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 20.0.6.0.38 to 20.9.6.21

Teams - 1.3.00.26064

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?

 

Thanks

[Gerald Engelbrecht]

Have you found a solution for this problem already?

We have exactly the same issue but only when the Enduser Client is a Thinclient (Igel in our case) - from windows clients its working.

[Alex Bennett]

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.

[Daniel Dunn1709158952]

Hi, we have found that this behaviour occurs when the WebSocketAgent.exe process in the users sessions ends / crashes.

 

We are not sure why this is, has anyone else found this?

 

Closing and re-opening Teams solves the issue because it starts the WebSocketAgent.exe process again

 

Thanks