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Microsoft Teams Crashing When Starting or Answering a Video Call

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Hi,

 

As the problem listed above states, Teams crashes with a white screen then recovers and states that there was a glitch. I've checked for updates and even checked for any potential driver issues that may be interfering with it, but with no luck. I've seen other people with the same problem, but no solution as of yet. Any ideas? 

 

Thanks! 

25 Replies
Have you found any consistency between users or devices with the issue?
If you hit feedback in the Teams app that will take you to the UserVoice site where you can raise the issue.

I've only seen it happen with one user and it's happening on a Surface book. I saw on another forum where someone was having an issue with it on a Surface book as well, but no solution. 

Ah, I think Surface Book has some driver issues so that at least narrows it down.
Any firewalls sitting in the way? I have seen problems with ports not being opened up causing similar problems

I don't believe it's a firewall issue. It was working fine up until about late last week. 

Can you collect the Teams logs from both the client and the background process?

Hi Tony,

 

We are getting multiple users complaining about this problem, starting or answering a video call crashes teams. This is happening to multiple users so must be an update to Teams that has done this ..... Microsoft?

I'm getting this issue as well, only in the past week. Clients are on the latest version of MS Teams on Windows platforms. What's the latest, is this being looked at? 

 

Who knows, there is no place to log obvious bugs, this is why we will never deploy Teams in any mission critical area.

Who knows, there is no place to log obvious bugs, this is why we will never deploy Teams in any mission critical area.

Try uservoice or contact @Suphatra Rufo directly

[Update] Thanks for that, but it all appears to be fixed now :)

I am having same glitch.... 3 weeks already.. Camera: Logitech C930e. Every other application, like Skype, Skype for Business, Hangouts, anything - no problems, Teams - crash. I thought I found a workaround last week - I had to start ONCE a Meeting (instead of direct call) and then turn the video on and should the video calling also in direct mode without a crash working.... yee... it worked last week... today unfortunately no longer :( Microsoft please help!

Having the exact same issue with  a Logitech connect conferencecam for the last two weeks....

I am still experiencing this, even though they just came out with a great new update this week (major new features). But the complete crashing of the app when making/receiving a video call really NEEDS to be fixed. 

 

I am running it on a Surface Studio personally, so maybe it's similar to the driver issues mentioned for the Surface Book. Either way, or especially since it's a Microsoft hardware product as well, it should get some attention.   As a temporary workaround, it seemed to work by starting with an audio-only call, then adding Video after the call was established and working. 


@Deleted wrote:

Hi,

 

As the problem listed above states, Teams crashes with a white screen then recovers and states that there was a glitch. I've checked for updates and even checked for any potential driver issues that may be interfering with it, but with no luck. I've seen other people with the same problem, but no solution as of yet. Any ideas? 

 

Thanks! 


 

Hi Chris - exactly the same by me. However I do use a "normal" PC. I Thought it might be somehow related to the camera I use: Logitech Webcam C930e. I use exactly the same workaround :D Initiate Audio Call and shortly after I turn on my webcam. However, there is another bug: same crash happens when I try to keep my webcam on and share a screen simultaneously... hmm am I too demanding? Any other video-conferencing tool has no problem with that...

Highlighted

How about that one! I got a hypothesis, that the problem is not related to the webcam model itself (Chris reported, that he is using Surface), but it is related to the dedicated graphic card!!! Check out the screenshot. All communicators, like Skype or Skype for Business are happy to use the integrated graphic card (from the i7 processor), however only the Teams need exclusively my dedicated Graphic Card (NVIDIA GeForce). Does it make sense? Please fix that ASAP

[Update] broken again :(

Yup that's what I'm seeing when someone shares content. Same can crash my app when remote party starts sharing content as well.

Got the same problem with the exact same webcam model: Logitech c930e (worked for over 6 months and then the crashes started - so might also be related to some kinde of Windows update).

I am also having some crashes of teams occuring in conjunction with a Logitech C920 in the following scenarios:

 

  • Clicking the camera off button
  • Locking up video in a one on one call as opposed to a multi-person call

I am having the same issue. Our company is in the early phases of adopting Office 365 and Microsoft Teams. We are also heavy users Surface Book PCs. My issue is with a Surface Book with the Nvidia video card. If I answer a call with Video it will crash. If I answer a call with audio but then enable video it will crash. 

 

Log entry:

Fri Aug 10 2018 14:57:22 GMT-0400 (Eastern Daylight Time) <13392> -- event -- name: desktop_renderer_process_crashed, url: https://, type: renderer, appRuntime: 23806.547, appInitialized: true, activities: single_people_profile,batch_people_profile,calling_intent,call_accept,admin_update_consumptionhorizon_clientonly,chat-page-title-update,presence_in_sync,hid_device_stop_ringing_from_app,ext_app_launchApp_undefined,single_people_profile,batch_people_profile,batch_people_profile,admin_update_consumptionhorizon,unified_presence_publish_endpoint_presence,unified_presence_implicitswitch_mystatus,media_connected,screen_sharing_control_data_channel_state,video_stream_rendering,video_stream_rendering_performance,hid_device_off_hook_from_app,hid_device_resume_from_app,hid_device_stop_ringing_from_app,hid_device_unmute_from_app,hid_device_off_hook_on_device,unified_presence_get_presence,presence_ischanged_mystatus,batch_people_profile,unified_presence_get_presence,blur_get_effects_capability,presence_post_active,unified_presence_post_active, timeSinceActivity: 12.733, appStates: Started,SSOStart,SSOSuccess,SSOSuccess,Initialized,CheckingUpdates,CheckingUpdates,CheckingUpdates,InCall, timeSinceAppState: 18.129000186920166, webAppStates: Inactive,LongInactive,Interactive,Inactive,Interactive,Inactive,Interactive,Inactive,Interactive,Inactive,Interactive,Inactive,Interactive,Inactive,Interactive,Inactive,Interactive,Inactive,Interactive,InCall, timeSinceWebAppState: 18.134000062942505, diagnosticEvents: ua:batch_people_profile,ua:hid_device_start_ringing_from_app,ua:single_people_profile,ua:single_people_profile,ua:batch_people_profile,ua:calling_intent,ua:call_accept,ua:admin_update_consumptionhorizon_clientonly,ua:chat-page-title-update,ua:presence_in_sync,ua:hid_device_stop_ringing_from_app,ua:ext_app_launchApp_undefined,ua:single_people_profile,ua:batch_people_profile,ua:batch_people_profile,ua:admin_update_consumptionhorizon,ua:unified_presence_publish_endpoint_presence,ua:unified_presence_implicitswitch_mystatus,ua:media_connected,ua:screen_sharing_control_data_channel_state,ua:video_stream_rendering,ua:video_stream_rendering_performance,ua:hid_device_off_hook_from_app,ua:hid_device_resume_from_app,ua:hid_device_stop_ringing_from_app,ua:hid_device_unmute_from_app,ua:hid_device_off_hook_on_device,ua:unified_presence_get_presence,ua:presence_ischanged_mystatus,ua:batch_people_profile,ua:unified_presence_get_presence,ua:blur_get_effects_capability,ua:presence_post_active,ua:unified_presence_post_active, timeSinceLastDiagnosticEvent: 12.733000040054321, timeSinceSecondLastDiagnosticEvent: 12.733000040054321,
Fri Aug 10 2018 14:57:22 GMT-0400 (Eastern Daylight Time) <13392> -- error -- Renderer process crashed with url https://, restarting the app.

@Tony Ball 

I had the exact same problem where Teams would go into a loop where it crashed every time it started, then restarted, then crashed...

 

The log file also indicated a problem with the rederering. So, after a week of looking for a solution on this post and others, I thougt it might just help if the window was minimized during the startup process. And it helped! I minimized the window as fast as possible, when Teams started, waited 10-15 seconds to let it load completely, and voilá.. I could maximize the window again and start using Teams normally.

 

Maybe this trick will work for others too? (I haven't had to use it again)

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