Microsoft 365 Alert – Service Degradation – Microsoft Teams – Teams users with Human Interface Devices (HID) may experience persisting dial tones or other degraded functionality – RESOLVED

17/02/2023 13:26:00 PM (GMT)

NHSmail Reference : INC34376689

Microsoft Reference : TM517049

Issue Status : RESOLVED

Issue Description : Teams users with Human Interface Devices (HID) may experience persisting dial tones or other degraded functionality.

More Information : This issue only affects the Teams desktop client and Windows Microsoft Teams Room (MTR) devices, and only when those devices had an HID connected during a recently terminated meeting. Users may experience the following impact scenarios:

– Device peripheral call indicators, such as an LED display, may not turn off as expected when a Teams meeting ends.

– For users utilizing on-premises Skype for Business with Microsoft Teams in coexistence mode, a persistent dial-tone during Microsoft Teams calls may be experienced.

– If users were muted during a meeting, users may experience being unable to unmute during subsequent meetings. Users may restart their Microsoft Teams client to mitigate this impact.This commonly affects users with a HID such as an audio headset. More information regarding HIDs can be found here: the fix is being deployed, we can disable the HID feature for your organization to temporarily mitigate this issue if requested. However, users won’t be able to use Mute/Unmute or Hook/OffHook controls from their headset devices until the full fix is available.

Final Update : 02/03/2023 09:15:00 AM – The fix has completed deployment and Microsoft have confirmed through subsequent observations that the problem is fixed. Affected MTR devices and Teams clients will need to be restarted to fully remediate the issue.

Scope of impact : This issue specifically affected Microsoft Teams users with a HID connected, and only impacted the Microsoft Teams desktop client and Windows MTR devices.

Root cause : Changes to improve the HID feature for Microsoft Teams users introduced a code issue, causing degraded functionality to some users with these device types attached to their Teams client.

Next steps : Microsoft are evaluating our pre-deployment validation testing to better isolate and repair related code issues in advance of release and reduce the risk of similarly impacting events.

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