Choppy or frozen video in Teams

What is choppy?

This decides where we start.

• I see or hear others choppy
• Others say my picture or voice is choppy
• Both, or I am not sure

Choppy for you only: the problem is probably your download or your computer. Choppy for others: your upload, camera or computer is probably the cause.

Turn off video effects

Background blur and effects need a lot of computing power.

Windows

1. In the meeting open the camera options and turn off background effects.
2. Turn your camera off for a moment: does the sound get better?

Mac

1. In the meeting open the camera options and turn off background effects.
2. Turn your camera off for a moment: does the sound get better?

Pause other network use

Downloads and streaming compete with your meeting.

Windows

1. Pause large downloads, cloud backups, video streaming and games.
2. Ask others on your network to pause heavy use during the meeting.

Mac

1. Pause large downloads, cloud backups, video streaming and games.
2. Ask others on your network to pause heavy use during the meeting.

Improve your Wi-Fi

Distance and walls slow Wi-Fi down.

Windows

1. Use a network cable if you can, or move closer to the router.
2. If your router offers a 5 GHz network, connect to it.
3. Restart your router.

Mac

1. Use a network cable if you can, or move closer to the router.
2. If your router offers a 5 GHz network, connect to it.
3. Restart your router.

Not sure about 5 GHz? Look for a Wi-Fi name ending in “5G” or “5GHz”. Use the quick check in the guide below to compare Wi-Fi and cable.

How do I check my network?

Try without VPN

A VPN adds delay to every call.

Windows

1. If your company allows it, switch the VPN off for the meeting.
2. Join again and compare.

Mac

1. If your company allows it, switch the VPN off for the meeting.
2. Join again and compare.

Not allowed or not sure? Skip this step and ask your IT department.

Close apps that slow your computer

Teams needs computing power for video.

Windows

1. Press Ctrl + Shift + Esc to open Task Manager.
2. Click “CPU” to sort and close programs you do not need.
3. Close extra browser tabs.

Mac

1. Open Activity Monitor (Command + Space, type “Activity Monitor”).
2. Click “% CPU” to sort and quit apps you do not need.
3. Close extra browser tabs.

Update and restart

Old software and drivers can cause stuttering.

Windows

1. Open Settings › Windows Update and install updates.
2. Update Teams (… › Settings › About Teams).
3. Restart the computer.

Mac

1. Open System Settings › General › Software Update and install updates.
2. Update Teams (… › Settings › About Teams).
3. Restart the Mac.

Press the Windows key + I to open Settings. Click the Apple menu in the top left, then System Settings.

How do I fully restart Teams?

Try another connection or the browser

This shows whether your network or your computer is the cause.

Windows

1. Join with your phone’s hotspot: is it smoother?
2. Open teams.microsoft.com in Edge or Chrome and join there.

Mac

1. Join with your phone’s hotspot: is it smoother?
2. Open teams.microsoft.com in Safari, Edge or Chrome and join there.

Time to ask IT for help

We could not solve this together. Send the summary below to your IT support – it contains no personal data.