Cannot answer a teams call in Mac

Question

I have been using MS Teams for over 1 year. In April I started having an issue where an inbound call to my Mac (OS Catalina) cannot answer a call on Teams. I receive the following message.

I have to call the other party back to have a Teams call.

I have cleared the cache and followed instructions and this worked for the first week, but after another series of video teams calls the issue persists. Clearing the cache each time is not a solution.

We opened a ticked and did not hear back from MS.

This does not occur on my Windows 10 machine. Only on the Mac OS.

Answer 1

We had the same issue. When on a mac running Catalina and also having ESET (antivirus) installed we could not answer calls. Once we removed ESET (coincidentally) and replaced with another AV Teams on Mac worked.

So perhaps turn off your AV and see if it is blocking either a port/connection/process (since the OS needs to record the screen/logging) which might dis-enable answering the teams call.

Answer 2

We had the same issue. When on a mac running Catalina and also having ESET (antivirus) installed we could not answer calls. Once we removed ESET (coincidentally) and replaced with another AV Teams on Mac worked.

So perhaps turn off your AV and see if it is blocking either a port/connection/process (since the OS needs to record the screen/logging) which might dis-enable answering the teams call.

Hi Adam,

Did you make any more discoveries on this? Is there a rule or exemption we can put in ESET to allow calls to complete?

Thanks.

Urs

Answer 3

thanks, this appears to be the issue! we will look to see if something changed in the rules/ports, etc to see if we can resolve. thanks for the help.

Answer 4

We are having the same issue with our Mac users. Is there a fix? Difficult to have users unable to answer calls.

thanks, Lynn

Answer 5

Hi Adam,

Thank you for contacting us. Based on your description, this issue only happens in Teams on a Mac device. And clearing the cache only works for a while. In this scenario, I'd like to collect Teams log file to further investigate this issue. 

1. Open a single web page in Chrome browser's private mode and sign in Teams web client.
2. After the web page is completely loaded, press F12 to open web debug tool, then navigate to Network tab.
3. When there's a inbound call, click the button to start capturing the HTTP traffics, then accept the inbound call to reproduce this issue. 
4. After the error pops up, stop capturing the traffics, then export as har file and send to us via Private Message.

5. Besides, please press "Option + Command + Shift + !" to collect Teams debug log and send to us in PM as well. The log files will be downloaded to Downloadsfolder.

Regards,

Marvin