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KalpeshPatil-7001 avatar image
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KalpeshPatil-7001 asked JimmyYang-MSFT commented

MS Teams Audio Issue With Specific users

Experiencing really frustrating issue.

I have MS Teams (version 1.4.00.4167 64 bit last updated on 23Feb 21) application installed. When I join the meeting audio works perfectly. When I call colleagues it works perfectly, but when I call to some specific colleagues my audio doesn't work. My colleague is not able to hear anything and after sometime call gets disconnected automatically. However, when I call to a person where I do not face issue and try to add a colleague (with whom my audio does not work) my audio works perfectly.

Also, call gets automatically gets disconnected after sometime when I face audio issue with my colleague.

My MS Team version is: version 1.4.00.4167 64 bit last updated on 23 Feb 21
My Colleagues Team version is : version 1.4.00.4167 32 bit last updated on 23 Feb 21

Could anyone please share the advise here what best can we do to fix this.

office-teams-windows-itpro
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1 Answer

JimmyYang-MSFT avatar image
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JimmyYang-MSFT answered JimmyYang-MSFT commented

Hi @KalpeshPatil-7001,

Does this issue exist all the time for these specific users?

To exclude the client issue, we firstly recommend these users use Teams web client to see if this issue still exists. If it can work normally in Teams web client, please try to sign out Teams client and clear your Teams client cache file to see if it can be fixed.

Besides, you can try to use the Call Quality Dashboard (CQD) to monitor call and meeting quality for your organization. For more details about it, you can refer to:

https://docs.microsoft.com/en-us/microsoftteams/quality-of-experience-review-guide#use-cqd-to-manage-call-quality


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Thank your your reply.

Issue exist all the time for specific users.

Also, tried with web version/client but still facing the same issue.

Please advise.

One more thing, this issue seems on specific laptop model. Because, the affected users are using the same laptop model. But not sure how to proceed because already did sound/microphone test and it working fine for other apps like Web-Ex. The issue is only with MS Teams

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@KalpeshPatil-7001

You can suggest these users to follow these steps to test their audio device in Microsoft Teams client:
1.Click Profile picture
2.select Settings.
3.Click Devices and make a test call to see if audio device can work in Microsoft Teams.

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17.png (45.1 KiB)

@KalpeshPatil-7001

Haven't receive your message for a long time. Do you have any update on this issue?

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