Cannot make voice calls

Question

Hi

I have a new user in Teams, they are able to login in the desktop app and post messages in chat & in Teams.  but are unable to make\receive calls.

If I call them, the user does not get any notification at all, until I hang up then they will get a missed call alert.  There status is set to available & the Call answering rules are set to "calls ring me"

If they try to call me, it looks good at there end, and the call does ring me. When I answer it, instead of connecting the call my app starts to call the other user back. The other user just continues to ring.

If the user logs into Teams using the Web UI, they can make and receive calls fine.  I've also got the user to login to Teams on another PC and all works, so I know there account is OK.

We have disabled all Antivirus & local firewalls on there PC and tried again, but the calls still don't connect. 

We have also uninstalled and reinstalled Teams & the whole office suite.

We are currently using 1.3.00.15561 (64-bit)

Answer 1

Hi Colin,

Thanks for your updates.

Since the issue only occurred on the user's PC, it might be related to Teams client or the user's PC. Therefore, it is suggested that you try to perform a clean boot and check if it works. To do this, please see: How to perform a clean boot in Windows.

Also, you can create a new Windows profile and try again to verify the result. To create a new Windows profile, please follow the steps in this article: Create a local user or administrator account in Windows 10.

If the issue still persists, to further assist you, please reproduce the issue and collect the Debug logs, then send the logs to me via Private Message so that we can help you analyze them. To get the debug logs, please reproduce the issue and then press Ctrl + Alt + Shift + 1, then the logs will be download to %userprofile%\Downloads. For your reference: Debug logs.

Thanks for your time.

Regards,

Seven

Answer 2

Hi Seven

Thanks for the reply,

Cleared the Teams cache as instructed, and no joy.  logged into Teams with another account and still unable to make voice calls on that PC.  as another check the original user logged in on another PC and is able to make voice call in teams.

Colin

Answer 3

Hello Colin Kitchen,

Thanks for your detailed description here.

According to your description, I understand that the calls feature works in Teams Web App and on another PC. Given this situation, there is a chance that it is a client issue. Since you have re-installed Teams, to check whether it is related to Teams cache, it is suggested that you clear the Teams cache and then check the result. To do that, the steps are as follows:

1. Fully exit the Microsoft Teams desktop client.
2. Go to File Explorer, and type in %appdata%\Microsoft\teams.
3. Once in the directory, you’ll see a few of the following folders:

From ‘Application Cache’, go to Cache and delete any of the files in the Cache location. “%appdata%\Microsoft\teams\application cache\cache”.

From ‘Blob_storage’, delete any files that are located in here if any. “%appdata%\Microsoft\teams\blob_storage”.

Within ‘Cache’, delete all files in “%appdata%\Microsoft\teams\Cache”.

Within ‘databases’, delete all files in “%appdata%\Microsoft\teams\databases”.

Within ‘GPUCache’, delete all files in “%appdata%\Microsoft\teams\GPUcache”.

Within ‘IndexedDB’, delete the .db file in “%appdata%\Microsoft\teams\IndexedDB”.

Within ‘Local Storage’, delete all files in “%appdata%\Microsoft\teams\Local Storage”.

Lastly, from ‘tmp’, delete all files in “%appdata%\Microsoft\teams\tmp”.

Note: Please don't delete these folders themselves.

4. Restart Team.

If the issue still persists, to better help you, please check whether you can make or receive calls when you sign into Teams client on the user's PC using another account and then share the result with me.

Regards,

Seven

Answer 4

Yep,  now on 1.3.00.19173 for Teams and Windows is 2004 fully patched. Still no joy

Answer 5

Make sure the latest version of Microsoft Teams has been installed and Windows is fully updated.