MS TEAMS - TROUBLESHOOT SLOWNESS OR QUALITY ISSUES

PURPOSE

A participant in a Teams Meeting notices some choppy voice or video.

PROCESS

To determine if you are having a problem with your connection to a Teams meeting, do the following self-diagnostics during the meeting in the Teams application:

Click the Call health menu option and look at two key metrics:
- Received packet loss: Greater than 10% is a poor connection.
- Received Jitter: Greater than 100ms for 10 seconds is a poor connection.
NOTE: Clicking on Call health does not disturb, delay, or interrupt the current meeting, even if you are the presenter. It will show if you have your screen shared.

Quick Fix

If you determine you have a poor connection, do the following:

Leave the meeting and rejoin it. This can quickly solve the problem by reconnecting to a different Microsoft server that is not experiencing issue.
You can turn off incoming video to reduce the amount of computer resources being used. This is not ideal, but it can help mitigate a problem short term.
1. Click the Turn off incoming video menu option at the bottom, above Help.

Disable GPU Hardware Acceleration

In Teams, select the three dots in the upper right-hand corner, next to your picture.
Select Settings from the drop down.
Add a checkmark to Disable GPU hardware acceleration (requires restarting Teams). Then, click the X in the top right hand corner.
To restart Teams, right-click the Teams icon on the taskbar and select Quit
Select Teams from the Start Menu to restart the application.

HISTORY

Issue Date

Updated by

Revisions

2023-11-21

Yolanda Terrazas-Franco

Format updated and grammar mistakes fixed.