AVD Media Not Connected

[Vanbogie1200]

We have a number of AVDs that are showing 'Media Not Connected'. It's not a universal issue in our environment by any means. We have tried our current packaged version as well as current versions downloaded directly from MS.

Test device: Windows 10 21H1
Remote Desktop WebRTC Redirector Service installed: 1.1.2106.14001 (Reinstalled for testing)
For troubleshooting:
Zscaler: Disabled
McAfee ENS: Uninstalled

Windows Advanced Firewall: Disabled (Azure firewall is up)

Teams Uninstalled
Dirs removed or verified to have been removed:

• C:\Program Files (x86)\Microsoft\TeamsPresenceAddin
• C:\Program Files (x86)\Microsoft\TeamsMeetingAddin
• C:\Program Files (x86)\Microsoft\Teams
• C:\Users\VanbogK\AppData\Local\Microsoft\Teams
• C:\Users\VanbogK\AppData\Local\Microsoft\TeamsPresenceAddin
• C:\Users\VanbogK\AppData\Local\Microsoft\TeamsMeetingAddin
• C:\Users\VanbogK\AppData\Roaming\Teams
• C:\Users\VanbogK\AppData\Roaming\Microsoft\Teams
• C:\Users\VanbogK\AppData\Roaming\Microsoft Teams\logs

Teams Reinstalled:

• Relevant parameters used: ALLUSERS=1 /qn ALLUSER=1
• (Get-ItemProperty -Path 'HKLM:\SOFTWARE\Microsoft\Teams' -ErrorAction SilentlyContinue).IsWVDEnvironment = 1
• (get-ItemProperty -Path 'HKLM:SOFTWARE\WOW6432Node\Microsoft\Teams' -erroraction SilentlyContinue).Alluser = 1
• Verified no VMWare Keys present in registry

Results after all that:
"You have Microsoft Teams Version 1.4.00.32771 (64-bit). AVD Media Not Connected."
Once again, installing the current version from MS results in the same problem. Our package's media is due for a media update.
 
Am I missing something that might be preventing Teams from showing 'AVD Media Optimized'?

[#2]

We had the same issue - it was WebRTC timing out before the client hardware got connected. Install the latest WebRTC (1.4.2111.18001 as of writing) - this has a longer timeout (and also you can increase the timeout if necessary). Resolved 99% of our redirection issues.

[#3]

I've updated the WebRTC client and reinstalled Teams to no effect. How do you increase the timeout for WebRTC, is it a registry value that needs to be added?

[#4]

when we were using a specific version of the client before the public release, the regkey was:
• [HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Terminal Server\AddIns\WebRTC Redirector]
Set "HandshakeTimeout" to something greater than 10000 (decimal) as below.


please note I'm not taking any responsibility for this and haven't tested this setting out (because the latest release sorted the issue out for us anyway) and if you're getting the issue on only a small number of users you may end up making things worse.

[#5]

@pcluskey 

I added the new property:

New-ItemProperty -Path 'hklm:\SYSTEM\CurrentControlSet\Control\Terminal Server\AddIns\WebRTC Redirector' -Name 'HandshakeTimeout' -Value 20000 -PropertyType DWORD

It didn't seem to correct the issue, I even increased it to 100000 just to see with no luck. Thank you very much for your suggestion though. Maybe it wil have an effect on some of the other devices with this issue.

[#6 · Accepted solution]

We are investigating this issue as some other customers are having this issue as well. If updating the WebSocket service (1.4.2111.18001) didn't solve the issue, we need more info to troubleshoot. Please file a support ticket and we will contact you for more information.

[#7]

@Yun_Liu Did you end up finding a resolution to the problem you were investigating. I think we are having the same problem.

[#8]

@dloughry 

Have you tried updating both the host WebRTC redirector service and the Remote Desktop client to the latest version?

[#9]

@Yun_Liu Yes we have. We have made sure that Remote Desktop Client is up to date. We rebuilt a Cloud PC yesterday with using the image "Windows 10 Enterprise + Microsoft 365 Apps 22H2". The problem immediately appeared.

[#10]

Our testing has indicating that on 2 PCs the it is working - you are getting the message "AVD Media Optimized". We have a 3rd PCs where we are getting the message "AVD Media Not Connected". We have reset the 3rd PC to see if that resolves the issue and it did not. The 3rd PC is a Workgroup PC. Each time we are connecting to the same Cloud PC.

Is there a tool or script that you have that can check the Local PC and tell you if there is a configuration issue?

[#11]

Is the 3rd PC an unsupported endpoint (e.g. Windows Server OS)?
If it's a supported endpoint, could you try reset the Teams cache on the cloudPC to ensure the correct shim is loaded?

To reset Teams cache:
First, make sure Teams is not running. Then on the VM side delete %appdata%/Microsoft/Teams directory. When you restart Teams it will want you to login and will recreate the cache as part of that.

[#12]

The Local PC EndPoint is Microsoft Windows 10 Pro Verison 10.0.19045 Build 19045. I have deleted the %appdata%/Microsoft/Teams directory on the Cloud PC. When I start Teams the problem still exists. It is still reporting "AVD Media Not Connected".

[#13]

Please file a support ticket and we will contact you for more information.

[#14]

Will do. Thanks.

[#15]

@Yun_Liu can you please advise what support team we need to get the support ticket raised with?

Is it the Cloud PC team? We have ticket 34939212 currently assigned to that team and are waiting fo a tech to be assigned. Understand the need to wait patiently but want to make sure that when we get some assistance we are not advised we are in the wrong team.

[#16]

We have finally found a solution to our problem. We needed the latest version of Microsoft Visual C++ Redistributable on both the Cloud PC and the Local PC. We had been resetting the Local PC and in many (bit not all) instances the reset PC did not have this software. As soon as we installed, we were able to see the "AVD Media Optimized" message when you checked the Microsoft Teams version on the Cloud PC.

[#17]

We learn't the following using a Microsoft Support Case.

MSRDC versions 1.2.3667, 1.2.3770 and 1.2.3918 have inherited a dependency on msvcp140.dll and client machines without this binary installed will cause optimizations to fail.  Upcoming MSRDC release (2/28) will have a fix to address this,

Installing the latest VC++ redistributable - Latest supported Visual C++ Redistributable downloads | Microsoft Learn resolves the problem.