No video in MS Teams Meetings in Teams App on MacBook Pro

Question

No video in MS Teams Meetings in Teams App on MacBook Pro

Cody C 1

I've stumped my Service Provider and the IT Dept at my LARGE Global Employer. I have a brand new MacBook Pro and I can not get the video in Teams Meetings to work. A video call works, but not in a meeting. I've tried on some Windows computers and those work. I can also use Teams online and the video meeting works through the browser, but not the Teams App. Since the video doesn't work, I'm also not able to share my screen. I'm a Designer and need to be able to meet/share with other locations.

The IT Dept finally told me to contact my service provider because it's only this computer and they feel like its something with my provider.
My Service Provider went through their steps and then said it has to be the modem/router. They wanted me to call the manufacturer. Really?

So that's why I'm turning to you guys now. Help!?!? Is there another angle I should be looking at? Is it a port? A hidden permission on the modem?

Details:
My personal computer and phone connect fine from home.
Using Teams in a browser works at home or office.
Video CALLS (not a meeting) work at home or office.
Using the Teams app works at the office.
Connecting directly to the modem (instead of wifi) doesn’t make a difference.
Reinstalling the software doesn’t change it.
Swapping for a new MacBook didn’t fix it.
Teams has permission to the location in security & privacy settings.
Teams has permission to the camera in security & privacy settings.
Teams has permission to the microphone in security & privacy settings.
Teams has permission to the accessibility in security & privacy settings.
VPN connection didn’t make a difference, when off or on.

Dillon Silzer 57,831 Reputation points Volunteer Moderator

2022-08-20T02:34:51.597+00:00

Just to confirm, you mention "Using the Team app works at the office". Does this mean that MS Teams Meetings works at the office, but not at home?
Cody C 1 Reputation point

2022-08-20T05:25:59.287+00:00

Correct. It works when I'm in-person at the company office on their network. When I'm working remotely and connected to my home network, everyone just sees a black screen for me.

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Dillon Silzer 57,831 Reputation points Volunteer Moderator

2022-08-20T02:34:51.597+00:00

Just to confirm, you mention "Using the Team app works at the office". Does this mean that MS Teams Meetings works at the office, but not at home?
Cody C 1 Reputation point

2022-08-20T05:25:59.287+00:00

Correct. It works when I'm in-person at the company office on their network. When I'm working remotely and connected to my home network, everyone just sees a black screen for me.

Answer 1

Dillon Silzer 57,831 Volunteer Moderator

Hi @Cody C

I am not sure of what your modem is so I can't give you a guide for configuring it.

Specifically related to ports (firewall) and your home modem you should ensure that the following ports are not being blocked (also known as port forwarding):

TCP ports 80 and 443 outgoing from clients that will use Teams
UDP ports 3478 through 3481 outgoing from clients that will use Teams

https://learn.microsoft.com/en-us/microsoftteams/deploy-meetings-microsoft-teams-landing-page

These are all of the ports required for MS Teams and what the endpoints are:

https://learn.microsoft.com/en-us/microsoft-365/enterprise/urls-and-ip-address-ranges?view=o365-worldwide#skype-for-business-online-and-microsoft-teams

-----------------------------------

If this is helpful please accept answer.

JimmyYang-MSFT 58,646 Reputation points Moderator

2022-08-25T09:47:28.527+00:00

Hi @Cody C

Just checking in to see if above information was helpful. If you have any further updates on this issue, please feel free to post back.
JimmyYang-MSFT 58,646 Reputation points Moderator

2022-08-29T09:50:27.09+00:00

@Cody C

I am writing to see how everything is going on with this thread. Should you need more help on this, you can feel free to post back.
Cody C 1 Reputation point

2022-08-29T15:14:20.227+00:00

Is this something that's specific to a Mac computer? I have 2 other Window computers that connect fine but this is the 3rd MacBook that wont connect. I would think that if the setting was on the modem, it would apply to any computer connected to it. Unless it's a setting that only affects apple products.

I found the port forwarding options on my modem and made sure those ports are being forwarded and I'll give it a try on a meeting later today.
Cody C 1 Reputation point

2022-08-31T15:18:51.65+00:00

No difference in changing the port settings. @Dillon Silzer @JimmyYang-MSFT
JimmyYang-MSFT 58,646 Reputation points Moderator

2022-09-05T08:10:47.18+00:00

Hi @Cody C

Did this issue only happen in Mac device?
Cody C 1 Reputation point

2022-09-07T18:08:38.767+00:00

Yes. I've used a couple Windows computers and they have no problems.

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No video in MS Teams Meetings in Teams App on MacBook Pro

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