Gray Screen when Control is Given

Question

I have been having issues with a gray screen popping up on my students' end when I share my screen and give them control. Once control is taken back, they can see the screen but as soon as control is given it turns gray again. Is there a way to resolve this issue? Thank you! (Also my Microsoft Teams is updated to the latest version).

Answer 1

Hi TobyRollheiser,

Please try these steps in Mac device:

1. Quit Microsoft Teams.
2. Delete files in following folders.
   “~/Library/Application Support/Microsoft/Teams/Application Cache/Cache”
   “~/Library/Application Support/Microsoft/Teams/blob_storage”
   “~/Library/Application Support/Microsoft/Teams/Cache”
   “~/Library/Application Support/Microsoft/Teams/databases”
   “~/Library/Application Support/Microsoft/Teams/GPUCache”
   “~/Library/Application Support/Microsoft/Teams/IndexedDB”
   “~/Library/Application Support/Microsoft/Teams/Local Storage”
   “~/Library/Application Support/Microsoft/Teams/tmp”
3. Restart Microsoft Teams.

Regards
Nik

Answer 2

Thank you, Nik. Do you have these same instructions for Mac?

Answer 3

Hi TobyRollheiser,

I'm Nik, an independent advisor here to assist you with this issue.

Firstly, I would suggest you follow the below basic troubleshooting to avoid common issues due to app credential cache:

1. Manually restart the app by right-clicking the icon in your taskbar (Windows) and selecting Quit. After you quit, click the app icon to open it again.
2. Go to File Explorer, delete any of the files in the following locations:

• %AppData%\Microsoft\teams\application cache\cache

• %AppData%\Microsoft\teams\blob_storage

• %AppData%\Microsoft\teams\databases

• %AppData%\Microsoft\teams\cache

• %AppData%\Microsoft\teams\gpucache

• %AppData%\Microsoft\teams\Indexeddb

• %AppData%\Microsoft\teams\Local Storage

• %AppData%\Microsoft\teams\tmp

Please note that to give and take control of shared content during sharing, both parties must be using the Teams desktop client(Desktop app).

Control isn't supported when either party is running Teams in a browser. This is due to a technical limitation that we're planning to fix. Please refer the following article for more details: https://docs.microsoft.com/en-us/microsoftteams...

If you are using Teams for business, Please ensure that you have enabled allow request control from the admin portal that "Allows a participant to give or request control" - https://docs.microsoft.com/en-us/microsoftteams....

(Please contact your IT administrator if you don't have the admin permission)

Regards

Nik