Microsoft Teams Help & Support

Teams troubleshooting

This page details how to troubleshoot if your Teams application is not working as expected during the live delivery of an online session. The helpsheet is split into a preventative and curative section.

PREVENTATIVE STEPS

If you follow these steps, you will to a large extent be able to largely prevent common issues from happening in the first place, helping to make your Teams sessions run trouble free.

Keeping the Teams application up to date

  1. Use the Teams Desktop app and not the browser version of Teams. The desktop app can be downloaded from 365.lincoln.ac.uk
  2. Use the Teams desktop app on a Windows 10 machine if you can. Teams on Windows tends to be more feature-rich than Teams on Mac.
  3. Update your Teams desktop app regularly through the ‘Check for Updates’ option in the top right hand menu.

Before delivering a class

  1. Close any unnecessary applications as this will help reduce the strain on your computer and make it quicker to do a system reboot if required.
  2. Make a Test Call. The ‘Make a test call’ option can be found by going to ‘Settings’ and ‘Devices’.
  3. Connect via a wired in connection (ethernet) if you can or get as close to the WiFi router as feasible.
  4. Use a headset and mic for optimum sound.
  5. Keep copy of weblinks you plan to use on a word doc as backup.

Using video in your online teaching

  1. If a Windows 10 user and planning on playing a video during your teaching session, you must toggle the ‘Share Audio’ switch in the Share Tray when doing the screenshare
  2. If a Mac user and planning on playing a video during your teaching session, you must toggle the ‘Share Audio’ switch in the Share Tray and share the video from a Chrome tab (i.e, Apple does not permit audio from video files on your computer to be shared).

Additional advice for Mac users

  1. Due to the high privacy levels on Macs, to use Teams in the most trouble free way it is advised to change the ‘Security and Privacy’ options for ‘Microphone’, ‘Camera’ and ‘Screen recording’. How to do this is detailed here: https://support.apple.com/en-gb/guide/mac-help/mh32356/11.0/mac/11.0

CURATIVE STEPS

Troubleshooting during a class

Most issues on the Teams desktop app can be sorted via a reboot. Teams issues tend to be either that the camera or mic is not working, or the Chat tab is not showing. A reboot can be done on three levels.

  1. Application reboot: Oftentimes an application reboot will suffice. This process should take no more than 60 seconds.
    • To do this’ Sign out’ of Teams.
    • Close the app.
    • Re-open Teams and re-join the session.
  1. System reboot: Occasionally, a reboot of the operating system (Windows 10, MacOS) is needed. An operating system reboot can take several minutes.
    • To do this ‘Sign out’ of Teams and close the app.
    • Close other applications on your computer (e.g. Word, Outlook).
    • Restart your machine.
    • Once the system has shut down and restarted, log in to your laptop, open the Teams desktop application and then re-join the session.

Alternatives to a reboot

  • If poor sound or video quality:
    • Click the three dots in the top right-hand corner and ‘Turn off incoming video’ to reduce the load on your bandwidth and computer.
  • If your camera stops displaying or mic stops working:
    • Flick the camera/microphone icon several times to turn it on and off
    • Click the three dots in the top right-hand corner

ADDITIONAL TIPS TO IMPROVE TRANSMISSION QUALITY:

  • Consider your office background
  • Don’t sit too close to the webcam
  • Make sure you are well lit
  • Present with energy and speak clearly