service health incident TM528899

Question

Hello

Please i need your help on this issue.

For a few weeks, some of our users have been suffering in various scenarios from the fact that the camera image and image transmission sometimes freeze in a Teams session or the same crashes completely.

I would be happy to provide a corresponding dump.

This behavior is most commonly seen with external cameras from the Logitech brand, but other models and our notebooks' built-in cameras also seem to trigger the problem.

We have so far assumed a connection to the TM528899 error, since we use Lenovo devices across the board, but we have already installed the driver updates linked in the last update of the error without any positive effect.

Updating the drivers and firmware of all devices used has so far been unsuccessful.

We are therefore requesting further help for troubleshooting within the scope of this ticket.

A limitation of the camera resolution, as described in TM528899, would also be conceivable

Answer 1

Hi @Iniobong Nkanga

From your description, there can be a variety of reasons why this happens. I have the following questions to confirm with you:

Does your camera work in other apps?

Does the Teams web client have the same problem?

Do other users within your organization have this issue?

To troubleshoot if it's a camera, go to Settings > device > camera to check that it's working.

If there is a problem, try to fix it by following the steps in the article: My camera isn't working in Teams.

Also, for the questions of Teams:

• When you're on a call or in a meeting, Teams has bandwidth requirements. Follow this article to check whether your bandwidth meets the requirements: Bandwidth requirements.
• Try clearing the cache, clearing your login credentials, and then logging back in.
• Check that the client is up to date.
• If you're unlucky, reinstall the client.

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