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New Teams Application Constantly Crashes, I've tried multiple fixes HELP!

Anonymous
2024-04-17T18:47:11+00:00

Hello,

I work in IT and I have had a user who has expressed that their New Teams application will crash randomly during meetings and when it's just running and then attempt to restart. There are times it crashes multiple times during a meeting and when it's just running for a user.

Here is what I have done:

  1. Reset the app in the windows apps and features
  2. Cleared the cache with the RUN command
  3. Reinstalled teams
  4. GAVE THE USER A BRAND NEW, AND FRESHLY IMAGED LAPTOP
  5. Updated teams

After all of this, the user still has issues with teams crashing. I read that it could be an account issues so I went to the Windows credential manager and there was no option for the user to remove either Microsoft 365 or teams.

Here is the event viewer log:

Faulting application name: ms-teams.exe, version: 24074.2321.2810.3500, time stamp: 0x6616b821
Faulting module name: ntdll.dll, version: 10.0.19041.4239, time stamp: 0xad5435e9
Exception code: 0xc000071f
Fault offset: 0x00000000000bac23
Faulting process id: 0x46d4
Faulting application start time: 0x01da90f2c0573edd
Faulting application path: C:\Program Files\WindowsApps\MSTeams_24074.2321.2810.3500_x64__8wekyb3d8bbwe\ms-teams.exe
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
Report Id: a0116405-cb81-438d-ae3d-02a5019598c8
Faulting package full name: MSTeams_24074.2321.2810.3500_x64__8wekyb3d8bbwe
Faulting package-relative application ID: MSTeams

If anyone has any fixes aside from what I've already done please let me know. Thank you!

Microsoft Teams | Microsoft Teams for business | Meetings and calls | Other

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11 answers

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  1. Anonymous
    2024-06-12T18:32:01+00:00

    Update: I found what was causing this issue. It turned out to be conflicting software. In this case this user has a specific software called "MIDS Devices" which is a microscope software. During this installation, the program made a change to the "DLL_Files_in_WINSYSDIR". The only way I found this out was since I didn't run the program as admin, it gave an error. Then once I installed it, sure enough teams crashed within 10 minutes. I decided to install the additional software this user had one by one to find any conflicting software's and this turned out to be it which makes sense as the event viewer faulting module log points to the "ntdll.dll" file.

    I uninstalled the software but the changes weren't reverted. I had to reimage the users computer to get teams to not crash again unfortunately. I have reached out to Microsoft to see if they have an explanation or way this can be reverted without reimaging the computer just out of curiosity. The new teams must use this ntdll.dll file in same way, or maybe the software fights for the same resource and causing them to conflict with eachother? Although this user had this program on their old computer working just fine until an update with new teams, classic always worked fine. So must be some resource the new teams uses.

    I hope to update with a reasoning from microsoft with my open ticket with them.

    Here is microsofts response:

    Upon investigation, our backend team has identified that the error is related to an incompatible application extension. Rest assured; the Engineering team are actively working on a solution to address this issue. However, I regret to inform you that the fix will take some time to deploy, and currently, we do not have a specific timeline for its completion.

    In the meantime, I recommend uninstalling any third-party applications that might be affecting the Teams client. This step may help mitigate the issue until the permanent fix is available.

    So sounds like the fix is if you want to use the teams application that bad, you will have to uninstall whatever 3rd party software is causing issues. In my case uninstalling the conflicting software didn't resolve the issue as it didn't revert the changes it had made, it had to be reimaged. Maybe that's the specific software that decided not to revert the changes, maybe other's wont have this issue after uninstalling? The 3rd party software I had installed confirmed it was the issue though as this was the first software I installed where teams then began to crash afterwards. Software is no longer on the computer and teams doesn't crash.

    Otherwise, just use the web based version for now if you have a 3rd party software that needs to be used.

    10 people found this answer helpful.
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  2. Anonymous
    2024-05-10T19:38:41+00:00

    Update as of 5/10. I have still been troubleshooting with Microsoft and they have failed to solve the issue. They have requested I send multiple logs, (5GB worth) and are still evaluating them. The fixes they have suggested have not helped. I will post once I get a fix.

    10 people found this answer helpful.
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  3. Anonymous
    2024-07-18T04:34:08+00:00

    Ditto......in an RDS environment, even in server 2022.....complete and absolutely unstable. The NEW Teams "team" should be ashamed....this has been persistent for MONTHS w/o any real solution. Just keep kicking the can down the road. Zoom here we come.

    6 people found this answer helpful.
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  4. Anonymous
    2024-06-11T12:21:31+00:00

    Update: I found what was causing this issue. It turned out to be conflicting software. In this case this user has a specific software called "MIDS Devices" which is a microscope software. During this installation, the program made a change to the "DLL_Files_in_WINSYSDIR". The only way I found this out was since I didn't run the program as admin, it gave an error. Then once I installed it, sure enough teams crashed within 10 minutes. I decided to install the additional software this user had one by one to find any conflicting software's and this turned out to be it which makes sense as the event viewer faulting module log points to the "ntdll.dll" file.

    I uninstalled the software but the changes weren't reverted. I had to reimage the users computer to get teams to not crash again unfortunately. I have reached out to Microsoft to see if they have an explanation or way this can be reverted without reimaging the computer just out of curiosity. The new teams must use this ntdll.dll file in same way, or maybe the software fights for the same resource and causing them to conflict with eachother? Although this user had this program on their old computer working just fine until an update with new teams, classic always worked fine. So must be some resource the new teams uses.

    I hope to update with a reasoning from microsoft with my open ticket with them.

    4 people found this answer helpful.
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  5. Anonymous
    2024-05-16T15:56:29+00:00

    No, they originally said it was pointing to the intel smart array microphone, I reinstalled the driver but the user is still experiencing crashes. They are still investigating and cant seem to give me a straight answer even after sending them multiple logs.

    3 people found this answer helpful.
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