MS Teams call not working. Error "Still connecting to remote devices. Calling is not available yet"

MS Teams call not working. Error "Still connecting to remote devices. Calling is not available yet"

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Article ID: CTX460173

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Updated On:

Description

  • Users may fail to complete any call and Microsoft Teams does not show the optimized message anymore ("Citrix HDX optimized")
  • The issue may be reported in a single session and multi-session VDA's with CVAD Current Releases and LTSR versions (2203 and 1912 up to CU5) [CVADHELP-17758]

Resolution

  • The issue will be fixed in 1912 CU6, 2203 CU1 and 2206 VDAs. 
  • The publicly available hotfix is attached as a .zip file for 1912 CU5 and 2203 VDAs.
  • Customers on CRs are encouraged to upgrade to 2206, or 2203 plus hotfix.
  • Stop the WebSocketService.exe in the VDA, rename it to WebSocketService_old.exe and replace it with the WebSocketService.exe private.
  • Restart the service

Workaround

On VDA's without the private, Admins can restart the WebsocketService.exe process in the VDA.

Problem Cause

Certain race conditions can cause WebSocketService.exe to crash. This affects users of Microsoft Teams when optimized with HDX only.
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