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Home2020's avatar
Home2020
Copper Contributor
Aug 14, 2020

MS Teams Desktop Client not passing through Camera Video to other users

Good Day, I have an issue with a user where their webcam works just fine but when she joins a meeting all you see is her profile picture on the other end instead of her Webcam video.

When I look on her computer both Videos streams (Mine and Hers) are playing so she didn't realize the other people were not seeing her video until they brought it up, plus when in the Teams device settings it shows at the bottom her video playing but just not passing through to the other participants in the meeting. Tried toggling the Video On and Off button but still nothing 😞 

When using the Teams Web client, both Video Cams show to both parties so I'm not sure why it is only the Teams Desktop Client on her Windows 10 machine not showing the camera feed to the other participant.

Permissions in the client are all enabled for Camera, etc ...

Hoping someone has ran into this issue before. I have already uninstalled and reinstalled the desktop client to no avail. Thank you

    • Home2020's avatar
      Home2020
      Copper Contributor

      StevenC365 Hi Steve, doing the test between her and I, we were on the same network so that makes it even odder 😞

      My video was coming through to her but hers not to me so same Firewall and Proxy.

      It works for every one else so far on the same network plus as I mentioned, using Teams Web client on her machine works just fine. It doesn't make sense.

      • StevenC365's avatar
        StevenC365
        MVP

        Home2020 I would imagine something in the devices network stack, for example the client firewall.

         

        When you use the browser traffic is sent over https TCP port 80, the Teams desktop client will try to use UDP Port 3480 for Video.

  • Yahiya Iqbal's avatar
    Yahiya Iqbal
    Copper Contributor
    These are the instructions to fix the issue with incoming videos . We Have to clear the Teams cache from the affected users machine.
    1-Sign out on Teams > Quit Microsoft Teams by right clicking the icon and select Quit.
    2-On your keyboard, Hold Windows key and Press R.
    Cut and paste %appdata%\Microsoft\Teams in the RUN then OK.
    3-Delete the contents of the entire folder.

    If this does not fix the issue then we have to check the box for "Disable GPU hardware acceleration" in settings. We can go to settings by clicking on three dots next to our picture on teams main screen.

    This will solve the issue.

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