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Screen turns black or Thinkpad reboots when sharing desktop in MS Teams

When sharing a desktop with MS Teams, no matter whether it's the full screen or just an application windows, in about 50% of the cases the screen turns black for the user sharing the screen and all viewers. Seldomly, the Thinkpad E15 Gen 3 crashes to the Bios start screen. More frequently (up to ~50% of all sessions), the screen turns black for about 15 seconds, but eventually recovers. Sharing again sometimes works, sometimes the issue repeats. Restarting MS Teams usually does NOT help, but after a random number of attempts and having wasted 5-10 minutes of a meeting, it eventually works.

This happens with no dock or external monitor attached, but occurs also with a dock and two secondary monitors attached.

This is a 20YGCTO1WW (AMD Ryzen 7) with BIOS R1OET35W 1.14 and Radeon driver 21.40.64.06-220708a-381956C-Lenovo

Neither Windows nor Lenovo Vantage does find any new drivers / updates; Windows 11 Business 22H2, Build 22621.1848.

Any idea on how to solve this problem? We're a software company and not being able to share a screen without failure is just plain embarrassing. Didn't have the same issue with any other software or Zoom for that matter.

Any ideas how to fix this?

 

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Re:Screen turns black or Thinkpad reboots when sharing desktop in MS Teams

Hello FrankTT,

We apologize for the inconvenience you are experiencing. Firstly, please ensure that MS Teams is updated to the latest version. Updating the software can often resolve compatibility issues and bugs that might be causing the problem.

If the issue persists, we recommend attempting to manually update the graphics drivers. Although Lenovo Vantage and Windows Update may not always find new drivers, it's worth checking the Lenovo support website for your specific Thinkpad model. There, you can find the latest graphics drivers that are compatible with your version of Windows.

Regards,

Hassen_Lenovo

   
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Re:Screen turns black or Thinkpad reboots when sharing desktop in MS Teams

Thanks for the hint!

Indeed I see more recent driver version on the support website (version 30.0.14064.6002 - which is a different number than the edition - dated Nov. 02, 2022). I wonder if that is a more recent driver than the version that was on. 

Installed without problem - will report back if it didn't fix. Of course this raises the question, why the automatic update of drivers through Lenovo Vantage or the recommended Service Bridge seems not to work, but I won't open that topic now. Thanks again, Frank

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Re:Screen turns black or Thinkpad reboots when sharing desktop in MS Teams

Hello FrankTT,

You're welcome! I'm glad to hear that the driver update was successful. If you encounter any more issues or need further assistance in the future, don't hesitate to reach out.

Regards,

Hassen_Lenovo

   
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Re:Screen turns black or Thinkpad reboots when sharing desktop in MS Teams

Just crashed again - not even sharing a desktop (but camera was on).

Apparently like for other users, Windows didn't create a minidump for debugging, despite it is configured for doing so. I switched to a regular memory dump and will see if that unveils any insight. I found an older application dump, which recorded an invalid pointer error in amdh264enc64.dll, which looks like it belongs to one of the AMD drivers. 

Other users reported that switching HDR mode off helped, but that wasn't even switched on.

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Re:Screen turns black or Thinkpad reboots when sharing desktop in MS Teams

Hello FrankTT,

There might be corrupted system files causing the problem. Open Command Prompt as an administrator and run the following commands one by one: 

sfc /scannow

DISM /online /cleanup-image /restorehealth

Regards,

Hassen_Lenovo

 

   
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Re:Screen turns black or Thinkpad reboots when sharing desktop in MS Teams

Thank you, Hassen! 

sfc found indeed a corrupt file relating to the Bluetooth driver stack and fixed it. DISM didn't find and errors in the image. When using MS Teams, I don't use any Bluetooth device, so I doubt that it will really be the source of the issue, especially given that the screen goes black and recovers sometimes, sometimes it simply reboots. Will report back. Thanks again for your support!

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Re:Screen turns black or Thinkpad reboots when sharing desktop in MS Teams

Hello FrankTT,

You're welcome! I'm glad to hear that SFC detected and resolved the corrupt file associated with the Bluetooth driver stack. While abstaining from using Bluetooth devices during MS Teams usage might mitigate the issue to some extent, it remains crucial to monitor the system's behavior even after the fix.

Given that the problem involves intermittent blackouts and occasional reboots, it is plausible that other factors contribute to this instability. Should the issue persist despite the repair, it could be attributed to other problematic drivers, hardware issues, or software conflicts.

To address this, I strongly advise keeping your system and drivers up to date, regularly checking for any new Windows updates, and carefully observing if the problem arises in specific scenarios or applications. Additionally, running diagnostics such as memory and disk checks may be beneficial in identifying any underlying concerns.

Best regards,

Hassen_Lenovo

   
We're here to help troubleshoot and investigate your issue, but know that you can always open a warranty service case here.
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