Forum Discussion
When screen sharing people see black screen
Hi,
I had Thinkpad laptop and was using additional monitor on and off without any issues and suddenly since 2-3 weeks, when I am trying to share my screen, people are just seeing black screen. This is with both option i,e. when using laptop alone and also with additional monitor. Note there were no issues earlier.
Last weekend, I got a new laptop which is MS Surface 3, and after installing all MS apps on this machine, I am having the same issue. This is without any additional monitors.
This is causing issues for me and my team and would appreciate quick resolution.
Thanks and Regards,
Viren
Hi Viren_Manek;
Believe is ISP related.
Change the QoS setting in Teams fixed the problems for us.
Your tenant admin needs to change this:
Teams Admin> Meetings > Meeting Settings > Network
Turn off -> Insert Quality of Service (QoS) markers for real-time media traffic
Also update Teams client to the latest version.
Log-out and log back in.
Restart your Teams app.
You may need to wait for the change to kick in.
Good luck.
Regards
Tenny
- ThereseSolimeno
Microsoft
Hello Viren_Manek Do any of these help?
How to Fix Microsoft Teams Black Screen Issues - Technipages
Hi ThereseSolimeno,
I have tried the first 2 options but not the third one. Will try that.
In meanwhile, I found that when I use teams via web browser there are no issues and works fine. So, the issues is more likely with the installed app.
Thanks and Regards,
Viren
- ThereseSolimenoYes that often happens. The tech support team is trained to ask whether the issue shows up on the web as well as the app.
Who is your ISP?
I found Screen share through TEAMS desktop client not working - Microsoft Community pointing to ISP rather than software or hardware config
- My ISP is Dodo but this doesnt make sense as when I use teams via web it works but using app, it doesnt. This having same ISP 🙂
- Ditto my ISP is Dodo. If I share using the WebApp it works fine.
Viren_Manek I have the same here in Australia, a user is on DODO (an Australian ISP) and is also experiencing screen freezes, black screen when sharing with occasional sharing. When the user is in the office the sharing it working fine. Has there been any update?
Hi Viren. I have what appears to to be the same problem when using MS Teams. My symptoms are the same as others have reported. The Teams App on Win10 is giving the problem. Using it through the browser is fine. My ISP is Dodo. Have you found a solution yet?
1. I cannot share my screen. All other users see when I share are black windows. My video that I share is very jittery and will stick with one image of me for minutes before refreshing, only to get stuck again. My image quality is really bad. I can see and hear other participants with no problems to a high level of quality. My audio to them is fine. This started for me about two months ago and happens consistently.User Profiles with Teams Access.
2. I have three Teams profiles from different organisations and it happens no matter which combinations I use and with other people.Computers
3. I have tested between two computers side-by-side and can replicate the problem. They are:a: Lenovo T14 AMD, Windows 10 19043.985 fully reinstalled to a blank HDD on 19 May 2021. MS Teams 1.4.00.11161 (64-bit). It was last updated on 19/05/2021. No AV has been installed yet.
b: Lenovo T430u, Windows 10 19041.985. MS Teams 1.4.00.11161 (64-bit). It was last updated on 18/05/2021.
3.1 I have tried both the built-in webcams and a Microsoft webcam.
4. I have tested with other colleagues running other brands of computers. I can see and hear them fine. They experience the symptoms above when trying to see me.
5. Both computers are have fully up to date drivers.
5.1 SpeedTest reports a 51Mb download and 16Mb upload on the web connection.
Troubleshooting:
6. I have fully bypassed my Wifi and connected directly via CAT6 to the Router/Modem for both computers.
7. I have tried two different modems. 1. The Dodo supplied Huawei HG659 AND a Netgear DB200 (fully patched)
8. I have tried initiating a VPN connection using Windscribe and the problem persists.
Getting it to work:
9. I have connected both of the computers above via wifi to a Telstra supplied NetGear Nighhawk LTE Mobile Router with Telstra data SIM. (Thereby removing Dodo from the equation entirely). Teams works perfectly with no interruptions between my computers and with other colleagues.
To me this points to the ISP being the problem.
Has anyone come up with a workable solution apart from chaning ISP?
- Hi,
As an alternate solution, I am using teams via Web which works perfectly fine with same ISP.
I think the issues is with using app with certain ISP and that is strange. If I can work with web then why cant MS update or propose any settings that can resolve this issue.
Thanks and Regards,
VirenI agree. Thanks Viren. Have you logged this with Dodo support, and if so, do you have a ticket reference number?
- Problem solved. And as already recommended.
I changed ISP from Dodo to Internode.
No more issues.- Today I received a message from Dodo saying that "Our Network team made changes to fix your MS Teams App issues and should now be resolved. Please let us know if you still need help."
- I too have the same black screen when ONLY using home Huawei modem. At the office it works and when I use my mobile as a hotspot it also works.
My ISP is iprimus.. been 1 week now with no resolution.- iPrimus and Dodo are both owned by Vocus Group. Therefore both brands may share the same equipment and configuration, and hence give the same problems.
Adriana_001 update overnight is that my issue has now been fixed - I can share my screen in Team while using the Huawei modem. I have no idea who and what was done. A bit concerning when I don't know what happened / what was done to resolve the issue.
- Just tested mine with real hope. Alas, I was disappointed. Still not working for me (Mid North Coast, NSW, Australia)
Thank you, for pursuing this issue. I've had this problem on and off, trying to share my screen in Teams. I've tried various ways to resolve the problem. I thought it may have something to do with the resolution of my screen - it has a very high resolution, being a Surface Pro. However, even lowering that didn't help.
I then came across this thread. I appreciate the methodical way that you went about it - until the issue was resolved (for you). I am the admin for our organization and have just turned off "Insert Quality of Service (QoS) markers for real-time media traffic". I hope this will resolve my problem as well.
Unfortunately the turning off of "Insert Quality of Service (QoS) markers for real-time media traffic" in the Teams Admin Meeting settings did not do the trick for me. I also tried connecting through my mobile hotspot in case it had anything to do with restrictions on my work network - to no avail.
Interestingly, in the same meeting, with the same connection, a colleague can share their screen with me - no problem, but visa versa it doesn't work.
- I have the same problem here in a Telstra NBN Fiber connection. I don't think it is just ISP related, but it may be a combination of router and ISP. I have an ASUS router RT-AC88U. If I connect laptop directly to the NBN modem, I don't have the problem. Therefore it will point to the router. I have disabled everything that I though it may give issues, but it still the same problem. So no QoS, and basically disabled all the security features with no go. If I use a VPN it works. Everything points to the router. I need to test it with another router.
Findings \ Notes:
1. Black screen sharing when using Asus - Router --> Telstra NBN
2. Works fine when connected directly: Laptop -- > Telstra NBN (no Asus router between laptop and NBN)
3. It works when using wireless broadband to Telstra network.
3. It works when VPNing out
4. It works when both machines are in the same network, therefore no router between them.
5. It works with the Web client
I logged a case with Dodo on 28/5 & follow it up with them weekly. I have been advised they are aware of the issue & their escalation support team is working on a resolution with Microsoft and other ISPs also affected. No eta when it will be resolved sorry.
The only 'fix' is to change ISP which I can't do as I live in a rural area & Optus/Dodo/I-Primus etc are the only ones available. I just keep hot spotting my mobile when I need to share my screen & once the session has started reconnect to my home wifi which seems to keep the port opened & I can keep sharing. If I stop sharing the port closes & I have to go back through hotspotting phone.
Hi,
Do people still have this problem in 2023?
I am experiencing exactly same issues in the last few months.
Even after reimagine my laptop, the problem is still there:
- Sharing from web works perfectly
- Sharing from teams works sometimes, but sometimes the users see black screen and sometimes it freezes.
I changed ISP from Dodo to Superloop to fix the problem.
I suggest that you try connecting via various unrelated ISPs to troubleshoot.
Cheers,Daryl
Dodo fixed the issue...finally. Had no further issues or any reports from our staff.
