Teams not functioning correctly for Mark

Question

Mark ******** is experiencing multiple issues with Teams and he has to clear the cache or completely quit Teams constantly.

He is on the latest Teams work or school version on a Windows 10 laptop: 24193.1805.3040.8975. Mark is experiencing issues such as the calendar icon disappearing and audio/video not working when joining a Teams meeting.

If you could please help that would be great.

Answer 1

Hello Nancy Esto,

Thank you for reaching out to the Microsoft Community. I'm sorry to hear that Mark ******* is experiencing issues with Teams. This could be due to several factors. Here are some steps to check:

1. Clear Cache and Restart (New Teams):
   • Type "Settings" in the search box and select the Settings app from the results.
   • Select "Apps" > "Installed apps", then type "Microsoft Teams" in the search box.
   • Locate the "New Microsoft Teams" app from the results, select the "More options" button (…), and then select "Advanced options".
   • In the "Reset" section, select "Reset".
   • Restart Teams.
2. Update Media Feature Pack:
   • Ensure the Media Feature Pack application is updated. Reference: Media Feature Pack list for Windows N editions - Microsoft Support.
3. Audio/Video Issues:
   • Verify that the audio and video devices are correctly set up in Teams. Go to Teams > Settings > Devices and make sure the correct devices are selected.
   • If the microphone or camera is not working, check the privacy settings in Windows to ensure that Teams has permission to use these devices.
4. Update WebView2:
   • Type "Settings" in the search box and select the Settings app from the results.
   • Select "Apps" > "Installed apps", then type "Microsoft Edge WebView2" in the search box.
   • Locate "Microsoft Edge WebView2" from the results, select the "More options" button (…), and then select "Modify".
   • Then select "Repair".
5. Firmware Updates:
   • Check if there are any firmware updates available for your audio and video devices from the device manufacturer's website and install them if any are found.
6. Update Windows:
   • Ensure the laptop is running the latest version of Windows 10. Updating the operating system can resolve compatibility issues.
   • Go to Settings > Update & Security > Windows Update and install any available updates.
7. Calendar Icon Disappearing:
   • This might be a known issue. Try signing out and signing back in to Teams. If the problem persists, you can report it through the Teams app by going to Settings and more (...) > Help > Report a problem.
8. 8. Teams Web:

• Check if the issue persists when using Teams Web.

If the issue still persists after performing these steps, your current scenario should be diagnosed by Microsoft's frontline support team by collecting some more advanced log information via a remote session. Frontline technical support engineer can also involve specific support team for further analysis some particular situation if it is required.  

Since we forum moderators have limited permissions and access resources, due to this reason and for data privacy of users, we are unable to collect certain kind of logs information in the public forum. After diagnosing the scenario, our technical support team can provide possible information from their end. If there are any known issues, this information can be provided by the technical support engineer from their backend resources.

For the above provided standard process information, in your organization, Office 365 global admin person may need to contact Office 365 support team on backend via an open service request so they can diagnose this specific scenario through some more technical resources,

For this standard process, here's the official document for the global admin reference: Get support - Microsoft 365 admin | Microsoft Learn (Online Option).

Note: If you are an end-user person, you may need to contact the Office 365 global admin person in your business organization for connecting with technical support engineer for further process.

Important note: If any organization's Office 365 Business/Business/Education subscription is from a syndicated partner or reseller, and if the global admin can't open the service request on their end, they may need to contact the reseller's support provider so they can help the global admin to open the service request on their end. after the Office 365 support team will involve in the created service request. Your cooperation precious time is highly appreciated.SincerelyFeroz Mahmud | Microsoft Community Moderator