VIdeo freezing during Teams call

Question

VIdeo freezing during Teams call

Aaron Brown 5

Video freezes multiple times during Teams call with individuals within the same Team.

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3 answers

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Answer 1

Video freezing during a Microsoft Teams call can be caused by several factors, primarily related to network issues or system performance. Here are some potential causes and solutions:

Network Congestion: Video freezing often occurs due to network congestion, which can lead to packet loss. Implementing Quality of Service (QoS) can help prioritize video traffic and reduce freezing.
Device Performance: Ensure that the device being used has sufficient processing power and resources. High CPU usage can affect video performance.
Screen Sharing Issues: If screen sharing is involved, check for any permissions or performance issues that might cause the outbound screen share to freeze. The Source Freeze Count metric can help diagnose this.
Real-Time Analytics: Utilize real-time telemetry to monitor metrics such as Round Trip Time (RTT) and Source Freeze Count. High RTT can indicate delays in video playback, while a high Source Freeze Count suggests issues with the video feed.
Video Settings: Ensure that the video settings are optimized for the meeting. In Teams, you can adjust settings to improve video quality and reduce freezing.

If the issue persists, consider checking for updates to the Teams application or the device's operating system, as updates can often resolve performance issues.

References:

Answer 2

A freeze can come from either direction, so first work out which. During a freeze open the three-dot menu, Settings, Call health, and note received packet loss and jitter (your incoming problem) against the outgoing figures. If it only happens with people in the same Team, ask whether they freeze at the same moments too; if they don't, it points at your side. Then two quick splits: join the same call over wired Ethernet, and separately from the Teams web client. If wired fixes it, it is Wi-Fi. If the web client fixes it, it is the desktop app or a driver. For a baseline of latency and jitter outside Teams, netcheckpro.online/teams-speed-test gives a rough browser reading (I made it, and it's free), but Call health during the freeze is better evidence.

Answer 3

Hi @Aaron Brown

Welcome to the Microsoft Q&A forum.

Thank you for contacting to us. I understand how important it is for your Teams calls to run smoothly, and I appreciate your patience as we work together to resolve this issue.

To help improve your experience, please try the following steps:

1/ Check your network connection

A stable connection is essential for smooth video calls.
If possible, use a wired connection or move closer to your Wi-Fi router.

2/ Close background applications

Other apps can consume bandwidth and system resources.
Closing unnecessary programs can help improve performance.

3/ Update Microsoft Teams

Ensure you’re using the latest version of Teams.
You can check for updates by go to Setting > About Teams

4/ Clear cache and restart

Sign out of Teams, clear cache.
Restart Teams and sign back in.
You can find more details here: Clear the Teams client cache

5/ Try Teams Web App

If the desktop app continues to freeze, try joining the meeting via https://teams.microsoft.com.

Note: 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.

Additionally, as other users have raised similar concerns and may not be aware of where to share their feedback, I hope this response helps clarify the situation and suggests a potential next step. Highlighting this information can make it more visible to others in the community who may be facing the same issue, making it easier for them to find guidance and contribute their feedback as well.

Thank you again for your time and for raising this important usability concern. If you have any further questions or need additional assistance, please don’t hesitate to reach out.

I look forward to your thoughts on this.

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Anonymous

2026-01-13T22:23:14.07+00:00

Hi @Aaron Brown

I’m following up on the support thread we've been working through together. I wanted to check in and see if the information I shared in my previous answer helped resolve the issue you were experiencing.

If you're still experiencing any issues or have further questions, please feel free to reach out at any time. I’m always happy to help if you need anything else.

We want to ensure everything is functioning smoothly and that your experience remains seamless.

Thank you again for your collaboration throughout the troubleshooting process.

I look forward to hearing from you soon.

Warm regards,
Andrew Norden 0 Reputation points

2026-03-06T15:10:32.3266667+00:00

I am experiencing this exact same problem. New MacBook Air M4, very strong and fast wifi connection. No problems with any other applications, but during Teams Mac app video calls, the call freezes for about 20 seconds 1-2 times every hour. Network "roundtrip time" dramatically increases during the freezes, yet if I check wifi speed during a freeze, it's as fast as normal (400 Mbps). I see no other system process that's highly active during the freeze. This is very frustrating...