Problems with Microsoft Teams desktop App

Question

Good Day,

In few week I am planning to migrate our offices to Microsoft Teams calling voice solution using Teams Operator Connect.

I cannot make a call from the App, when I try I get the message, 'Something went wrong, You can't make or get calls right now.  Try restarting the app. That might solve the problems, after 30 seconds the call is cancelled.

I have tried the following;

• Restarting
• Uninstalling and then re-installing
• Rebooting my machine
• Clear the Teams app cache
• Clearing credentials
• This has happened both in my office and at home

I can make calls via the Web App and Teams Mobile App.

Does someone at Microsoft know why is this happening?

Regards

Tony

Answer 1

Hello Tony IT-AS-ID,

Good day to you. Based on your update, have checked and for operator connector, we have standard requirements and it’s providedhere. You can check with it. Besides this, there is no other special network requirement required to use operator connector.

For Teams, we have standard IP ranges, so kindly verify it from Skype for Business Online and Microsoft Teams  and for Teams network please check details provided in Prepare your organization's network for Teams - Microsoft Teams | Microsoft Docs.

Thank you. Have a nice day.

Regards,

Ankita Vaidya

Answer 2

Hi Ankita Vaidya

For Operator Connect we found, during troubleshooting, that the traffic first has to go to the Operator (Local Provider) and then is passed to Microsoft.

For the Local provider Traffic RTP protocol is needed, but we are unsure about the IP Ranges because we found it on 41.175.48.119 and 41.175.48.149, which are not part of the Microsoft ranges mentioned below.

Can you please specify what the general Network Requirements are for Operator Connect in addition to the mentioned Requirements for TCP and UDP from Microsoft?

Regards

Tony

Answer 3

Hello Tony IT-AS-ID,

Good day to you. As we are belongs from Microsoft365 community team, we have limited resources for analyze the logs, so it is recommended to kindly report this issue by open Teams app > go to Help > select Report a problem. If you don’t have such option, kindly contact your admin for the same. At this point, your kind understanding and co-operation will be highly appreciated.

Thank you so much for your valuable time. Stay safe and healthy.

Regards,

Ankita Vaidya

Answer 4

Hello Tony IT-AS-ID,

Good day to you and hope you are doing well.

First of all we appreciate your own efforts to troubleshoot this issue but as still facing same error, so would like to confirm does the other users in your organization are facing same issue with Teams desktop app or you are the only user facing this issue? If other users don’t have any issue, suggest you to kindly try with configure your Teams account in non affected user’s system and vice versa (configure no affected user’s account in your system) to see if it makes any difference.

Further may I know is there any antivirus and firewall enable at your end, if yes check with temporary disable it.

Check with start Teams as administrator by select Teams app > right click and select > Run as administrator.

If still same issue and as you already checked with possible all troubleshoot steps, so to check further it is recommended to kindly report this issue by open Teams app > go to help > select Report a problem. If you don’t have such option, kindly contact your admin for the same. At this point, your kind understanding and co-operation will be highly appreciated.

Thank you so much for your precious time. Stay safe, happy and healthy forever.

Regards,

Ankita Vaidya

Dear Ankita Vaidya

Do you know how I can share the logs with you so that you can help interpret them?

Meanwhile, I have asked our IT Security team to check our zScaler APP if it is not the cause.

Regards

Tony

Answer 5

Hello Tony IT-AS-ID,

Good day to you and hope you are doing well.

First of all we appreciate your own efforts to troubleshoot this issue but as still facing same error, so would like to confirm does the other users in your organization are facing same issue with Teams desktop app or you are the only user facing this issue? If other users don’t have any issue, suggest you to kindly try with configure your Teams account in non affected user’s system and vice versa (configure no affected user’s account in your system) to see if it makes any difference.

Further may I know is there any antivirus and firewall enable at your end, if yes check with temporary disable it.

Check with start Teams as administrator by select Teams app > right click and select > Run as administrator.

If still same issue and as you already checked with possible all troubleshoot steps, so to check further it is recommended to kindly report this issue by open Teams app > go to help > select Report a problem. If you don’t have such option, kindly contact your admin for the same. At this point, your kind understanding and co-operation will be highly appreciated.

Thank you so much for your precious time. Stay safe, happy and healthy forever.

Regards,

Ankita Vaidya