Forum Discussion

ecmillion's avatar
ecmillion
Copper Contributor
Jul 26, 2019
Solved

MS Teams crashes *sometimes* during Video calls/meetings

I've been researching an issue where several users are experiencing periodic Teams crashes always during a Video call/meeting. A call that crashes once is often successful right after, and the crashe...
microsoft teams
  • Milwanke's avatar
    Milwanke
    Nov 19, 2020

    TIER4TS 

    Thanks, but I found what these instructions should say. (my updates are in BOLD)

     

    Go into Control Panel and then “Programs and Features”

    Remove the Realtek Audio Driver (Publisher Realtek Semiconductor Corp.) Program

    It will prompt you to reboot the computer, do not reboot yet

     

    Go into DEVICE MANAGER

    Scroll down to Sound, Video and Game Controllers (expand)

    Double Click "Realtek Audio"

    Click Driver Tab

    Click Update Driver

    Click “Browse My Computer for Driver Software” (Locate and install driver software manually)

    Click "Let me pick from a list of available drivers on my computer"

    Uncheck “Show compatible hardware”

    For “Manufacturer” select Microsoft

    For “Model” select High Definition Audio Device Version [most recent date]

    Click Next

    A pop-up will state "Installing this device driver is not recommended because Windows cannot verify that it is compatible with your hardware..."

    Click Yes to the pop-up

    You will receive a screen that states "Windows has successfully updated your drivers"

    Click Close

    Click Close again

    Answer yes to RESTART YOUR COMPUTER NOW

TIER4TS's avatar
TIER4TS
Brass Contributor
May 20, 2020

simon_bedsysThe version that 100% an issue is 6.0.8816.1 and it isn't just specific to the dell machines. The date on the driver on the machines is normally 10/15/2019. This is also in combination with Microsoft Windows 10 Builds 1809 and higher. It wasn't manifesting in 1803. Some clients were coming up with arguments like "we just got new computers a couple of months ago" and things like that not realizing that Microsoft TEAMS, Microsoft Windows, and Realtek are all independent products/software/solutions. 

 

Make sure that you uninstall the REALTEX software from control panel in my original directions to keep it from rewriting the driver back after you change it manually in device manager. Report back your findings. 

 

Microsoft hasn't reached out or handled these tickets appropriately on the TEAMS platforms and business partners likely give up trying to tackle it. These leaves a blind spot in the support of the platform that Zoom and WebEx do not have.

simon_bedsys's avatar
simon_bedsys
Copper Contributor
May 20, 2020
As you said I removed the Realtek software but since I could't find the new correct driver version from Dell I went with TIER4TS solution to use the native Realtek driver.

Will give an status update if this has solved the problem.
FYI; This is W10 Build 1903 and 1909 with the latest of Dell Command Update drivers.