Teams Unresponsive/not functioning

Question

Teams Unresponsive/not functioning

Steve Bamelis 25

Hello,

I recently bought a new laptop. I have installed and updated all software I need.
Everything from software to drivers etc are all updated to the latest versions.
My laptop is working fine with almost all of my programs I use. Except for Teams.

My first call I have is working ok (not 100% but ok), then I have to go to another call/meeting and then it is not working at all. It hangs, does not respond, if I get through then my headset is not working (I have to unplug it, wait, plug it back in). It is frustrating as hell.

I looked online for solutions, I asked CoPilot, ChatGPT. but no solutions to be found.

I almost have the impression that the problem is with my hardware. When I use Teams on my mobile phone I do not have issues.

Some information:

Teams version 25185.410.3812.8024
Windows 11 Pro 24H2
Intel Core Ultra 5 125H (Intel Arc Graphics)
2x32GB DDR5-5600 Corsair
2TB Samsung SSD 990 Pro

This is for my work I'm using Teams and I can't work properly like this.

I also already tried: Repair, uninstall/reinstall, customize graphics settings - uncheck optimisations for windowed games

Anybody out there that can give any information or help.

Thanks,

Steve

Some screens:

Screen is unresponsive. Can't drag. If I do it, it moves after 30 seconds or longer 01.08.2025_08.32.27_REC

After I stop the call I get grey window that stays there for seconds.

01.08.2025_08.34.36_REC

Accepted answer

4 additional answers

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Answer 1

Hi @Steve Bamelis

Thank you so much for the detailed follow-up. Pinpointing the issue specifically to the USB headset on both your new and old laptops is a crucial discovery. This new information helps us shift our focus from a general application or graphics issue to a more specific conflict between Microsoft Teams and the USB audio device.

Based on your findings, here are the most likely causes:

1. USB Driver Conflict: The generic Windows USB audio drivers, or specific drivers for your headset, might have a conflict with how Teams initializes or manages audio devices during a call. When you join a meeting, Teams takes control of the audio device, and a faulty driver could cause the application to hang.

2. USB Power Management: Windows aggressively tries to save power by putting USB devices into a suspended state. When Teams tries to "wake up" the headset for a call, the device might not respond correctly or quickly enough, leading to a freeze. This is a very common issue with USB peripherals.

3. Audio "Exclusive Mode": Windows has a setting that allows an application to take exclusive control of an audio device. If this is enabled for your headset, it can cause conflicts when Teams tries to access it, especially if another application has previously used it.

4. Headset Firmware: The headset itself might have firmware that doesn't fully comply with the protocols Teams uses, leading to an unstable state when put under the specific load of a call.

Let's try to resolve this with a more targeted approach. Please try these steps in order:

Step 1: Check for Specific Headset Drivers

Instead of relying on Windows to automatically install drivers, please check the headset manufacturer's official website for any specific drivers or firmware updates for your headset model. Installing the official software package often resolves these kinds of conflicts.

Step 2: Disable USB Power Saving (Highly Recommended)

This step prevents Windows from putting your USB ports to sleep, which can often fix issues with unresponsive peripherals.

Press the Windows Key + X and select Device Manager.
Expand the Universal Serial Bus controllers section.
Right-click on each item named USB Root Hub (you may have several) and go to Properties.

Go to the Power Management tab.

Uncheck the box that says "Allow the computer to turn off this device to save power".
1. Click OK and repeat for all USB Root Hubs.
2. Restart your computer and test Teams again.

If you don’t see the “Power Management” tab in Device Manager, you can disable USB selective suspend via Power Options:

Open Control Panel > Power Options
Click “Change plan settings” next to your active power plan
Click “Change advanced power settings”

User's image Expand “USB settings” > “USB selective suspend setting”

Set it to “Disabled”
Click Apply and OK, then restart your PC

Step 3: Disable Audio Exclusive Mode

Right-click the speaker icon in your system tray and select Sounds.
Go to the Playback tab.
Find your USB headset, right-click it, and select Properties.
Go to the Advanced tab.
Under Exclusive Mode, uncheck both boxes: "Allow applications to take exclusive control of this device" and "Give exclusive mode applications priority".
Click Apply, then OK. Restart Teams and test.

User's image

Please try the steps above and let us know how it goes. Your feedback will help us continue supporting you and ensure we find a lasting solution.

If these new steps resolve the problem, I would be grateful if you would consider marking this new reply as the answer. This will not only confirm the fix for me but, more importantly, will help other community members who might be running into the exact same USB headset conflict.

Thank you again for your patience and collaboration on this.

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

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Steve Bamelis 25 Reputation points

2025-08-11T11:54:02.0366667+00:00

Hi,

I followed the step "Disable USB Power Saving" and this did not result in a better behaviour.

My first call after this change was ok and I did not have any issue.
After some time I did a new call, my USB headset still in, and the call is unresponsive.
The other person on the other side of the line is getting the call and he picks up but does not get me through as Teams is unresponsive for me.
I need to unplug my headset and then it works perfectly again.

Btw, this is a cheap headset, EPOS Sennheisers.

fyi

In regards to drivers for this device. They rely on the generic drivers of windows. There are no specific drivers to be found on the support page of the manifacturer.

My next test was attaching a USB hub to my USB-C type connector and connecting my USB-A to the hub. First call no issue. Then waiting some time.

I got a next call and was able to pick up just fine, the call took around 20 minutes. When I closed the call the window was again freezing for about 10 seconds.

This would imply indeed something with the power savings. But all has been adjusted as mentioned above. And I restarted my machine after making those changes.

And when I use Bluetooth there is no issue.
Mike 0 Reputation points

2025-08-11T11:58:33.6633333+00:00

Interesting, as I probably mentioned before, our org is having this exact same issue.

We use EPOS SC60 USB headsets generally but have some Plantronics around too, we've found its only the EPOS devices that have the issue on the whole.
Demi-N 2,485 Reputation points Microsoft External Staff Moderator

2025-08-12T08:32:13.4033333+00:00

Hi @Steve Bamelis

Thank you again for your detailed testing and follow-up.

Based on your observations and the confirmation from another user experiencing similar issues with EPOS headsets, it appears that this behavior is specific to certain headset models. Since Teams works flawlessly with your Bluetooth headset and the issue persists across different machines and setups, this strongly suggests a compatibility limitation between Teams and the EPOS headset.

As a Microsoft moderator, my focus is to support issues related to Microsoft products such as Teams. I have limited visibility and expertise when it comes to diagnosing problems caused by third-party hardware.

While we cannot directly troubleshoot third-party headset firmware or driver-level issues, we highly recommend the following:

Contact EPOS Support: Given that this appears to be a hardware-specific issue, reaching out to EPOS directly would be the best course of action. Their support team may have firmware updates, configuration guidance, or known workarounds that are tailored to their devices. This ensures that any solution is accurate and does not risk affecting the performance or integrity of the headset.

If switching to a different headset is an option for you, it may help avoid these interruptions and ensure a smoother Teams experience.

We truly appreciate your patience and collaboration. Please let us know if you need help testing with another device or have further questions.

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

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Steve Bamelis 25 Reputation points

2025-08-13T13:09:57.02+00:00

@Mike, did you install EPOS Connect application and see if the driver can be updated?
I installed it and there was a newer version.
Did my call with Teams and no issue.

But then some time later I was looking some video's on youtube. First vid no problem, te second also no issue, but the third one was not loading. I had to pull out my headset from the USB to get it to stream the video.Then in the afternoon I had a new meeting (1,5 hours), no issue.
The meeting was done, and Teams reacted normal.
To be sure I did a new call to someone else and unfortunately the problem is back.
The call is not getting through, I stop the call, Teams freezes. I have to unplug the USB to get it responsive again.

In the meantime I have contacted EPOS and I sent them also all this information.
Bradshaw, Mike 0 Reputation points

2025-08-27T07:17:17.7933333+00:00

Posted with wrong acct
Mike 0 Reputation points

2025-08-27T07:25:44.5766667+00:00

Apologies Steve I've only just spotted your comment.

Yes I installed the EPOS Connect app and the headset firmware was already up to date. I didn't see anything about drivers though, whenever its connected it picks up a generic Microsoft driver, 19th June 2025 10.0.26100.4484

I can replicate this issue on a Windows 10 machine, totally different hardware, although the audio HW is still Realtek and Intel SST, their drivers are different versions. The only constant I can see is the version of Teams and the headset, we've been using these headsets for a couple of years on Win10 without issue, which then leaves the Teams changes in my view.

I've also reported this to EPOS and they asked for and have been sent the extended Teams logs, I'm waiting to hear back from them at the moment, will update if they can see any issues.

Answer 2

Steve Bamelis 25

I have done Step 2: Clear the "New" Teams Cache And until now Teams is working ok.

Also Mike thanks for that suggestion. If I would encounter again issues with it I will certainly try that also.

Demi-N 2,485 Reputation points Microsoft External Staff Moderator

2025-08-05T14:40:11.7633333+00:00

Hi @Steve Bamelis Thank you so much for your kind feedback! I'm very happy to hear that my suggestions were helpful.

It was my pleasure to assist you. Should you have any further questions in the future, please feel free to reach out to our team at any time.

Wishing you a great rest of your week!
Mike 0 Reputation points

2025-08-05T14:46:38.4266667+00:00

Glad you got it fixed.

Do please add a note if it comes back and the new calendar toggle helps, we're seeing this issue quite a lot but not many people seem to be having the same issue - until I came across this thread of course :-)

Answer 3

Hi @Steve Bamelis

Thank you for reaching out and providing such a detailed description of the issue

Based on your symptoms (Teams freezing after the first call, "Not Responding" state) and your hardware setup (Intel Core Ultra CPU with integrated Arc graphics), the issue likely stems from a compatibility conflict between Teams' GPU acceleration and the new graphics drivers.

Please try the following solutions in the order listed.

Step 1: Update Graphics Driver Directly from Intel (Highest Priority)

This is the most critical step. A newer driver directly from Intel might contain specific fixes for this type of application conflict, which would resolve the root cause.

Go to the official Intel Driver & Support Assistant (iDSA) page: https://www.intel.com/content/www/us/en/support/detect.html
Download and run the tool. It will automatically detect your Intel Core Ultra processor and recommend the latest official drivers for your integrated Intel Arc graphics.
Install any available updates and restart your computer. After restarting, test Teams thoroughly with multiple calls.

Note: Microsoft is providing this information as a convenience to you. The sites are not controlled by Microsoft. Microsoft cannot make any representations regarding the quality, safety, or suitability of any software or information found there. Please make sure that you completely understand the risk before retrieving any suggestions from the above link

Step 2: Clear the "New" Teams Cache

If the driver update alone doesn't work, let's ensure Teams starts with a clean slate.

Completely quit Teams (right-click the Teams icon in your system tray and select Quit).
Press the Windows Key + R to open the Run dialog.
Copy and paste the following path and press Enter: %localappdata%\Packages\MSTeams_8wekyb3d8bbwe
Delete all the files and folders inside this directory. This will not delete your chats, but it will require you to sign in again.
Restart Teams.

Step 3: Switch to Classic Teams (If Available)

If your organization still allows it, this is the most stable workaround.

Open Teams > Click the three dots (...) > Settings.
In the General tab, turn off the toggle for New Teams.
Teams will restart in the Classic version.

User's image

Once in Classic Teams:

Go to Settings > General.
Check the box for Disable GPU hardware acceleration.
Restart Teams when prompted.

Note: If you do not see the toggle, it means Classic Teams has been disabled by your organization or Microsoft, and unfortunately, GPU acceleration cannot be disabled in New Teams at this time.

If the toggle to revert to Classic Teams is not available, the best path forward is:

Ensure your graphics drivers are fully updated.
Minimize GPU load by disabling background effects in Teams.
Monitor future Teams updates, as Microsoft may reintroduce more granular performance controls.

I hope this detailed guide is helpful. Please feel free to reach out if you have any questions during the process.

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

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User's image

Demi-N 2,485 Reputation points Microsoft External Staff Moderator

2025-08-05T08:50:19.78+00:00

Hi @Steve Bamelis

Just checking in to see if the above information was helpful. If you have any further updates on this issue, please feel free to post back.

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.
Demi-N 2,485 Reputation points Microsoft External Staff Moderator

2025-08-10T08:58:06.7466667+00:00

Hi @Steve Bamelis

I hope this message finds you well.

I truly want to ensure your experience is as smooth as possible. If your problem is still ongoing or if you have faced any new difficulties, please share more details about the current steps you are stuck on. I am here and happy to provide further help whenever you need it.

While waiting for your response, I will continue tracking other customer questions on the forum to ensure everyone receives timely support. If you have additional questions, please feel free to tag my name in your reply so I can assist you promptly and more personally.

Looking forward to hearing from you soon.

Answer 4

Mike 0

Could you turn off the 'New Calendar' feature and see if that improves your experience?

I've had some success with this issue by doing that, but not in 100% of cases.

Mike 0 Reputation points

2025-08-05T12:04:45.0466667+00:00

For context, this issue started for my org with version 25163.3611.3774.6315 and continues into version 25185.410.3812.802

Answer 5

Hi,

I have unaccepted the first answer because I found further issues in regards to this.

What I have noticed is that, when I use a USB headset, that then Teams is behaving like I stated in my post.
When I unplug the USB headset is working properly.

I tried in different order, starting meeting, plugging in the headset, no sound. Plugging in the headset then start the meeting, it takes forever that the meeting starts.

I have tried this on my new laptop and to be sure I tried this on my old laptop.
I have the same behaviour on the old laptop to.

On my new laptop I then tried with my Sony Bluetooth headset and that worked fine.

In light of this new information can someone tell me what could be the reason for this?

kind regards,

Steve

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