM (Tested also with a Logitec cam)
- Teams version 1.6.00.11166 updated 4th May2023
- OS: Windows 11
- Motherboard: ASUSTeK TUF GAMING Z690
- Processor: Intel Core i7-13700KF
- Graphics card: NVIDIA GeForce RTX 4090I had this issue with my Lenovo Yoga 6 laptops built in camera
I connected a Logitech c920 to get around the issue
Now about a month later, I am not sure if teams has released an update, but the internal camera appears to be working again.
It only affected me with teams at the time.
I did do a bios update to solve a trackpad issue while on battery power.
so Try an bios update and consider getting a c920, its been around a while, is popular, and it probably a webcam the teams team validates with 🙂
OK everyone, got some updates for you all after multiple conversations with Microsoft!
The most important news is that Microsoft believes they finally identified the issue, and did a rollback for a particular setting (details below) on the evening of Wednesday, April 26th. I know we received an email about the change; not sure if any of you also received this. The change was rolled back to ALL AMD machines for all tenants under Microsoft (not rolled out to any computers using Intel/Nvidia graphics). Hopefully everyone here is no longer seeing the issue; curious to hear feedback from others!For anyone (probably most of you) that are interested, here are the details we gathered in a call we were able to get, directly with some of the main Teams engineers at Microsoft.
Essentially, there are 2 different paths that video can take:
1. Modern API. This uses Media Foundation. It allows the camera to utilize GPU memory in order to provide better battery life and performance
2. Legacy: This uses Direct Show. Camera is almost entirely handled via CPU/RAM memory. This method isn't "deprecated" yet, but is considered "legacy". It has very little dependency on drivers.Teams has been utilizing the Modern API, however recently it was discovered that AMD GPU's can glitch out when getting close to "max utilization" and crash the graphics, causing Teams/camera issues. On the 26th, Microsoft performed a code change that essentially forced all AMD clients to utilize the Legacy method for camera processing, to avoid the GPU crashing issues that were causing the problem. They are also researching a different fix that is more modern that would be long term, and hopefully rolled out in the next couple months. The newer fix should also be able to account for a few anomalies that evidently can still occur on the Legacy method (apparently specifically with certain makes/models of physical capture cards).
Hopefully that all makes at least partial sense...this issue was evidently initially recognized on the AMD-based Surface devices a few weeks ago, but the Microsoft engineers stated that they weren't able to draw the connection to other AMD-based devices until last week as we were providing them logs to look into.
Hope Teams is working better for everyone now!
- The rollback is on Teams or Windows?
Which version should we have to be ok?
Thx!! 🙂AlexMM-QC The "rollback" was a server-side change, not a Teams client or Windows change. You wouldn't see a version number difference anywhere, but they changed the way video processed on AMD clients from a server-side modification.
oheimala you seem to have a different issue, as you're using an Intel-based processor. Your camera issues could be due to other driver incompatibilities, but the primary issue here has been determined to be AMD exclusive. Have you completely uninstalled and reinstalled Teams to make sure your installation doesn't have an issue? I'd also recommend getting on the Teams 2.0 beta client and test to see if that makes a difference; the underlying engine has completely changed, so that could also help!
If you want to try out the new Teams experience (Teams 2.0), make sure you're in the preview program (click the 3 dots at the upper right, select About --> Public Preview), then if your admin has configured the settings properly, you'll see a toggle in the upper left to join the new Teams experience.
- Great Info Mike! I did open a case and didn't even get a response, so it's good someone got a hold of Microsoft and could get some quality first hand information, so at least we have some sort of a RCA.
I can confirm I have been using legacy Teams after James comment, without any video issues.
- Finally seems to be fixed with the latest Windows Updates, Teams update and Office updates, between those 3 it's no longer happening to my Surface Laptop 4 AMD
- Please provide the 3 versions of those 3 things:
1- Your last Windows Update
2- Teams version
3- Office version.
Thx!- 1. 2023-03 Cumulative Update for Windows 11 for x64-based Systems (KB5023698)
2. Microsoft Teams Version 1.6.00.6754 (64-bit). It was last updated on 28/03/2023.
3. M365 Apps for Ent. Version 2303: April 11
- We are experiencing the same in our organization; we primarily use HP 845 G7/G8/G9 AMD-based laptops. The issue started for us on version 1.6.00.4472 as noted in OP's post. We've created a ticket with Microsoft, who have told us that we are the only ones reporting issues, which obviously isn't true with as many posts as there are here of others with the exact same issue. We are seeing the following issues (all completely random, with no way to reproduce on command), either just one issue, or sometimes multiple occurring at once to a user:
- User's video freezes for everyone (including them)
- User's video preview in the lower right appears pixelated to them, but fine to others
- User's video appears black for everyone in the meeting
- User clicks "leave meeting", but it just says "Leaving..." and doesn't end until it either crashes or is force closed
We have had the "Disable GPU acceleration." checked ever since we started using Teams, and that doesn't help. However, like JHFR29 posted, I have been testing the new Teams "2.0" client for a few weeks now, and I haven't had any of these issues occur to me since then. We are going to try getting a few more users to test and see if it works, but I'd recommend others trying it here so we can see if it works for others. The link JHFR29 posted was in French, so here's the Microsoft article about the new client and how to enable: https://learn.microsoft.com/en-us/microsoftteams/new-teams-desktop-admin?tabs=teams-admin-center
If any of the rest of you are any sort of IT admin at your location, have you opened a ticket with Microsoft around this issue? The more tickets the better...Michael_Stewart
(I am sys admin yes.)
Man! Open a ticket to Microsoft?
Give me your secret path (URL?) to open a ticket to Microsoft "for free/for a non-server system/non subscription service" and I will open as many tickets you want!
Cheers!Ha, that could be a different story! We are able to utilize the Support section of Intune to open a Microsoft ticket (you can also do it through the O365 admin portal, if your group has an Office subscription: https://admin.microsoft.com/Adminportal/Home?culture=en-us#/support).
I'm not sure they care as much about individual "home users" unfortunately.
If your organization is having any issues with this, that's the route I'd recommend taking (as long as you utilize O365 services in some capacity). Otherwise, it'll probably be on those of us who DO have access to create tickets to put them in so that Microsoft finally pays attention.
- Also just realized that AlbertGnet mentioned this fix as well (new Teams 2.0 client); apologies, but I missed the second post and thought it was just the preview build of regular Teams, which did NOT solve the issue for me. I specifically had to additionally enable the new Teams client, as noted (and hopefully we'll have a few more test subjects soon for this).
Same issue here: Camera freezing with Teams since last Teams update
- Camera: Streamplify CAM
- Teams version 1.6.00.6754, updated 29.3.2023
- OS: Windows 11
- Motherboard: ASUSTeK TUF GAMING Z690
- Processor: Intel Core i7-13700KF
- Graphics card: NVIDIA GeForce RTX 4090- Just been working with Microsoft laptop support... They suggested replacing the laptops.... suppose that's an easy fix...
Has anyone gotten any updates on this issue? We have an open case with Microsoft that has not generated any useful updates. We continue to experience this issue primarily on Surface laptops with AMD processors but it does not seem necessarily specific to that combination.
We found a fix for this issue. We disabled GPU acceleration in Teams (under settings.) We've tested this with five users who had this issue occur constantly and since applying this setting change have not had any issues with their camera on Teams calls.
- New version out: You have Microsoft Teams Version 1.6.00.6754 (64-bit). It was last updated on 2023-04-04.
Didn't help a THING. If something, it's even worse. Blue-screened my system twice during a support call with Microsoft 🙂Mhagelst too early to tell here on this update. At least its not crashing my system, but it did break the icon in my taskbar... minor issue. What's really funny is that I set alerts on this to email me when someone replies to this thread and Microsoft's spam filter blocked this message that was sent from Microsoft.... Not doing too good this year Microsoft... :>(
Same issues at our workplace. We have staff all over the country on different internet connections, on a combination of HP's and Lenovo's with combinations of Intel and AMD CPU's... All having the same issue and only in the last 1-2 weeks. Has to be from the latest update...
I am trying to clear cache and reinstall on those reporting the issues the most, but no update on if that has helped any.
Yes exactly the same here! Surface Laptop 4, AMD, after recent update camera (the onboard one) randomly freezes or pixelates. Stopping the camera and starting again fixes it for a while then it returns. Have tried running all updates. How can we report this to Microsoft?
This issue has been happening to me as well - usually with WhatsApp, but it's also happened with Teams. During a video call, I'll get the message that "your camera is unavailable or being used by another app." After the call, it will crash the app as well. The camera stays on (even though it isn't working) as the light is on, but it does not function and I need to shut it off. I'm hoping that this gets fixed soon.
