Teams Calls not working for some users

Question

Teams Calls not working for some users

Ed R 136

"Sorry, we couldn't connect you" is what some of my users get when calling some specific users. Calls to other users work correctly. Troubleshooting with different ISPs, firewall settings, and different Windows 10 devices does not make the call go through. The only way to complete a call is to use Teams on an android or IOS device. I can sign the user out of Teams on their Windows 10 machine, sign myself in, and complete calls to users without issues.

After using CTRL+ALT+SHIFT+1, I have access to some logs. Digging around, I see this in this in the MSTeams Diagnostics Log TIMESTAMP_PM.txt log:

(TIMESTAMP) Err callingService: Could not complete scenarios [create_one_to_one_call, calling_intent] because call (GUID)
was terminated with reason: 32
with following diagnostics data: Diagnostics information for all 0 participants in the call:

          [call][callId=(GUID)][terminatedReason=32][callType=-1][scenarioName=create_one_to_one_call, calling_intent]

(TIMESTAMP) Inf callingService: Finish start call scenarios [call][callId=(GUID)][action=fail][abortReason=1][terminatedReason=32][callControllerCode=null][callControllerSubCode=null][reason=undefined][primaryScenario=create_one_to_one_call][scenarios=create_one_to_one_call, calling_intent]
(TIMESTAMP) Inf callingService: CallingScenarioEnd rule match [call][scenarioName=create_one_to_one_call][terminatedReason=32][participantStateReason=undefined][ccCode=null][ccSubCode=null][slimCore=2020.38.23][tsCalling=2020.39.01.14][bestRank=0][bestRule=null]
(TIMESTAMP) Err callingService: Could not complete scenarios [create_one_to_one_call, calling_intent] because call (GUID)
was terminated with reason: 32
with following diagnostics data: Diagnostics information for all 0 participants in the call:

          [call][callId=(GUID)][terminatedReason=32][callType=-1][scenarioName=create_one_to_one_call, calling_intent]

(TIMESTAMP) Inf callingService: Finish start call scenarios [call][callId=(GUID)][action=fail][abortReason=1]

Does anyone know what terminated reason 32 is?
What else do these events say?

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Answer 1

Ed R 136

Seems to be resolved.

Rudyard Kipling 1 Reputation point

2022-09-15T09:01:53.113+00:00

I am having the same issue.
How was this resolved please?

Answer 2

Sharon Zhao-MSFT 25,756 Microsoft External Staff

@Ed R ,

Does this issue persist all the time on these affected users? Or what changes do before this issue happened?

I did not find related information about "terminatedReason=32" now.

You could contact your IT administrator to check if he creates some conditional access policies in Azure Active Directory admin center to block the Windows platform in Teams.

Besides, you could learn more about Conditional Access by this link.

If the response is helpful, please click "Accept Answer" and upvote it.

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Ed R 136 Reputation points

2020-12-17T14:47:41.077+00:00

The issue appears all the time for the affected users. I'm not sure anything changed, other than Windows Updates. We haven't made any changes in Azure, and we don't have any conditional access policies set. Our Azure setup is fairly simple - we sync users and mail enable security groups from our AD server.

I tried one affected user on a Surface Go, which is not joined to our domain or network, and still have the issue.
Any other suggestions are appreciated.
Sharon Zhao-MSFT 25,756 Reputation points Microsoft External Staff

2020-12-22T08:52:57.533+00:00

@Ed R
You could check if there is any related message in the health status of Microsoft Teams in Office 365 admin center > Health > Service health.
Sharon Zhao-MSFT 25,756 Reputation points Microsoft External Staff

2020-12-25T03:19:37.073+00:00

@Ed R
Do you have any update now?
Ed R 136 Reputation points

2020-12-27T20:42:14.423+00:00

Apologies for the late reply. As of 12/21, the issue appears to be resolved. Many users have been out of the office over the last several days, so I plan to do more testing over the next few days.
Sharon Zhao-MSFT 25,756 Reputation points Microsoft External Staff

2020-12-31T08:19:40.583+00:00

@Ed R
I'm glad to hear that this issue seems disappeared.
If you have any updates in the testing, please feel free to drop us a note.
Have a nice day!

Answer 3

Ed R 136

Found in the calling.txt log:
"terminatedReason": 32, "leaveCallContext": "init_call_failed", "abortReason": 1

Any idea what abortReason 1 is?

Answer 4

Costello, Rich 1

I am having this exact same issue and cannot figure it out. Please update here if you do.

Ed R 136 Reputation points

2020-12-18T16:04:35.99+00:00

I will! Can you not call anyone, or only certain users? terminatedReason=32?
I see several people are following this thread. Is anyone else having this issue?
We have a case open with our 365 vendor, and it's been escalated a few times. This has been a major disruption in our company.
Costello, Rich 1 Reputation point

2020-12-18T19:07:21.93+00:00

same, terminated reason = 32. It started a week ago, it's only certain users. Also, mine works fine, but if i call an affected user, i can then no longer call anyone else until i sign out and back in.

Answer 5

Ed R 136

If anyone from Microsoft is following, I'm happy to demonstrate. Please contact me privately.

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Teams Calls not working for some users

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