Teams issue, "Hold on, something when wrong"

Question

I will represent two users as "User A" and "User B."
User A has been experiencing connection problems, especially with Microsoft Teams. During calls, the connection briefly drops, displaying the message "Hold On, something went wrong." To investigate, PingPlotter was used to measure the connection to Teams servers, and packet loss and latency were detected on both Wi-Fi and Ethernet.

The issue seems related to the office network, as another user (User B) also experienced disconnections in the same location. Additionally, User A has noticed that other programs requiring an internet connection also disconnect.

Attempts to resolve the issue included changing User A's device three times, but the problem persists. It is suspected that there might be an issue with the user's configuration or the office network, but the exact cause has not yet been identified.
This issue seems to be randomly.

Answer 1

Hi @Ailyn Cid

According to your case description, you are experiencing an unstable network. Please try the following possible solutions and troubleshooting steps:

• Check network configuration: Make sure all necessary ports and protocols are configured for Microsoft Teams. Use the Network Planner tool to assess network requirements. Make sure firewalls and proxy servers do not block Teams traffic.
• Optimize network connection: Implement Quality of Service (QoS) to prioritize Teams packets. Make sure that network bandwidth is sufficient to avoid connection problems caused by insufficient bandwidth. Check if there are problems with Network Address Translationor Port Address Translation.
• Troubleshoot device problems: Clear Teams cache: Make sure the Teams app is the latest version. Or try using the https://teams.microsoft.com/v2/ to see if the problem persists.
• Check for other possible interference factors: Turn off firewalls and VPNs. Restart your Wi-Fi router or modem.

If the above still cannot solve your problem, it is highly recommended that you contact online support, who have more permissions to help you find the problem. Thanks for your understanding and support.

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