How to fix Microsoft Teams calls dropping or disconnecting unexpectedly during meetings

Summary

This guide helps you troubleshoot and resolve: How to fix Microsoft Teams calls dropping or disconnecting unexpectedly during meetings. Follow the steps below to fix the issue.

Common Causes

Microsoft Teams call drops are most often caused by unstable network conditions, outdated app versions, or misconfigured audio and video settings. Because Teams relies on a consistent internet connection to transmit voice and video in real time, even brief interruptions to your network can cause calls to disconnect mid-meeting. This guide walks you through the most effective checks and fixes, starting with the quickest resolutions before moving into more detailed troubleshooting.

Quick Fix Steps

If your Teams calls are dropping right now, try these steps in order before diving deeper:

1. Check your internet connection by running a speed test at speedtest.net. You generally need at least 1.5 Mbps upload and download for a stable Teams call.
2. Switch from Wi-Fi to a wired Ethernet connection if possible, or move closer to your router.
3. Quit and reopen Microsoft Teams, then rejoin the meeting.
4. Restart your computer and your modem or router.
5. Update Microsoft Teams to the latest version (see detailed steps below).

Detailed Instructions

Check Your Network Stability

Unstable networks are the single most common cause of dropped Teams calls. Latency spikes, packet loss, and bandwidth congestion can all cause Teams to terminate a call.

1. Open a browser and visit speedtest.net.
2. Run the test and note your Download, Upload, and Ping results.
3. Repeat the test two or three times over a few minutes. Look for large variations between results, which indicate an unstable connection.
4. If your connection is slow or unstable, restart your modem and router by powering them off for 30 seconds, then turning them back on.

Things to avoid during a Teams call:

• Streaming video on other devices (Netflix, YouTube, Kayo, etc.)
• Large downloads or cloud backups
• Multiple users on the same network performing heavy tasks

If you are on Wi-Fi and continue to experience drops, connect your computer directly to your router with an Ethernet cable. Wi-Fi is more susceptible to interference from neighbouring networks, microwaves, and building materials.

Update Microsoft Teams

Outdated versions of Teams can contain bugs that cause call instability. Microsoft releases updates frequently, so keeping the app current is essential.

On Windows or Mac (desktop app):

1. Click the three dots (⋯) menu in the top-right corner of Teams.
2. Select Check for updates.
3. Teams will download and install any available updates automatically.
4. Restart Teams when prompted.

On mobile (iOS or Android):

1. Open the App Store (iOS) or Google Play Store (Android).
2. Search for Microsoft Teams.
3. Tap Update if the button is shown.

Clear the Teams Desktop Cache

Corrupted cache files can cause all sorts of unusual behaviour in Teams, including dropped calls. Clearing the cache forces Teams to rebuild its local data.

1. Quit Microsoft Teams completely. On Windows, right-click the Teams icon in the system tray and select Quit. On Mac, use Cmd + Q.
2. Open File Explorer (Windows) or Finder (Mac).
3. Navigate to the cache folder:
   • Windows: %appdata%\Microsoft\Teams
   • Mac: ~/Library/Application Support/Microsoft/Teams
4. Select the following folders and delete them: Cache, blob_storage, databases, GPUCache, IndexedDB, Local Storage, and tmp.
5. Restart Teams. It will rebuild the cache automatically, which may take a few minutes the first time.

Adjust Audio and Video Settings

Certain audio and video configurations can put extra strain on your connection or your device, leading to call drops.

1. In Teams, click the three dots (⋯) menu and select Settings.
2. Go to Devices.
3. Under Audio devices, make sure the correct microphone, speaker, and camera are selected.
4. Make a test call by clicking Make a test call under Audio devices. This will identify any issues with your devices or connection.
5. Go back to Settings and select Video.
6. If your connection is marginal, reduce video quality by toggling off Video or selecting a lower resolution under Camera settings.

Additional recommendations:

• Disable Background effects and Noise suppression if your device is older. These features consume CPU and bandwidth.
• Close other applications that may be using your microphone or camera, such as Zoom, Skype, or browser-based meeting tools.
• If you use a USB headset, try a different USB port or test with a different headset to rule out a hardware fault.

Troubleshooting

Check for Conflicting Applications

Other applications can interfere with Teams, particularly those that use your microphone, camera, or network.

1. Open Task Manager (Windows: Ctrl + Shift + Esc, Mac: Cmd + Space then search Activity Monitor).
2. Look for other communication apps running in the background, such as Zoom, Skype, Discord, Slack, or Google Meet.
3. Quit any apps you are not actively using.
4. Also check for VPN clients, as VPNs can introduce latency and packet loss. If you must use a VPN, try disconnecting it for one call to see if the issue resolves.

Disable Hardware Acceleration

On older machines, hardware acceleration can cause conflicts that lead to call drops.

1. In Teams, click the three dots (⋯) menu and select Settings.
2. Go to General.
3. Scroll down and tick the box next to Disable GPU hardware acceleration. This turns off hardware acceleration, which can resolve call drop issues on older hardware.
4. Restart Teams.

Test in the Web Version

If the desktop app continues to drop calls, try the browser version to determine whether the issue is app-specific.

1. Open teams.microsoft.com in either Microsoft Edge or Google Chrome.
2. Sign in and join a test meeting.
3. If calls are stable in the browser, the issue is likely with your desktop app installation. Reinstall Teams by downloading the latest version from microsoft.com/en-au/microsoft-teams/download-app.

Check Microsoft Service Health

Sometimes the issue is on Microsoft's side. If many users are reporting the same problem, there may be a service outage.

1. Visit status.office.com to check the current health of Microsoft Teams and related services.
2. If an outage is reported, you will need to wait for Microsoft to resolve it. There is nothing you can do on your end until the service is restored.
3. You can also check the DownDetector page for Microsoft Teams to see whether other users are reporting similar issues.

Still Having Issues?