Why can't I hear any sound in a Teams call on the app, but I can hear sound on the web version fine?

Austin Elenez 65

Good Day Everyone,

We are having a bit of an issue with one of our associate's laptops in regards to sound not coming through during a Microsoft Teams call. When the user answers a call on her laptop through the Teams app, she unable to hear any sound when people are talking. The other people are able to hear her when she talks, though.

What makes this even more strange is if we have the user join a call through Teams on the web, she has no issue with sound from either sides. I do also want to note that she is the only person in our entire company with this issue. I personally did a 1-to-1 match of my settings on my computer to hers, and everything checks out.

Here's what we've done for troubleshooting already:

Uninstalled Teams app and re-installed. Restarted computer. Disabled and Enabled Speakers in Windows Settings. Confirmed call settings were using the Speakers of her computer and nothing was muted. Confirmed permissions to Teams program in Windows settings was allowed to use Speakers. Confirmed no other output devices were connected.

ONE thing I was able to get to work was turning on the "Mono Audio" toggle in System Sound Settings in Windows, but there was about a 10 second delay before sound finally came through the call on the app. This didn't fix the issue though because as soon as I hung up with the user and called again, there was no sound still when I was speaking to her. I could still hear her just fine. I went back into System Sound Settings to toggle "Mono Audio" off and back on, which did work - but she shouldn't have to do this for every call she is on.

We have working off the web-version of Teams right now so she can sit in on her meetings without needing to use separate headphones, but it would be great if we could figure out what's going on. We have 500 users and she is the only one with the issue. Again, there are no other sound issues in any other programs or websites, only the Teams app.

Thank you in advance for any help you can provide!

Alex S 15 Reputation points

2025-01-02T17:04:27.9566667+00:00

I am actually seeing this exact same problem with one of my users. By any chance did you find a solution?
Theo Swartz 20 Reputation points

2025-01-02T20:54:48.9866667+00:00

This exact same issue is present for at least two users at my company as of Dec 2, 2025.

@LiweiTian-MSFT thank you for offering your assistance, unfortunately it has not helped to resolve the same issue for me. I am curious to see if @Austin Elenez (OP) was helped.

There are no sound issues whatsoever in Windows on my users' devices (Win11). We hear audio from all apps except for Teams. Reinstalling Teams did not resolve the issue and the speaker settings are properly configured on Teams app. As with OP's story, web version works perfectly for my users but is not ideal compared to the Teams app.

I suspect instances of this issue will increase in quantity and am hoping for a solution soon.
Neill Cadlock 15 Reputation points

2025-01-03T13:59:03.2533333+00:00
Bar the Mono switching temp fix thing, I have exactly the same issue here too. Tried all the steps mentioned but they don't resolve the issue. Web based Teams is working as a fall back.

I have noticed tree things

The Mono audio switching doesn't do anything for me

The Teams test call says it worked perfectly, but I don't hear anything!

If I'm in the test call, If I switch audio outputs (to a duff one then back to my laptop speakers) I get about 0.25 seconds of audio before it cuts out.

We've had no other reports of this issue yet, but on Monday we'll have thousands of people back form the Christmas break!!!
Justin Moore 5 Reputation points

2025-01-03T15:26:27.18+00:00

Our organization is beginning to see users with this issue as well.
Thankfully the Web app is an option for most of our users, but all steps taken (reinstalling Teams, drivers, etc.) are not working. Other applications (and Teams web app) play audio without issue. Other audio queues from the teams app (ringing/notifications) also play. It's just the audio from calls that will not come through. In the two cases I'm aware of, there are no additional audio devices- just Dell laptop speakers. Problems began this week (but most of our users were on vacation just before Dec 25).
Dell Command Updates did push a Bios update, Solid State Drive firmware update, and Graphics Driver update that ran within the last few weeks for most of our users. I don't think this would be related, but figured I'm mention in case others here are experiencing the issue with Dells. The most recent model I attempted to help with was a Latitude 5450.
Neill Cadlock 15 Reputation points

2025-01-03T15:36:39.3266667+00:00

We are running Dell machines too and there are a load of 5450 about to come back in to service on Monday.My particular laptop is a 7450. Yesterday I would have had several Dell updates (BIOS, Realtek Audio, Intel Graphics, Intel Processor Power Management, Intel 2d Imaging (Blah) Controller driver for camera!. MS Windows Studio Effects Driver)

Plus regular Windows (11 23H2) & Office patching (Teams 24295.605.3225.8804)

@Justin Moore @Austin Elenez @Theo Swartz are you all running Dell's too?
Reilly Greenlaw 5 Reputation points

2025-01-03T18:33:22.87+00:00

Possibly some sort of bug here's a related posting of another user who has the same issue https://answers.microsoft.com/en-us/msteams/forum/all/ms-teams-app-audio-issue/7989553e-ffcf-416c-bc8e-c3a4421ef32a
Kiki Leatherman 0 Reputation points

2025-01-03T21:31:58.82+00:00

We have several users with Dell computers who are experiencing the same thing. Reinstalling Teams and audio drivers did not help. It works fine in the browser, but there's no remote audio in calls through the Teams desktop app.
Neill Cadlock 15 Reputation points

2025-01-06T08:31:10+00:00

@Reilly Greenlaw Thank you, the post by Arnold H in that thread does work for me.

Their suggestion is

"Settings > System > Sound >output: Choose where to play sound > Speakers (Click on" > ") > scroll down to audio enhancements and toggle to off."

For ref, when toggling from "Device Default Effects" to "Off" it doesn't work during a call, just hang up start a call again and it works. (No reboot or Teams restarting required for me)
Devin Comiskey 0 Reputation points

2025-01-06T18:50:58.07+00:00

We're having this exact same issue with a Latitude 7450. All other audio (YouTube, for example) works from the internal speakers. Sound does out of the external display if that's set. I've toggled the enable/disable enhanced audio and noise suppression. When I did that during a call, after reinstalling the speakers and driver, the audio was extremely faint. Even if we turned the volume up full, you could barely hear the other person.

This started for the user about a week ago, so it seems like there's a recent Dell update that is causing this. There was a Realtek audio driver update on 12/18, so I'm suspicious of the update. I'm going to downgrade the driver and report back here.
Alex S 15 Reputation points

2025-01-06T21:29:55.9633333+00:00

THANK YOU NEIL THAT WAS THE FIX :D
Theo Swartz 20 Reputation points

2025-01-07T14:04:53.24+00:00

@Neill Cadlock yes, we are running Dells. Thank you for the fix idea, we will try it today. I'll comment again if it worked.
fclopena 0 Reputation points

2025-01-08T00:06:30.31+00:00

We are dealing with this issue, we already did all the step mentioned here, i hope there will be a fix update for this particular problem.
Rob Miller 0 Reputation points

2025-01-08T21:23:26.3866667+00:00

We have had several users experience it too, all Dell Precision 5490s, and to get them back up, the notes here didn't work. I noticed that they all had the situation happen within the past 2-3 days. They all had the Win 11 version 24H2 update, and after running that with the 20min or so reboot, it would work again. One had to reinstall the audio driver, but that update did the most for us.
Neill Cadlock 15 Reputation points

2025-01-09T08:13:44.46+00:00

Hello All,

Picking up on a few details for reference

We are still on Win 11 23H2, so its not related to the 24H2 upgrade for us.

There was a Realtek Audio update (6.0.9706.2) from Dell, however I did roll the driver back to the previous version (6.0.9676.1)) , but that did not make a difference for me either!
Jaroslaw Machniewski 5 Reputation points

2025-01-09T08:17:47.5333333+00:00

But this is not a solution in my opinion. Having the audio enhancement on is making the sound much better in my case. I was having this option all the time since I have my dell laptop.Do you know if there will be a fix that will solve it? As we see more and more users are affected so in my opinion fix is needed ASAP.
Rathod, Karan 5 Reputation points

2025-01-09T08:50:24.3466667+00:00

Hi Jaroslaw

this is a Temp solution we have for Dell Laptop.

hope next update may resolve the issue.
Theo Swartz 20 Reputation points

2025-01-09T18:54:59.3533333+00:00

Out of MANY, many users at my org now having this issue or similar (seems to come down to driver-related issues), turning off audio enhancements worked for most. Maybe around 80%. The remainder we are still puzzling out. For some users we had to install a Dell A03 driver. One or two lost their output audio capability entirely on their Dell machines after running the most recent Windows updates. Nasty stuff.
exlipse 0 Reputation points

2025-01-09T19:12:40.6733333+00:00

Happened for one of my users as well. Using a Dell and just had a recent windows update. Neil's fix worked for us, thanks!

6 answers

LiweiTian-MSFT 22,625 Reputation points Microsoft Vendor

2025-01-07T09:25:23.88+00:00

Hi @Austin Elenez

Great to know that the issue has already been resolved and thanks for sharing the solution so that others experiencing the same thing can easily reference this! Since the Microsoft Q&A community has a policy that the question author cannot accept their own answer. They can only accept answers by others, I'll repost your solution in case you'd like to Accept the answer to help more users who encounter the same problem.

Case title: Why can't I hear any sound in a Teams call on the app, but I can hear sound on the web version fine?

Issue Symptom: When the user answers a call on her laptop through the Teams app, she unable to hear any sound when people are talking. The other people are able to hear her when she talks, though.

Resolution: Settings > System > Sound >output: Choose where to play sound > Speakers (Click on" > ") > scroll down to audio enhancements and toggle to off

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5 people found this answer helpful.
Jaroslaw Machniewski 5 Reputation points

2025-01-08T21:20:36.6+00:00

But this is not a solution in my opinion. Having the audio enhancement on is making the sound much better in my case. I was having this option all the time since I have my dell laptop. Now after Teams upgrade the audio stop to work and I am not accepting that turning off audio enhancements is a solution. In my opinion this is temporary workaround but not a solution. Do you know if there will be a fix that will solve it? As we see more and more users are affected so in my opinion fix is needed ASAP.

Fijen, Lucas 0 Reputation points

2025-01-09T10:16:17.83+00:00

This indeed is not an acceptable answer in my opinion either, as this will mean a massive detoriation of the audio quality all over windows.

What I noticed is that when you toggle high fidelity music mode in the audio settings, you'll hear for half a second the audio of the call, and then it gets cancelled out again.

Clearly something is wrong with the latest version, hope you can figure out the underlying issue rather than this bad compromise

Kiki Leatherman 0 Reputation points

2025-01-09T21:09:49.5433333+00:00

Rolling back to the A02 version of the Realtek driver has been the only thing that's worked for me: https://www.dell.com/support/home/en-us/drivers/driversdetails?driverid=4tt7d

In my company, quite a few Dell XPS 15 9520s have had this same problem since the most recent Dell updates.
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Andrew Shafer 20 Reputation points

2025-01-08T15:11:12.2166667+00:00
We are in an enterprise environment, and we have over 30 users having this issue.

Open Control Panel

In the Search type "sound"

Select "Change sound card settings"

Right Click your Primary Communication Device and go to Properties

In the Advanced Tab Uncheck the Audio Enhancements Box
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4 people found this answer helpful.

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LiweiTian-MSFT 22,625 Reputation points Microsoft Vendor

2025-01-01T01:16:10.9533333+00:00

Hi @Austin Elenez

To ensure the best performance of Teams, make sure you have the latest version of Teams and the latest Windows updates installed.

To check your speaker device settings:

1.Select Settings and more > Settings in Teams.

2.Select Devices .

3.Under Audio settings, make sure your speaker is selected from the Speaker dropdown menu.

4.To test your audio settings, select Make a test call . Follow the instructions from Test Call Bot and record a short message. The message will play back for you. After that, you'll get a summary of the test call, and you can make changes in your device settings.

Go to your Windows settings to make sure your speaker is enabled and unmuted.

1.From Windows Start, search and select Sound settings.

2.Select System > Sound .

3.In Choose where to play sound, select your speaker. If you don’t see your speaker here, select Add device to pair it.

4.Next to Volume, make sure your speaker is unmuted.

If you’re still having trouble, try re-enabling your speaker by going to Advanced > More sound settings. In the Recording tab, right-click your mic. Then select Enable.

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1 person found this answer helpful.
LiweiTian-MSFT 22,625 Reputation points Microsoft Vendor

2025-01-06T08:26:04.4633333+00:00

Hi,

According to our research, this may be an unexpected error in Teams. To better help users solve this problem, please report the issue in the M365 admin center.

We apologize for any inconvenience this may cause.
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Rathod, Karan 5 Reputation points

2025-01-09T06:22:08.25+00:00

Hi

try this settings for Ms Teams issue
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1 person found this answer helpful.
andrew wood 0 Reputation points

2025-01-09T12:16:24.6633333+00:00

Exact same solution for me, same laptop as mentioned above (a brand new Dell Latitude 7450). I was tearing my hair out before finding this forum, uninstalling Teams, rolling back the audio drivers, checking every setting known to man other than the one listed here - disabling audio enhancements - which has indeed fixed the issue. Very odd and very frustrating. Huge thanks for posting the solution. Whether it be temporary or not or cause some other others i'll have to wait and see!
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Devin Comiskey 0 Reputation points

2025-01-09T16:36:54.1833333+00:00

Turning OFF audio enhancements is the solution. You can also downgrade the driver, if need be.

This has been directly confirmed with Dell. They have removed the latest driver from their updates, as well.

https://www.dell.com/community/en/conversations/latitude/latitude-5450-speakers-stopped-working-in-teams-after-most-recent-audio-driver-update-all-other-audio-sources-work/6777e8af945fad16c4875e45?commentId=677fd8d8db356218a15234d0
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1 person found this answer helpful.
Federico Morales 0 Reputation points

2025-01-13T18:12:17.8666667+00:00

Setting the Audio enhancements = OFF does work to bring MSTeams meeting audio through he laptop speakers, but as others have commented, the audio enhancements actually do make the audio sound much better, so I prefer if we could keep them. The audio on my Dell Latitude 5450 laptop speakers is pretty bad, honestly.

For me, there is another solution: even when I have the Audio Enhancement = ON and I don't have laptop speaker audio at the beginning of a call, I can get audio back simply by going to Windows Settings and clicking the TEST button (the same place where you would toggle the enhancement). Once the test audio comes through the speakers, I can then hear all my teammates' voices again! So I think the software is getting some kind of reset when the audio first comes through from the test jingle. Of course, you'd have to do this every time you start a new meeting, which is annoying. So I hope they get a driver fix soon.
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