Microsoft 365 Alert – Service Degradation – Microsoft Teams – Some users can’t access the new Microsoft Teams desktop client after installing a specific system driver – RESOLVED

Announcements Habiba Tabasum

25/04/2024 09:39:00 AM

NHSMail Reference: INC42668181

Microsoft Reference: TM785178

Issue Status: RESOLVED

Issue Description: Users can’t access the new Microsoft Teams desktop client after installing a specific system driver.

More info: Impact is limited to a small subset of users who have installed Pleora eBus SDK on their Windows device. While we work to resolve this issue, affected users can bypass impact by uninstalling the affected driver using the following steps:

1. Open the command prompt with administrator privileges.

2. Run the following commands:

– cd C:\Program Files\Common Files\Pleora\eBUS SDK
regsvr32 /u PvDSSource64.ax

– cd C:\Program Files (x86)\Common Files\Pleora\eBUS SDK
regsvr32 /u PvDSSource.ax

Final Update: 17/05/2024 08:16:00 AM – Deployment of the fix is complete, and Microsoft have confirmed with some previously affected users that impact is remediated for users that have installed the update for the Microsoft Teams desktop client containing the fix (24102.2223.2870.9480). They recommend that users who are still experiencing impact ensure that they have installed the most recent Microsoft Teams desktop client update to resolve the issue.

Scope of impact: Any user attempting to access the Microsoft Teams desktop client after installing Pleora eBus SDK on their Windows device may be impacted.

Root Cause: A code issue within the new Microsoft Teams desktop client code base is preventing the client from starting after the affected driver is installed, leading to impact.

Next steps: Microsoft are reviewing their Microsoft Teams desktop client code base maintenance procedures to assist them in formulating methods to more quickly identify and resolve similar future issues before they lead to impact.