Unable to Login to Teams

1. Exit Teams completely. 

2. Right click the Windows icon, search “Run” app and open it.
3. In the search box, search the folder location: %appdata%\Microsoft\teams and click OK.
4. Delete all items under:C:\Users\UserName\AppData\Roaming\Microsoft\teams\Cache
5. Then delete all the items
under: C:\Users\UserName\AppData\Roaming\Microsoft\Teams\Application Cache\Cache
6. Restart Teams and try signing your account again
Go to File Explorer and type %appdata%\Microsoft\teams. Then delete the following files. As a
side note, you can move the files to another place to avoid the data loss.
a. In Application Cache > Cache folder, delete all files in it.
b. In Blob_storage folder, delete all files.
c. In Cache folder, delete all files.
d. In databases folder, delete all files.
e. In GPUCache folder, delete all files.
f. In IndexedDB folder, delete the .db file.
g. In Local Storage folder, delete all files.
h. In tmp folder, delete all files.

Hope above steps can help you fix this issue. However, if you still cannot login to Teams, to
confirm whether this issue is related to your account, 
please kindly check if you can login to Teams web APP via this link: https://teams.microsoft.com

1. If Microsoft Teams desktop client is not working, try accessing the web client. You can
access it from https://teams.microsoft.com
2. If the web client is also not working, try to sign in using smartphone.
3. In case Microsoft Teams is working on your smartphone/Mobile, it is most likely a client-
specific issue.
 4. In case the sign-in issue persists in your smartphone app as well, verify health status
under https://portal.office.com Check the Office 365 Admin Portal for any service-
related updates.
5. Check your Windows credentials match with your Office 365 credentials.
6. Disable VPN client and browser VPN extensions to establish a connection.
7. Make sure the time and date on your system is correct. Secure sites may refuse any
suspicious connection from your computer.
8. For Windows, right-click the Microsoft Teams icon in the system tray and select Get
Logs. Logs are located in %appdata%\Microsoft\Teams\logs.txt.

This final tip helps if you see authentication errors when users try to login to the desktop app.

 Press Start, type Run

 Enter rundll32.exe keymgr.dll,KRShowKeyMgr

 In stored usernames and passwords, find the msteams_adalsso credentials and press

remove on each one
If the above steps doesn’t Fix, please gather below logs and send the ticket to IO_Collab_Skype
queue with all TS steps performed and relevant logs attached to the ticket

Teams Windows Client

To capture logs from a Windows system:

1. Open Teams client then right-click the Microsoft Teams icon in your application tray,
select Get Logs. You will see message like the following:

2. %downloads%\MSTeams Diagnostics Log <timestamp>.txt, as shown in Figure 6-9.

Figure 6-9 Microsoft Teams logs

Mac

To capture logs on a Mac system, here are the steps:

1. Press Command+Option+Shift+1 in the client to download the logs.
2. Downloads\MSTeams Diagnostics Log <timestamp>.txt

Desktop Logs

Desktop logs have the most information about the framework and bootstrapping, the app
bootstrap process, plug-in initialization, update management, and SSO/ADAL sign-in.
 Windows: %appdata%\Microsoft\Teams\logs.txt(see Figure 6-10).
 Figure 6-10 Teams logs
 For Mac: ~/Library/Application Support/Microsoft/Teams/logs.txt

Code Description Troubleshooting action

0xCAA2000 You ran into an Make sure your date and time are set up
3 authorization problem. correctly. Whether your date and time are
accurate will affect your ability to connect to
secure sites (https).
0xCAA82EE2 The request has timed Ensure that you are connected to the Internet.
out. Then work with your IT admin to ensure that
other apps or a firewall configuration aren't
preventing access.
0xCAA82EE7 The server name could Ensure that you are connected to the Internet.
not be resolved. Then work with your IT admin to ensure that
other apps or a firewall configuration aren't
preventing access.
0xCAA2000 Your request needs to Contact your IT admin so they can confirm
4 be approved by a that your organization is complying with Azure
resource owner or Active Directory (AAD) configuration policies.
authorization server.
0xCAA9001 You’re not using the The Windows credentials you signed in with
8 right credentials. are different than your Office 365 credentials.
Try to sign in again with the correct email/
password combination. If you continue to
receive this status code contact your IT admin.
If the above steps doesn’t resolve route the ticket to L3 queue.IO_Collab_skype
L3 TS steps
https://docs.microsoft.com/en-us/microsoftteams/troubleshoot-installation

Teams conducts most of its network communication over port TCP 443 (HTTPS) to the Office
365 services. However, there are a few additional TCP and UDP ports that may be necessary,
depending on the type of activity being performed. For current network requirements, see
the Office 365 URL and IP address ranges page at https://docs.microsoft.com/en-
us/office365/enterprise/urls-and-ip-address-ranges.

The Teams desktop application must be able to communicate with the Office 365 identity
platform for authentication, the Exchange endpoints for calendaring, and SharePoint Online for
file collaboration. Additionally, if other Office 365 services are consumed from within the Teams
desktop client (such as Stream or Planner), computers will need to be able to reach those
endpoints as well. Finally, if any third-party bots, connectors, or plugins are deployed, the
Teams client will need to communicate with the networks providing those services.

Microsoft support typically uses the free Fiddler (http://www.telerik.com/fiddler)

and Wireshark (http://www.wireshark.org) tools, as well as the browser's built-in Developer
Tools, when troubleshooting network communications issues.

2.Unable to login team over Internet

 Follow same steps as in per Issue 1 mentioned above.
 Verify if User account is enabled with Multifactor Authentication?
 Switch to Mobile hotspot or different network and try login to Teams.
If above steps don’t Resolve, plz Collect Logs and send to L3 Team for further analyses

3.Unable to login team over VPN.

 Follow same steps as in per Issue 1 & 2 mentioned above.
 Verify other office application can be accessible, example Outlook, skype while on VPN.
 Try connecting to a different VPN (myvpn.adm.com, myvpnap.adm.com,
myvpneu.adm.com)

 Close the Teams app, and make sure the process has stopped in Task Manager
 Go to Start > Run > and enter C:\Users\userid\AppData\Roaming\Microsoft\Teams
From here, delete all the files from the following folders:

 \Application Cache\Cache\
 \blob_storage\
 \Cache\
 \databases\
 \GPUCache\
 \Local Storage\
 \tmp\
Then clear these files out from C:\Users\userid]\AppData\Local\:
 \Google\Chrome\User Data\Default\Cache
 \Google\Chrome\User Data\Default\Cookies
 \Google\Chrome\User Data\Default\Web Data
Internet Explorer Temporary Internet Files

 Internet Explorer Cookies

If above steps doesn’t Resolve, plz Collect Logs and send to L3 Team for further analyses
4. MS Teams Installation Process

 Open Software center on the User pc and select Applications

 Select New Teams and get that downloaded and installed.
 Make sure you to be on local network or VPN to download through SC.

Download Teams https://aka.ms/getteams, MS Teams installation on Mobile

5. Unable to login teams over Mobile

 Uninstalling and installing teams app

 Uninstalled outlook app
 Tried on both WiFi as 4G networks
 Uninstalled Office Mobile app
 Tried multiple Office 365 accounts
 Verify if android OS is up to date.
 Used 3 different networks but issue is same.
 Cleared Browser cache (Chrome) But as I said I am able to login to teams in
Browser But not inside app.
 Exit all Office365 Apps
 Verify if App is up-to-date.
 logging in on https://teams.microsoft.com/  on mobile?
On the Mobile device you can tap “Settings” > “Applications” > “Manage Applications” > find
your Teams app from the app entry then tap it > tap "Storage" > Tap the "Clear Cache" button
to delete the cache > return to Android’s home screen > restart your Teams app > sign in your
account again and check the result.

MICROSOFT TEAMS MOBILE CLIENT

When you are troubleshooting Teams mobile client issues , you should first restart the client. If
the issue does not resolve, the next step is to collect Teams mobile client logs and analyze them
to find the issue.
To collect Teams mobile client logs, follow these steps:
1. Open the Microsoft Teams app on your iOS device/android. Then click the client icon
and then Settings.
2. Click the Report an Issue option, as shown in Figure 
Figure 6-12 Teams mobile app option for reporting an issue

Your e-mail program will open with a log.txt attachment file, as shown in Figure 6-13. Send the
log to Level3 (IO_Collab_Skype Queue or any other e-mail address. (The default e-mail address
is Microsoft’s.)
Multiple Users Unable to login to MS teams.
Login to https://portal.office.com

Select Admin  Health service Health

And confirm if there are any outstanding notification from MS regarding Teams.

Monitor service health issues

When investigating Teams issues, another valuable tool is the Microsoft 365 Service Health
dashboard, with which you can view the status of the services in your tenant. To view the
dashboard, follow these steps:

1. Navigate to the Microsoft 365 Admin Center (https://admin.microsoft.com),

expand Health, and select Service health:
 2. For services that display advisories or incidents, you can select
the Advisory or Incident link next to the service or expand
the Incidents or Advisories menu option to display relevant events.
2. If an event has a Show details link, you can click on it to review more verbose details:

Remember, since Teams connects to many Microsoft 365 services, it's important to check the
service health of other connected services, such as SharePoint Online and Exchange Online,
when investigating issues that manifest themselves in Microsoft Teams. 

If no issues reported, Route the ticket to Level3 team.

IO_collab_Skype
Teams IM, Group chat, Audio, Video, Desktop sharing, app sharing Issue

L3 Team. Ms Teams A/V issues.

https://docs.microsoft.com/en-us/microsoftteams/troubleshoot-installation

Teams conducts most of its network communication over port TCP 443 (HTTPS) to the Office
365 services. However, there are a few additional TCP and UDP ports that may be necessary,
depending on the type of activity being performed. For current network requirements, see
the Office 365 URL and IP address ranges page at https://docs.microsoft.com/en-
us/office365/enterprise/urls-and-ip-address-ranges.

The Teams desktop application must be able to communicate with the Office 365 identity
platform for authentication, the Exchange endpoints for calendaring, and SharePoint Online for
file collaboration. Additionally, if other Office 365 services are consumed from within the Teams
desktop client (such as Stream or Planner), computers will need to be able to reach those
endpoints as well. Finally, if any third-party bots, connectors, or plugins are deployed, the
Teams client will need to communicate with the networks providing those services.

Microsoft support typically uses the free Fiddler (http://www.telerik.com/fiddler)

and Wireshark (http://www.wireshark.org) tools, as well as the browser's built-in Developer
Tools, when troubleshooting network communications issues.

Network performance

While troubleshooting, you may discover that communication seems to be occurring over the
necessary ports but is erratic or you are experiencing performance issues. To aid with this,
Microsoft has released the Network Testing Companion, a network diagnostic tool that helps
to diagnose and troubleshoot voice quality issues.

The tool is available from the PowerShell gallery

at https://www.powershellgallery.com/packages/NetworkTestingCompanion/1.5.4. and has a
separate installation and user guide available at https://github.com/MicrosoftDocs/OfficeDocs-
SkypeForBusiness/blob/live/Teams/downloads/network-testing-companion.zip?raw=true.
The Network Testing Companion is most useful when it's used in conjunction with other
networking tools while trying to determine call quality issues.

Known issues

https://learning.oreilly.com/library/view/deploying-microsoft-365/9781838987732/f2af398a-
ca6c-45e4-9dc4-78f5c654129e.xhtml

Troubleshooting audio in Microsoft Teams

Make sure you're not on mute

In your call, take a look at the microphone button, if there's line through the microphone then
you are currently on mute (silenced), click the button to unmute yourself.

Is there a line through your microphone icon? Then you're on mute - click it to unmute
yourself!

This icon is good! You're not on mute.

Quick tip: You can also press Ctrl + Shift + M on your keyboard to mute/unmute.
Select the right audio device for the call

In your call, in the call controls bar, click the 'More Actions' button  , from the menu select
the 'Show device settings' item. 'Device settings' will open in a sidebar will to the right, in this
sidebar you can choose your preferred devices for audio and video.

Change your default mic, speaker, or camera

To select the mic, speaker, and camera you want Teams to use for calls and meetings, click your
profile picture at the top of Teams, then Settings > Devices. 

Under Audio devices, pick the speaker and mic you want Teams to use by default. 

Under Camera, select the camera you want Teams to use, and see a preview of that camera's
video. 

If you have multiple certified devices connected to your computer, you can set one as
your secondary ringer, which means it'll ring when a call comes in. Answer incoming calls on
any device—not just the ones that ring.
Make a test call

To make a test call, select your profile picture, then Settings > Devices. 

Choose Make a test call under Audio devices. 

In a test call, you'll see how your mic, speaker, and camera are working. Follow the instructions
from Test Call Bot and record a short message. The message will play back for you. After that,
you'll get a summary of the test call, and you can go to your device settings to make changes. 

Choose preferred audio device with the 'Audio devices' drop down list, this will preselect the
accompanying speaker and microphone. Alternatively, you can configure the speaker and
microphone individually.
Look at your device's mute buttons

If you're working on a device like a laptop, it might have a dedicated mute button for the
speakers and microphone, on the keyboard or elsewhere.

Look for these buttons on your device and make sure you are not on mute.

Using a headset? That might also be on mute or needs to change modes

If you're using a headset that has it's own mute/unmute buttons, double-check that it's not
muted. Some headsets also come with multiple modes and/or channel, double-check that you
are using the right one.
Check your headset's user manual to identify the exact location of this button.

This is an example of a Lenovo laptop. These buttons may be in a different location on your
device.

For Auido/Video Quality issue, capture below logs.

Media Stack Logs

Media stack logs have information related to media connectivity.

 For Windows, you can find these logs at %appdata%\Microsoft\Teams\media-stack (see
Figure 6-11).
 Figure 6-11 Teams Media stack logs
 On a Mac, media stack logs are located at ~/Library/Application
Support/Microsoft/Teams/media-stack/*.*.
 Windows: %appdata%\Microsoft\Teams\logs.txt(see Figure 6-10).
 Figure 6-10 Teams logs
 For Mac: ~/Library/Application Support/Microsoft/Teams/logs.txt

If above steps don’t resolve the issue, Plz collect media stack logs & Team logs and Route the
ticket to Collab Queue(IO_Collab_Skype) with all relevant information attached.
https://support.office.com/en-us/article/manage-your-call-settings-in-teams-456cb611-3477-496f-b31a-
6ab752a7595f