HDX Microsoft Teams Optimization Crash or Video Freeze on newer Intel-based clients

Citrix is aware of an issue where the Citrix client-side WebRTC media engine HdxRtcEngine.exe sporadically crashes or the user experiences video freeze during video calls when the user is connected to certain Intel-based endpoint clients. This issue is reproduced in longer calls where the user is showing a video and sharing the screen or an application.

This problem is specific to the Intel I5 1245U 1.6GHZ processor using the UHD Graphics 770 adapter including any of the following drivers:


This driver is used in newer model thin-terminal and computer devices such as:

  • HP Elite Mini 600 G9 Desktop PC. Product No: 4C5J7AV
  • DELL Business Desktop OptiPlex 3000 3XRX1
  • Etc.


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