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MS Teams Meeting - Dropping

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RPollina
New Contributor

We continually experience drops in MS Teams calls:

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The remote attendees can hear each other, though.

11 Replies
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Hi @RPollina, I just came across this issue, too.

Users experience this only within the Teams Client on Windows, it is not occurring if the users join a Teams online meeting by using the browser.
Did you try to join a meeting via browser?

 

I opened the task manager during an online meeting however the utilization of CPU/network/RAM/... was very low, so I guess it's not a client hardware topic. Altough I cannot exclude this for 100 % right now. Maybe wrong or "outdated" system device drivers could cause this issue... e.g. wrong NIC drivers, wrong audio ... drivers...

 

I've checked network connectivity towards Microsoft SFBO/Teams by using the SFBO network assessment tool https://www.microsoft.com/en-us/download/details.aspx?id=53885

Results were ok.

I also checked the firewall/proxy (SSL / packet interception ... were off).

 

As a next step I'll test to temporarily turn off the thirdparty antivirus scanner on a Windows PC to exclude the AV scanner as issue source.

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Thanks @Erik Kleefeldt!

 

I will try the browser and respond to this thread.  This just started happening over the past few weeks; do you think it's a change to the Windows client?

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Hi @RPollina , I'm not yet sure. I'm still investigating this issue.

I'll also try to set up a new clean Windows machine, not domain joined, update it with the latest updates for Windows as well as Office. Than I'll check if the issue remains if the user joins a meeting via this (test) Windows client.
As far as I figure out something new I'll also answer to this thread but I'm not sure when this will be.

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@Erik Kleefeldt Look at the call record in Teams admin, whats you call quality like. Sounds like a network issue to me. Teams isn't looking for network quality, but network latency and accuracy.

Hi @Steven Collier, I'll analyze this. Reports say it's the attendees network connectivity. I'll further investigate there. 

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Hi @RPollina, still on it, we're investigating towards firewall because the issue does not occure if I test this on a "unmanged" internet connection, i.e. if the user/s are located remote at home without VPN/DA... And the network monitoring/reporting did not show such bad network metrics towards O365...

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@Erik Kleefeldt update... I have our IT department looking at our WAPs to see if they need updating / rebooting / better coverage.  I'll post when I know more.

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@Erik Kleefeldt update...  Working with our IT folks... they had to make an adjustment to the firewall and now Teams has no issues.  I can check with IT and see what change(s) they made.

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@RPollina Good to hear! Thanks for the update. Here it was also a firewall issue.

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@RPollina or  @Erik Kleefeldt 

Any further information on what the firewall fix was?

Having the same issue with the windows app

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Hi @HaydenMoulds, sorry, I don't have any further details on what the FW admins did to fix it. I only provided the Office 365 URLs and IPs list which need to be accessible by Microsoft Teams clients. I'd guess that they had not set up these URLs/IPs correctly or had some packet inspection or interception configured. Best Regards Erik 

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