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ecmillion's avatar
ecmillion
Copper Contributor
Jul 26, 2019
Solved

MS Teams crashes *sometimes* during Video calls/meetings

I've been researching an issue where several users are experiencing periodic Teams crashes always during a Video call/meeting. A call that crashes once is often successful right after, and the crashe...
microsoft teams
  • Milwanke's avatar
    Milwanke
    Nov 19, 2020

    TIER4TS 

    Thanks, but I found what these instructions should say. (my updates are in BOLD)

     

    Go into Control Panel and then “Programs and Features”

    Remove the Realtek Audio Driver (Publisher Realtek Semiconductor Corp.) Program

    It will prompt you to reboot the computer, do not reboot yet

     

    Go into DEVICE MANAGER

    Scroll down to Sound, Video and Game Controllers (expand)

    Double Click "Realtek Audio"

    Click Driver Tab

    Click Update Driver

    Click “Browse My Computer for Driver Software” (Locate and install driver software manually)

    Click "Let me pick from a list of available drivers on my computer"

    Uncheck “Show compatible hardware”

    For “Manufacturer” select Microsoft

    For “Model” select High Definition Audio Device Version [most recent date]

    Click Next

    A pop-up will state "Installing this device driver is not recommended because Windows cannot verify that it is compatible with your hardware..."

    Click Yes to the pop-up

    You will receive a screen that states "Windows has successfully updated your drivers"

    Click Close

    Click Close again

    Answer yes to RESTART YOUR COMPUTER NOW

TIER4TS's avatar
TIER4TS
Brass Contributor
Sep 16, 2020

Lorenz_MichelsDo you have REALTEK drivers installed and what is the make/model of your computer specifically. Thank you.

Lorenz_Michels's avatar
Lorenz_Michels
Copper Contributor
Sep 18, 2020

TIER4TS 

Yes, there is a device "Realtek PCIe GbE Family Controller" A NIC with driver RT640X64.SYS (9.1.410.2015, 695.28 KB(711.968 bytes), 2019-06-04 20:44.
   
It isn't an of the shelve PC, it's built on specifications:
  
ProcessorInteli7-4770 3.40GHz 4 Core(s) 8 logical processors
CPU CoolerIntelwith processor
MoederbordGigabyteGA-Z87M-D3H
RamgeheugenKingston8GB DDR3 1600MHz Kit
VideokaartNVIDIAGeForce GTX 1060 3GB
DVD BranderSamsungSH-224BB DVD Brander
VoedingBe-QuietPure Power L8 CM 430W
BehuizingChieftecSD-01B-B
DisksSamsungSSD 850 EVO 500GB
 SamsungSSD 860 EVO 1TB
 SeagateST1000DM03-1CH162
 SeagateST8000AS0002-1NA17Z
  • TIER4TS's avatar
    TIER4TS
    Brass Contributor
    Sep 18, 2020

    Lorenz_MichelsThis issue was solved in our forum response on May 14th now buried in the replies of this thread. Here they are:

     

    Re: MS Teams crashes *sometimes* during Video calls/meetings

    We have confirmed that the resolution is also as follows @KDubs:

     

    Go into Control Panel and then ADD/REMOVE Programs

    Remove the Realtek High Definition Audio Driver (Publisher Realtek Semiconductor Corp.) Program

    It will prompt you to reboot the computer, do not reboot yet

     

    Go into DEVICE MANAGER

    Scroll down to Sound, Video and Game Controllers (expand)

    Double Click "Realtek Audio"

    Click Driver Tab

    Click Update Driver

    Click Browse My Computer for Driver Software (Locate and install driver software manually)

    Click "Let me pick from a list of available drivers on my computer"

    Select "High Definition Audio Device"

    Click Next

    A pop-up will state "Installing this device driver is not recommended because Windows cannot verify that it is compatible with your hardware..."

    Click Yes to the pop-up

    You will receive a screen that states "Windows has successfully updated your drivers"

    Click Close

    Click Close again

    Answer yes to RESTART YOUR COMPUTER NOW

     

    Problem is resolved. On occasion if the issue presents itself again, it will require changing from the native REALTEK driver to the Microsoft High Definition Audio Driver.

     

    This has worked 100% of the time so far. Microsoft has some homework to do on this issue.

    • Milwanke's avatar
      Milwanke
      Copper Contributor
      Nov 19, 2020

      TIER4TS 

      I do not have the option to select Select "High Definition Audio Device"

      • TIER4TS's avatar
        TIER4TS
        Brass Contributor
        Nov 19, 2020

        MilwankeIf you would like, I can perform a quick remote session with you and assist. Drop me a direct message to mailto:laryh@tier4ts.com and I will give you instructions and step you through real quick.

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