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
jmc4499a couple of people are reporting the display link, do you have a specific model number of the display link/docking station that you are using and driver version? Thank you!
TIER4TS We think we finally found a fix for this. So far has worked for 4/4 of the machine who had this issue.
From Admin profile
Update all firmware BIOS, Chipset, etc.
Dell Command Update works well for this. Select all Critical updates and you are covered.
Control Panel > Programs and features
Delete all Realtek software
For this and all subsequent Realtek installs follow the InstallShield Wizard and allow to reboot as needed (sometimes multiple times)
Browse to support.dell.com
Enter the service tag for the unit at hand
Go to Drivers & Downloads
Enter Keyword "audio"
Download Realtek High Definition Audio Driver ver 6.0.8816.1_A06.EXE (01 Nov 2019)
(Realtek-High-Definition-Audio-Driver_330WW_WIN_6.0.8816.1_A06.EXE)
Install following InstallShield Wizard (multiple reboots)
When complete open Device Manager. Select and uninstall all devices under Audio Inputs and Outputs
Select and uninstall all devices under Sound, Video, and Game Controllers
NOTE: Where it is an option, check the box to “Delete the driver software for this device”
Reboot
Open Teams and test
If Teams crashes or freezes within the first 4-5 calls, (in and/or out) reboot again.
- As you said I removed the Realtek software but since I could't find the new correct driver version from Dell I went with TIER4TS solution to use the native Realtek driver.
Will give an status update if this has solved the problem.
FYI; This is W10 Build 1903 and 1909 with the latest of Dell Command Update drivers. simon_bedsysThe version that 100% an issue is 6.0.8816.1 and it isn't just specific to the dell machines. The date on the driver on the machines is normally 10/15/2019. This is also in combination with Microsoft Windows 10 Builds 1809 and higher. It wasn't manifesting in 1803. Some clients were coming up with arguments like "we just got new computers a couple of months ago" and things like that not realizing that Microsoft TEAMS, Microsoft Windows, and Realtek are all independent products/software/solutions.
Make sure that you uninstall the REALTEX software from control panel in my original directions to keep it from rewriting the driver back after you change it manually in device manager. Report back your findings.
Microsoft hasn't reached out or handled these tickets appropriately on the TEAMS platforms and business partners likely give up trying to tackle it. These leaves a blind spot in the support of the platform that Zoom and WebEx do not have.
- Is the Realtek High Definition Audio Driver ver 6.0.8816.1_A06.EXE (01 Nov 2019) driver for a specific series of Dell machines?
Was not able to find this driver to Dell Latitude 7390, so went with TIER4TS solution: https://techcommunity.microsoft.com/t5/microsoft-teams/ms-teams-crashes-sometimes-during-video-calls-meetings/m-p/1389330/highlight/true#M58357
Waiting to se if customer confirms that the problem is solved. 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.
