Video no longer working for Microsoft Teams Room

[andrewkhi]

Zoom video was working in our Microsoft Teams Rooms yesterday (01/23/23). After today's "update," the video in Microsoft Teams Rooms is not working. This occurred in all of our conference rooms. The camera works for Microsoft Teams meetings, and when we hook up our laptops to the conference room camera directly. The video only freezes and then goes black during Zoom meetings connecting through our Microsoft Teams Rooms systems. No amount of restarts and settings changes have fixed this. 

[ArrowHappy]

I had a similar issue yesterday but I have not tested it today.  Any updates from your side?

[ekerstetter]

I am having the same issue

[ekerstetter]

So we weren't getting any errors messages on the screen. But after we disabled 3rd party join, restarted, then enabled it, we are seeing a error message. It's says something like "the camera is being used by another app".

Still doesn't work, but at least we are seeing an error now.

[ArrowHappy]

Hello Ekerstetter,

I have managed to get the Zoom Video to work by resetting the device and also changing the room account password. All seems to work now via Microsoft Teams Room

[rfabian]

Hi there,

Experiencing the same issue.

Can you clarify what you mean by "Resetting". Was this just a reboot or did you do a factory reset?

[ArrowHappy]

The issue has returned today so whatever I did yesterday looks like it was a temporary fix. I'm surprised that Zoom is not doing anything to get this fixed. Videos work fine on Teams but not on Zoom so it's definitely a Zoom issue 

[rfabian]

Okay. Has anyone else put in a ticket in with Microsoft yet? We submitted one last week and still waiting for help. 

[RiseFandW]

How do you put in a help ticket?

[Simskad]

We're seeing the same thing and unable to fix it. Here's what we've tried so far:

Rejoined meeting

Created new meeting

Removed and re-added zoom features

Switched Supported meeting mode from Teams only to Skype for Business and Microsoft Teams (default)

Factory reset device

Changed password of room account

[DGillHelp]

Similar issues for my org too. Opened ticket with Zoom and getting through the base steps now... firewall settings, firmware, camera models etc. We will see if any of that helps, I'm not hopeful though. 

[DGillHelp]

In a support ticket with Microsoft the tech said it is a known issue that they are waiting to hear back from Zoom about. Take it with a grain of salt, I'm sure no one wants to take the blame. 

[Steve_Hinds]

We are having the same issue as well, seems to block all the video sending from MTR to Zoom, does anyone know if it could be Microsoft related ?

[ArrowHappy]

Unfortunately, Zoom or Microsoft have not provided a solution yet. There is an update from Microsoft site see below but that's all

Some users may intermittently see a black screen during Microsoft Teams meetings or group calls that include video

TM485572, Last updated: January 30, 2023 7:37 PM

Estimated start time: December 14, 2022 11:18 PM

Affected services

Microsoft Teams

Issue type

Advisory

Issue origin

Microsoft

Status

Service degradation

Manage notifications for this issue

User impact

Users may intermittently see a black screen during Microsoft Teams meetings or group calls that include video.

Are you experiencing this issue?

Is this post helpful?

All updates

[ZoomConcerned]

Do you have a link to this issue on Microsoft site? 

This is not intermittently.  Microsoft pushed a patch update 2 weeks ago, and since 1/24, ZOOM over Teams Room, on 3 different vendor provided Teams Room systems, in 10 of our conference rooms, do not work, it is just a black screen.  All possible drivers for all hardware and software have been installed. 

The only work around is to log directly into the Team Room device as Admin and setup a ZOOM call manually to use the Conf Room Camera/Mic and reposition all the screens to fit on the TV's.  Tested today and it is still not working.

[Steve_Hinds]

Does anyone know is this affecting both Zoom Free and Zoom Pro accounts ?

[rfabian]

I tried creating the meeting on free a and Pro license. Issue occurred for both. 

[Andrewk128]

This is also affecting Zoom Rooms. 

[Steve_Hinds · Accepted solution]

Seems like the issue was Microsoft related and has now been resolved, we have tested and things are back to normal.

[ArrowHappy]

Thanks for the update. I'm not in the office today but will on Monday when I'm back in the office.

[rfabian]

We tested yesterday and can also confirm that the camera issue has been resolved. 

[ArrowHappy]

Brilliant - this is great. Not sure why it's taken them that long though.

[fieldkc80]

My two cents.....This same issue started nearly 2 weeks ago here.  I opened a ticket with Microsoft and Zoom and am still waiting to hear from either side.  I received emails from Zoom support last week confirming an issue they were aware of and working on about this.  I then received notification late last week it was fixed.  It is...mostly.  I have one Teams room with a single TV and a larger Teams room running two TVs.  Zoom hosted meetings are now only utilizing 1 TV, leaving the other one blank in a dual TV room.  Still waiting on Zoom and MS.

[Steve_Hinds]

Hi Fieldkc80 - We have never had Zoom working on 2 TV's via Teams Room, it has always left one screen blank for as long as I remember. 

[fieldkc80]

I've been low key trying to remember if that's how it always was for us before hand as well.  I appreciate that feedback!

[DDennis]

At least since April, we've been having the opposite problem. We are running Zoom as our secondary app on an MTR. Teams and Zoom calls have traditionally showed up on dual screens - generally the call on one screen and the content on the other.  But for the last few months, Zoom will only show on a single monitor, leaving the other room monitor blank. The caller PIPs and the content are all on the same screen. It's not a monitor or routing issue since Teams still appears on dual monitors as it should. We're pulling our hair out. It seems like every MTR update messes up something else.

[weaslypaul]

Oh no, that's such a bummer when tech issues pop up! If your Microsoft Teams Room video is no longer working, it might be worth checking if there's a software update available or if there’s any issue with the hardware. Sometimes a quick reboot can do the trick, too. If you're still stuck, the Microsoft support team is usually pretty helpful.

On a brighter note, if you're in Perth and looking to upskill, there are some awesome Microsoft Office courses and project training available. These courses can really help you get the most out of your Office suite and improve your project management skills. Whether you’re a beginner or looking to refine your expertise, there’s something for everyone. Happy learning!