Forum Discussion
Help diagnose session drops
Our staff have been complaining about Teams calls dropping over the past couple of weeks and I have been doing some research. I need more experts to help guide me in figuring out what may be causing a particular problem. We are a paid tenant with mostly E3 licenses. Have recently (April 5) switched over to "Teams Only" mode. All computers are Surface Pro or Surface Book with i5 or i7 and 8 or 16 GB RAM. In all cases the computer was plugged into power and not low battery.
The Teams version is 1.3.00.8663 (64-bit).
Sometimes when the users are in Video calls the session drops and then reconnects automatically. When this happens it seems the Teams client forgets what hardware is installed in the computer. I have posted a few clips from the analytics below.
Dropped sessionnotice hardware details are missing from first sessionafter reconnect details are shown
Any idea what I can tell users to do to ensure the Teams application doesn't forget what hardware it is running on? Besides the obvious of, make sure you check for updates and force restart computer once a week?
That is a tricky one. Is this a consistent issue across all of your users since you switched to Teams Only mode, or a specific group of users who are encountering this?
Are the required IP ranges / URLs for Teams allowed through your firewall? Can they replicate the issue if they use Teams via browser as opposed to the Teams client?
PeterRising Hi Peter, I am not sure how many this issue is actually affecting since I was informed by 1 user that many people (3 they knew of) were complaining about Video Calls dropping. When I put up a Forms/Poll, I only collected 1 other entry after a week. So, out of the 4 users I was investigating, 2 had this hardware disappearance in the logs. Most of the Poor ratings and drops are related to network. I have already suggested they change their home Wi-Fi to raise priority (QoS) of the clients if they can.
Since the COVID-19 pandemic, nobody is in office and I am trying to support all remote workers so firewalls could be issue but not one I can easily manage since they are all on individual networks. We do not VPN through HQ.
I would suggest use of Web version but most of these calls are for 3 to 5 video users per call and they want to see more than one video stream at a time. Most of these are for Hiring Candidate interviews or small staff meetings.
Believe me, I keep telling them video is a bandwidth nightmare and to stick with audio only but they want to see faces for some reason.
In this case the problem with hardware not being detected seems to be a programming issue in Teams.
Ah of course, even though I've been WFH for 6 or so weeks since the pandemic, it's still easy to forget sometimes.
It's an almost impossible challenge you have really when taking into account all of the variables that you have to deal with, many of them out of your control. The average home user will not know how to access their home routers I would think.
