My Teams keeps freezing during calls. I have updated, I have cleared cache and it keeps happening!

Question

My Teams keeps freezing during calls. I have updated, I have cleared cache and it keeps happening!

Julie Santa Cruz 5

It happens at least 50-70% of the time but when I am on a call, teams will freeze on me however, I can see hear the attendees talking. I just cannot click on anything on teams or chat anymore and cannot see anyone join or leave. I have to quite the entire application and rejoin and then sometimes it will happen again. This only happens on my MacBook and not on my phone. I have updated my computer and the app and also cleared my cache.
I get my most success when I quit and then re-log in using the calendar invite from outlook but even then it's a gamble.

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Diksha Kakkar 0 Reputation points

2025-10-08T20:24:17.97+00:00

Microsoft Teams frequently freezes during calls on my Windows Surface device. While I can still hear other participants, the interface becomes completely unresponsive—I can't click anything, use the chat, or see when people join or leave. The only workaround is to quit the app and rejoin, but the issue often reoccurs.

This problem does not happen on my phone. I'm using the new Teams experience, and I’ve noticed that the option to disable GPU hardware acceleration is no longer available. The app’s behavior is unpredictable and unreliable, especially during presentations or when speaking, which can lead to awkward situations.

3 answers

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Diksha Kakkar 0 Reputation points

2025-10-08T20:24:17.97+00:00

Microsoft Teams frequently freezes during calls on my Windows Surface device. While I can still hear other participants, the interface becomes completely unresponsive—I can't click anything, use the chat, or see when people join or leave. The only workaround is to quit the app and rejoin, but the issue often reoccurs.

This problem does not happen on my phone. I'm using the new Teams experience, and I’ve noticed that the option to disable GPU hardware acceleration is no longer available. The app’s behavior is unpredictable and unreliable, especially during presentations or when speaking, which can lead to awkward situations.

Answer 1

AlexDN 7,120 Microsoft External Staff Moderator

Hi @Julie Santa Cruz

Thank you for posting your question in the Microsoft Q&A forum.

To better assist you, could you please confirm the following:

Are using the new Teams or the classic Teams?
Do you experience this in a work or school account or personal account?
Have you tried to use Teams on the web: https://teams.microsoft.com.
What version of macOS are you currently running?
Does the freezing occur only during video calls, or also during audio-only calls?
Have you tried disabling GPU hardware acceleration in Teams settings?
Are you using any external monitors or peripherals during the calls?

In the meantime, I recommend trying the following steps:

Disable GPU hardware acceleration
Go to Teams > Settings > General, and check the box for “Disable GPU hardware acceleration.” This has helped resolve similar freezing issues caused by rendering failures on Mac devices.
Clear Teams cache thoroughly:
Kindly try to follow the steps to clear cache one more time
For reference: Clear the Teams client cache - Microsoft Teams | Microsoft Learn
Use Teams via web browser
Try joining meetings through https://teams.microsoft.com using web browser to see if the issue persists.
Monitor system performance during calls
Open Activity Monitor and check for any spikes in CPU or memory usage from Teams or related helper processes during a call. This can help identify if the freeze is resource-related.

Note: Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.

Your detailed response will help us diagnose and investigate the issue more efficiently. If I misunderstood what you’re looking for, feel free to let me know or share a screenshot. I’d be happy to help further!

Thank you for your cooperation. I'm looking forward for your reply.

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.

AlexDN 7,120 Reputation points Microsoft External Staff Moderator

2025-07-24T23:42:16.32+00:00

Hi @Julie Santa Cruz , If you still have further concerns, please feel free to let us know.
AlexDN 7,120 Reputation points Microsoft External Staff Moderator

2025-07-29T04:05:16.23+00:00

Hi @Julie Santa Cruz
I hope this message finds you well.

This is my second follow-up to check whether your issue has been resolved. 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.
Julie Santa Cruz 5 Reputation points

2025-08-01T17:59:06.8366667+00:00

Hello @AlexDN sorry for my delay, work has been crazy busy. Yes, I am still having the issue. It has happened to me twice today.
-Both times, it is when I am using the App Teams- It is not new version, not classic

-I typically have my video on
-It almost always happens during the beginning of the call when I am checking who has joined the meeting by pressing the "people" button and then all of the sudden, I cannot click any buttons anymore, on the meeting or on teams. It basically sticks on the settings I had. So if I was on mute, I stay on mute, if I was on camera and not on mute, I stay that way.
-The folks on the other end say they can see me and hear me but I cannot click anything on teams or chat. I can use all other functions on my computer though.
-If I am lucky enough to be off mute, I can stay on, however, if I need to speak or need to chat, I have to go to the app icon on the bottom of my MAC and right click to "quit" the entire application to start over.

I have logged in both through the Team calendar and also through the Outlook calendar
I have cleared cache. I haven not been able to clear Team Cache as I do not have access to do so
Julie Santa Cruz 5 Reputation points

2025-08-01T18:03:30.5666667+00:00

I also do not see the or “Disable GPU hardware acceleration option in my general settings.
Julie Santa Cruz 5 Reputation points

2025-08-01T18:05:58.4+00:00

This is a work account
AlexDN 7,120 Reputation points Microsoft External Staff Moderator

2025-08-02T09:09:16.6833333+00:00

Hi @Julie Santa Cruz
I would like to confirm that you have cleared cache for Mac, not just Teams.
Have you tried to access Teams via web? Hasn't it worked? This helps us know if the problem is with the app or something else.
Then, Since the freeze seems to happen when you click “People,” try waiting a few minutes into the call before checking participants. Let’s see if that helps avoid the freeze.

Answer 2

Stephen Griffin 0

Same issue only occurs while on a video call but the New Teams does not have hardware acceleration. That was my go to for the Classic teams . I have already delete cache and issue still persist.

AlexDN 7,120 Reputation points Microsoft External Staff Moderator

2025-07-24T23:50:19.1033333+00:00

Hi @Stephen Griffin

Have you tried to sign in via Teams on web version?
Stephen Griffin 0 Reputation points

2025-07-25T15:04:56.3033333+00:00

Thats the work around I've advised the user to use for now.

Answer 3

Bikram Chandi 0

Same issue is happening with me too.

Using New teams application and signed in with Work email.
Updated all M365 apps to the latest version
The issue doesn't happen on web outlook.
Users in NL don't have this issue, but users in Nova Scotia are experiencing these issues and this is not just teams but Excel too, it freezes or takes an eternity to open simple spreadsheets.

Armand Mensen 0 Reputation points

2025-12-04T15:50:23.93+00:00

I am experiencing the same issue, but only on a specific PC I bought a few weeks ago. The timing of the freeze seems quite random and can be within the first minute of a call, or after 20 minutes.

I have not experienced this on a web browser (but I also haven't tested this extensively since the issue is random, and its tricky to randomly call people to test this).

Given that this only occurs for me on a specific computer I use, I can imagine there is some sort of interaction between the app and certain hardware. I was originally quite optimistic that disabling any hardware acceleration would fix this... but as mentioned by other users, the option is no longer available.

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My Teams keeps freezing during calls. I have updated, I have cleared cache and it keeps happening!

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