Common Microsoft Teams Issues & How to Troubleshoot

Microsoft Teams is one of the most popular tools for work communication today. Whether you're chatting with your team, jumping on a video call, or sharing files, it helps keep everyone connected. But let's face it – MS Teams isn’t perfect. You’ve probably run into issues like calls dropping, bad audio, or slow Teams performance. These problems can be frustrating, especially when you’re in the middle of an important meeting or deadline.

Here’s the good news: most Microsoft Teams issues have simple explanations and fixes. The key is figuring out where the problem is coming from – your device, your network, or Microsoft itself. Once you know the cause, it’s much easier to troubleshoot and get back to work.

In this article, we’ll cover the most common Microsoft Teams issues, how to find out what’s causing them, and easy steps to fix them. Let’s make sure Teams works as smoothly for you as it should!

When Microsoft Teams isn’t working as it should, the first step to fixing it is figuring out what’s causing the problem.

In this article, we’ll cover some of the most common Microsoft Teams issues:

1. Microsoft Teams connection issues (Internet connectivity, network congestion, VPN interface)
2. Audio and video issues
3. Login and authentication problems
4. Network issues (poor Internet connection, high latency, packet loss, VPN interference)

Many people are quick to blame Microsoft when issues occur, but the reality is that less than 1% of MS Teams issues are actually caused by Microsoft themselves. Instead, most problems can be traced back to one of three main sources: user, network, or MS Teams itself.

• 24% of Teams issues stem from the user side
• 75% of Teams issues are network-related
• Less than 1% of issues come directly from Microsoft

Understanding where the problem lies is key to troubleshooting effectively and ensuring a smooth Microsoft Teams experience.

1. User-Specific Microsoft Teams Problems

These issues are related to the device or actions of the person using Teams. For example, it could be a microphone that isn’t connected, outdated software, or incorrect app permissions. If the problem only happens to one person or on one device, it’s likely a user-specific issue.

For instance, if users are complaining about poor Internet connection at the office affecting their Teams calls, it could just be a user issue. It’s important to rule out device-specific problems before assuming it’s the network or Microsoft Teams itself.

2. Network-Related Microsoft Teams Issues

Since Teams relies heavily on the Internet, a slow or unstable connection can cause problems like dropped calls, lag, or poor video quality. If multiple users on the same network are experiencing issues, your network is likely the culprit.

3. Microsoft Teams Server Problems

Most of the time, when users experience issues with Microsoft Teams, the root cause isn’t actually with Teams itself – it’s usually related to the user’s device or network. However, there are occasions when the problem is on Microsoft’s side. Microsoft Teams may experience outages or performance issues on their servers. When this happens, it affects many users at the same time, and the only fix is to wait for Microsoft to resolve it.

Once you’ve identified that an issue exists, it’s important to look for clues that point to the source of the problem.

For the beginners, start by asking these questions:

• Does the issue happen on one device or multiple?
• Are other apps working fine, or is it just Teams?
• Is anyone else on your network experiencing the same issue?
• Have you checked Microsoft’s Service Status page for updates?

Here are the common signs for each type of Microsoft Teams issue:

1. User-Specific Problems

• Only One Person Affected: If the issue is limited to one user while others on the same network have no problems, it’s likely user-specific.
• Device or App Errors: Messages like “Camera not found” or “Your microphone isn’t working” usually mean there’s a problem with the user’s device, app permissions, or settings.
• Frequent Crashes: The app crashes on one device but works on others, which points to local issues like outdated software or corrupted installations.

2. Network-Related Issues

• Lag, Dropped Calls, or Poor Quality: Issues like frozen video or choppy audio often indicate network problems, such as low bandwidth or high latency.
• Multiple Users Affected: If everyone on the same network experiences similar issues, it’s likely a network-related problem.
• Error Messages About Connectivity: Messages like “We couldn’t connect you. Check your Internet connection and try again” are clear indicators of Internet or network interference.

3. Microsoft Teams Server Problems

• Widespread Issues Across Locations: If users in different locations report similar problems, it might be an issue on Microsoft’s end.
• Service Status Messages: Check the Microsoft 365 Service Status page or social media updates for information about ongoing outages.
• Unusual Error Codes: Errors like "Caa20001" or "Caa50021" often point to server-side problems that you can’t resolve locally.

When people complain about poor Microsoft Teams call quality and claim it’s better at home, is it really a Teams issue, or are they just avoiding the office? (Could it be a user problem?) Microsoft Teams is widely used, but it’s also one of the most resource-intensive and quality-sensitive apps out there, meaning that issues can arise for many reasons.

Troubleshooting Teams problems can be a headache due to the variety of factors involved, from the user's device to the network and even Teams itself. That’s why it's essential to monitor Microsoft Teams performance from all angles – so you can quickly identify the root cause and avoid wasting time on endless troubleshooting.

When someone reports a Microsoft Teams issue, don’t guess – use Obkio’s Network and Microsoft Teams Monitoring Tool. With Obkio, you can monitor end-to-end Teams performance across the user, the network, and Teams itself in just seconds. This helps you quickly determine whether there’s a real problem and where it lies.

Obkio’s continuous synthetic testing establishes performance baselines and helps replicate user problems, making it the first step in effective troubleshooting. By replicating the issue, you can pinpoint whether the problem is with the user, the network, or Teams, and collect the data needed to resolve it efficiently.

Here’s how to get started:

Microsoft Teams Monitoring to Troubleshoot & Optimize Performance

Elevate Teams performance with Microsoft Teams monitoring. Discover how to optimize Microsoft Teams performance & identify Teams performance issues.

Learn more

To identify Microsoft Teams issues, the first step is to continuously monitor your network and Microsoft Teams performance. Using Obkio’s Microsoft Teams Monitoring Tool ensures you get real-time insights into key performance metrics such as latency, jitter, packet loss, and congestion — all of which directly affect Teams' audio and video quality.

With Obkio, you can specifically monitor performance between Microsoft Teams, your network (and Internet), and the end-users. Our agent-based solution deploys Monitoring Agents that join Teams meetings, exchange audio and video data, and perform network performance tests from the Agent's point of view. These tests are conducted both between Microsoft Teams and other Agents, ensuring comprehensive monitoring.

With end-to-end visibility, Obkio covers up to 99% of the call path during Teams calls, allowing you to proactively detect user-related, network-related, or Teams issues before they impact real users. This ensures you're able to resolve problems early, minimizing disruptions and maintaining a seamless Teams experience.

With Obkio you can:

• Monitor end-to-end Microsoft Teams performance in real-time.
• Identify issues affecting specific locations, whether on-site or remote.
• Gain visibility into issues on your business network, ISP network, or even Microsoft Teams' infrastructure.

• 14-day free trial of all premium features
• Deploy in just 10 minutes
• Monitor performance in all key network locations
• Measure real-time network metrics
• Identify and troubleshoot live network problems

To monitor Teams effectively, you’ll need to deploy Obkio Monitoring Agents at key network locations where Teams is used. These agents continuously exchange synthetic traffic to measure network performance between your users, your network and Microsoft Teams.

Recommended Agent Setup:

1. Azure Monitoring Agent: Microsoft Teams runs on Microsoft Azure. Deploy Microsoft Azure Agent in the closest Azure data center to monitor Teams' server-side performance.
2. Public Monitoring Agent: Use an AWS or Google Cloud agent to compare performance up to the Internet. This helps determine whether the issue is global or specific to Teams.
3. Local Monitoring Agent: Install an agent in the affected office or remote location to monitor local network performance. Agents are available for MacOS, Windows, Linux, and more.

This setup can also be extended to monitor Microsoft Azure, Microsoft Dynamics 365, or broader Microsoft network performance.

Once your agents are deployed, they start monitoring Microsoft Teams call quality by exchanging synthetic audio and video data. This is done through a Network Monitoring Session, which gathers crucial data on performance metrics from three key perspectives: the user, the network, and Microsoft’s API.

Obkio Monitoring Agents join Microsoft Teams meetings and exchange audio and video data using synthetic traffic. Unlike standard Microsoft tests that analyze call quality using SIP RTC without sending network packets, Obkio enhances visibility by connecting to Microsoft’s API to download detailed call quality reports. This combined approach gives you comprehensive insight into Teams call performance.

Obkio then runs Network Performance Monitoring (NPM) tests from the Agent’s point of view, assessing the connection between Microsoft Teams, your network, and other Agents. You’ll receive data on key metrics such as:

• Network Latency, Jitter, and Packet Loss: These metrics measure delays and data loss, affecting call quality and causing issues like call delays or distorted audio.
• VoIP Quality & MOS (Mean Opinion Score): The MOS score indicates the overall quality of your Teams calls based on factors like latency, packet loss, and jitter.
• Audio Quality, Latency, and Jitter: These metrics determine if audio during a call is clear or affected by delays or synchronization problems.
• Video Quality, Latency, and Jitter: These metrics measure how video performance is impacted by network conditions, ensuring smooth video calls.
• Average Call Quality Score: This score gives an overall indication of the call quality, summarizing performance across multiple factors.

By analyzing this data, you can quickly identify whether the issue lies with your network, Microsoft’s servers, or something else, helping you resolve problems faster.

Microsoft Teams Network Assessment

A Microsoft Teams network assessment can also help guide you through this process, offering a deeper understanding of your network's health and its impact on Teams performance. For step-by-step instructions on how to conduct MS Teams network assessment, check out our Free PDF guide. It’s the perfect resource to get you started on optimizing your Teams experience.

Microsoft Teams is a powerful tool, but like any software, it’s not immune to issues. Here are some of the most common Microsoft Teams issues that users face like Microsoft Teams connection issues (Internet connectivity, network congestion, VPN interface), audio and video issues, login and authentication problems, and network issues (poor Internet connection, high latency, packet loss, VPN interference)

We'll also discuss their potential causes, and the error messages they may encounter. Let's get into it!

Connection problems in Microsoft Teams can disrupt meetings and chats, leaving users unable to stay productive. These issues often stem from a poor or unstable Internet connection, network congestion, or interference from VPN settings, which can block or slow Teams traffic.

Symptoms:

• Difficulty connecting to meetings or chats.

• Error messages like:

  • "We couldn’t connect you. Check your Internet connection and try again."
  • Error codes: Caa20004 or Caa70007

Causes:

• Poor or unstable Internet connection: Weak or fluctuating signals can disrupt connectivity.
• Network congestion: High traffic on the network can cause delays or disconnections.
• VPN interference: VPN settings can sometimes block or slow down Teams traffic.

Audio and video problems in Microsoft Teams can hinder effective communication during calls and meetings. These issues are typically caused by incorrect device setup, permission restrictions, or outdated drivers.

Symptoms:

• Poor call quality with echo, lag, or feedback.
• Camera or microphone not detected.

• Error messages like:

  • "Your microphone isn’t working. Try checking your device settings."
  • "Camera is not detected. Please connect a camera to start video."

Causes:

• Hardware not connected: Devices may be unplugged or improperly set up.
• Permissions not granted: Teams may not have access to your microphone or camera.
• Driver issues: Outdated or missing drivers can prevent device functionality.

Login and authentication issues can prevent users from accessing Microsoft Teams, blocking them from participating in meetings, chats, or accessing other essential features. These problems can arise when users are unable to sign in or face barriers like multi-factor authentication errors.

Symptoms:

• Trouble logging in or being locked out of the account.
• Multi-factor authentication (MFA) errors.

• Error messages like:

  • "You’re not authorized to access this resource."
  • "We’re sorry – we’ve run into an issue. Please try again later."
  • Error codes: 80080300 or AADSTS50020

Causes:

• Incorrect credentials: Typos or forgotten passwords are common culprits.
• MFA configuration problems: Misconfigured MFA settings can block access.
• Account lockouts: Failed login attempts can trigger account security protocols.

Network issues can severely impact the performance and usability of Microsoft Teams, leading to disrupted meetings and decreased productivity. When users experience crashes, freezing, or slow performance during calls or chats, these problems are often linked to poor network conditions.

Types of Network Issues:

• Poor Internet Connection: A weak or unstable connection can cause dropped calls, delayed messages, and slow file uploads. This is often due to weak Wi-Fi signals, fluctuating bandwidth, or external interference.
• Network Congestion: When multiple devices or applications are using the same network, it can overwhelm the system, causing video freezes, lagging calls, and slow performance.
• High Latency: Long delays in communication, where users experience lag or long connection times, often occur due to inefficient routing or an overloaded network. This can happen when Teams data has to travel long distances or through congested network paths.
• Packet Loss: When data packets are lost during transmission, users might experience missing audio, pixelated video, or frozen screens. Packet loss can be caused by unstable network connections, damaged cables, or overloaded routers.
• VPN Interference: Virtual Private Networks (VPNs) can introduce extra routing delays or block Teams traffic altogether, leading to connection drops and latency issues. Poorly configured VPNs can also cause slower speeds and increased connection times.

Symptoms:

• Teams app crashing or freezing during use.
• Slow performance or unresponsiveness.
• High CPU or memory usage.

• Error messages like:

  • "Teams is taking too long to respond. Please restart the app."
  • Error code: Caa70004

Causes:

• High CPU or memory usage: Running too many applications can overload the device.
• Outdated app: Older versions may have bugs or compatibility issues.
• Network issues: Slow or unstable connections can hinder performance.

Whether it's a minor connectivity hiccup or a more complex authentication challenge, understanding the root cause of these problems is the first step toward resolving them. Pair this knowledge with tools like Obkio Network Monitoring, and you'll be ready to tackle any Microsoft Teams issue with confidence.

To fix Microsoft Teams issues, you need a clear plan and reliable monitoring tools to find out what’s causing the problem, when it happens, and why. With this information, you can effectively resolve issues, whether they stem from the network, the user’s workstation, or even Microsoft’s infrastructure.

Here's how to tackle these scenarios:

Sometimes, performance problems may not be linked to network issues. For example, when Obkio’s Monitoring Session graphs show no anomalies, it indicates that the network is functioning as expected. In such cases, the issue could lie elsewhere, such as with the user’s workstation.

1. User Perspective Monitoring: Install a Monitoring Agent directly on the user’s workstation to gather performance data from their point of view. This method helps pinpoint issues like resource constraints or hardware malfunctions.
2. Workstation Resources: Microsoft Teams is resource-intensive, requiring significant CPU and RAM. Obkio monitors these metrics to help you identify if the workstation is underpowered. High CPU usage or insufficient RAM might cause slow performance or crashes.

• Optimize resource usage or close unnecessary applications.
• Investigate potential driver or hardware issues.
• Upgrade outdated or underperforming hardware to meet Microsoft Teams' demands.

If the issue affects multiple network sessions, it suggests a shared problem within your network. This could be related to:

• Local Area Network (LAN) configuration.
• Firewall rules blocking or throttling Teams traffic.
• Local loop Internet connection at your ISP.

1. Use Obkio’s Device Monitoring tool to analyze bandwidth usage, CPU load, and overall resource allocation across devices.
2. Check firewall logs to identify any misconfigurations or unauthorized traffic impacting Teams performance.
3. Prioritize Microsoft Teams traffic in your firewall or Quality of Service (QoS) settings.

Solutions:

• Increase your Internet bandwidth if current usage exceeds capacity.
• Optimize firewall and QoS rules to reduce congestion during peak hours.
• Investigate and mitigate security breaches, such as data exfiltration or unauthorized backups.

When the problem impacts a single network session, the issue is likely isolated to a specific route or external location on the Internet.

1. Visualize the Issue: Use Obkio Vision, a visual traceroute tool, to track network paths and identify where the problem lies.
2. Collaborate with Your ISP: Share traceroute results with your ISP, along with screenshots and monitoring data, to expedite their investigation.

Next Steps:

• Open a service ticket with your ISP and provide all relevant data.
• Utilize Obkio’s temporary read-only user feature to allow your ISP to view your monitoring data for more detailed analysis.
• Collaborate with your ISP to resolve the problem, leveraging insights from Obkio’s tools to identify congestion points or outages.

Traceroutes provide detailed insights into where connectivity or performance problems occur in the network path.

Obkio’s Vision tool, along with the Network Map and Quality Matrix, simplifies this process.

• Specific Internet Locations: Performance issues affecting one location or service.
• ISP’s Infrastructure: Bottlenecks or disruptions on your ISP’s network.

Steps to Resolve:

• Use live traceroutes to continuously monitor and share results with your ISP via public links.
• Allow your ISP to analyze data further using Obkio’s temporary read-only user feature for direct access.

By leveraging Obkio’s suite of monitoring tools, you can uncover and address Microsoft Teams performance issues efficiently. From diagnosing workstation constraints to resolving ISP bottlenecks, Obkio equips you with the data and insights needed to take targeted action, ensuring a seamless Teams experience for your organization.

When experiencing Microsoft Teams issues, starting with simple troubleshooting steps can quickly resolve many common problems. Here are some quick fixes:

1. Restart Microsoft Teams

• Fully close the app and relaunch it to clear temporary glitches.

2. Check Your Internet Connection

• Ensure you’re connected to a stable and fast network.
• Switch to a wired connection for better performance if possible.

3. Sign Out and Back In

• Re-authenticate your account to resolve syncing or account-related issues.

4. Clear the Teams Cache

• Deleting cache files can fix syncing or loading issues.
  • Windows: Navigate to %appdata%\Microsoft\Teams and delete its contents.
  • macOS: Clear the contents in ~/Library/Application Support/Microsoft/Teams.

5. Update Your Device Drivers

• Check for updates for your camera, microphone, and network drivers to avoid compatibility issues.

6. Run the Teams Troubleshooter (Windows)

• Use Windows' built-in troubleshooter in Settings to automatically detect and resolve Teams-related issues.

7. Restart Your Device

• A full reboot can often resolve software conflicts or free up system resources.

Microsoft Teams Troubleshooting for Teams Performance and Connection Issues

Learn how to use Network Monitoring tools for Microsoft Teams troubleshooting to identify and fix common teams performance and connection issues.

Learn more

Network problems are a frequent cause of Microsoft Teams performance issues. Here's how to fix Microsoft Teams issues:

1. Test Your Network Connection

• Speed Test: Use tools to confirm you have sufficient bandwidth for Teams.
• Ping or Traceroute: Run tests to detect latency or packet loss.

2. Check for VPN Interference

• Disable VPN temporarily to see if it improves Teams’ performance.

3. Prioritize Teams Traffic

• Configure Quality of Service (QoS) settings on your network to prioritize Teams traffic, particularly for VoIP and video calls.

4. Switch to a Different Network

• Try connecting to a different Wi-Fi network or a mobile hotspot to determine if the issue is network-specific.

5. Reset Network Devices

• Restart your router and modem to resolve potential hardware glitches.

6. Monitor Network Performance

• Use Obkio’s Network Performance Monitoring tool to identify and troubleshoot network bottlenecks, ensuring optimal Teams performance.

Sometimes, the root of the problem lies with Microsoft’s infrastructure. These steps can help you determine if the issue is server-side:

How to Identify Microsoft Teams Server-Side Issues

1. Check the Microsoft Teams Service Status: Visit the Microsoft 365 Service Status page for updates on outages.
2. Monitor Social Media and Forums: Follow Microsoft Teams’ Twitter account or forums for announcements about widespread issues.
3. Look for Specific Error Messages: Messages like “We’re having trouble reaching the service” or error codes like Caa20001 or Caa50021 often indicate server-side issues.

Fixes for Microsoft Teams Issues on Microsoft’s End

• Wait for Resolution: Monitor updates from Microsoft as server issues are beyond user control.
• Retry Actions Later: Once resolved, retry activities like joining meetings or syncing files.
• Plan Backup Solutions: Use alternative platforms (e.g., Zoom, Google Meet) to minimize downtime during outages.

When the issue is isolated to a single user or device, follow these steps:

How to Identify User-Specific Problems

1. Test on a Different Device or Account: If the problem doesn’t occur elsewhere, it’s likely user-specific.
2. Look for Local Error Messages: Issues such as “Camera not found” or “Network disconnected” suggest user-side problems.

Fixes for User-End Issues

1. Check Permissions: Ensure Teams has access to the microphone, camera, and notifications in your device settings.
2. Verify Login Credentials: Double-check your username and password, and ensure multi-factor authentication (MFA) is correctly configured.
3. Optimize System Resources: Close unnecessary apps that consume bandwidth, CPU, or memory.
4. Update Device Software: Keep your operating system, drivers, and Teams app updated to avoid compatibility issues.
5. Fix Corrupted Teams Installations: Uninstall and reinstall Microsoft Teams to address software corruption or erratic behaviour.

These practical steps, combined with tools like Obkio’s Network Performance Monitoring, ensure a structured approach to troubleshooting Microsoft Teams issues effectively. Whether the root cause is network-related, user-specific, or on Microsoft’s side, these solutions can help restore seamless communication for your team.

Once you’ve resolved your current Microsoft Teams issues, it’s essential to remember that problems can resurface anytime – often during critical moments like meetings or calls. Unified Communication (UC) apps like Microsoft Teams are highly sensitive to performance fluctuations, making proactive monitoring a necessity, not a luxury.

That’s where Obkio’s Network and Microsoft Teams Monitoring tool becomes crucial. By acting like a full-time employee dedicated to maintaining your Teams performance, Obkio monitors call quality and network performance 24/7.

Stay Ahead with Proactive Monitoring

Obkio’s synthetic monitoring and Monitoring Agents continuously exchange network, voice, and video metrics, replicating real user activity to test Microsoft Teams' performance. These Agents help you:

• Detect issues like high latency, jitter, or packet loss before they escalate.
• Ensure uninterrupted communication and seamless call quality.
• Identify and resolve network bottlenecks before they impact your users.

Simulate User Activity to Prevent Downtime

By simulating live user scenarios, Obkio identifies potential disruptions before your team feels the impact. This approach gives you complete visibility into Teams’ performance, helping you act on problems before they turn into meeting disruptions or service outages.

Maintain Seamless Communication

With continuous monitoring, you can ensure optimal Microsoft Teams performance, reduce downtime, and deliver a reliable communication experience for your team, no matter the circumstances.

Deploying Obkio as part of your Microsoft Teams strategy isn’t just about troubleshooting – it’s about ensuring a future of uninterrupted, high-quality collaboration. Stay ahead, stay connected, and keep your team performing at its best.