Forum Discussion
MS Teams crashes *sometimes* during Video calls/meetings
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
StevenC365So far the issue that we are seeing in our own tenant and other corporate customers is that the crash manifests most commonly with back to back video conference calls that are one on one or repeat calls for a group. The first teams call/video conference goes smoothly and then when you are done, initiate an additional call and the person being called can see the incoming call, attempts to answer, and then everything locks up on both sides. The log shows that it fails and causes a reload of TEAMS, but the only way to clear the stability is a complete reboot of the computer. The reloaded teams is still unstable if you don't do this. Teams log also makes reference to the audio and video driver missing after the software crashes, but then the operating system will recover the audio and video devices on their own and works with other programs, just not teams.
TIER4TS We are having the same issues as you described. It only happens to our new Dell AIOs that we purchased in over the last 5-6 months. It does not happen on any of our other desktops or laptops. We have tried installing older Realtek drivers, newer Realtek drivers and removing the Realtek program from the programs and features list. The frustrating thing is that the fixes appear to work for some and not others. We have three computers that all had this issue fixed by removing the Realtek program from the programs list and rebooting. Not a problem since on those, yet others that fix does not work. Trying to find a commonality of the systems between what works and what doesn't is proving difficult. We have reach out to Dell Pro Support and they are just as stumped as we are currently. If you have any ideas please let me know.
KDubsThis is our issue as well, I don't think it is a hardware driver issue. Although the driver for both audio and video temporarily are suspended AFTER the MS Teams app performs its crash. The operating system recovers the use of the two device back, after the MS Teams program no longer has them "locked." This is something that has to be definitely addressed by the Microsoft Support and soon. This has consumed a considerable amount of time and Microsoft doesn't have sufficient resources assigned to the issue. Even my Dell Precision with a Logitech Mic/Cam attached suffers after a couple of back to back meetings. Do you want to clear your log and post immediately the results of the crash? In the TEAMS icon in the lower right, just right click and "Get Logs" but only do this after you clear them and then do a fresh test and then post here. That should give me enough to continue the process with Microsoft Support proving that it is not just one "tenant" experiencing the issue. They continually say that if it was a larger issue they would have more support calls, but I argue not many people rely on their support and that they are being brushed off by resellers about it.