How to troubleshoot Microsoft Teams issues
If you're having trouble joining a Microsoft Teams meeting, don't worry. We've put together solutions to the most common problems.
If you can’t access the meeting, join as a guest
You may see the error message: “You cannot access this meeting due to your organisation's rules or permissions". This can happen if you're signed in to a work, university or other organisation-managed Teams account.
How to join as a guest:
1. Close Microsoft Teams.
2. Re-open your appointment link.
3. Select Continue on this browser or Join as a Guest.
4. Enter your name and select Join now.
Check your equipment
Before joining the meeting, check your video and audio settings.
No video?
Many laptops and webcams have a privacy shutter or lens cover:
1. Check the camera at the top of your screen.
2. Make sure any privacy shutter is open.
3. If you’re using an external webcam, check that the lens cover has been removed.
No audio?
If you’re using headphones or a headset:
1. Check for a mute button on the cable or ear cup.
2. A red light usually means your microphone is muted.
3. Press the button to unmute.
Restart your device before you join
Before changing any settings, try restarting your device. This resolves common problems.careadhd.co.uk
If you can’t hear anyone
Windows
1. Open Microsoft Teams.
2. Select the three dots (...) next to your profile picture.
3. Click Settings, then Devices from the left-hand menu.
4. Under Speaker, choose your preferred headphones/speakers from the drop-down list.
If Default is selected and you're still having issues, select your specific audio device instead.
Mac
Open System Settings.
Select Privacy & Security, then Microphone.
Make sure Microsoft Teams has permission to access your microphone.
If nobody can hear you
Check you’re not on mute
During the meeting:
1. Look for the microphone icon on the meeting toolbar.
2. If the icon is crossed out, click it to unmute yourself.
Test your microphone
1. Open Settings in Microsoft Teams.
2. Select Devices.
3. Locate the Microphone section.
4. Speak into your microphone.
If the indicator doesn't move, select a different microphone from the drop-down menu and test it again.careadhd.co.uk
If your video is black or frozen
@careadhd careadhd.co.uk
Close other applications
Your camera can usually only be used by one application at a time. Close any other apps that might be using it.
Select the correct camera
1. 2. 3. Open Settings in Microsoft Teams.
Select Devices and scroll to the Camera section.
If more than one camera is available, try selecting a different one from the drop-down menu. This may include:
Built-in laptop camera
External webcam
Front or rear camera on a mobile device.
If the Teams app isn’t working, try your web browser
How to join through your web browser:
1. 2. 3. 4. Open Google Chrome, Microsoft Edge or Safari.
Open your appointment link from the email you received.
Select Continue on this browser if prompted.
Follow the on-screen instructions to join the meeting.
Important: When prompted, select Allow to give your browser access to your microphone and camera.
Still having difficulties?
If you've tried all of the above and still can't join, please wait until 15 minutes after your appointment start time before getting in touch.
Your assessor may be trying to call you to help you join. If you contact us straight away, you may miss their call. After 15 minutes, email appointments@careadhd.co.uk for support.