Share via

Anonymous

2020-04-22T21:56:55+00:00

I've purchased a brand new Lenovo laptop a week ago (Windows 10), where I already had Office 365 installed, including MS Teams. We've been using MS Teams for work meetings, conference, trainings etc. I was previously using MS Teams on Android Phone only, where I experienced no issues at all. Everything works fine and quick on my laptop too, however I am experiencing an issue during Audio or Video call, where the sound just goes off after about a minute into the call. After that, It happens in intervals, after every 20- 30 seconds;  the audio cuts off for about 5-10 seconds each time. I usually keep my side muted, and my camera off, as there are 25+ people on the call. It's quite an issue as I've missed out on important conversations. This issue has never occurred on my Android phone. If there is video presentation where I do need to use my laptop for bigger screen, I need to use my laptop for the video and my phone for the audio.  My colleagues do not experience this issue during calls on their laptops. Checked for updates, I have the latest version, but the audio still goes off. 

Any advise on what could be the issue and how to fix it? 

Thanks in advance!

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

Answer accepted by question author

Anonymous

2020-04-23T05:16:56+00:00

Hello Gabika17,

Regarding your issue, is your laptop and Android mobile device are connected with same network? For laptop Audio call issue, suggest you to change your network and check the result.

  1. Login to Teams Online App (use InPrivate browsing mode and use Edge or Google chrome) to check the result.
  2. During Teams Audio call, close all the other application, sometimes other application also conflict and occurs this kind of issue.
  3. Also suggest you to follow the below steps and clear Teams cache to check if it helps.
  • Fully exit the Microsoft Teams desktop client. To do this, either right click Teams from the Icon Tray and select ‘Quit’, or run Task Manager and fully kill the process.
  • Go to File Explorer, and type in %appdata%\Microsoft\teams.
  • Once in the directory, you’ll see a few of the following folders:
  • From within ‘Application Cache’, go to Cache and delete any of the files in the Cache location.: %appdata%\Microsoft\teams\application cache\cache
  • From within ‘Blob_storage’, delete any files that are located in here if any.: %appdata%\Microsoft\teams\blob_storage
  • From within ‘Cache’, delete all files.: %appdata%\Microsoft\teams\Cache
  • From within ‘databases’, delete all files.: %appdata%\Microsoft\teams\databases
  • From within ‘GPUCache’, delete all files.: %appdata%\Microsoft\teams\GPUcache
  • From within ‘IndexedDB’, delete the .db file.: %appdata%\Microsoft\teams\IndexedDB
  • From within ‘Local Storage’, delete all files. : %appdata%\Microsoft\teams\Local Storage
  • Lastly, from within ‘tmp’, delete any file. : %appdata%\Microsoft\teams\tmp

Once finally done clearing, you can now restart Teams from your local desktop and all cache will be cleared from the desktop app.

Thanks and regards,

Ankita Vaidya

10+ people found this answer helpful.

0 comments No comments

37 additional answers

  1. Anonymous

    2021-02-11T18:00:46+00:00

    I am also having a *similar* problem.  The sound cuts out 1/2 through almost every meeting - usually just after I get an email notification sound - so it is clearly aa Microsoft or Windows audio switching issue between software applications. 

    The sound going off is is NOT intermittent - once it goes out, the sounds *stays* out and it will not come back on after I close and restart teams. I have to RESTART MY MACHINE to get Teams sound back. I am connected to the router with Ethernet cable.  Changing routers did not help.

    This problem does not occur with Zoom, Webex, Go to Meeting, or any other computer conferencing software - just Teams.  Though I do have to change my speaker options using the pull-down menus in the tool bars when I use Webex.  I have tried that in Teams and it still won't work.

    Users should not have to LEAVE MEETINGS to clear cache just to get your software's audio to work! Maybe Microsoft should issue a patch to clear your the cache upon startup?

    10+ people found this answer helpful.

    0 comments No comments

  2. Anonymous

    2020-06-29T14:22:40+00:00

    Hi Ankita Vaidya MSFT,

    I currently work for corporate company, we have 1 user who reported very similar issues and I have followed through the outline that you have shared above.

    None of them works and I have tried all different processes:

    1. drivers by installing the newer one or uninstalled and delete software of the audio driver.
    2. Turn off the audio permissions and restart the laptop with uninstalled audio driver so that it can auto reinstall the audio driver.
    3. Checking firewall to make sure the object is allow.
    4. downgrade of 32bit Teams with rollback driver - that works temporary but it a security risk.
    5. Check in Services (Task Manager) and performance monitor to see any spike when using video or audio call.

    Took me 2 weeks to exhausted all the possible options but nothing works, so we ended up to replaced the laptop but a user reported that it start acting up again.

    Would it necessary to get an team to pursuing this and see whether Windows Update is a possible root cause for this audio?

    Looking forward to your reply, 

    Aaron Summers

    10+ people found this answer helpful.

    0 comments No comments

  3. Anonymous

    2021-05-13T10:58:52+00:00

    This is the kind of generic answer we often see in Microsoft Answers that doesn't really solve the problem.

    10 people found this answer helpful.

    0 comments No comments

  4. Anonymous

    2020-11-03T15:25:19+00:00

    I was one of the earlier posts to this forum with this issue and have been living with this painful problem for months.   Problem existed with MS Teams, HP laptop, and a Jabra headset.   Problem does not exist with Skype calls.  Have tried some of the suggestions on this forum but with no success.  This morning I switched over to a Plantronics headset and I no longer have this issue.  So my problem appears to be the Jabra headset, which makes no sense to me.

    Not sure if some of the others with this issue have a Jabra headset, but wanted to pass this along.

    thanks,

    10 people found this answer helpful.

    0 comments No comments