Teams Freezing Upon Joining Meeting With Camera

Question

Teams Freezing Upon Joining Meeting With Camera

ihmskyle 5

Hello everyone,

I have been experiencing an issue with Microsoft Teams where when the user joins a meeting, or a call with the webcam on the entire system locks. Usually waiting a few minutes the machine will come back. However it has consequences to other running programs that are connection sensitive.

The info I know:

Hardware - Surface Laptop 6 and Surface Laptop 7
Both use either Intel Core Ultra 5 or Intel Core Ultra 7 processors
All on Windows 11 24H2 or Windows 11 25H2

We have opened up a ticket with Microsoft, however we are not getting anywhere with that and wanted to consult anyone here.

Thank you

4 answers

Your answer

Answer 1

Killian-N 6,830 Microsoft External Staff Moderator

Hi ihmskyle,

Thank you for posting your question in the Microsoft Q&A forum.

I understand you've already opened a support ticket with Microsoft. To help us better assist you here, could you please share the Microsoft Support ticket ID with me via private message?

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Additionally, could you let me know which troubleshooting steps you've already tried as part of that support case? This will help me avoid suggesting any duplicate solutions and focus on what might actually move things forward.

Once I have that information, I’ll do my best to check internally and see if there’s any progress or escalation path available.

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.

Thank you for your patience and understanding throughout this process. Should you have any questions or need further assistance, feel free to reach out at any time.

I look forward to your response.

Killian-N 6,830 Reputation points Microsoft External Staff Moderator

2025-10-24T17:11:08.7+00:00

Hi ihmskyle,

Hope things are running smoothly on your end.

Following up on the support thread we've been working on. If you are still facing the same issue or need assistance with anything else, kindly respond to this email, and I will be happy to help.

We want to make sure everything is working as expected and that your experience remains uninterrupted.

Thank you for your patience and understanding throughout the troubleshooting process.

I look forward to hearing from you soon.
Killian-N 6,830 Reputation points Microsoft External Staff Moderator

2025-10-28T19:38:06.8633333+00:00

Hi ihmskyle,

I hope you are having a great day.

I'm reaching out again to follow up on your issue and check if everything has been resolved. My goal is to ensure your experience remains smooth and hassle-free. If you're still encountering any problems or have run into new challenges, please let me know which steps you're currently stuck on and happy to provide further help whenever you need it.

If you have any further questions, feel free to tag me in your reply so I can assist you directly.

Looking forward to your update.
ihmskyle 5 Reputation points

2025-11-17T13:16:15.22+00:00
I have already put a case in for this, as well as another individual on my team put a case in; they are no further on it that I know of than when I came to them. However, I found a work around. I have already informed the folks assigned to my case.

This case was escalated to a few teams, and they even released a new Firmware package for both the Surface Laptop 6 and the Surface Laptop 7.

However, it did not fix the issue, and I have advised the folks on the case of this already.

No one who was on that case gave me a work around, or much of anything that could help.

I found this "band-aid" of a solution. Luckily we don't need the Neural Processor.

See below, as I have already advised the others on this post who have stated they are having the same issue.

The only fix I was able to find was disabling "Intel(R) AI Boost" under "Neural Processors" in Device Manager. And reboot. Alternatively you could do it in Powershell:

$DeviceID = Get-PnPDevice -FriendlyName "Intel(R) AI Boost" Disable-PnpDevice -confirm:$FALSE -InstanceId $($DeviceID).InstanceId

And this way my userbase could be uninterrupted, as the folks I would push this to I would tell them to reboot when able to. The reason this seems to work is because Teams and other applications that use Surface Studio rely on the NPU if it is available.
Killian-N 6,830 Reputation points Microsoft External Staff Moderator

2025-11-17T21:22:38.2666667+00:00

Hi ihmskyle,

Thank you for sharing the update and the workaround you discovered. This is extremely helpful for others experiencing the same issue.

Disabling Intel(R) AI Boost under Neural Processors in Device Manager (or via PowerShell using the commands you provided) is a practical interim solution, especially since Teams and other apps attempt to leverage the NPU when available. Your explanation about why this works adds valuable context for the community.

While this is a temporary fix, I recommend continuing to monitor updates from Microsoft and Surface firmware releases, as a permanent resolution will likely involve driver or Teams optimizations for NPU handling.

Thank you again for contributing this workaround, it’s a great example of community collaboration.

Answer 2

KWB_OSV 0

I have users that are experiencing the exact same problem as mentioned above with Surface 6 and 7 on Windows 11 24H2 and 25H2. Please advise.

ihmskyle 5 Reputation points

2025-11-17T13:12:48.22+00:00
The only fix I was able to find was disabling "Intel(R) AI Boost" under "Neural Processors" in Device Manager. And reboot.

Alternatively you could do it in Powershell:

$DeviceID = Get-PnPDevice -FriendlyName "Intel(R) AI Boost" Disable-PnpDevice -confirm:$FALSE -InstanceId $($DeviceID).InstanceId

And this way my userbase could be uninterrupted, as the folks I would push this to I would tell them to reboot when able to.

The reason this seems to work is because Teams and other applications that use Surface Studio rely on the NPU if it is available.

Hope this helps.

Answer 3

mukasa tamale 0

I also have users that are experiencing the exact same problem as mentioned above with Surface 7

ihmskyle 5 Reputation points

2025-11-17T13:13:06.6166667+00:00
The only fix I was able to find was disabling "Intel(R) AI Boost" under "Neural Processors" in Device Manager. And reboot.

Alternatively you could do it in Powershell:

$DeviceID = Get-PnPDevice -FriendlyName "Intel(R) AI Boost" Disable-PnpDevice -confirm:$FALSE -InstanceId $($DeviceID).InstanceId

And this way my userbase could be uninterrupted, as the folks I would push this to I would tell them to reboot when able to. The reason this seems to work is because Teams and other applications that use Surface Studio rely on the NPU if it is available. Hope this helps too.

Answer 4

hubert meyer 0

Please try the following solution, it worked for me. https://teamdynamix.umich.edu/TDClient/47/LSAPortal/KB/ArticleDet?ID=14257

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Teams Freezing Upon Joining Meeting With Camera

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