Microsoft Teams Crashes On Mac

11/27/2021by admin
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This article describes the requirements and limitations for using Microsoft Teams in a virtualized environment.

What is VDI?

Logitech Group crashes Microsoft Teams on Mac. On a Mac, if we have Microsoft Teams running and plug in the Logitech Group usb cable, Microsoft Teams hangs for about 30 seconds. You cant do anything. Then it starts working. We have tried this with multiple Macs and also multiple Logitech Group devices. Does the same on all. Error code caa70004 usually occurs when Microsoft Teams fails to sign you in or when the app freezes and crashes. Microsoft Teams also provides the large gallery view with a grid up to 7x7. As a result, the Microsoft Teams conference server composites a single video feed and sends it to the client device for decoding, resulting in lower CPU consumption. This single, matrix-style feed might include users’ self-preview video as well. Microsoft Teams is stuck in a login loop in Edge or Internet Explorer. Issue when you access a notebook for Microsoft Teams. Teams is slow during video meetings on laptops docked to 4K/HDR monitors. Unable to create a team in Microsoft Teams. Removed user appears as 'Unknown user' in Microsoft Teams.

Virtual Desktop Infrastructure (VDI) is virtualization technology that hosts a desktop operating system and applications on a centralized server in a data center. This enables a fully personalized desktop experience to users with a fully secured and compliant centralized source.

Microsoft Teams in a virtualized environment supports chat and collaboration. And with the Azure Virtual Desktop, Citrix, and VMware platforms, calling and meeting functionality is also supported.

Teams in a virtualized environment supports multiple configurations. These include VDI, dedicated, shared, persistent, and non-persistent modes. Features are in continuous development and are added on a regular basis, and functionality will expand in the coming months and years.

Using Teams in a virtualized environment might be somewhat different from using Teams in a non-virtualized environment. For example, some advanced features might not be available in a virtualized environment, and video resolution might differ.

To ensure an optimal user experience, follow the guidance in this article.

Note

For details about Teams VDI on different platforms, see Teams features by platform.

Teams on VDI components

Using Teams in a virtualized environment requires the following components.

  • Virtualization broker: The resource and connection manager to the virtualization provider, such as Azure
  • Virtual desktop: The Virtual Machine (VM) stack that runs Microsoft Teams
  • Thin client: The endpoint that the user physically interfaces with
  • Teams desktop app: The Teams desktop client app

Teams on VDI requirements

Virtualization provider requirements

The Teams desktop app was validated with leading virtualization solution providers. With multiple market providers, we recommend that you consult your virtualization solution provider to ensure that you meet the minimum requirements.

Currently, Teams on VDI with audio/video (AV) optimization is certified with Azure Virtual Desktop, Citrix, and VMware. Review the information in this section to ensure that you meet all requirements for proper functionality.

Platforms certified for Teams

The following platforms have virtual desktop infrastructure solutions for Teams.

PlatformSolution
Azure Virtual Desktop
Citrix Virtual Apps and Desktops
VMware Horizon

Azure Virtual Desktop

Azure Virtual Desktop provides AV optimization for Teams on VDI. To learn more and requirements and installation, see Use Teams on Azure Virtual Desktop.

Citrix Virtual Apps and Desktops requirements

Citrix Virtual Apps and Desktops (formerly known as XenApp and XenDesktop) provides AV optimization for Teams on VDI. With Citrix Virtual Apps and Desktops, Teams on VDI supports calling and meeting functionality in addition to chat and collaboration.

You can download the latest version of Citrix Virtual Apps and Desktops at the Citrix downloads site. (You'll need to sign in first.) The necessary components are bundled into the Citrix Workspace app (CWA) and Virtual Delivery Agent (VDA) by default. You don't need to install any additional components or plugins on CWA or the VDA.

For the latest server and client requirements, see this Citrix website.

VMware Horizon Workspace and Desktop requirements

VMware Horizon is a modern platform for secure delivery of virtual desktops and apps across the hybrid cloud. To offer a great end-user experience, VMware Horizon provides media optimization for Teams. This optimization improves overall productivity across virtual desktops and apps, and enhances user experience when calling and meeting using Teams.

You can download the latest version of VMware Horizon from the VMware Downloads page. The required media optimization components are part of the Horizon Agent and Horizon Client by default and there's no need to install any additional plug-in to use the optimization feature for Teams.

To get the latest requirements and instructions on how to configure media optimization for Teams, see this VMware website.

Install or update the Teams desktop app on VDI

You can deploy the Teams desktop app for VDI using a per-machine installation or per-user installation using the MSI package. Deciding on which approach to use depends on whether you use a persistent or non-persistent setup and the associated functionality needs of your organization.

For a dedicated persistent setup, either approach would work. However, for a non-persistent setup, Teams requires a per-machine installation in order to work efficiently. See the Non-persistent setup section.

With per-machine installation, automatic updates are disabled. This means that to update the Teams app, you must uninstall the current version to update to a newer version. With per-user installation, automatic updates are enabled. For most VDI deployments, we recommend you deploy Teams using per-machine installation.

To update to the latest Teams version, start with the uninstall procedure followed by latest Teams version deployment.

For Teams AV optimization in VDI environments to work properly, the thin-client endpoint must have access to the internet. If internet access isn't available at the thin-client endpoint, optimization startup won't be successful. This means that the user is in a non-optimized media state.

Dedicated persistent setup

In a dedicated persistent setup, users' local operating system changes are retained after users log off. For persistent setup, Teams supports both per-user and per-machine installation.

The following is the recommended minimum VM configuration.

ParameterWorkstation operating systemServer operating system
vCPU2 cores4,6, or 8
It's important to understand the underlying non-uniform memory access (NUMA) configuration and configure your VMs accordingly.
RAM4 GB512 to 1024 MB per user
Storage8 GB40 to 60 GB

Non-persistent setup

In a non-persistent setup, users' local operating system changes are not retained after users log off. Such setups are commonly shared multi-user sessions. VM configuration varies based on the number of users and available physical box resources.

For a non-persistent setup, the Teams desktop app must be installed per-machine to the golden image. (To learn more, see the Install or update the Teams desktop app on VDI section.) This ensures an efficient launch of the Teams app during a user session.

Using Teams in a non-persistent setup also requires a profile-caching manager, for efficient Teams runtime data synchronization. Efficient data synchronization ensures that the appropriate user-specific information (such as a user's data, profile, or settings) is cached during the user's session. Make sure data in these two folders are synched:

  • C:UsersusernameAppDataLocalMicrosoftIdentityCache (%localAppdata%MicrosoftIdentityCache)
  • C:UsersusernameAppDataRoamingMicrosoftTeams (%appdata%MicrosoftTeams)

Note

A roaming folder (or, if you are using folder redirection, a caching manager) is required to ensure that the Teams app has the runtime data and files required to run the application. This is necessary to mitigate network latency issues or network glitches, which would otherwise cause application errors and a slow experience due to unavailable data and files.

There are a variety of caching manager solutions available. For example, FSLogix. Consult your caching manager provider for specific configuration instructions.

Teams cached content exclusion list for non-persistent setup

Exclude the following from the Teams caching folder, %appdata%/Microsoft/Teams. Excluding these items helps reduce the user caching size to further optimize your non-persistent setup.

  • .txt files
  • Media-stack folder
  • meeting-addinCache (%appdata%MicrosoftTeamsmeeting-addinCache)

Microsoft 365 Apps for enterprise considerations

Consider the following when you deploy Teams with Microsoft 365 Apps for enterprise on VDI.

New deployments of Teams through Microsoft 365 Apps for enterprise

Before you deploy Teams through Microsoft 365 Apps for enterprise, you must first uninstall any pre-existing Teams apps if they were deployed using per-machine installation.

Teams through Microsoft 365 Apps for enterprise is installed per-user. To learn more, see the Install or update the Teams desktop app on VDI section.

Teams deployments through Microsoft 365 Apps for enterprise updates

Teams is also being added to existing installations of Microsoft 365 Apps for enterprise. Since Microsoft 365 Apps for enterprise installs Teams per-user only, see the Install or update the Teams desktop app on VDI section.

Using Teams with per-machine installation and Microsoft 365 Apps for enterprise

Microsoft 365 Apps for enterprise doesn't support per-machine installations of Teams. To use per-machine installation, you must exclude Teams from Microsoft 365 Apps for enterprise. See the Deploy the Teams desktop app to the VM and How to exclude Teams deployment through Microsoft 365 Apps for enterprise sections.

How to exclude Teams deployment through Microsoft 365 Apps for enterprise

To learn more about Teams and Microsoft 365 Apps for enterprise, see How to exclude Teams from new installations of Microsoft 365 Apps for enterprise and Use Group Policy to control the installation of Teams.

Deploy the Teams desktop app to the VM

  1. Download the Teams MSI package that matches your VDI VM operating system using one of the following links:

    Note

    For government clouds, see Install Microsoft Teams using Microsoft Endpoint Configuration Manager for the download links to the MSI files.

    The minimum version of the Teams desktop app that's required is version 1.3.00.4461. (PSTN hold isn't supported in earlier versions.)

  2. Install the MSI to the VDI VM by running one of the following commands:

    • Per-user installation (default)

      This process is the default installation, which installs Teams to the %AppData% user folder. At this point, the golden image setup is complete. Teams won't work properly with per-user installation on a non-persistent setup.

    • Per-machine installation

      This process adds a required registry key to the machine that lets the Teams installer know it is a VDI instance. Without it, the installer will error out, stating: 'Installation has failed. Cannot install for all users when a VDI environment is not detected.'

      This process installs Teams to the Program Files (x86) folder on a 64-bit operating system and to the Program Files folder on a 32-bit operating system. At this point, the golden image setup is complete. Installing Teams per-machine is required for non-persistent setups.

      The next interactive logon session starts Teams and asks for credentials.

      Note

      These examples also use the ALLUSERS=1 parameter. When you set this parameter, Teams Machine-Wide Installer appears in Programs and Features in Control Panel and in Apps & features in Windows Settings for all users of the computer. All users can then uninstall Teams if they have admin credentials.It's important to understand the difference between ALLUSERS=1 and ALLUSER=1. The ALLUSERS=1 parameter can be used in non-VDI and VDI environments, while the ALLUSER=1 parameter is used only in VDI environments to specify a per-machine installation.

  3. Uninstall the MSI from the VDI VM. There are two ways to uninstall Teams.

    • PowerShell script: You can use this PowerShell script to uninstall Teams and remove the Teams folder for a user. Run the script for each user profile in which Teams was installed on the computer.

    • Command line: Run the following command.

      This process uninstalls Teams from the Program Files (x86) folder or Program Files folder, depending on the operating system environment.

Teams on VDI performance considerations

There are a variety of virtualized setup configurations, each with a different focus for optimization. For example, a configuration might focus on user density. When planning, consider the following to help optimize your setup based on your organization's workload needs.

  • Minimum requirement: Some workloads might require a setup using resources that are above the minimum requirements. For example, workloads for developers who use applications that demand more computing resources.
  • Dependencies: These include dependencies on infrastructure, workload, and other environmental considerations outside the Teams desktop app.
  • Disabled features on VDI: Teams disables GPU-intensive features for VDI, which can help improve transient CPU utilization. The following features are disabled:
    • Teams CSS animation
    • Giphy auto-start

Teams on VDI with calling and meetings

In addition to chat and collaboration, Teams on VDI with calling and meetings is available with supported virtualization provider platforms. Supported features are based on the WebRTC media stack and virtualization provider implementation. The following diagram provides an overview of the architecture.

Important

If you currently run Teams without AV optimization in VDI and you use features that are not supported yet for optimization (such as Give and take control when app sharing), you have to set virtualization provider policies to turn off Teams redirection. This means that Teams media sessions won't be optimized. For steps on how to set policies to turn off Teams redirection, contact your virtualization provider.

Network requirements

We recommend that you evaluate your environment to identify any risks and requirements that can influence your overall cloud voice and video deployment. Use the Skype for Business Network Assessment Tool to test whether your network is ready for Teams.

To learn more about how to prepare your network for Teams, see Prepare your organization's network for Teams.

Migrate from Skype for Business on VDI to Teams on VDI

If you're migrating from Skype for Business on VDI to Teams on VDI, besides the differences between the two applications, there are some differences when VDI is also implemented. Some capabilities that aren't currently supported in Teams VDI that are in Skype for Business VDI are as follows:

  • Per-platform policy to disable some AV features in VDI
  • Give and take control when app sharing
  • Screen share from chat without audio
  • Simultaneous video and screen sharing send and receive

Teams on Chrome browser versus Teams desktop app for VDI

Teams on Chrome browser doesn't provide a replacement for the Teams desktop app for VDI with AV optimization. The chat and collaboration experience works as expected. When media is needed, there are some experiences that might not meet user expectations on the Chrome browser:

  • The audio and video streaming experience might not be optimal. Users might experiences delays or reduced quality.
  • Device settings aren't available in browser settings.
  • Device management is handled through the browser and requires multiple settings in browser site settings.
  • Device settings might also need to be set in Windows device management.

Teams on VDI with chat and collaboration

If your organization wants to only use chat and collaboration features in Teams, you can set user-level policies to turn off calling and meeting functionality in Teams.

Set policies to turn off calling and meeting functionality

You can set policies by using the Microsoft Teams admin center or PowerShell. It might take some time (a few hours) for the policy changes to propagate. If you don't see changes for a given account immediately, try again in a few hours.

Calling polices: Teams includes the built-in DisallowCalling calling policy, in which all calling features are turned off. Assign the DisallowCalling policy to all users in your organization who use Teams in a virtualized environment.

Meeting policies: Teams includes the built-in AllOff meeting policy, in which all meeting features are turned off. Assign the AllOff policy to all users in your organization who use Teams in a virtualized environment.

Assign policies using the Microsoft Teams admin center

To assign the DisallowCalling calling policy and the AllOff meeting policy to a user:

  1. In the left navigation of the Microsoft Teams admin center, go to Users.
  2. Select the user by clicking to the left of the user name, and then click Edit settings.
  3. Do the following:
    1. Under Calling policy, click DisallowCalling.
    2. Under Meeting policy, click AllOff.
  4. Click Apply.

To assign a policy to multiple users at a time:

  1. In the left navigation of the Microsoft Teams admin center, go to Users, and then search for the users or filter the view to show the users you want.
  2. In the (check mark) column, select the users. To select all users, click the ✓ (check mark) at the top of the table.
  3. Click Edit settings, make the changes that you want, and then click Apply.

Or, you can also do the following:

  1. In the left navigation of the Microsoft Teams admin center, go to the policy you want to assign. For example:
    • Go to Voice > Calling policies, and then click DisallowCalling.
    • Go to Meetings > Meeting policies, and then click AllOff.
  2. Select Manage users.
  3. In the Manage users pane, search for the user by display name or by user name, select the name, and then click Add. Repeat this step for each user that you want to add.
  4. When you're finished adding users, click Save.

Assign policies using PowerShell

The following example shows how to use the Grant-CsTeamsCallingPolicy to assign the DisallowCalling calling policy to a user.

To learn more about using PowerShell to manage calling policies, see Set-CsTeamsCallingPolicy.

The following example shows how to use the Grant-CsTeamsMeetingPolicy to assign the AllOff meeting policy to a user.

To learn more about using PowerShell to manage meeting policies, see Set-CsTeamsMeetingPolicy.

Migrate Teams on VDI with chat and collaboration to optimize Teams with calling and meetings

If you have an existing implementation of Teams on VDI with chat and collaboration in which you had set user-level policies to turn off calling and meeting functionality, and you're migrating to Teams with AV optimization, you must set policies to turn on calling and meeting functionality for those Teams on VDI users.

Set policies to turn on calling and meeting functionality

You can use the Microsoft Teams admin center or PowerShell to set and assign calling and meeting policies to your users. It can take some time (a few hours) for policy changes to propagate. If you don't see changes for a given account immediately, try again after a few hours.

Calling polices: Calling policies in Teams control which calling features are available to users. Teams includes the built-in AllowCalling calling policy, in which all calling features are turned on. To turn on all calling features, assign the AllowCalling policy. Or, create a custom calling policy to turn on the calling features that you want and assign it to users.

Meeting policies: Meeting policies in Teams control the types of meetings that users can create and the features that are available to meeting participants that are scheduled by users in your organization. Teams includes the built-in AllOn meeting policy, in which all meeting features are turned on. To turn on all meeting features, assign the AllOn policy. Or, create a custom meeting policy to turn on the meeting features that you want and assign it users.

Assign policies using the Microsoft Teams admin center

To assign the AllowCalling calling policy and the AllOn meeting policy to a user:

  1. In the left navigation of the Microsoft Teams admin center, go to Users.
  2. Select the user by clicking to the left of the user name, and then click Edit settings.
  3. Do the following:
    1. Under Calling policy, click AllowCalling.
    2. Under Meeting policy, click AllOn.
  4. Click Apply.

To assign a policy to multiple users at a time:

  1. In the left navigation of the Microsoft Teams admin center, go to Users, and then search for the users or filter the view to show the users you want.
  2. In the (check mark) column, select the users. To select all users, click the (check mark) at the top of the table.
  3. Click Edit settings, make the changes that you want, and then click Apply.

Or, you can also do the following:

  1. In the left navigation of the Microsoft Teams admin center, go to the policy you want to assign. For example:
    • Go to Voice > Calling policies, and then click AllowCalling.
    • Go to Meetings > Meeting policies, and then click AllOn.
  2. Select Manage users.
  3. In the Manage users pane, search for the user by display name or by user name, select the name, and then click Add. Repeat this step for each user that you want to add.
  4. When you're finished adding users, click Save.

Assign policies using PowerShell

The following example shows how to use the Grant-CsTeamsCallingPolicy to assign the AllowCalling calling policy to a user.

To learn more about using PowerShell to manage calling policies, see Set-CsTeamsCallingPolicy.

The following example shows how to use the Grant-CsTeamsMeetingPolicy to assign the AllOn meeting policy to a user.

To learn more about using PowerShell to manage meeting policies, see Set-CsTeamsMeetingPolicy.

Control fallback mode in Teams

When users connect from an unsupported endpoint, the users are in fallback mode, in which AV isn't optimized. You can disable or enable fallback mode by setting one of the following registry DWORD values:

  • HKEY_LOCAL_MACHINESOFTWAREMicrosoftTeamsDisableFallback
  • HKEY_CURRENT_USERSOFTWAREMicrosoftOfficeTeamsDisableFallback

To disable fallback mode, set the value to 1. To enable audio only, set the value to 2. If the value isn't present or is set to 0 (zero), fallback mode is enabled.

This feature is available in Teams version 1.3.00.13565 and later.

Disable audio and video settings for VDI

Teams VDI policies are available in the Microsoft Teams module. These policies are active and enforced on non-optimized VDI environments.

  • New-CsTeamsVdiPolicy
  • Grant-CsTeamsVdiPolicy
  • Remove-CsTeamsVdiPolicy
  • Set-CsTeamsVdiPolicy

Update a module name

update-Module -Name MicrosoftTeams -AllowPrerelease

Set policies to limit calling features

When users with this VDI Policy setting -DisableCallsAndMeetings $true to sign in to Teams on VDI, they shouldn't be able to:

  • Make calls.
  • Join meetings.
  • Do a screen share from chat.

All types of calling should be disabled.

Note

This is only for non-optimized environments.

When users with the VDI Policy setting -DisableAudioVideoInCallsAndMeetings $true sign in to Teams on VDI, they should be able to:

  • Do a screen share from chat.
  • Join a meeting and share a screen. Move their audio to a phone.
  • Users shouldn't be able to do a person-to-person audio and video call from VDI.

Known issues and limitations

Client deployment, installation, and setup

  • With per-machine installation, Teams on VDI isn't automatically updated in the way that non-VDI Teams clients are. You have to update the VM image by installing a new MSI as described in the Install or update the Teams desktop app on VDI section. You must uninstall the current version to update to a newer version.
  • In Citrix environments, if the user disconnects from the Virtual Machine while Teams is running, Teams updates can result in the user to be in a non-optimized state for AV when they reconnect. We recommend that users quit Teams before they disconnect from Citrix Virtual Machine to avoid this scenario.
  • Teams should be deployed either per user or per machine. Deployment of Teams for concurrent per user and per machine is not supported. To migrate from either per machine or per user to one of these modes, follow the uninstall procedure and redeploy to either mode.
  • Azure Virtual Desktop doesn't support macOS and Linux-based clients at this time.
  • Fast tenant switch can result in calling-related issues on VDI such as screen sharing not available. Restarting the client will mitigate these issues.

Calling and meetings

The following calling and meeting features are not supported:

  • Any multi-window functionality like the new meeting experiences or any functionality that comes with the new meeting experience
  • Enhanced emergency services
  • HID buttons and LED controls between the Teams app and devices
  • Background blur and effects
  • Broadcast and live event producer and presenter roles
  • Location-Based Routing (LBR)
  • PSTN call ringback tone
  • Shared system audio/computer sound
  • Media bypass for Direct Routing
  • Call park
  • Zoom control

Note

We're working on adding calling and meeting features that are currently only available in non-VDI environments. These might include more admin control over quality, additional screen sharing scenarios, and advanced features recently added to Teams. Contact your Teams representative to learn more about upcoming features.

The following are known issues and limitations for calling and meetings:

  • Interoperability with Skype for Business is limited to audio calls; there is no video modality.
  • Incoming and outgoing video stream resolution is limited to 720p resolution.
  • Only one video stream from an incoming camera or screen share stream is supported. When there's an incoming screen share, that screen share is shown, instead of the video of the dominant speaker.
  • Teams doesn't switch to use the last audio device that a user selected, if the device is disconnected, and then reconnected.
  • Live events are not optimized.
  • Outgoing screen sharing:
    • Application sharing is not supported.
  • Give control and take control:
    • Not supported during a screen sharing or application sharing session.
    • Supported during a PowerPoint sharing session.
  • Citrix-only limitations
    • High DPI scaling on CWA is not supported.
Microsoft

For Teams known issues that aren't related to VDI, see Support Teams in your organization.

Troubleshooting

Troubleshoot Citrix components

Teams crashes or the Teams sign in screen is blank

This is a known issue with Citrix VDA versions 1906 and 1909. To work around this issue, add the following registry DWORD value, and set it to 204 (hexadecimal).

HKEY_LOCAL_MACHINESOFTWARECitrixCtxHookAppInit_DllsSfrHookTeams.exe

Then, restart VDA. To learn more, see this Citrix support article, Troubleshooting HDX optimization for Teams.

Related topics

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There are three types of log files automatically produced by the client, which can be leveraged to assist in monitoring and troubleshooting Teams:

This article describes these logs and how they are used. For information about troubleshooting specific issues, see: Teams Troubleshooting. For information about how to contact support, see Get support. When creating a support request with Microsoft Support, the support engineer will require the debug logs. Having the debug logs on hand before creating the support request will allow Microsoft to quickly start troubleshooting the problem. Media or Desktop logs are only required if requested by Microsoft.

Note

In this article, the term Debug logs refers to the logs that are used for troubleshooting. However, the files that are generated for these logs will contain the term diagnostic logs in their names.

Collect and enable logging

It’s important to collect logs as soon as an issue occurs. The logs can be collected together with just a couple of clicks.

Windows:Right-click on the Teams icon in the system tray and choose Collect support files.

Mac:Select the Help menu and choose Collect support files.

Debug, Desktop, and Media logs will be collected in one folder with the name MSTeams Diagnostics Log <local data and time>. This folder can be compressed and shared when you open a support request with Microsoft Support. The folder will contain folders for Desktop, Meeting (Media), and Debug (web). You can collect the files using the following keyboard shortcuts:

Windows:Ctrl + Alt + Shift + 1

Mac:Option + Command + Shift + 1

Media logging is turned off by default. To enable Media logging, users must turn on the option in the Teams client. Go to Settings > General, and select Enable logging for meeting diagnostics (requires restarting Teams). The Teams client must be restarted for logging to begin.

If a problem occurs with a specific meeting or live event, it's helpful to have the URL associated with the meeting. This provides additional information to help pinpoint the exact meeting or live event in the logs. This information can be collected from any participant for a meeting or from presenter or producer for a live event. This URL can be captured by hovering over the join URL and choosing Copy Hyperlink.

Note

If Media logging is enabled, there will be additional files included in the Meeting folder which are necessary for investigating audio and video issues. If Media logging is not enabled, there will be a limited number of logs available.

Note

The debug logs were previously collecting using the keyboard shortcuts below. These still function and will complete the same log capture as the Collect support files option.

Microsoft Teams App Crashing

Windows:Crtl + Alt + Shift + 1

Mac:Option + Command + Shift + 1

The following table outlines the various clients and their associated logs. Log files are stored in locations specific to the client and operating system.

ClientDebugDesktopMedia
WebX--
WindowsXXX
Mac OSXXXX
LinuxXXX
iOS---
Android---

For a complete list of supported operating systems and browsers, see Get clients for Microsoft Teams.

Debug logs

See the Collect and enable logging section for Windows and Mac instructions. Debug logs are produced by the Windows and Mac desktop clients, as well as by browser-based clients. The logs are text-based and are read from the bottom-up. They can be read using any text-based editor, and new logs are created when logging into the client.

Debug logs show the following data flows:

  • Login

  • Connection requests to middle-tier services

  • Call/conversation

Microsoft Teams Crashes On Mac Computer

To collect logs for Linux:Keyboard shortcut: Ctrl + Alt + Shift + 1
The files will be available in ~/Downloads

To collect logs for Browser and Windows:Keyboard shortcut: Ctrl + Alt + Shift + 1
The files will be available in %userprofile%Downloads

Media logs

See the Collect and enable logging section for Windows and Mac instructions. Media logs contain diagnostic data about audio, video, and screen sharing in Teams meetings. They are required for support cases that are linked to call-related issues.

Media logging is turned off by default. To log diagnostic data for Teams meetings, users must turn on the option in the Teams client. Go to Settings > General, select the Enable logging for meeting diagnostics (requires restarting Teams) check box, restart Teams, and reproduce the issue.

When you send the log files to Microsoft support, please verify the timestamp of the log files to ensure the logs cover the time frame when you reproduced the issue.

To collect logs for Linux:
The files will be available in ~/.config/Microsoft/Microsoft Teams/media-stack/*.blog and ~/.config/Microsoft/Microsoft Teams/skylib/*.blog.

To collect logs for Windows:
The files will be available in %userprofile%DownloadsMSTeams Diagnostics Logmeetingmedia-stack*.blog and %userprofile%DownloadsMSTeams Diagnostics Logmeetingskylib*.blog.

Here's a list of the log files that are generated and the information they contain.

Log file nameDescription
Teams.msrtc-0-s1039525249.blogContains information related to the media stack. This includes channel status such as resolution, decoders and encoders used, and the number of frames sent and received, and camera and video-based screen sharing (VBSS) session status.
rtmcontrol.msrtc-0-2415069487.blogRecords information related to remote control actions, such as the time stamp when control is given, and mouse pointer information.
Teams_MediaStackETW-2-U-xr-U.etlRecords media stack trace events.
Debug-0-s2790420889.blogContains information related to the media agent, including rendering quality.
tscalling-0-2061129496.blogRecords events in the ts-calling API.

Desktop logs

See the Collect and enable logging section for Windows and Mac instructions. Desktop logs, also known as bootstrapper logs, contain log data that occurs between the desktop client and the browser. Like media logs, these logs are only needed if requested by Microsoft. The logs are text-based and can be read using any text-based editor in a top-down format.

Teams Keeps Crashing Computer

To collect logs for Linux:Click on the Microsoft Teams icon in your system tray, and select Get Logs.The files will be available in ~/.config/Microsoft/Microsoft Teams/logs.txt.

To collect logs for Windows:Click on the Microsoft Teams icon in your system tray, and select Get Logs.The logs.txt file will be opened in Notepad automatically.

Browser trace

For some categories of errors, Microsoft Support might require you to collect a browser trace. This information can provide important details about the state of the Teams client when the error occurs.

Before you start the browser trace, make sure that you’re signed in to Teams. It's important to do this before you start the trace so that the trace doesn't contain sensitive sign-in information.

After you’re signed in, select one of the following links, as appropriate for your browser, and follow the provided steps.

Note

Teams keeps crashing computer

In the steps, replace all references to the Azure portal with the Teams client.

WebRTC logs in browsers

WebRTC logs can assist Microsoft Support by providing connection details for audio and video calls. Follow the steps to access the WebRTC logs in Edge (Chromium) or Chrome:

  1. Open a new tab and go to one of the following URLs:

    • Edge (Chromium): 'edge://webrtc-internals/'
    • Chrome: 'chrome://webrtc-internals/'
  2. Open the Teams Web application and reproduce the problem.

  3. Go back to the tab that was accessed in step 1 and you will see at least two tabs:

    • GetUserMedia Requests
  4. Choose the tab with the name of the Teams application and save the page content.

Related topics

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