Forum Discussion

Dorje-McKinnon's avatar
Dorje-McKinnon
Steel Contributor
May 06, 2020

Teams calls disconnects / dropped / terminated when users are logged into multiple devices

Hi everyone,

[Edit : see my response below, we don't think this is due to different versions, but due to a user being logged into teams on multiple devices]

What I think we're seeing is a difference in teams desktop client versions causing calls to be dropped or terminated.

 

The scenario

  • Bob has Teams desktop app version 1.3.00.9267 
  • Sally has Teams desktop app version 1.3.00.8663

When Sally calls Bob (8663 to 9267) then Bob answers the call and the call connects, and they can talk.

BUT

When Bob calls Sally (9267 to 8663) then Sally answers the call immediately drops Bob sees "sally ended the call" and Sally sees "Bob ended the call" , and they can't connect.

 

Meeting invites work for both parties, and in some cases trying several times seems to allow the call to connect (still investigating this).

 

Is anyone else seeing this ?

The AppData\Roaming\Microsoft\Teams\logs.txt exists but I don't know how to interpret

  • Jschneid70's avatar
    Jschneid70
    May 08, 2020

    Dorje-McKinnon 

     

    i can confirm that updating iOS App (from version 2.0.9 to 2.0.10) also resolves the problem (testing on different devices with iOS and iPadOS) 

     

    ATTENTION: User must update the iOS App manually, no automatic Update in the Apple iOS Store !!! As the auto-update feature for the app remains disabled at this time by Microsoft affected users should manually update to the latest version of the Teams iOS client to resolve the problem.

  • We've tracked the problem down:
    This is ONLY an issue for person to person calls using teams, where the person being called has teams installed and logged in on multiple devices.

     

    The problem : When I receive a call or when I make a call just after the call is answered, it drops or is terminated.
     
    The reason : Microsoft have made a change to the back end of Teams which is causing this issue.
     
    Why we think this : 
    • We tested the firewall - no difference in the issue.
    • We tested the vpn - no difference in the issue.
    • We tested different versions of the Teams app - no difference in the issue.
    • When Bob rings Sally using teams prior to May 2020, Sally could answer using the Teams app on her computer or the Teams app on her phone. Both rang, either could answer the call.
    • In May 2020 When Bob rings Sally using teams and Sally answers using the computer Teams app, the phone app rings slightly longer. When the phone stops ringing the call is terminated.
    • In May 2020 If Sally turns off her phone (and all other devices except one with Teams installed) and answers Bob's call, the call connects no problem.
    • In May 2020 It was the same for Sally ringing Bob if he has Teams installed on multiple devices.
    Solutions :
    • Solution A - answer the calls on your mobile device, use the computer Teams app for everything else. BUT this isn't practical if you need to see shared screens or see other peoples screens.
    • Solution B - only have one Teams app signed in. Laptop users keep desktop Teams app signed in. If you don't have a laptop, just keep the phone Teams app signed in if you have it. BUT this is hard for staff who move between laptop and phone use e.g. field workers with laptops
    • Solution C - await a fix from Microsoft taking us back to Pre May 2020 functionality where a call could be answered on any device
    • Rbert_Sndor's avatar
      Rbert_Sndor
      Copper Contributor

      Dorje-McKinnon I tried to log-off from my mobile and stayed log-in only on my desktop but I the same problem continues. If I'm called on TEAMS and I pick-up the call first I do not hear the other party (they do) and then the call drops; if I call on TEAMS the other party everything is fine. In addition if I join a meeting scheduled via TEAMS the same happen I do not hear the team and the the call drops. This does not happen when I connect to the scheduled call from the browser - just desktop-up. Also it is worth mentioning that everything worked fine for couple of month but this pattern had started to show-up about 3-4 weeks ago. Any suggestions? By the way I'm using iMac. 

      • Dorje-McKinnon's avatar
        Dorje-McKinnon
        Steel Contributor

        Hi Rbert_Sndor 

         

        Sorry but I don't have any experience with Macs. Try doing the reverse, logout on your desktop computer then get someone to call you, take the call on your mobile and see if it works. Then do the reverse. That should help you narrow it down.

    • Jschneid70's avatar
      Jschneid70
      Copper Contributor
      Problem starts with iOS Teams App Version 2.0.9. We are still testing on different devices. Version 2.0.8 works. Our workaround disable call notification in Teams app configuration...
      • Dorje-McKinnon's avatar
        Dorje-McKinnon
        Steel Contributor

        Thanks Jschneid70 

        we tested that too and yes it works , but for our workforce it isn't an option to turn off notifications in the iOS teams app. Especially for front line workers.

         

        Uninstall and reinstall has worked for users we've seen so far.

    • Dorje-McKinnon's avatar
      Dorje-McKinnon
      Steel Contributor

      Dorje-McKinnon 

      After seeing 

      https://techcommunity.microsoft.com/t5/microsoft-teams/call-disconnects-on-answering/m-p/1365100/highlight/true#M57083

       

      we got the user (Bob) with

      iOS Version 2.0.9 / Build : 1.077.2020050202 (general) / Calling version : 2020.10.01.6

      teams app to uninstall the app (they didn't log out first).

      Then Bob downloaded and install the app from the apps store (NOT from our companies "comp portal" location).
      After Bob signed in in the app about menu shows no change.

      - Version 2.0.9 / Build : 1.077.2020050202 (general) / Calling version : 2020.10.01.6

       

      Now Bob is logged in on laptop and phone.

      When Sally calls Bob on Teams, if Bob answers using the laptop the call connects. Bob's phone rings once after answering on the computer then the phone stops ringing.

       

      We also tested with Bob logged into phone (after reinstalling iOS Teams app), android tablet and computer. When Sally called Bob was able to answer the call from any device. Just like pre 5 May 2020.

      Thanks @user123955  and Akeelyakub 

      Now to tell our users what to do.....

       

       

      • pmoffe's avatar
        pmoffe
        Copper Contributor

        Dorje-McKinnon

         

        Same issue here which seemed to start today, 5/6/2020.

         

        If a user is logged into Teams on macOS and iOS, accepting new, one-on-one video calls fails from macOS.

         

        If that user signs out of Teams on iOS, they can accept new, one-on-one video calls from macOS.

         

        A user here is signed into Teams on iOS, iPadOS, and macOS. If they just sign out of iOS, leaving iPadOS and macOS logged in, they can still accept new, one-on-one video calls.

         

  • Jamie_Powis's avatar
    Jamie_Powis
    Copper Contributor

    I have a user who is experiencing the same issue but on Windows. 
    The app on their iPhone works flawlessly.

     

    Teams version 1.3.00.12058 (64-bit)

    • Dorje-McKinnon's avatar
      Dorje-McKinnon
      Steel Contributor

      Hi there, Jamie_Powis 

       

      The issue is with the iOS app dropping the call after it has been answered on the windows device. I think because it rings 1/2 a ring longer than the desktop device.

       

      With your user get them to turn their phone off, and I'll bet they don't have the issue when someone calls them.

      It looks like Microsoft will have a fix in the next couple of days, with a new version of iOS

      https://twitter.com/search?q=%40MSFT365Status%20TM212147&src=typed_query

      • Jschneid70's avatar
        Jschneid70
        Copper Contributor

        Dorje-McKinnon Microsoft releases iOS Teams Version 2.0.10. The Calling-problem is now fixed.

         

        Title: Incoming calls can't be answered in Microsoft Teams intermittently User Impact: Incoming calls to users may have been intermittently dropped upon answering. Final status: We've confirmed that the new Teams iOS client build 2.0.010 which contains the fix for the problem is now available for download in the iOS App Store. As the auto-update feature for the app remains disabled at this time, we encourage affected users to manually update to the latest version of the Teams iOS client to resolve the problem. Scope of impact: Impact was intermittent and specific to users who were signed in to the Teams iOS app alongside any other version of the Teams client with the same account. Start time: Tuesday, May 5, 2020, 7:30 AM (5:30 AM UTC) End time: Friday, May 8, 2020, 6:00 AM (4:00 AM UTC) Root cause: The Teams iOS client build 2.0.9 contained an error that would intermittently cause incoming calls to drop upon answering. Next steps: - We're working to identify additional testing methodologies to better ensure the efficacy of our iOS client builds. We'll publish a post-incident report within five business days.

  • Darshan_Khute's avatar
    Darshan_Khute
    Copper Contributor
    Hello,
    I am also suffering from such type of problem...
    Whenever I joined the meeting call automatically drops and ,then I again tried to join meeting but at that time I automatically sign out from someone organization guest mode to simple guest.
    Why this problem arriving I don't know.
    Please guide me to solve this problem.
    • Dorje-McKinnon's avatar
      Dorje-McKinnon
      Steel Contributor

      Darshan_Khute , I'm sorry i don't know why you're having the problem.

      First talk with other users in your organisation, and find out if it is just your account or multiple users who have the problem. Then compare your setup and the version numbers of Teams with someone in your organisation who is NOT having the problem. Then let your IT team know the details you have discovered.

       

      Many people on this thread found the solution was mis matched versions of the teams app.

       

      good luck

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