Microsoft 365 Alert – Service Degradation – Microsoft Teams – Some users experience intermittent video freezes or crashes during Microsoft Teams Rooms (MTR) conference calls – RESOLVED

Announcements Habiba Tabasum

22/09/2023 09:13:00 AM (GMT)

NHSmail Reference : INC38426705

Microsoft Reference : TM676349

Issue Status : RESOLVED

Issue Description : Users may experience intermittent video freezes or crashes during MTR conference calls.

More info : Some MTR-WHP Mini Compute and Poly GC8 Touch Controller device users experience intermittent video freezes or crashes during MTR conference calls. Audio is not impacted and restarting the device may help relieve the impact.

Additionally, as Microsoft are proceeding with the longer-term fix for this issue, admins may be able to roll back Intel Driver version 31.0.101.4502 to version 31.0.101.4274 on affected devices to alleviate impact.

Final Update : 25/09/2023 08:43:00 AM – After further investigation and review, Microsoft have verified that blocking the incompatible driver has successfully remediated the problem. Admins don’t need to roll back the third-party driver. They have received further verification from users that blocking the incompatible third-party driver has remediated the impact

Scope of impact : Your organization is impacted by this event, and some users may experience intermittent video freezes or crashes during MTR conference calls.

Root Cause : A compatibility issue revealed by Intel Driver version 31.0.101.4502 is causing ‘pluginHost’ to crash, resulting in impact.

Next steps : Microsoft are investigating how the compatibility issue revealed by Intel Driver version 31.0.101.4502 was causing ”pluginHost” to crash to prevent this problem from happening again.