I have a user who's experiencing issues with Teams calls dropping whenever someone joins a meeting or when screen sharing starts. This has been happening for the past month, and she's the only one out of 1000 users affected. We've done some troubleshooting already, but I'm not sure what else we can do. I'm considering testing with another profile on her laptop, but since this issue occurs only at home, it might be tied to her home network. The problem began after she upgraded from Windows 10 to Windows 11. Here are some details on her setup: she's using a Dell 7450 with Office 2019. The issue only arises at home—not at the office. She has a FIOS ISP and I even tested with a Verizon hotspot, but she still gets dropped. We've also uninstalled and reinstalled Teams, cleared the cache, and updated all drivers. There's no latency shown in speed tests, and we power cycled her home network equipment before trying with an Ethernet cable. Does anyone have any suggestions?
4 Answers
Have you tried using a wired connection? If her laptop supports it, that could help stabilize the connection. If she’s on WiFi, see if she can move closer to her router to get a stronger signal.
You might want to try unselecting GPU usage if your Teams version allows that. Also, using Teams through a web browser could be a temporary workaround until you figure this out.
This sounds similar to some HDR bugs I’ve seen. Try turning off HDR on her computer and see if it makes a difference. I’ve encountered this problem a few times before, and it helped.
Have you checked out the Microsoft Teams Network Assessment Tool? It could provide some insights into the issue you're facing.
Actually, she is using a wired connection already, so that shouldn’t be the issue. It's just Teams that seems to drop.