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Teams calls not answering periodically in CWA 2105


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Hi, we have upgraded users to the 2105 workspace app They have noticed that sometimes when answering Teams to Teams calls (internal calls)

 

That sometimes when they answer the call it will say, sorry we could not connect you. And they need to call that person back.

 

Is that something that others using this version have found?

 

It has only started happening after updating the CWA to 2105

 

The VDA version is 2103

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2 hours ago, Daniel Dunn1709158952 said:

Hi, we have upgraded users to the 2105 workspace app They have noticed that sometimes when answering Teams to Teams calls (internal calls)

 

That sometimes when they answer the call it will say, sorry we could not connect you. And they need to call that person back.

 

Is that something that others using this version have found?

 

It has only started happening after updating the CWA to 2105

 

The VDA version is 2103


Could you open a support case and capture this:

 
 

 Set the following keys on CWA side:

             

HKCU\Software\Citrix\HDXMediaStream

DWORD: WebrpcLogLevel

Value: 0

 

 

HKCU\Software\Citrix\HDXMediaStream

DWORD: WebrtcLogLevel

Value: 0

 

 

REPRODUCE THE ISSUE

 

 

VDA side: 

Collect Teams logs -> ctrl+shift+alt+1 while highlighting Teams app (It will create logs in Downloads folder of user)

Copy logs from: %AppData%/Microsoft/Teams/logs.txt

CWA side: 

Webrpc logs inside the HDXTeams folder C:\Users\USERNAME\AppData\Local\Temp\1\HdxRtcEngine (log folders are named usign date information)

Video recording of issue

 

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On 5/21/2021 at 4:48 PM, Daniel Dunn1709158952 said:

 

Hi Daniel, I asked him to escalate it, which he said he would, I'm not sure if its come to you yet?

 

They seem to be quite slow coming back, I think they must be very busy.


They are indeed. It will be a different engineer as I will be heading off for a couple of months. But we have a lot of knowledgeable people here.  

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On 5/24/2021 at 9:18 AM, Daniel Szomboti said:


They are indeed. It will be a different engineer as I will be heading off for a couple of months. But we have a lot of knowledgeable people here.  

 

Hi, we have an escalation engineer who is really helpful thanks.

 

 I’ve done some more testing this morning.

 

If I use a PC with 2105 as the endpoint and start a Citrix session, we don’t have the issue.

 

So the issue seems to be when we are using our thin clients as the endpoints.

 

We use Dell Wyse 5070 and HP T730 thin clients which are on the supported list.

 

https://docs.citrix.com/en-us/citrix-virtual-apps-desktops/multimedia/opt-ms-teams.html

 

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18 minutes ago, Daniel Dunn1709158952 said:

 

Hi, we have an escalation engineer who is really helpful thanks.

 

 I’ve done some more testing this morning.

 

If I use a PC with 2105 as the endpoint and start a Citrix session, we don’t have the issue.

 

So the issue seems to be when we are using our thin clients as the endpoints.

 

We use Dell Wyse 5070 and HP T730 thin clients which are on the supported list.

 

https://docs.citrix.com/en-us/citrix-virtual-apps-desktops/multimedia/opt-ms-teams.html

 


Possible to ask vendor to upgrade VWA on endpoint firmware? 

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9 minutes ago, Daniel Szomboti said:


Possible to ask vendor to upgrade VWA on endpoint firmware? 

 

Did you mean to say CWA on the endpoint firmware?

 

We installed 2105 on the endpoint the same as we have with other CWA versions, this is the one of the first issues we've had. Its two different types of thin clients also (I actually think it happens on the Dell Wyse 5060 too).

 

On the Dell Wyse 5070s we had to to do this to allow Teams to work on both screens - https://support.citrix.com/article/CTX261911

 

Is there something like this, a registry key, which we could change which might help?

 

Thanks 

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3 hours ago, Daniel Dunn1709158952 said:

 

Did you mean to say CWA on the endpoint firmware?

 

We installed 2105 on the endpoint the same as we have with other CWA versions, this is the one of the first issues we've had. Its two different types of thin clients also (I actually think it happens on the Dell Wyse 5060 too).

 

On the Dell Wyse 5070s we had to to do this to allow Teams to work on both screens - https://support.citrix.com/article/CTX261911

 

Is there something like this, a registry key, which we could change which might help?

 

Thanks 


Yes, I meant the firmware on endpoint. There is no magic key I'm afraid :) 

Let's see what the engineer finds then. 

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