Teams inbound screen sharing stream issues packet loss and latency

Question

Teams inbound screen sharing stream issues packet loss and latency

Oriol.Isanda 36

Hello all,

i'd like to know if someone has detected issues in the Teams inbound screen sharing stream in medium or big companies.

I'm network engineer in a pretty big company worlwide and we're facing the following behaviour and i'd like to know if we're the only ones:

We're using Microsoft CQD and Power BI to analyze Teams conferences and calls quality
We see that on some of our OFFICES (not home/VPN) when several users join THE SAME call we see a high packet loss and latency ONLY for the inbound screen sharing stream, inbound Video sometimes also affected but not as much as screen sharing. Audio is fine both directions. Screen sharing is fine outbound. Video is fine outbound.
Issue is not on Bandwidth as this happens when we're far from hiting the top BW utilization limit on such offices WAN line.
Sometimes i see other smaller calls from same office at the same time not having such packet loss

Making packet captures in different points of the network seems packet loss is taking place before hiting our router, so most probably on internet side. But if this is true we can't be the only company facing this issue. We've opened a techcnical support case but engineers told us they are not aware of such issues and ask to check with WAN provider but we're facing this issue in different regions and with totally different wan providers.

Seeking for community knowledge and feedback here.

Yuki Sun-MSFT 41,376 Reputation points Moderator

2022-04-28T02:01:45.503+00:00

Hi @Oriol.Isanda ,

Sometimes i see other smaller calls from same office at the same time not having such packet loss

By "smaller calls", do you mean calls which involve less users than the problematic ones?

And regarding the bandwidth, I can understand that you've ruled out this factor as you're far from hitting the top BW utilization limit when the issue occurs, but if possible, personally I'd still recommend trying to test in a different network environment and see if there would be any difference. This might help eliminate whether it's related to the WAN line.
Lyubomir Petrov-ext 1 Reputation point

2022-09-12T10:31:57.38+00:00

Hello @Oriol.Isanda ,

I saw your topic and I'm facing the same issue for like few months now and can't find a way to fix it...
Every morning at some of our offices there are morning meetings scheduled via Teams.
Audio and Video seem to be good but screen sharing is bad most of the time.
I have access to the admin teams portal and see that there is a fair amount of packet loss but only for desktop sharing.
Have you by any chance found a solution to your problem ?
I believe we're facing the same type of issue.
sumavardhan reddy 1 Reputation point

2022-12-08T16:46:57.88+00:00

@Oriol.Isanda

We have EXACTLY Same issues in our environment (Big Company) with footprint spready across globally. Issue Occurs in various Office Network locations or over VPN connections but not on Direct internet Connectivity. we ruled out QOS settings on TEAMS configuration, QOS on Network, Antivirus software, Proxy connection, but still have issues.

though we raised a case with Microsoft, we don't see much improvement, only response we get is to remove all hops and send all teams traffic directly to Internet. for which we do created a PAC file with MS defined URLs' & IP's and applied to test PC but still NO luck in improving the situation.

Any workaround/Solutions that was found from your end.?
Jake Ward 5 Reputation points

2023-01-11T13:28:01.0366667+00:00

Has anyone figured this out yet? We are getting the same issue but are not even that big of a company. It's starts happening with 40+ people in the meeting. My current theory is the UDP flooding setting on our firewall but not sure when I'll next be able to test this.
sr0 0 Reputation points

2023-01-19T21:06:28.0533333+00:00

We currently have the same problem in our company. Has anyone found a solution?
Frey, Shawn 0 Reputation points

2023-02-02T15:21:17.93+00:00

Just checking if anyone has any information on this. We have similar issues but notice it around 10-20 people at same location.
Ortmann, Stefan 0 Reputation points

2024-02-22T10:51:10.6666667+00:00

Hey @Oriol.Isanda
Please help.
We're having the same issue. The incoming packet count at our Internet router is the same as on the client, so if packet loss happens it must be in the WWW.

My findings show also that we've no issues on the same line when we bypass our firewall (Checkpoint).
We already excluded all MS IP addresses for all inspections, but issue is still there.

If you know the issue, please let us know or at least give us a hint. Thank you!

2 answers

Your answer

Yuki Sun-MSFT 41,376 Reputation points Moderator

2022-04-28T02:01:45.503+00:00

Hi @Oriol.Isanda ,

Sometimes i see other smaller calls from same office at the same time not having such packet loss

By "smaller calls", do you mean calls which involve less users than the problematic ones?

And regarding the bandwidth, I can understand that you've ruled out this factor as you're far from hitting the top BW utilization limit when the issue occurs, but if possible, personally I'd still recommend trying to test in a different network environment and see if there would be any difference. This might help eliminate whether it's related to the WAN line.
Lyubomir Petrov-ext 1 Reputation point

2022-09-12T10:31:57.38+00:00

Hello @Oriol.Isanda ,

I saw your topic and I'm facing the same issue for like few months now and can't find a way to fix it...
Every morning at some of our offices there are morning meetings scheduled via Teams.
Audio and Video seem to be good but screen sharing is bad most of the time.
I have access to the admin teams portal and see that there is a fair amount of packet loss but only for desktop sharing.
Have you by any chance found a solution to your problem ?
I believe we're facing the same type of issue.
sumavardhan reddy 1 Reputation point

2022-12-08T16:46:57.88+00:00

@Oriol.Isanda

We have EXACTLY Same issues in our environment (Big Company) with footprint spready across globally. Issue Occurs in various Office Network locations or over VPN connections but not on Direct internet Connectivity. we ruled out QOS settings on TEAMS configuration, QOS on Network, Antivirus software, Proxy connection, but still have issues.

though we raised a case with Microsoft, we don't see much improvement, only response we get is to remove all hops and send all teams traffic directly to Internet. for which we do created a PAC file with MS defined URLs' & IP's and applied to test PC but still NO luck in improving the situation.

Any workaround/Solutions that was found from your end.?
Jake Ward 5 Reputation points

2023-01-11T13:28:01.0366667+00:00

Has anyone figured this out yet? We are getting the same issue but are not even that big of a company. It's starts happening with 40+ people in the meeting. My current theory is the UDP flooding setting on our firewall but not sure when I'll next be able to test this.
sr0 0 Reputation points

2023-01-19T21:06:28.0533333+00:00

We currently have the same problem in our company. Has anyone found a solution?
Frey, Shawn 0 Reputation points

2023-02-02T15:21:17.93+00:00

Just checking if anyone has any information on this. We have similar issues but notice it around 10-20 people at same location.
Ortmann, Stefan 0 Reputation points

2024-02-22T10:51:10.6666667+00:00

Hey @Oriol.Isanda
Please help.
We're having the same issue. The incoming packet count at our Internet router is the same as on the client, so if packet loss happens it must be in the WWW.

My findings show also that we've no issues on the same line when we bypass our firewall (Checkpoint).
We already excluded all MS IP addresses for all inspections, but issue is still there.

If you know the issue, please let us know or at least give us a hint. Thank you!

Answer 1

Hello @Yuki Sun-MSFT thanks a lot for your reply.

Yes, by smaller calls i mean calls with less users. Number of problematic users is different depending on the office we're talking about.

We've tested with so many different network environments:

Internet DIA line going to Zscaler
Internet DIA line going directly (removing Zscaler from path via VRF route leaking) to MS
MPLS line to Hosting Site

In one case changing the DIA line solved the issue. In another case making it to the MPLS improved a little bit but phenomenon still seen. Most of the cases the phenomenon is still seen in all three options mentioned before.

I'm 90% sure is the WAN where the packets are lost because my packet captures confirm the packets are lost BEFORE reaching our router. Is just that is not something concrete for ONE WAN line because as i said this is present in several offices all around the world.

My point here is that if the packets are lost in the WAN we can't be the only company affected and thus i'm seeking for experiences and knowledge from other people in Teams/MS community.

Actually i posted this same issue on Microsoft community and an agent replied the following (confirming is not the first time she heards about this topic):

"Hi Oriol. Isanda,

Thanks for choosing Microsoft Community.

Based on your description, I know the issue you met. I am willing to help you, but so sorry to tell you it is really out of our scope. So I sincerely suggest you post your question in Teams Community and Microsoft Q&A . The engineers there who are responsible for issues about Teams will provide you further help. Believe they can help you solve your problem. Your understanding is highly appreciated. "

Agent is Katherine Yu MSFT so maybe you can reach her?

I'd highly appreciate help here as we're bit desperate in our company.

Yuki Sun-MSFT 41,376 Reputation points Moderator

2022-04-29T13:32:12.517+00:00

Thanks @Oriol.Isanda for sharing more details about your findings of this issue. Regarding the request about reaching the agent of the other forum, sorry but I am not able to do that.

Then when it comes to the issue you are encountering, I can fully understand your feeling and really hope that I could do anything to help sort it out, but from the description, the situation is a bit complicated and may need to collect log files for deeper analysis. So due to the limitation of forum support, I personally would recommend trying to focus on the technical support case you've opened earlier, discussing further with the engineer who are working on your case about your thought. Meanwhile, you can keep this thread open here, so that other community users who might have similar experience or knowledge about this issue can share their insights as well.

Answer 2

BR_Marlon 1

Hey @Oriol.Isanda have you been able to figure it out?

We can see similar issues in our environment, but not only with screen sharing, but also (and mainly observed) with inbound video. Exactly same case, happening just when > 50 or 60 connecting from the same office.

So, if you found something, would be very, very helpful if you could share.

Thank you!!

Vittorio Sozzi 16 Reputation points

2022-12-14T15:22:05.06+00:00

I second that, we have the same problem. More that 40% packet loss only on screen sharing.
Stephen Ballinger 0 Reputation points

2023-08-08T02:57:31.2333333+00:00

@Oriol.Isanda Did you ever solve this. We are having the exact same issue as you. We are a multinational company with many offices but this issue is only impacting receiving screen share at one site.
Ryan Mueller 5 Reputation points

2024-02-14T15:26:37.0166667+00:00

We are also seeing the exact same issue as described and have not had success with any of our various support cases. Has anyone else been able to identify and resolve the cause of the issue?
Jake Ward 5 Reputation points

2024-02-14T15:31:19.45+00:00

I was getting this exact issue and it cleared after moving to a new leased line. Suggests to me that in my case it was either an issue with the ISP, an issue with the ISP provided router, or bandwidth.
Ryan Mueller 5 Reputation points

2024-04-09T12:27:45.93+00:00

The issue for us was finally resolved. The root cause was burst traffic shaping at the ISP. Despite not seeing bandwidth saturation concerns anywhere internally or on the ISP side, the burst behavior changes they made finally fixed it.

We made other changes that believe will help but didn't directly solve the issue. We did a full QoS implementation for Teams and limited the max bandwidth in the Teams Admin Center from the 50 Mbps default down to 10 Mbps but could adjust that further to possibly reduce traffic.
Collins Brendan (AMUNDI.IRL) 5 Reputation points

2024-09-13T10:44:14.0033333+00:00

Hello Ryan,

I am seeing the same issue as described by other users. Seeing udp packet drops on media stream from Teams to Client on Internet side. It is affecting one branch office when +40 users connects to same meeting. This office has local Internet breakout. We are now seeing the same behavior in a another office. The ISP for this office was recently changed. Not a bandwidth issue as mentioned by other posts.

Can you please detail what changes the ISP made on their traffic shaping policy? I am assuming the shaping policy was applied on the internet router the ISP installed in your datacenter or office.

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Teams inbound screen sharing stream issues packet loss and latency

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