Teams video calls always freeze

Question

I have two staff members who have trouble with Teams video calls freezing on them.

It typically starts almost immediately upon placing the call. As soon as they answer, it freezes a couple seconds later. Here's what I've tried so far:

made sure computer was fully patched

uninstalled and reinstalled Teams

Disabled built-in camera trying to force webcam to be primary

Teams calls work fine when they disconnect from their dock and just use the laptop. Problem is, it makes it harder to shared douments, etc.

I have tested Zoom calls on these machines, so I know it's not hardware related.

Any ideas I can try?

Answer 1

Hi @Steven Watson

Based on your description, there are several possible solutions that you can try:

• Disable GPU hardware acceleration (requires restarting Teams).
• Clear the cache in Teams client or browser.
• Update your graphic driver to the latest version.
• Use a different browser or client to access Teams online.
• Check your network connection and bandwidth.

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Answer 2

We have a couple of users that, strangely enough, their Teams video freezes when they are on a wired network connection but not when they use Wifi on the same network. Bnadwidth and connectivity is good - so not sure the difference here.. Thoughts?