Not seeing other people on my video calls

Hi @Jessica Briggs,

Good day, and thank you for providing a clear explanation of your concern.

Please try the following troubleshooting steps:

1/ Update Teams and your system

• Ensure you’re using the latest version of Microsoft Teams and that your Windows or macOS is fully up to date, as updates often address video-related issues.
• Reference: My camera isn't working in Microsoft Teams | Microsoft Support

2/ Try joining via Teams web app

You can also try joining the meeting using the Teams web app at: https://teams.cloud.microsoft/

This can help determine whether the issue is related to the desktop application.

3/ Fully quit Teams and sign back in

Sign out of Teams, then completely close the application.

• On Windows, right-click the Teams icon in the taskbar and select Quit
• Reopen Teams and sign back in.

4/ Restart your computer

Restarting your device can clear temporary issues related to video rendering or system resources.

5/ Check meeting view settings

During the meeting:

• Select View and ensure Gallery is chosen
• Increase gallery size if possible

Note: The number of visible participants may be limited depending on your device performance, memory, or network conditions.

Reference: Use video in Microsoft Teams | Microsoft Support

6/ Clear Teams cache 

For Windows: 

• If Teams is still running, right-click the Teams icon on the taskbar and select Quit. 
• Press Windows + R to open the Run dialog box. 
• In the Run dialog box, enter the following path and click OK:  

 %userprofile%\appdata\local\Packages\MSTeams_8wekyb3d8bbwe\LocalCache\Microsoft\MSTeams   

• Delete all files and folders in this directory. 
• Restart Teams. 

For macOS: 

• If Teams is still running, right-click the Teams icon in the dock and select Quit, or press Command + Q. 
• Open Finder > go to Applications > Utilities > double-click Terminal. 
• Enter the following commands, pressing Return after each one: 

rm -rf ~/Library/Group Containers/UBF8T346G9.com.microsoft.teams    

rm -rf ~/Library/Containers/com.microsoft.teams2   

• Restart Teams. 

Reference: Clear the Teams client cache - Microsoft Teams | Microsoft Learn   

7/ Contact your IT admin 

If the issue persists, I recommend reaching out to your IT administrator for further assistance. They can help review your account and environment settings to identify any underlying issues.

If needed, your IT admin can also create a support ticket through the Microsoft 365 Admin Center by following the guidance here: Get support - Microsoft 365 admin | Microsoft Learn . 

If you’re unsure who your IT admin is, you can find guidance here: How do I find my Microsoft 365 admin? - Microsoft Support. 

Note: We appreciate your understanding regarding the scope of support available through this forum. As moderators, our role is to provide general guidance and assist with common troubleshooting steps. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues but we’ll continue doing our best to support you within the scope of our responsibilities. 

I hope this helps you move forward. If you have any questions or need further clarification, please feel free to reach out. I’ll be happy to assist further. 

Thank you for your patience and understanding, and I look forward to supporting you. 

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