【トラブルシューティング】Microsoft Teams の会議、通話、画面共有で、他のユーザーのビデオフィードが白い画面で表示されることが問題が発生【TM349484】【復旧済み】【PIR】

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Microsoft が提供する Microsoft 365 のサービス正常性（TM349484）にて、Microsoft Teams の会議や通話、画面共有でほかのユーザーのビデオフィードが白い画面で表示されるアドバイザリが発生していました。

本事象の一時的な緩和策として、ユーザーと管理者は、Microsoft Teams の Developer Preview モードまたは、GPU ハードウェアアクセラレーションを無効にすることで回避できる可能性がありました。

現在は、ユーザーから本事象の影響が残っているという追加の報告がないため、正常に修正が展開され、本事象は改善していると判断しています。

本事象は、最近有効になった機能の展開により、動画の要求が期待されるような効率的な処理が行われずに、動画がレンダリングできない状態になったことにより発生していた問題になります。

今後は、開発およびテストサイクルにおいて同様の問題をより適切に特定するためのアップデート手順を見直す予定とのことです。

なお、5 営業日以内に PIR（Post – Incident Report）が公開されます。

この問題は、Microsoft Teams の会議や通話、画面共有でビデオフィードを表示しようとするすべてのユーザーが影響を受ける可能性のある問題になります。

Microsoft Teams 目指せ達人基本&活用術

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Users may see a white screen for other users’ video feeds in Microsoft Teams meetings, calls, and screen shares – TM349484

サービス：Microsoft Teams

状態：Service restored

ユーザーへの影響：Users may see a white screen for other users’ video feeds in Microsoft Teams meetings, calls, and screen shares.

Microsoft 365 のサービス正常性（TM349484）にて、Microsoft Teams の会議や通話、画面共有でほかのユーザーのビデオフィードが白い画面で表示されるアドバイザリが発生していました。

現在は、ユーザーから本事象の影響が残っているという追加の報告がないため、正常に修正が展開され、本事象は改善していると判断しています。

今後は、開発およびテストサイクルにおいて同様の問題をより適切に特定するためのアップデート手順を見直す予定とのことです。

なお、5 営業日以内に PIR（Post – Incident Report）が公開されます。

Post Incident Repot（PIR）

Incident Information

Important Note

This is a preliminary Post Incident Report (PIR) that is being delivered to provide early insight into details of the issue.
The information in this PIR is preliminary and subject to change.
A final PIR will be provided within five (5) business days from full event resolution and will supersede this document upon publication.

Incident ID

TM349484

Incident Title

Users may see a white screen for other users’ video feeds in Microsoft Teams meetings, calls, and screen shares

Service(s) Impacted

Microsoft Teams

User Impact

Users may have seen a white screen for other users’ video feeds in Microsoft Teams meetings, calls, and screen shares.

Scope of Impact

Any user attempting to view video feeds in Microsoft Teams meetings, calls, and screen shares may have been impacted.

Incident Start Date and Time

Tuesday, March 29, 2022, at 7:00 PM UTC

Incident End Date and Time

Friday, April 8, 2022, at 9:00 PM UTC

Root Cause

A recently enabled feature prevented video requests from being processed as efficiently as expected, resulting in the videos being unable to render.

Actions Taken (All times UTC)

Wednesday, March 30

・9:07 PM – We received reports where users may have experienced seeing white screens for other users’ video during Teams video meetings.
・10:55 PM – A parallel issue, where users saw a green screen instead of actual video, was under investigation.
Engineers were checking if the white screen issue was related.
・11:46 PM – We started gathering logs both from customers and from service-side telemetry to help with the investigation.

Thursday, March 31

・8:12 AM – Engineers pinned the Teams build for two customers, to try and identify what could be causing impact.
Build pinning is a way to ensure that users within a certain customer will get a particular version of Teams, regardless of how many new versions are released.
In parallel, engineers continued to analyze media logs.

Friday, April 1

・9:05 AM – We worked with customers to get fresh logs.
・11:25 PM – Engineers successfully reproduced the issue and gathered logs.
This only happened if the user was in Teams Preview mode, but if they moved out of it the video worked as expected.
In parallel, we examined behaviour between web and desktop clients.
Users could disable Preview mode to switch to the general production environment.

Tuesday, April 5

・6:42 PM – We’ve observed that some customers can mitigate impact by switching to a previous version of Microsoft Teams, in both web and desktop clients, while others have found relief by disabling Hardware Acceleration.
We continued to request user logs so we could evaluate code to see if users in the general production environment could also be affected.

Wednesday, April 6

・5:11 PM – We determined that this may have been affecting Public Preview customers only and wasn’t a wider production issue.
We started investigating why this would only affect Public Preview users.
・5:46 PM – We’ve analyzed logs and reproductions and have determined that a feature flag that was switched on recently was the root cause.
We started validating this with internal users.
For root cause, we determined that fetching the window background color API while rendering video content was taking a long time due to a race condition, preventing the right transparency value from being set on the meeting stage.
This resulted in an opaque white layer being rendered, which blocks rendering of the video content.
・8:30 PM – We had rolled out feature flag changes to Public Preview users and asked customers to validate.
With some users still reporting impact, we gathered further logs.

Thursday, April 7

・3:58 AM – We saw positive results from internal tests, and some impacted users confirmed mitigation.

Friday, April 8

・8:18 PM – We completed disabling the feature flag, and received no new impact reports.
We decided to monitor this over the weekend before declaring resolution.

Monday, April 11

・7:47 PM – After a period of monitoring, we declared the incident resolved.

Next Steps

Findings

Action

Completion Date

A feature flag caused impact to video rendering for Public Preview customers

We’re reviewing our update procedures to better identify similar issues during our development and testing cycles.

May 2022

April 12, 2022 6:32 AM – Service restored

・Title : Users may see a white screen for other users’ video feeds in Microsoft Teams meetings, calls, and screen shares
・User Impact : Users may have seen a white screen for other users’ video feeds in Microsoft Teams meetings, calls, and screen shares.
・More info : As a potential temporary mitigation, users and admins could have chosen to disable Developer Preview mode or GPU Hardware Acceleration in Teams (if appropriate for their environment) while we continued to work on remediation.
・Final status : We’ve confirmed that there have been no additional reports of residual impact and that customers have continued to report that the fix was successful.
As such, we are considering this issue resolved.
・Scope of impact : Any user attempting to view video feeds in Microsoft Teams meetings, calls, and screen shares may have been impacted.
・Start time : Wednesday, March 30, 2022, 4:00 AM (3/29/2022, 7:00 PM UTC)
・End time : Saturday, April 9, 2022, 6:00 AM (4/8/2022, 9:00 PM UTC)
・Preliminary root cause : A recently enabled feature prevented video requests from being processed as efficiently as expected, resulting in the videos being unable to render.
・Next steps : – We’re reviewing our update procedures to better identify similar issues during our development and testing cycles.
We’ll publish a post-incident report within five business days.

April 9, 2022 5:49 AM – Service restored

・Title : Users may see a white screen for other users’ video feeds in Microsoft Teams meetings, calls, and screen shares
・User Impact : Users may see a white screen for other users’ video feeds in Microsoft Teams meetings, calls, and screen shares.
・More info : As a potential temporary mitigation, users and admins may choose to disable Developer Preview mode or GPU Hardware Acceleration in Teams (if appropriate for their environment) while we continue to work on remediation.
・Current status : The fix has been rolled out to the remaining infrastructure, and we’ve received customer reports indicating the issue has been resolved.
We’ll continue to monitor the service until Monday, April 11, 2022, before confirming final resolution.
・Scope of impact : Any user attempting to view video feeds in Microsoft Teams meetings, calls, and screen shares may be impacted.
・Start time : Wednesday, March 30, 2022, 4:00 AM (3/29/2022, 7:00 PM UTC)
・Root cause : A recently enabled feature is preventing video requests from being processed as efficiently as expected, resulting in the videos being unable to render.
・Next update by : Tuesday, April 12, 2022, 6:30 AM (4/11/2022, 9:30 PM UTC)

April 8, 2022 6:25 AM – Service restored

・Title : Users may see a white screen for other users’ video feeds in Microsoft Teams meetings, calls, and screen shares
・User Impact : Users may see a white screen for other users’ video feeds in Microsoft Teams meetings, calls, and screen shares.
・More info : As a potential temporary mitigation, users and admins may choose to disable Developer Preview mode or GPU Hardware Acceleration in Teams (if appropriate for their environment) while we continue to work on remediation.
・Current status : We have received positive reports that the fix is functioning as expected and we will resume rolling it out to the remaining affected infrastructure.
We’ll provide an ETA as soon as one becomes available.
・Scope of impact : Any user attempting to view video feeds in Microsoft Teams meetings, calls, and screen shares may be impacted.
・Start time: Wednesday, March 30, 2022, 4:00 AM (3/29/2022, 7:00 PM UTC)
・Root cause : A recently enabled feature is preventing video requests from being processed as efficiently as expected, resulting in the videos being unable to render.
・Next update by : Saturday, April 9, 2022, 6:30 AM (4/8/2022, 9:30 PM UTC)

April 7, 2022 10:54 AM – Service restored

・Title : Users may see a white screen for other users’ video feeds in Microsoft Teams meetings, calls, and screen shares
・User Impact : Users may see a white screen for other users’ video feeds in Microsoft Teams meetings, calls, and screen shares.
・More info : As a potential temporary mitigation, users and admins may choose to disable Developer Preview mode or GPU Hardware Acceleration in Teams (if appropriate for their environment) while we continue to work on remediation.
・Current status : We are validating via extensive testing and diagnostic data analysis to confirm that our mitigation strategy will be successful in resolving the issue.
・Scope of impact : Any user attempting to view video feeds in Microsoft Teams meetings, calls, and screen shares may be impacted.
・Start time : Wednesday, March 30, 2022, 4:00 AM (3/29/2022, 7:00 PM UTC)
・Root cause : A recently enabled feature is preventing video requests from being processed as efficiently as expected, resulting in the videos being unable to render.
・Next update by : Friday, April 8, 2022, 6:30 AM (4/7/2022, 9:30 PM UTC)

April 7, 2022 7:57 AM – Service restored

・Title : Users may see a white screen for other users’ video feeds in Microsoft Teams meetings, calls, and screen shares
・User Impact : Users may see a white screen for other users’ video feeds in Microsoft Teams meetings, calls, and screen shares.
・More info : As a potential temporary mitigation, users and admins may choose to disable Developer Preview mode or GPU Hardware Acceleration in Teams (if appropriate for their environment) while we continue to work on remediation.
・Current status : We’re performing tests and reviewing available logging to confirm that disabling the feature successfully resolves the problem.
We expect this process may take an extended amount of time.
・Scope of impact : Any user attempting to view video feeds in Microsoft Teams meetings, calls, and screen shares may be impacted.
・Start time : Wednesday, March 30, 2022, 4:00 AM (3/29/2022, 7:00 PM UTC)
・Root cause : A recently enabled feature is preventing video requests from being processed as efficiently as expected, resulting in the videos being unable to render.
・Next update by: Thursday, April 7, 2022, 1:30 PM (4:30 AM UTC)

April 7, 2022 3:56 AM – Service restored

・Title : Users may see a white screen for other users’ video feeds in Microsoft Teams meetings, calls, and screen shares
・User Impact : Users may see a white screen for other users’ video feeds in Microsoft Teams meetings, calls, and screen shares.
・More info : As a potential temporary mitigation, users and admins may choose to disable Developer Preview mode or GPU Hardware Acceleration in Teams (if appropriate for their environment) while we continue to work on remediation.
・Current status : We’ve identified a recently enabled feature that we suspect is causing impact.
We’ve disabled the feature on a portion of the affected infrastructure and are validating that this action successfully resolves the problem.
Once confirmed, we’ll proceed with disabling the feature on the remaining infrastructure.
・Scope of impact : Any user attempting to view video feeds in Microsoft Teams meetings, calls, and screen shares may be impacted.
・Start time : Wednesday, March 30, 2022, 4:00 AM (3/29/2022, 7:00 PM UTC)
・Root cause : A recently enabled feature is preventing video requests from being processed as efficiently as expected, resulting in the videos being unable to render.
・Next update by : Thursday, April 7, 2022, 8:00 AM (4/6/2022, 11:00 PM UTC)

April 6, 2022 8:52 AM – Service restored

・Title : Users may see a white screen for other users’ video feeds in Microsoft Teams meetings, calls, and screen shares
・User Impact : Users may see a white screen for other users’ video feeds in Microsoft Teams meetings, calls, and screen shares.
・More info : As a potential temporary mitigation users and admins may choose to disable Developer Preview mode or GPU Hardware Acceleration in Teams, if appropriate for their environment, while we continue to work on remediation.
Some users have reported success with the provided temporary mitigation actions.
・Current status : We have been able to successfully reproduce the issue internally and our efforts to determine the specific scope of impact and root cause are ongoing at the highest priority.
・Scope of impact : Any user attempting to view video feeds in Microsoft Teams meetings, calls, and screen shares may be impacted.
・Next update by : Thursday, April 7, 2022, 4:00 AM (4/6/2022, 7:00 PM UTC)

April 6, 2022 5:15 AM – Service restored

・Title : Users may see a white screen for other users’ video feeds in Microsoft Teams meetings, calls, and screen shares
・User Impact : Users may see a white screen for other users’ video feeds in Microsoft Teams meetings, calls, and screen shares.
・More info : As a potential temporary mitigation while we work to fully resolve the issue, users and admins may choose to disable Developer Preview mode or GPU Hardware Acceleration in Teams, if appropriate for their environment.
Some users have reported success with a temporary mitigation using those actions.
・Current status : We’re continuing to investigate additional troubleshooting options as the work to identify the root cause is ongoing.
Our internal reproductions of the issue are providing valuable data to determine next steps to achieve remediation, and we’ll provide an ETA for resolution as soon as one becomes available.
・Scope of impact : Any user attempting to view video feeds in Microsoft Teams meetings, calls, and screen shares may be impacted.
・Next update by : Wednesday, April 6, 2022, 10:00 AM (1:00 AM UTC)

April 5, 2022 5:30 AM – Service restored

・Title : Users may see a white screen for other users’ video feeds in Microsoft Teams meetings, calls, and screen shares
・User Impact : Users may see a white screen for other users’ video feeds in Microsoft Teams meetings, calls, and screen shares.
・Current status : We’re analyzing data and logs collected from our internal reproduction of the issue to identify the underlying problem and determine or next troubleshooting steps.
・Scope of impact : Any user attempting to view video feeds in Microsoft Teams meetings, calls, and screen shares may be impacted.
・Next update by : Wednesday, April 6, 2022, 5:30 AM (4/5/2022, 8:30 PM UTC)

April 2, 2022 9:16 AM – Service restored

・Title : Users may see a white screen for other users’ video feeds in Microsoft Teams meetings and calls
・User Impact : Users may see a white screen for other users’ video feeds in Microsoft Teams meetings and calls.
・Current status : We’re continuing our investigation into recent updates as well as examining any differences between the web and desktop clients that may be contributing to impact.
In the meantime, we’ve internally reproduced the issue to allow for further troubleshooting.
・Scope of impact : Any user attempting to view video feeds in Microsoft Teams meetings and calls may be impacted.
・Next update by : Tuesday, April 5, 2022, 6:00 AM (4/4/2022, 9:00 PM UTC)

April 1, 2022 9:33 AM – Service restored

・Title : Users may see a white screen for other users’ video feeds in Microsoft Teams meetings and calls
・User Impact : Users may see a white screen for other users’ video feeds in Microsoft Teams meetings and calls.
・Current status : We’ve received confirmation from some users that the issue is no longer occurring when developer preview is disabled.
We’ve requested additional client logs from affected users both before and after disabling developer preview to allow for comparison and validation.
We’re also investigating whether any differences between the web and desktop clients could be contributing to impact.
・Scope of impact : Any user attempting to view video feeds in Microsoft Teams meetings and calls may be impacted.
・Next update by : Saturday, April 2, 2022, 10:00 AM (1:00 AM UTC)

March 31, 2022 6:04 PM – Service restored

・Title : Users may see a white screen for other users’ video feeds in Microsoft Teams meetings and calls
・User Impact : Users may see a white screen for other users’ video feeds in Microsoft Teams meetings and calls.
・Current status : We’re continuing to review the media logs and slimcore version information to help us identify the root cause of impact.
As a mitigation attempt, we’ve pinned some users to an older version of Microsoft Teams.
This will help us with our root cause investigation and potentially provide relief to users experiencing the issue.
We’ll be reaching out to those users during their business hours to confirm that the mitigation step was successful.
Upon validating this action is successful in addressing the impact, we’ll apply this fix to the remaining impacted users to fully address the problem.
・Scope of impact : Any user attempting to view video feeds in Microsoft Teams meetings and calls may be impacted.
・Next update by : Friday, April 1, 2022, 10:00 AM (1:00 AM UTC)

March 31, 2022 8:17 AM – Service restored

・Title : Users may see a white screen for other users’ video feeds in Microsoft Teams meetings and calls
・User Impact: Users may see a white screen for other users’ video feeds in Microsoft Teams meetings and calls.
・Current status : We’re analyzing impact details provided by users who have reported the impact.
We’re reaching out to some affected users to gather additional information so we can isolate the source of the issue, such as media logs, receiver render dump data, and slimcore version information that are collected during the meeting or call when the impact occurs or right after occurrence.
Additional information about these logs can be found here : https://docs.microsoft.com/en-us/microsoftteams/log-files.
・Scope of impact : Any user attempting to view video feeds in Microsoft Teams meetings and calls may be impacted.
・Next update by : Friday, April 1, 2022, 6:00 AM (4/31/2022, 9:00 PM UTC)

March 31, 2022 7:17 AM – Service restored

・Title : Users may see a white screen for other users’ video feeds in Microsoft Teams meetings and calls
・User Impact : Users may see a white screen for other users’ video feeds in Microsoft Teams meetings and calls.
・Current status : We’re investigating a potential issue and checking for impact to your organization.
We’ll provide an update within 60 minutes.

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