Microsoft Teams or Zoom calls freeze?
Can they hear you? Can you hear them? Start by finding out who sees or hears the problem, then open the call's statistics while it happens. Save connection checks for between meetings.
Teams and Zoom desktop. Mobile workarounds included. Run scans between calls.
All sections in this guide
Find the affected direction
- Others hear you breaking up: inspect sending activity, microphone behavior, and upload pressure.
- You hear others breaking up: inspect received media and the device playing it.
- Everyone sees the same participant freeze: compare that participant's conditions or service status.
- Only camera or screen share freezes: inspect video processing and frame rate as well as networking.
This helps you choose where to look next. You'll need more checks to work out what caused the freeze.
Need an immediate workaround? Compare audio-only with camera video off. Save bandwidth scans for after the call.
Open Teams or Zoom statistics
Microsoft Teams
- More actions (…)
- Settings
- Call health
- Open Call health using the menu path above.
- Keep the panel open when the symptom occurs. Record round-trip time and the received jitter or packet-loss fields.
- Check video frame rate or processing information if the camera freezes. Remove participant details from screenshots.
Zoom desktop
- Arrow next to Start/Stop Video
- Video Settings
- Statistics
- Audio, Video, or Screen Sharing
- Open Statistics using the menu path above.
- If that route is unavailable, open your profile picture in the main app, then Settings → Statistics.
- Choose the affected media tab. Compare the available Send and Receive columns while the symptom happens.
Menus can differ in browser and work-managed versions. Try the linked support instructions if yours look different. The app measures the call itself. Our check uses HTTP requests and idle TURN relay probes, so its methods and routes can differ.
Match a reading to an action
| Clue | Try next |
|---|---|
| Send-side trouble as backups start | Find the active upload. Pause the known transfer through its app and compare the next call. |
| App jitter or loss rises on Wi-Fi | Repeat close to the access point, then over Ethernet. Keep other traffic similar. |
| Video frame rate falls, networking looks steady | Compare without screen sharing or with the camera off. Inspect CPU load. Change one feature at a time. |
| Only this app struggles | Check its status and app version. Compare a test meeting or another service before changing router settings. |
Use the app's own interpretation of its health fields. Call statistics and this site's check use different methods and routes, so compare each with its own earlier readings.
Try one change between meetings
- Record the original symptom and app-health readings. Finish the call before scanning.
- Save a full-check baseline if the displayed data budget is suitable. Lower data omits upload and relay loss.
- Pause a known backup, photo sync, or upload. See the pause and resume instructions.
- Repeat the same profile. Compare idle response and added upload delay alongside download Mbps.
- During a later call, check whether the same symptom and app-health readings improve. Resume the paused job afterward.
For a separate experiment, compare Ethernet on the same device. If upload delay keeps improving, look into competing traffic. Even when our relay check sees no missing probes, the call's own route may still have trouble.
Options on mobile data
- Pause photo or cloud uploads through their app controls.
- For an immediate call workaround, turn off camera video and compare audio-only behavior.
- After the call, move to another practical location and run the same lower-data profile. Record where you tested privately.
- Compare available trusted Wi-Fi separately. It changes the network, so it is not an isolated cellular-signal test.
The scan cannot read cellular signal strength or locate a tower fault. Do not use skipped upload or relay stages as zero readings.
If the problem persists
For Zoom, Settings → Statistics may offer Run a test meeting. Otherwise use the service's supported test-call feature. Send support the times, app version, sending or receiving symptom, and one comparison that changed it. Keep addresses, participant names, and diagnostic archives private.
If several apps struggle on repeated wired checks, give those observations to your provider. If one app struggles, start with that app's support.
Sources and app instructions
Can't find the menu? Your app or operating-system version may use different labels. Try the official instructions below. The example readings in this guide are made up to show you what to look for.
What to save for support
Keep the affected direction, app-health readings, and what changed in a later call. Remove participant details before sharing with support.
Which Wi-Fi network should I use from this room? See a three-network comparison, the troubleshooting report, and how the chosen connection worked afterward.
Check between meetings