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Microsoft teams Dropping calls

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Occasional Contributor

So I am having an issue with Microsoft Teams on a daily meeting.  The issue is that one user continually gets dropped from the teams meetings.  He's tried both of our wifi networks, his personal network, and a wired connection none of these fix the issue. At first I assumed it was network based as our buildings internet is p2p and can sometimes be a bit difficult to work with.  I have a log file but I'm not sure how to exactly read the file and apply any changes accordingly.  Thanks for any information on either how to read the log file or with what my root issues might be. 

5 Replies
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Hi @js1605 ,

 

Before delving into logs, especially as there is no nice tool outside of Microsoft to parse it (short of ctrl + f), I would recommend trying the following:

 

Is the user in question using the web or desktop client? If client:

 

Has the user enabled the new meeting experience check within their settings, if yes can they turn it off and see if the problem still occurs. If no, can they turn it on and see if the problem still occurs. A restart of the application will need to occur for any changes to that setting to take effect.

 

Is the same issue present in the web version.

 

What is the version of their client?

 

If the web version:

 

Could they try the desktop version and see if the issue is still present. I know hardly the golden answer but worth a try as that kind of takes the update and version of the desktop application out of the equation somewhat.

 

Thanks

 

Henry

 

 

 

 

 

 

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@henryarphillips365 

Thanks for the quick reply to answer your questions:

 

He is on the desktop client.

The new meeting experience isn't checked. 

We experience the same issue on the web or desktop versions. (less on web)

Version 1.3.00.19565 (64-bit)

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Best Response confirmed by ThereseSolimeno (Microsoft)
Solution
Are other unaffected users on the same version? I am on 19173, going to update to see if there is a later version but I thought I was on it.

Did he have Teams installed stand alone or by way of Office Pro Plus?

Found this helpful link with regards to the logs and client issues https://docs.microsoft.com/en-us/microsoftteams/troubleshoot-installation

You could try the new meeting experience but I am torn between suggesting further client remedies as the same is seen via the web.

I will keep thinking...
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Hi @js1605 

 

I also noticed this setting in settings: Enable logging for meeting diagnostics (requires restarting Teams)

 

Unable to find any official word on it but it may give you more insights into meetings in the logs, or might just be for the new meeting experience.

 

Thanks

 

Henry

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The installation is a standalone installation, I'll try out the new meeting experience and see what shakes out with that.