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Teams calls in Citrix often not connecting

Daniel Dunn1709158952


Hi we use Citrix Xenapp and we have the setup below:


CVAD - 1912 LTSR

CWA - mix of to

Teams -

Windows Server 2016


Through the day we have users reporting problems of calls in Teams not connecting, the behavior we see is:


- a user calls somebody, it appears to be ringing, but at the other side it does not ring (in their Teams in Citrix, Teams on a laptop or Teams on the mobile app)


- after 20 seconds of the call ringing on the users Teams (it does not ring on the other side) they get the message "sorry we couldn't connect you" (attached error)


- retrying the call does not work



The fix we have found is if I restart the Citrix HDX HTML 5 Video Redirection service on the VDA, the users Teams switched to not optimised, then back to optimised. I tested a call again and it worked.


Has anyone else had this issue?



Cant Connect.PNG

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3 answers to this question

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I figured out yesterday that the setting for "On close, keep the application running" needs to be checked, otherwise Teams hangs up calls after exactly 3 minutes. We are also using IGEL thin clients, and this seemed to fix this issue.


We are still having significant issues with webcams using Teams optimization on IGELs though.

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