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Calling and Meeting Issues

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New Contributor

I'm curious if anyone is having similar issues that we are experiencing. Whenever we intiate an audio or video call through chat we get the following error: "Not reachable. The user is on a client that does not support calling". The call is then immediately dropped even though both parties are using Teams. When we try and "Meet Now" it creates what looks like a meeting; it even seems as though people can join the meeting and notifications work briefly. Aproximately 10 seconds after the meeting has started it is dropped with an error: "Oh Dear! Your call has dropped. Please try again."

 

It seems as though many others have a significantly different experience. Any thoughts?

10 Replies
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Additional comments: This may be related to Mac clients. It seems some of our Windows users could accomplish calls without issue. Currently, no one running Mac OS can create or receive audio/video calls or meetings. Are there any known issues with these features for the Mac clients?
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Did you get an answer to this? I am in same situation, Windows working but Mac not working.
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Looks like we are having the same issue with our teams implementation.  

 

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I've also had someone who had that issue. I'd be interested in the solution for this. 

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We have issues with some users who are unable to join calls. On a 1-2-1 basis, they can initiate a call through Teams and even get the dial tone, but as soon as the person answers, there is no audio / video transmitted for either person. 

 

On a team basis, we've managed to connect several users into one call, but then some users attempt to join and end up 'connecting' eternally, other users attempt to join and the call ends before it starts connecting. 

 

 

We're all using Windows 7 with a desktop image, so there shouldn't be too many variables causing this difference in behaviour. Does anyone have any suggestions? 

 

This sort of inconsistency and flakyness is just what will turn people off using what is otherwise a great tool. 

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Additionally, if we schedule a meeting through Teams, if someone joins from the email or from the client itself, they seem to end up in separate lobbies. Very strange! 

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I would take a good look at your network setup anytime you're seeing inconsistent behavior when it comes to calls and meetings. Especially the following link which has specific requirements for Microsoft Teams to function properly:

 

https://support.office.com/en-us/article/Office-365-URLs-and-IP-address-ranges-8548a211-3fe7-47cb-ab...

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I am unable to connect to a video call with a team member with whom I was able to connect previously. We have tested the function from both sides. She is on-campus at our organization and I am a telecommuter connecting on my home PC.  The function worked beautifully a month ago. Now, we cannot connect to have a video meeting. The call never connects. The recipient cannot hear a "ringtone." One test showed the screen edges flashing but there was no icon to "connect." Still heard no ringtone. And no error message is ever received; the call simply disconnects after a period of time when there is no answer. Has something changed? 

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I am having this issue in windows 10. it used to work when i first started using teams but most of the company was slow in adopting, now my manager is scheduling all meeting using teams and i cannot join meetings from my desktop. i can join on my phone but then i get a small screen and it uses a lot of data and i cannot disable the video!

 

i've tried as many addresses as possible in the required list but i don't have any outbound firewall restrictions so there shouldn't be any restrictions.

 

very annoying!

 

ComputerName RemoteAddress TcpTestSucceeded
------------ ------------- ----------------
scsinstrument-ss-us.trafficmanager.net 52.114.158.42 True
compass-ssl.microsoft.com 23.222.133.80 True
teams.microsoft.com 13.107.3.128 True
c1.microsoft.com 13.77.170.218 True
iecvlist.microsoft.com 72.21.81.200 True
webpoolytoca101.infra.lync.com 52.112.67.145 True
compass-ssl.microsoft.com.edgekey.net 23.222.133.80 True
compass-ssl.microsoft.com.nsatc.net 23.222.133.80 True

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I spent weeks researching the issue where i could open teams but i could not join meetings. there was a bug in my router (and other co-workers router's from other vendors) that was double-mapping ports.

 

the resolution was to setup a port forward using the following rules:

Teams Audio: UDP 50000-50019

Teams Video: UDP 50020-50039

Teams Sharing: UDP 50040-50059