When using Microsoft Teams, encountering an error can disrupt communication efforts. A common issue some of us face is the “We couldn’t complete the call” error. This can occur across various platforms where Teams is used, such as desktop clients or mobile applications. The reasons behind this error message can vary but typically indicate a problem with the application’s ability to establish a call.
We observe that issues may arise from different factors like network problems, licensing restrictions, or device-specific errors. For instance, if the error appears only on a mobile app but not when using a web browser, it may suggest a problem with the app itself or the mobile device’s connection to the Teams servers. On the desktop client, restrictions within the organization’s calling policies might prevent users from connecting calls to external numbers or users outside the organization.
Understanding the exact cause is critical to resolving the issue quickly. We often find that simple actions like restarting devices or signing out and back into the app can re-establish a connection to the Microsoft Teams servers. Additionally, checking user permissions or using alternative devices may serve as immediate yet temporary solutions, especially when the need to make a call is urgent. For persistent problems, further investigation into Teams’ configuration and the specific error messages can guide users toward more targeted troubleshooting steps.
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Identifying the Error
In our experience with Microsoft Teams, understanding error messages is crucial to troubleshooting. We’ll guide you through the types of error messages and common symptoms indicating call issues.
Decoding Error Messages
When Microsoft Teams cannot complete a call, an error message is typically displayed. It’s our first clue in identifying the root of the problem. Messages like “We couldn’t complete the call” suggest a network or hardware issue that may be preventing successful call connections. Here’s what we recommend:
Look for Updates: Ensure Microsoft Teams is updated to the latest version.
Reinstall Teams: Sometimes, reinstalling the app can resolve underlying issues.
Common Call Issues and Symptoms
Many symptoms can point to common call issues in Microsoft Teams. Users may notice these patterns when attempting to make or receive a call. Here is what we have found from user feedback and Microsoft’s own troubleshooting forums:
| Symptom | Potential Cause | Action to Take |
| Unable to join calls | App or device-specific issue | Try a different device |
| Cannot call or be called | Network issues | Check network settings |
| Frequent call drops | Outdated app version | Update Teams app |
Users’ experiences may vary, but these are common threads we’ve noted. It’s important for us to recognize these symptoms to address call issues proactively.
Basic Troubleshooting Steps
We understand how frustrating it can be to encounter the “We couldn’t complete the call” error in Microsoft Teams. Below are focused steps to troubleshoot and resolve the issue promptly.
Restarting the Device
Checking Internet Connectivity
Clearing Cache and Data
Accumulated cache and data might cause issues. Here’s how to clear them:
| Chrome | Edge | Firefox |
| Settings > Privacy > Clear browsing data | Settings > Privacy & services > Choose what to clear | Options > Privacy & Security > Clear Data |
Updating Microsoft Teams
Advanced Solutions
When Microsoft Teams calls fail to connect, it often requires more than just basic troubleshooting. We’ll walk you through some advanced methods to resolve persistent issues.
Reinstalling the Application
If persistent errors occur, a fresh install can work wonders. Here’s how we do it:
Checking Network Hardware
Teams calls are sensitive to network issues. Let’s inspect our network hardware following these steps:
Evaluating External Factors
External software and network restrictions can interfere with Teams calls. When analyzing these factors, we consider:
Organizational and Admin Settings
When we encounter issues like “We couldn’t complete the call,” it’s crucial for us in IT administration roles to check the organizational settings within Microsoft Teams and the associated services within Microsoft 365. Our focus here is on policies, permissions, and PSTN configurations.