How to fix scrambled frames during video streamed from PPT Live via Teams Room Device?

Dear @Michael Ong,

Thank you for posting your question in the Microsoft Q&A forum.

Based on what you’re experiencing, this behavior is most commonly related to how the Teams for Mac client renders video content during PowerPoint Live presentations. Common causes include a recent Teams Rooms app, operating system, firmware, or graphics driver update, as well as MP4 video encoding profiles that certain Teams Rooms hardware decoders do not handle consistently.

PowerPoint Live typically provides a more reliable video experience than standard screen sharing, but Teams Rooms devices still need to decode and render that content locally. Therefore, here are some steps I recommend you try first:

Step 1: Update the Teams Rooms devices

Please confirm all Teams Rooms systems are on the latest supported Teams Rooms app + OS + OEM firmware. These types of video rendering issues are frequently resolved in current builds.

Step 2: Re-encode the MP4 as a quick isolation test

Even if the video plays fine elsewhere, certain encoding settings can trip specific hardware decoders. As a test, re-encode the MP4 to a standard baseline:

• MP4 (H.264 video + AAC audio), 1080p, constant frame rate (e.g., 30fps)
• Also, in PowerPoint, run the built-in optimization to reduce playback compatibility issues (File > Info > Optimize Compatibility). Microsoft specifically recommends optimizing media to avoid playback issues across devices. For more information, please refer to Are you having video or audio playback issues?

If the issue still persists after completing the troubleshooting steps, I highly recommend reaching out to your IT administrator and asking them to create a support ticket with Microsoft in the Microsoft 365 Admin Center. Your IT administrator will be able to provide the necessary tenant and device details, and Microsoft Support can then review the backend logs, Teams Rooms configuration, and rendering behavior more closely.

For more information and instruction, please refer to Get support for Microsoft 365 for business

Since the symptoms appear to be isolated to the Teams Rooms devices, backend investigation will help determine whether this is a known issue, a device‑specific limitation, or something that requires further escalation.

Please understand that as forum moderators, our primary goal is to provide helpful guidance and support through general troubleshooting steps. While we don’t have access to internal systems or administrative tools required to resolve account-specific or backend issues, we truly appreciate your understanding of these limitations. We genuinely hope the information we share helps guide you in the right direction, and we're always here to assist as much as we can within our scope.  

I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can work together to resolve this. If I misunderstand anything, please feel free to reach out.

Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.

Thank you for your patience and your understanding. If you have any questions, please feel free to reach out.

I'm looking forward for your reply.

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Dear @Michael Ong,

I truly appreciate your update and helpful information.

Since the issue continues to persist even after trying the recommended workarounds, I highly recommend reaching out to your IT administrator to report this through the Microsoft 365 Admin Center. Having the issue logged at the tenant level will allow Microsoft to formally investigate and determine whether this is related to a service regression, a Teams Rooms device limitation, or a known issue currently under review.

Your IT admin can also help create a support ticket with the Microsoft Support team, which is the most effective way to ensure the issue is tracked, escalated appropriately, and reviewed by the relevant product teams. Providing details such as the affected Teams Room devices, recent changes, and examples of presentations that previously worked but no longer do will help speed up the investigation. For reference: Get support for Microsoft 365 for business

This step is particularly important because the behavior you’re experiencing was not seen in the past and appears to impact Mac‑based workflows specifically. Reporting it through the Admin Center helps Microsoft understand the broader impact across environments and prioritize a fix or official guidance.

Moreover, please be reassured that if I receive any updates, guidance, or confirmation of a resolution officially from Microsoft, I will reach out to you as soon as possible to share the latest information.

Note: Please understand that as forum moderator, my primary goal is to provide helpful guidance and support to correct supporting channels. While I don’t have access to internal systems or administrative tools required to resolve account-specific or backend issues, I truly appreciate your understanding of these limitations. I genuinely hope the information I share helps guide you in the right direction, and I'm always here to assist as much as I can within our scope.

Thank you for your patience and your understanding. If you have any questions, please feel free to reach out.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".   

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.