Troubleshooting for Connection Issues and Dropped Calls

Understanding the Basics

Wired ethernet provides the most reliable service.

Wi-Fi and cell phone signal (if using Teams on a mobile device) may be less reliable in some campus locations.

Other Helpful Tips about Mobile Devices (if applicable)

Microsoft Teams apps, including Teams Voice, depend on the Internet. In the event of an Internet outage, Microsoft Teams devices connected to campus wired/wi-fi networks will be unavailable. In this rare case, having the Teams app on a mobile device will ensure phone calls can be placed or received. This is optional, unless otherwise arranged with your department.
More information on the mobile app.

Initial Troubleshooting Steps

Try using the Teams web version via your SSO/MyApps

If phone calling seems to work normally while testing using the web version, this can be a sign that your desktop computer's Teams application may be at fault. If so, proceed with the additional steps below. NOTE: when using the Teams web version, please be sure to enter your work location for emergency 911 location purposes.

Sign out of all instances of Teams

all Teams web windows or tabs if signed into CSULB,
laptop computer desktop application,
desktop computer application,
mobile phone application,
mobile phone Teams web windows or tabs if signed into CSULB

Restart computer

This should also check for Windows updates.

To restart a computer, click the Start button, then the Power icon, and select "Restart"

Check Windows Sound Settings

Right-click the speaker icon in the taskbar and select Open sound settings.
Under Output, ensure your headphones are selected as the default speaker.
Under Input, ensure your headphones are selected as the default microphone.

Check Teams Audio Settings

Open Teams and go the three dots next to your profile picture, then click Settings.
Select the Devices tab
Under Audio devices, verify that your headphones are selected as both the Speaker and Microphone
If your headphones are not listed, it could indicate a problem with the Bluetooth connection or driver
- Bluetooth Troubleshooting: Restart your headphones: Turn them off and on again.
- Re-pair the headphones: Remove the headphones from your device's Bluetooth list and then re-pair them.
- Check for Bluetooth driver updates: Go to Device Manager, expand Bluetooth, right-click your headset, and select "Update driver".
- Run the Bluetooth troubleshooter: Search for "Bluetooth" in Windows settings and run the troubleshooter.
Make a test call