Forum Discussion
Teams calls disconnects / dropped / terminated when users are logged into multiple devices
i can confirm that updating iOS App (from version 2.0.9 to 2.0.10) also resolves the problem (testing on different devices with iOS and iPadOS)
ATTENTION: User must update the iOS App manually, no automatic Update in the Apple iOS Store !!! As the auto-update feature for the app remains disabled at this time by Microsoft affected users should manually update to the latest version of the Teams iOS client to resolve the problem.
We've tracked the problem down:
This is ONLY an issue for person to person calls using teams, where the person being called has teams installed and logged in on multiple devices.
- We tested the firewall - no difference in the issue.
- We tested the vpn - no difference in the issue.
- We tested different versions of the Teams app - no difference in the issue.
- When Bob rings Sally using teams prior to May 2020, Sally could answer using the Teams app on her computer or the Teams app on her phone. Both rang, either could answer the call.
- In May 2020 When Bob rings Sally using teams and Sally answers using the computer Teams app, the phone app rings slightly longer. When the phone stops ringing the call is terminated.
- In May 2020 If Sally turns off her phone (and all other devices except one with Teams installed) and answers Bob's call, the call connects no problem.
- In May 2020 It was the same for Sally ringing Bob if he has Teams installed on multiple devices.
- Solution A - answer the calls on your mobile device, use the computer Teams app for everything else. BUT this isn't practical if you need to see shared screens or see other peoples screens.
- Solution B - only have one Teams app signed in. Laptop users keep desktop Teams app signed in. If you don't have a laptop, just keep the phone Teams app signed in if you have it. BUT this is hard for staff who move between laptop and phone use e.g. field workers with laptops
- Solution C - await a fix from Microsoft taking us back to Pre May 2020 functionality where a call could be answered on any device
Dorje-McKinnon I tried to log-off from my mobile and stayed log-in only on my desktop but I the same problem continues. If I'm called on TEAMS and I pick-up the call first I do not hear the other party (they do) and then the call drops; if I call on TEAMS the other party everything is fine. In addition if I join a meeting scheduled via TEAMS the same happen I do not hear the team and the the call drops. This does not happen when I connect to the scheduled call from the browser - just desktop-up. Also it is worth mentioning that everything worked fine for couple of month but this pattern had started to show-up about 3-4 weeks ago. Any suggestions? By the way I'm using iMac.
Hi Rbert_Sndor
Sorry but I don't have any experience with Macs. Try doing the reverse, logout on your desktop computer then get someone to call you, take the call on your mobile and see if it works. Then do the reverse. That should help you narrow it down.
Dorje-McKinnon Thanks for reply. It works on mobile just fine. After login-off from the desktop TEAMS I can receive and initiate calls from mobile wihtout any problems:(. By the way the verision of TEAMS on my desktop is 1.3.00.9271. Regards, Robert
Hi Rbert_Sndor
I have windows 10 64bit teams version 1.3.00.12058 and iOS teams version 2.0.10 build 1.077.2020050702 calling version 2020.10.01.21
The problem we had was the iOS phone version hanging the call up.
What may be happening for you is that the Mac version is hanging up the call ??
Sorry but you may need to get onto a Microsoft Teams Mac forum and see if there are other people with your specific issue.
