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Microsoft Teams troubleshooting

This library of articles provides guidance to troubleshoot and fix errors that you may
experience when using Microsoft Teams. For a complete list of articles, browse the
navigation pane on the left, or use the search box above the pane to filter by keywords
and find help with a specific issue.

Sign-in

ｃ HOW-TO GUIDE

Teams doesn't load

Teams doesn't automatically update

Error "You're missing out" during sign-in

Conferencing

ｃ HOW-TO GUIDE

Dial pad is missing

Give Control doesn't work

IM and presence

ｃ HOW-TO GUIDE

Actual presence status isn't displayed

A contact's presence is unknown

Issues with presence status in Outlook

Teams Rooms and devices

ｃ HOW-TO GUIDE

Collect Android Teams device logs

Known issues

Signed out of Teams Android devices

Meetings

ｃ HOW-TO GUIDE

Issues with meeting chat

Issues with meeting recordings

Issues with webinars

Files

ｃ HOW-TO GUIDE

Can't open files in a chat window

Error uploading files to chats

Error when selecting the Files tab

Resolve
"FAILED_TO_AUTO_DISCOVER_DOMAIN"
error
Article • 08/14/2024 • Applies to: Microsoft Teams

You see the FAILED_TO_AUTO_DISCOVER_DOMAIN error message when you try to

connect to the Microsoft Teams admin center.

The situations that might cause this error to occur, and the solutions to resolve the error
are as follows.

SIPDomain is not enabled in the tenant

This issue can be resolved by following these steps:

1. Connect to Skype for Business Online with PowerShell:

Manage Skype for Business Online with Microsoft 365 PowerShell

2. Verify that SIPDomain is enabled by running Get-CsOnlineSipDomain.

3. Enable SipDomain for the domain.

PowerShell cmdlet: Enable-CsOnlineSipDomain -Domain <yourdomain>

This fix can take from 15 minutes to an hour to take effect.

No user is licensed for Skype for Business or Teams

The domain should have at least one user licensed for Skype for Business or Teams. A
License admin must assign a Skype for Business license or a Teams license to a user
account that has a Teams admin role.

To assign a license:

1. Sign in to the Microsoft 365 admin center with your admin account.
2. Go to the Users > Active Users page.
3. Select the user that you want to assign a license to.
4. In the right pane, select Licenses and Apps.
5. Expand the Licenses section, select the Skype for Business Online or Microsoft
Teams checkbox, and then select Save changes.
This fix can require up to 24 hours for the synchronization to take effect.

IP and URLs are not allowed

To resolve this issue, follow the guidance in Skype for Business Online and Microsoft
Teams to allow (or allowlist) IPs and URLs that are required for Teams portal access.​

A Skype for Business hybrid connection is not set up for

Skype for Business on-premises and Teams
interoperability (hybrid configuration only)
For Skype for Business and Teams interoperability, a Skype for Business hybrid model is
required.

The result of an ongoing service incident

This error can also be caused by any ongoing service incident. For a list of current
incidents, see your service health dashboard .

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Error "We couldn't add member" when
adding users to Teams
Article • 10/30/2023 • Applies to: Microsoft Teams

Symptoms
When you add an internal or external member to Teams, you see the following error:

"We couldn't add member. We ran into an issue. Please try again later."

However, members can be added directly to Microsoft 365 groups.

Workaround
This issue occurs when the value UsersPermissionToReadOtherUsersEnabled is set to
False in Microsoft Entra ID. To correct the issue, change this setting to True.

More information
Still need help? Go to Microsoft Community .

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Can't access Teams Premium features
Article • 02/12/2025 • Applies to: Teams

Symptoms
Users who have a valid license for Microsoft Teams Premium features might experience
any of the following issues when they try to access the features:

The features don't appear in the Teams app.

The features aren't available immediately after a license is purchased and assigned,
but they become available after a delay of up to 24 hours.
The features are never available for use.

Cause
This issue might occur for any of the following reasons:

The trial license that's assigned to a user is expired.

The assigned license isn't provisioned yet. It takes up to 24 hours for the process to
finish.
The necessary services weren't enabled after a license was assigned.

Resolution
If users were assigned trial licenses, check the validity of the licenses. Trial licenses are
valid for 30 days from the purchase date. After the 30-day limit is passed, the license is
expired. If users still have to use Teams Premium features, you must purchase Teams
Premium licenses for them.

If users are using licenses that are still valid, run the Teams Premium Details connectivity
test in the Microsoft Remote Connectivity Analyzer tool for each affected user. This tool
is used to troubleshoot connectivity issues that affect Teams.

The connectivity test confirms whether a user account meets the requirements to use
Teams Premium features. Among the checks that it performs, the connectivity test
examines the following conditions:

Does the user account have a valid Teams license?

Does the user account have a valid Teams Premium license?
Were the appropriate services enabled for Teams Premium features?
 ７ Note

The Microsoft Remote Connectivity Analyzer tool isn't available for the GCC and
GCC High Microsoft 365 Government environments.

To run the connectivity test, follow these steps:

1. Open a web browser, and navigate to the Teams Premium Details test.
2. Sign in by using the credentials of the affected user account.
3. Enter the verification code that's displayed, and then select Verify.
4. Select the checkbox to accept the terms of agreement, and then select Perform
Test.

After the test is finished, the screen displays details about the checks that were
performed and whether the test succeeded, failed, or was successful but displayed
warnings. Select the provided links for more information about the warnings and failures
and the methods to resolve them.

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Clear the Teams client cache
Article • 12/06/2023 • Applies to: Classic Microsoft Teams, New Microsoft Teams

If you're experiencing issues that affect Microsoft Teams, clearing the cache on your
device may help. After you clear the cache, restart Teams.

７ Note

Restarting Teams after you clear the cache might take longer than usual because
the Teams cache files have to be rebuilt.

Clear the cache in Teams for Windows

Classic Teams
1. If Teams is still running, right-click the Teams icon on the taskbar, and then select
Quit.

2. Open the Run dialog box by pressing the Windows logo key +R.

3. In the Run dialog box, enter the following path, and then select OK:

Console

%appdata%\Microsoft\Teams

4. Delete all files and folders in the directory.

5. Restart Teams.

New Teams

Method 1: Reset the app

７ Note

When you reset the Teams app, the app data will be deleted. This includes any
personalization settings that you might have configured.
 1. Type settings in the search box, and then select the Settings app from the results.
2. Select Apps > Installed apps, and then type Microsoft Teams in the search box.
3. Locate the New Microsoft Teams app from the results, select the More options
button (...) on the right, and then select Advanced options.
4. In the Reset section, select Reset.
5. Restart Teams.

Method 2: Delete the files

1. If Teams is still running, right-click the Teams icon on the taskbar, and then select
Quit.

2. Open the Run dialog box by pressing the Windows logo key +R.

3. In the Run dialog box, enter the following path, and then select OK.

Console

%userprofile%\appdata\local\Packages\MSTeams_8wekyb3d8bbwe\LocalCache\M
icrosoft\MSTeams

4. Delete all files and folders in the directory.

5. Restart Teams.

Clear the cache in Teams for macOS

Classic Teams
1. If Teams is still running, right-click the Teams icon in the dock, and then select Quit
or press Command (⌘)-Q.

2. In the Finder, open the /Applications/Utilities folder, and then double-click

Terminal.

3. Enter the following command, and then press Return:

Console

rm -r ~/Library/Application\ Support/Microsoft/Teams

4. Restart Teams.
New Teams
1. If Teams is still running, right-click the Teams icon in the dock, and then select Quit
or press Command (⌘)-Q.

2. In the Finder, open the /Applications/Utilities folder, and then double-click

Terminal.

3. Enter the following commands, and press Return after each command:

Console

rm -rf ~/Library/Group Containers/UBF8T346G9.com.microsoft.teams

rm -rf ~/Library/Containers/com.microsoft.teams2

4. Restart Teams.

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Disable SharePoint News notifications in
Teams
Article • 08/09/2024 • Applies to: Teams

Symptoms
You see many notifications in Microsoft Teams about News that's posted to Microsoft
SharePoint sites . These notifications link to the Microsoft Viva Connections app in
Teams.

Cause
The Viva Connections app delivers notifications in Teams about SharePoint News posts.
The notifications link to the Viva Connections app, where you can read the News items.

Because of a recent update, the Viva Connections app is now preinstalled for all Teams
users. Therefore, you now receive notifications about SharePoint News when:

News is published to a SharePoint team site or a communication site that you

follow or that someone who works closely with you follows.
News that's targeted to you is boosted.
Someone comments on a new News item that you posted.
Someone "Likes" a News item that you posted.
Someone is @mentioned in a comment on a News item that you posted.

Workaround
Viva Connections notifications follow the Teams notification settings, including the Quiet
Hours settings.

You can control which notifications you want to receive in the following manner:

On Teams desktop and in Teams on the web, you can selectively enable or disable
specific notification types under Settings > Notifications and activity > Apps >
Viva Connections. These settings are also respected on Teams mobile.
On Teams mobile, you can't selectively enable or disable notifications. However,
you can toggle all push notifications (including Viva Connections) in the Teams
mobile app under Settings > Notifications > General Activity > Apps on Teams.
 Even after you disable the notifications, they're still visible in the Teams activity
feed.

７ Note

There is no organization-wide method for an administrator to control Viva

Connections notifications.

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Error when switching a tenant to Teams
Only mode
Article • 10/30/2023 • Applies to: Microsoft Teams, Skype for Business Online

Symptoms
When you try to switch a tenant to Teams Only mode at the organization level either by
using the Microsoft Teams admin center or by running the Grant-CsTeamsUpgradePolicy
cmdlet, the action does not finish, and you receive an error message that resembles one
of the following messages, depending on which UI you're using.

Microsoft Teams admin center

Please see the unsaved sections highlighted in red below.

Note: If you encounter this error in the Microsoft Teams admin center, we recommend
that you run the Grant-CsTeamsUpgradePolicy cmdlet which will display the following
detailed error message.

Teams PowerShell
WARNING: *All* users in this tenant are now full Teams-only users, except for any
users that have an explicit policy assignment of TeamsUpgradePolicy. Teams-only
users cannot use Skype for Business clients, except to join Skype for Business
meetings. For details, see http://aka.ms/UpgradeToTeams. This organization cannot
be upgraded to TeamsOnly mode. One or more M365 domains have a public DNS
record that points to an on-premises Skype for Business Server deployment. The
domain records at fault are {[lyncdiscover.<domain_name>.<IP_address>];}. To
upgrade this tenant to TeamsOnly, first complete the migration of all users from on-
 premises Skype for Business Server to the cloud (using Move-CsUser ), and then
disable Skype for Business hybrid configuration for this tenant and update the DNS
records to point to M365. After these steps are complete, you can execute this
command, after which all users and any subsequently created new users will be
TeamsOnly.

Note: The actual error message specifies the name and IP address of each domain that
has incorrect domain records. This example uses placeholder text for one affected
domain name and IP address.

Cause
When you initiate the process to switch your tenant to Teams Only mode, the
lyncdiscover DNS record for each SIP-enabled domain in the tenant is checked. If the
lyncdiscover DNS record for any domain is present but does not point to Microsoft 365,
any attempt to switch to Teams Only mode fails.

Resolution
At a minimum, the following conditions must be met to enable Teams Only mode at the
organization level:

For all SIP-enabled domains in a tenant, the lyncdiscover DNS record must point to
Microsoft 365.
For all SIP-enabled domains that will be used for Skype for Business Online and
Teams, all DNS records must be present.

To fix this error, do the following:

1. Determine the SIP status of all domains in the tenant that are enabled or disabled
for SIP:
a. Connect to Teams PowerShell.
 b. Run the Get-CsOnlineSipDomain cmdlet to get a list of all online SIP domains
and their status as enabled or disabled.

2. For each domain whose status is Enabled, determine whether it's in use. To do this,
run the following cmdlet in Teams PowerShell:

PowerShell

Get-CsOnlineUser -ResultSize Unlimited | select

userprincipalname,sipaddress | Export-Csv C:\
<Path>\allteamsusersexport.csv

Note: In this cmdlet, replace <Path> with the folder location where you want to
save the output. The output will be exported to the Allteamsusersexport.csv file that
will be saved in the path you specify. It will list all users together with their User
Principal Names (UPNs) and SIP addresses. You can filter the .csv file by SIP
domains to determine which SIP-enabled domains are being used. You can also
determine the SIP-enabled domain that's assigned to each user.

3. For each SIP-enabled domain that is being used, check the existing DNS records:
a. Sign in to the Microsoft 365 admin center.
b. Navigate to Settings > Domains.
c. For each domain on the Domains page, select DNS settings, and then check the
DNS records that are listed for Skype for Business. Add any DNS records that
are missing. For information about how to verify and add DNS records, see step
6 in Add a domain to Microsoft 365.

Note: The default SIP-enabled onmicrosoft.com domains in your tenant are either
owned or managed by Microsoft. You don't have to check their DNS records
because that information is updated automatically by Microsoft.

4. Identify the unused SIP-enabled domains by comparing the list of all SIP-enabled
domains from step 1b with the list of currently used domains in the
Allteamsusersexport.csv file from step 2. The domains that are in the "1b" list but
not in the .csv file will be those that are not in use.

5. For each unused SIP enabled domain, use either Method 1 or Method 2:

Method 1: Make sure that the lyncdiscover DNS record exists and points to
Microsoft 365.

Method 2: Disable the domain for SIP by running the following Disable-
CsOnlineSipDomain cmdlet:
 PowerShell

Disable-CsOnlineSipDomain -Domain <domain_name>

２ Warning

Do not run this cmdlet on domains that contain users who are hosted on
Skype for Business Online or Teams. If you disable an online SIP domain,
all Skype for Business Online accounts that are provisioned in that
domain will be deleted. Although Teams doesn't use the SIP functionality
in the same manner as Skype for Business Online, it has dependencies
that are built on the SIP functionality and on the Skype for Business
Online accounts that are provisioned in the SIP domain.

6. Try to enable Teams Only mode for your tenant again.

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Exclude antivirus and DLP applications
from blocking Teams
Article • 07/26/2024 • Applies to: New Microsoft Teams, Classic Microsoft Teams

Third-party antivirus and data loss prevention (DLP) applications can interfere with the
Microsoft Teams app and prevent it from starting correctly. When you use non-
Microsoft antivirus or DLP applications in PCs, you can include or approve the use of the
Teams app on the computers. This action helps to enhance the performance of the PCs
and mitigate the effect of the antivirus and DLP applications on security.

Classic Teams
To prevent issues with starting the classic Teams app, add the following processes to the
exclusion list in the antivirus software that you’re using:

C:\Users\*\AppData\Local\Microsoft\Teams\current\teams.exe

C:\Users\*\AppData\Local\Microsoft\Teams\update.exe
C:\Users\*\AppData\Local\Microsoft\Teams\current\squirrel.exe

C:\Users\*\AppData\Local\Microsoft\TeamsMeetingAddin

Alternatively, you can add the processes to the allowlist for programs in your DLP
application. The method to accomplish this addition varies. For specific instructions,
contact your DLP application’s manufacturer.

New Teams
The MSIX installer installs the new Teams app in the WindowsApps folder instead of the
user profile folder, where the classic Teams app is installed. Because users can’t write to
the WindowsApps folder, this location adds better protection against attacks that try to
alter the installation of the Teams app.

Note: The MSIX installer and all files in the same directory are signed with a Microsoft
certificate.

The name of the folder where the new Teams app is installed is dynamic and it changes
when the app’s version is updated. The folder name begins with MSTeams_, ends with
_8wekyb3d8bbwe, and includes the app’s version number in between. For example,
MSTeams_23247.1112.2396.409_x64_8wekyb3d8bbwe.
To prevent issues with starting or using the new Teams app, add the following processes
to the exclusion list in the antivirus software that you’re using:

ms-teams.exe
ms-teamsupdate.exe

msedgewebview2.exe

Alternatively, you can add the processes to the allowlist for programs in your DLP
application. The method to accomplish this addition varies. For specific instructions,
contact your DLP application’s manufacturer.

Location of the Teams installation folder

To add the Teams processes to either the exclusion list or the Safe list/Allow list, you can
find their location by using the following steps:

1. Open Windows PowerShell and type the following cmdlet to determine the
location of the installation files: Get-AppPackage -name "msteams"

The output includes the value of the InstallLocation parameter such as C:\Program
Files\WindowsApps\ MSTeams_23247.1112.2396.409_x64_8wekyb3d8bbwe.

2. To view the individual files, open Task Manager and select More details.

3. On the Details tab, locate and right-click ms-teams.exe and select Open file
location.

Still need help? Go to Microsoft Support Community .

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Issues receiving messages and calls on
legacy systems
Article • 06/03/2024 • Applies to: Microsoft Teams

Users might have issues receiving messages or calls if they're using older versions of
Teams or have logged in with other applications.

Legacy ADU setups

If users are signed in to a domain-joined computer and you don't want their user name
pre-populated on the Teams sign-in screen, admins can set the following Windows
registry to turn off prepopulation of the user name (UPN):

Computer\HKEY_CURRENT_USER\Software\Microsoft\Office\Teams
SkipUpnPrefill(REG_DWORD)
0x00000001 (1)

７ Note

Skipping or ignoring user name pre-fill for user names that end in ".local" or ".corp"
is on by default, so you don't need to set a registry key to turn these off.

See Sign in to Microsoft Teams using modern authentication for more information.

Skype token revocation

When changing/resetting a password, older clients won't receive messages and calls for
up to an hour. To resolve this issue, either restart the app or move to newer clients.

Related articles
Teams Troubleshooting

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Provide product feedback
Resolve issues when starting the new Teams
app
Article • 07/09/2024 • Applies to: New Microsoft Teams

Symptoms
When you turn on the Try the new Teams toggle in classic Microsoft Teams, the new Teams app
doesn't start. Instead, a banner appears and displays the following error message:

Something went wrong.

If you check the log file for classic Teams, the following error entry is logged:

Output

message: Launch api returns false, code: 11, apiCode: undefined, extendedErrorCode: 0,
launchStatus: failed, status: failure, scenario: <scenarioGUID>, scenarioName:
launch_pear_app, name: launch_pear_app

Cause
This issue might occur for any of the following reasons:

The Cookies and Cache shell folders point to a reparse point.

The TEMP or TMP environment variables point to a reparse point.
You don't have the Read permission to access certain folders in the AppData folder.
Some folders in the AppData folder are changed to function as reparse points.
The AppData folder contains invalid files that have the same name as the required system
folders.
The SYSTEM account and the Administrators group don't have the Full control permission to
certain folders in the AppData folder.
You don't have the SYSAPPID permission to the Teams installation location.
The AllowAllTrustedApps policy setting prevents new Teams from starting.

Resolution
To apply the appropriate resolution for this issue, you have to perform multiple checks to determine
the cause of the issue. There are two options to run all the necessary diagnostic checks. Use the
option that you prefer.

Option 1: Run a script

The TeamsLaunchCheck.ps1 PowerShell script automates all the checks that you have to run.

The TeamsLaunchCheck.ps1 script

PowerShell

# $erroractionpreference="stop"

$list = @(
"$env:APPDATA",
"$env:APPDATA\Microsoft",
"$env:APPDATA\Microsoft\Crypto",
"$env:APPDATA\Microsoft\Internet Explorer",
"$env:APPDATA\Microsoft\Internet Explorer\UserData",
"$env:APPDATA\Microsoft\Internet Explorer\UserData\Low",
"$env:APPDATA\Microsoft\Spelling",
"$env:APPDATA\Microsoft\SystemCertificates",
"$env:APPDATA\Microsoft\Windows",
"$env:APPDATA\Microsoft\Windows\Libraries",
"$env:APPDATA\Microsoft\Windows\Recent",
"$env:LOCALAPPDATA",
"$env:LOCALAPPDATA\Microsoft",
"$env:LOCALAPPDATA\Microsoft\Windows",
"$env:LOCALAPPDATA\Microsoft\Windows\Explorer",
"$env:LOCALAPPDATA\Microsoft\Windows\History",
"$env:LOCALAPPDATA\Microsoft\Windows\History\Low",
"$env:LOCALAPPDATA\Microsoft\Windows\History\Low\History.IE5",
"$env:LOCALAPPDATA\Microsoft\Windows\IECompatCache",
"$env:LOCALAPPDATA\Microsoft\Windows\IECompatCache\Low",
"$env:LOCALAPPDATA\Microsoft\Windows\IECompatUaCache",
"$env:LOCALAPPDATA\Microsoft\Windows\IECompatUaCache\Low",
"$env:LOCALAPPDATA\Microsoft\Windows\INetCache",
"$env:LOCALAPPDATA\Microsoft\Windows\INetCookies",
"$env:LOCALAPPDATA\Microsoft\Windows\INetCookies\DNTException",
"$env:LOCALAPPDATA\Microsoft\Windows\INetCookies\DNTException\Low",
"$env:LOCALAPPDATA\Microsoft\Windows\INetCookies\Low",
"$env:LOCALAPPDATA\Microsoft\Windows\INetCookies\PrivacIE",
"$env:LOCALAPPDATA\Microsoft\Windows\INetCookies\PrivacIE\Low",
"$env:LOCALAPPDATA\Microsoft\Windows\PPBCompatCache",
"$env:LOCALAPPDATA\Microsoft\Windows\PPBCompatCache\Low",
"$env:LOCALAPPDATA\Microsoft\Windows\PPBCompatUaCache",
"$env:LOCALAPPDATA\Microsoft\Windows\PPBCompatUaCache\Low",
"$env:LOCALAPPDATA\Microsoft\WindowsApps",
"$env:LOCALAPPDATA\Packages",
"$env:LOCALAPPDATA\Publishers",
"$env:LOCALAPPDATA\Publishers\8wekyb3d8bbwe",
"$env:LOCALAPPDATA\Temp",
"$env:USERPROFILE\AppData\LocalLow",
"$env:USERPROFILE\AppData\LocalLow\Microsoft",
"$env:USERPROFILE\AppData\LocalLow\Microsoft\Internet Explorer",
"$env:USERPROFILE\AppData\LocalLow\Microsoft\Internet Explorer\DOMStore",
"$env:USERPROFILE\AppData\LocalLow\Microsoft\Internet Explorer\EdpDomStore",
"$env:USERPROFILE\AppData\LocalLow\Microsoft\Internet Explorer\EmieSiteList",
"$env:USERPROFILE\AppData\LocalLow\Microsoft\Internet Explorer\EmieUserList",
"$env:USERPROFILE\AppData\LocalLow\Microsoft\Internet Explorer\IEFlipAheadCache"
)

$ver = Get-ItemProperty -Path 'HKLM:\SOFTWARE\Microsoft\Windows NT\CurrentVersion\'

$script:osVersion = $ver.DisplayVersion
if($script:osVersion -eq "") {
 $script:osVersion = $ver.ReleaseId
}
$script:osBuild = (Get-WmiObject -Class Win32_OperatingSystem).Version
$script:osUBR= [int]$ver.UBR
$script:osFullBuild = [version]"$script:osBuild.$script:osUBR"
$script:osProductName = $ver.ProductName

function ValidateShellFolders
{
$shellFolders = @(
"Cookies",
"Cache"
)

$shellPaths = @{}

$path = "HKCU:\SOFTWARE\Microsoft\Windows\CurrentVersion\Explorer\User Shell

Folders"
$keys = Get-Item $path
$props = Get-ItemProperty $path
($keys).Property | %{
$shellPaths[$_] = $props."$_"
$str = $props."$_"
$str += "`t: " + $_
echo $str
}

foreach($shellFolder in $shellFolders)
{
$shellPath = $shellPaths[$shellFolder]
if(PathContainsReparsePoint($shellPath))
{
Write-Warning "$($shellFolder) User Shell Folder path $shellPath contains a
reparse point."
}
else
{
Write-Host "$($shellFolder) User Shell Folder path $shellPath is not a
reparse point" -ForegroundColor Green
}
}
}

function ValidateEnvironmentVars
{
$temps = (gci env:* | ?{@("TEMP", "TMP").Contains($_.Name)})
foreach($temp in $temps)
{
if(PathContainsReparsePoint($temp.Value))
{
Write-Warning "$($temp.Name): $($temp.Value) contains a reparse point."
}
else
{
Write-Host "$($temp.Name): $($temp.Value) is not a reparse point" -
ForegroundColor Green
}
}
}

function ValidateUserAccess($list)
{
 $checked = @()
foreach ($path in $list)
{
$left = $path
for($i=0;$i -lt 10; $i++)
{
if ([string]::IsNullOrEmpty($left))
{
break;
}
if(-Not $checked.Contains($left))
{
try
{
if (Test-Path -Path $left)
{
$items = Get-ChildItem $left -ErrorAction SilentlyContinue -
ErrorVariable GCIErrors
if($GCIErrors.Count -eq 0)
{
Write-Host "User is able to access $left" -ForegroundColor
Green
}
else
{
Write-Warning "$left is missing permissions for the current
user."
}
$checked += $left
}
else
{
Write-Host "MISSING: $path" -ForegroundColor Green
}
}
catch
{
Write-Warning "Error trying to access $left."
}
}
$left=Split-Path $left
}
}
}

function ValidatePaths($list)
{
foreach ($path in $list)
{
if (Test-Path -Path $path)
{
if (Test-Path -Path $path -PathType Container)
{
Write-Host "Folder: $path" -ForegroundColor Green
}
else
{
Write-Warning "FILE: $path"
}
}
else
{
 Write-Host "MISSING: $path" -ForegroundColor Green
}
}
}

function ValidateSystemPerms($list)
{
foreach ($path in $list)
{
if (Test-Path -Path $path)
{
$systemPerms = (Get-Acl $path).Access | where {$_.IdentityReference -eq "NT
AUTHORITY\SYSTEM"}
$systemFullControl = $systemPerms | where {$_.FileSystemRights -eq
"FullControl" -and $_.AccessControlType -eq "Allow"}
if($systemFullControl.Count -ge 1)
{
Write-Host "$path has the correct permissions assigned for SYSTEM
account" -ForegroundColor Green
}
else
{
Write-Warning "$path is missing permissions for the SYSTEM account. The
current permissions:"
$systemPerms
}
$adminPerms = (Get-Acl $path).Access | where {$_.IdentityReference -eq
"BUILTIN\Administrators"}
$adminFullControl = $adminPerms | where {$_.FileSystemRights -eq
"FullControl" -and $_.AccessControlType -eq "Allow"}
if($adminFullControl.Count -ge 1)
{
Write-Host "$path has the correct permissions assigned for
Administrators group" -ForegroundColor Green
}
else
{
Write-Warning "$path is missing permissions for the Administrators
group. The current permissions:"
$adminPerms
}
}
else
{
Write-Host "MISSING: $path" -ForegroundColor Green
}
}
}

function ValidateSysAppIdPerms
{
$apps = Get-AppxPackage MSTeams
foreach($app in $apps)
{
$perms = (Get-Acl $app.InstallLocation).sddl -split "\(" | ?{$_ -match
"WIN:/\/\SYSAPPID"}
if($perms.Length -gt 0)
{
Write-Host "$($app.InstallLocation) has the correct SYSAPPID permissions
assigned" -ForegroundColor Green
}
else
 {
Write-Warning "$($app.InstallLocation) is missing SYSAPPID permissions."
}
}
}

function IsReparsePoint([string]$path)
{

$props = Get-ItemProperty -Path $path -ErrorAction SilentlyContinue

if($props.Attributes -match 'ReparsePoint')
{
return $true
}
return $false
}

function PathContainsReparsePoint($path, $trace = $false)

{
$badPaths = 0
$result = ""
$left = $path
for($i=0;$i -lt 10; $i++)
{
if ([string]::IsNullOrEmpty($left))
{
break;
};
if(IsReparsePoint($left))
{
$result = "Y" + $result
$badPaths++
}
else{
$result = "N" + $result
}
$left=Split-Path $left
}
if($trace)
{
if ($result.Contains("Y"))
{
Write-Warning "$result $path contains a reparse point"
}
else
{
Write-Host "$result $path" -ForegroundColor Green
}
}
return $badPaths -gt 0
}

function ValidateAppXPolicies()
{
$osPatchThresholds = @{
"10.0.19044" = 4046 #Win 10 21H2
"10.0.19045" = 3636 #Win 10 22H2
"10.0.22000" = 2777 #Win 11 21H2
"10.0.22621" = 2506 #Win 11 22H2
}

$minPatchVersion = [version]"10.0.19044"
 $maxPatchVersion = [version]"10.0.22621"

if($script:osFullBuild -lt $minPatchVersion)

{
if(-Not (HasAllowAllTrustedAppsKeyEnabled))
{
Write-Warning "AllowAllTrustedApps is not enabled and OS version is too low
to get the AllowAllTrustedApps patch."
}
else
{
Write-Host "The OS version is too low to get the AllowAllTrustedApps patch,
but AllowAllTrustedApps is a supported value" -ForegroundColor Green
}
}
elseif($script:osFullBuild -le $maxPatchVersion)
{
$targetUBR = $osPatchThresholds[$script:osBuild]
if($script:osUBR -lt $targetUBR)
{
if(-Not (HasAllowAllTrustedAppsKeyEnabled))
{
$recommendedVersion = [version]"$script:osBuild.$targetUBR"
Write-Warning "AllowAllTrustedApps is not enabled and your version of
Windows does not contain a required patch to support this.`nEither update your version
of Windows to be greater than $recommendedVersion, or enable AllowAllTrustedApps"
}
else
{
Write-Host "OS version is missing the AllowAllTrustedApps patch, but
AllowAllTrustedApps is a supported value" -ForegroundColor Green
}
}
else
{
Write-Host "OS version has the AllowAllTrustedApps patch" -ForegroundColor
Green
}
}
else
{
Write-Host "OS version is high enough that AllowAllTrustedApps should not be an
issue" -ForegroundColor Green
}
}

function HasAllowAllTrustedAppsKeyEnabled
{
$hasKey = $false;
$appXKeys = @("HKLM:\Software\Microsoft\Windows\CurrentVersion\AppModelUnlock",
"HKLM:\Software\Policies\Microsoft\Windows\Appx")
foreach ($key in $appXKeys)
{
try
{
$value = Get-ItemPropertyValue -Path $key -Name "AllowAllTrustedApps"
echo "$key AllowAllTrustedApps = $value"
if ($value -ne 0)
{
$hasKey = $true
break;
}
 }
catch
{
echo "Missing AllowAllTrustedApps key at $key"
}
}
return $hasKey
}

echo "$script:osProductName Version $script:osVersion, Build $script:osFullBuild"

echo ""
echo "# Checking for reparse points in user shell folders"
ValidateShellFolders
echo ""
echo "# Checking for reparse points in temp/tmp environment variables"
ValidateEnvironmentVars
echo ""
echo "# Checking for user permissions in appdata"
ValidateUserAccess($list)
echo ""
echo "# Checking for reparse points in appdata"
foreach ($path in $list)
{
$result = PathContainsReparsePoint $path $true
}
echo ""
echo "# Checking for unexpected files in appdata"
ValidatePaths($list)
echo ""
echo "# Checking SYSTEM and Administrators permissions in appdata"
ValidateSystemPerms($list)
echo ""
echo "# Checking SYSAPPID permissions"
ValidateSysAppIdPerms
echo ""
echo "# Checking if AllowAllTrustedApps is valid"
ValidateAppXPolicies

Pause

Option 2: Perform the checks manually

） Important

This section, method, or task contains steps that tell you how to modify the registry. However,
serious problems might occur if you modify the registry incorrectly. Therefore, make sure that
you follow these steps carefully. For added protection, back up the registry before you
modify it. Then, you can restore the registry if a problem occurs.

1. Check whether the Cookies and Cache shell folders point to a location that is a reparse point:

a. Run the following PowerShell commands:

PowerShell
 (gp ([environment]::getfolderpath("Cookies"))).Attributes -match 'ReparsePoint'
(gp ([environment]::getfolderpath("InternetCache"))).Attributes -match
'ReparsePoint'

b. If both commands return False, go to step 2. Otherwise, open the Registry Editor and locate
the following subkey:

Computer\HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\User
Shell Folders

c. For the shell folder in the PowerShell command that's returned as True, update the value of
its associated registry entry to a location that isn't a reparse point. For example, you can set
the value to the default path:

ﾉ Expand table

Registry entry Value

Cookies %USERPROFILE%\AppData\Local\Microsoft\Windows\INetCookies

Cache %USERPROFILE%\AppData\Local\Microsoft\Windows\INetCache

2. Check whether the values of the TEMP or TMP environment variables are set to a reparse point:

a. Run the following PowerShell command:

PowerShell

gci env:* | ?{@("TEMP", "TMP").Contains($_.Name)} | %{$_.Value+" - "+((gp

$_.Value).Attributes -match 'ReparsePoint')}

b. If the command returns False, go to step 3. Otherwise, set the value of the environment
variables to a location that isn't a reparse point.

3. Check whether you have the Read permission to access all the following directories in the
AppData folder:

%USERPROFILE%\AppData\Local
%USERPROFILE%\AppData\Local\Microsoft
%USERPROFILE%\AppData\Local\Microsoft\Windows
%USERPROFILE%\AppData\Local\Microsoft\Windows\Explorer
%USERPROFILE%\AppData\Local\Microsoft\Windows\History
%USERPROFILE%\AppData\Local\Microsoft\Windows\History\Low
%USERPROFILE%\AppData\Local\Microsoft\Windows\History\Low\History.IE5
%USERPROFILE%\AppData\Local\Microsoft\Windows\IECompatCache
%USERPROFILE%\AppData\Local\Microsoft\Windows\IECompatCache\Low
%USERPROFILE%\AppData\Local\Microsoft\Windows\IECompatUaCache
%USERPROFILE%\AppData\Local\Microsoft\Windows\IECompatUaCache\Low
%USERPROFILE%\AppData\Local\Microsoft\Windows\INetCache
 %USERPROFILE%\AppData\Local\Microsoft\Windows\INetCookies
%USERPROFILE%\AppData\Local\Microsoft\Windows\INetCookies\DNTException
%USERPROFILE%\AppData\Local\Microsoft\Windows\INetCookies\DNTException\Low
%USERPROFILE%\AppData\Local\Microsoft\Windows\INetCookies\Low
%USERPROFILE%\AppData\Local\Microsoft\Windows\INetCookies\PrivacIE
%USERPROFILE%\AppData\Local\Microsoft\Windows\INetCookies\PrivacIE\Low
%USERPROFILE%\AppData\Local\Microsoft\Windows\PPBCompatCache
%USERPROFILE%\AppData\Local\Microsoft\Windows\PPBCompatCache\Low
%USERPROFILE%\AppData\Local\Microsoft\Windows\PPBCompatUaCache
%USERPROFILE%\AppData\Local\Microsoft\Windows\PPBCompatUaCache\Low
%USERPROFILE%\AppData\Local\Microsoft\WindowsApps
%USERPROFILE%\AppData\Local\Packages
%USERPROFILE%\AppData\Local\Packages\VirtualizationTests.Main_8wekyb3d8bbwe\LocalCache
%USERPROFILE%\AppData\Local\Publishers
%USERPROFILE%\AppData\Local\Publishers\8wekyb3d8bbwe
%USERPROFILE%\AppData\Local\Temp
%USERPROFILE%\AppData\LocalLow
%USERPROFILE%\AppData\LocalLow\Microsoft
%USERPROFILE%\AppData\LocalLow\Microsoft\Internet Explorer
%USERPROFILE%\AppData\LocalLow\Microsoft\Internet Explorer\DOMStore
%USERPROFILE%\AppData\LocalLow\Microsoft\Internet Explorer\EdpDomStore
%USERPROFILE%\AppData\LocalLow\Microsoft\Internet Explorer\EmieSiteList
%USERPROFILE%\AppData\LocalLow\Microsoft\Internet Explorer\EmieUserList
%USERPROFILE%\AppData\LocalLow\Microsoft\Internet Explorer\IEFlipAheadCache
%USERPROFILE%\AppData\Roaming
%USERPROFILE%\AppData\Roaming\Microsoft
%USERPROFILE%\AppData\Roaming\Microsoft\Crypto
%USERPROFILE%\AppData\Roaming\Microsoft\Internet Explorer
%USERPROFILE%\AppData\Roaming\Microsoft\Internet Explorer\UserData
%USERPROFILE%\AppData\Roaming\Microsoft\Internet Explorer\UserData\Low
%USERPROFILE%\AppData\Roaming\Microsoft\Spelling
%USERPROFILE%\AppData\Roaming\Microsoft\SystemCertificates
%USERPROFILE%\AppData\Roaming\Microsoft\Windows
%USERPROFILE%\AppData\Roaming\Microsoft\Windows\Libraries
%USERPROFILE%\AppData\Roaming\Microsoft\Windows\Recent

You can use the Test-Path PowerShell command to perform this check. If you don't have the
Read permission for a particular folder, ask someone who has the Full control permission for
the folder to grant you the Read permission.

4. Check whether any of the folders that are listed in step 3 are changed to function as reparse
points. If any of the folders are reparse points, contact Microsoft Support .

5. Check for files that have the same name as a required system folder in the AppData folder. For
example, a file that's named Libraries in the path, %AppData%\Microsoft\Windows\Libraries, has
the same name as a folder that has the same path. For each folder that's listed in step 3, run the
following PowerShell command:
 PowerShell

Test-Path -Path <directory name, such as $env:USERPROFILE\AppData\Local\Temp> -

PathType Leaf

If the command returns True, remove the file, and then create a folder by using the same name
as the complete path for the system folder.

6. Check whether the SYSTEM account and the Administrators group have the Full control
permission to all directories that are listed in step 3.

a. Run the following PowerShell commands for each folder:

PowerShell

((Get-Acl (Join-Path $env:USERPROFILE "<directory name that starts with AppData,

such as AppData\Local>")).Access | ?{$_.IdentityReference -eq "NT
AUTHORITY\SYSTEM" -and $_.FileSystemRights -eq "FullControl"} | measure).Count -
eq 1
((Get-Acl (Join-Path $env:USERPROFILE "<directory name that starts with AppData,
such as AppData\Local>")).Access | ?{$_.IdentityReference -eq
"BUILTIN\Administrators" -and $_.FileSystemRights -eq "FullControl"} |
measure).Count -eq 1

b. If either command returns False, ask someone who has the Full control permission for the
folder to grant the Full control permission to the corresponding account.

7. Check whether you have the SYSAPPID permission to the Teams installation location. Run the
following PowerShell command:

PowerShell

Get-AppxPackage MSTeams | %{$_.InstallLocation+" - "+(((Get-Acl

$_.InstallLocation).sddl -split "\(" | ?{$_ -match "WIN:/\/\SYSAPPID"} |
Measure).count -eq 1)}

If the command returns False, ask a member of the local Administrators group to delete your
user profile on the computer. Then, sign in by using your user account to re-create the user
profile.

8. Check the AllowAllTrustedApps policy setting:

a. In a Command Prompt window, run the winver command.

b. Compare your Windows version and build number in the results to the following versions of
Windows 11 and Windows 10:

Windows 11 version 21H2 OS build 22000.2777

Windows 11 version 22H2 OS build 22621.2506
Windows 10 version 21H2 OS build 19044.4046
Windows 10 version 22H2 OS build 19045.3636
 c. If your Windows version and build number are earlier than those in the list, open Registry
Editor, and then locate the AllowAllTrustedApps registry entry under one of the following
subkeys:

Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\AppModelUnlo

ck

Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows\Appx

d. Check the value of AllowAllTrustedApps. If the value is 0, the policy is disabled. Change it to
1 to enable the policy, and then try again to start new Teams.

Note: To start new Teams without enabling the AllowAllTrustedApps policy, you must be
running one of the versions of Windows that are listed in step 5b.

9. If the issue persists, update the system to Windows 11, version 22H2, OS build 22621.2506 or a
later version.

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Resolve the new Teams client
installation issues
Article • 01/14/2025 • Applies to: New Microsoft Teams

This article helps you resolve issues that occur when you try to download and install the
new Microsoft Teams client.

Run the pre-installation check script to identify potential issues and follow the
suggested resoutions to fix them.

Policy settings prevent download and

installation
If users receive the following error message when they try to install the app, it means
that there are restrictions that prevent them from downloading and installing the app:

Due to org policy, you can't install the new Teams. For more info, contact your IT
admin.

It's possible that the MSIX package installation is blocked by registry keys that are set by
Group Policy or a third-party tool. For a complete list of applicable registry keys, see
How Group Policy works with packaged apps - MSIX.

The following registry keys could block new Teams MSIX package installation:

BlockNonAdminUserInstall

AllowAllTrustedApps

AllowDevelopmentWithoutDevLicense

） Important
 If AllowAllTrustedApps is disabled, the new Teams app (MSIX) installation fails. This
issue has been fixed in the Windows October cumulative update KB5031455:

Windows 10: October 26, 2023—KB5031445 (OS Build 19045.3636)

Windows 11: October 26, 2023—KB5031455 (OS Build 22621.2506)

If this optional October update isn't available for your OS build, the November
security update includes the fix.

These three registry keys can be found at either of the following locations:

Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\AppModel

Unlock
Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows\Appx

Some policies might change these registry keys and block app installation in your
organization because of a restrictive policy that was set by the admins. Some of the
known GPO policies that could prevent installation include:

Prevent non-admin users from installing packaged Windows apps

Allow all trusted apps to install (disabled)

How to check for restrictive policies for your computer

1. In Windows, search for Edit Group Policy. Or, right-click the Windows logo button,
select Run, and then enter gpedit.msc. This action opens the Local Group Policy
Editor.

2. Navigate to Computer Configuration > Administrative Templates > Windows

Components > App package Deployment, and check the following policy settings:

Prevent non-admin users from installing packaged Windows apps

Allow all trusted apps to install

3. Make sure that these settings are set to Not configured.

７ Note

For admins who are bulk deploying new Teams to their organization's computers,
see Bulk upgrade to the new Microsoft Teams client.
Fix the App switcher toggle
Before you turn on the Try the new Teams toggle, restart the current client to
make sure that you have the latest changes. Additionally, if there are any pending
Windows updates, including security updates, install those before you try to install
the new Teams.
If you don't see the Try the new Teams toggle, make sure that you're running the
minimum required versions of Windows and Teams.
After you successfully switch to new Teams, if you can't find the toggle at the top
left corner of the window to switch between new Teams and Microsoft Teams
classic (work or school), start the version that you want by searching for it on the
Start menu, or by selecting it on the taskbar.

Conditions that can block the user from seeing

the App switcher toggle
The following conditions can block users from seeing the app switcher toggle:

The user's admin has set up sign in restrictions.

The user is on a virtual desktop infrastructure (VDI) computer, such as Citrix or
VMware.
The user is signed in to classic Teams with a Teams for Life account and a work
account.
The user is signed in to classic Teams with a Teams for Life account.

How to determine which condition is blocking the app

switcher toggle
1. Open the logs that are in this path: %appdata%/Microsoft/Teams .

2. Open logs.txt.

3. Search for appswitcher_appstateservice_check.

4. Check the enggComplete flag:

If true, Microsoft turned on the setting for you.

If false, Microsoft didn't yet turn on the setting, or you have to restart the
app.

5. Check the isAboveWin10Vibranium flag:

 If true, the OS version is greater than or equal to the version that's required
for the app switcher.
If false, the OS version is older than what Microsoft supports.

6. Check the code in the following table to learn the cause of the blocking condition.

ﾉ Expand table

Code Meaning

TFLONLY You're signed in to only Teams for Life.

TFLANDTFW You're signed in to Teams for Life and Teams for Work.

SPECIALCLOUD You're signed in to a special cloud that isn't supported.

CROSSCLOUD You're signed in to a government cloud.

VDI You're signed in to a VDI computer (VMware, Citrix, AVD/WV).

SIGNINRESTRICTED You're signed in to the specified tenant but the App switcher toggle
doesn't appear.

Update and restart message in the title bar

After a user opts in to the new Teams, they might receive an Update and restart
message in the title bar.

This message is expected behavior. Select the link to restart the app.

Windows 10 users receive an error message

Windows 10 users receive the following error message when they download and install
the new Teams:

We've run into an issue

To fix this issue, download and install WebView2 Runtime. Then, restart the Teams
desktop app and try again.

Some people don't see the toggle to opt in

Make sure that the user's computer meets the minimum requirements for the Teams
desktop app. Then, have them sign out and back in to Teams.
If the toggle still doesn't appear, follow these steps:

1. Right-click the Teams app icon in the taskbar, and then select Quit.
2. Open File Explorer. In the address bar, enter the following path:
%appdata%/Microsoft/Teams , and then press Enter.

3. Delete all the folder contents (the Teams app and any custom settings won't be
deleted). If you see a message that states that a certain file or folder can't be
deleted, select Skip.
4. Restart the Teams app, right-click the icon, and then select Quit.
5. Restart the Teams app one more time. You should now see the toggle switch.

Download and install even if Group Policy is set

to disabled
You might still be able to download and install the new Teams app even if you have the
Allow all trusted apps to install Group Policy set to Disabled.

If you're running Windows 10 or Windows 11 update version 10D or a later

version, you can still download and install the new Teams app.
If you're running Windows 11, version 21H1 SV1 (Build 10.0.22000), you'll remain
blocked. In this case, you must upgrade to a newer version of Windows 11 in order
to use the new Teams.

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Self-help diagnostics for Microsoft
Teams administrators
Article • 12/03/2024 • Applies to: Teams

To keep pace with the growth in usage of Microsoft Teams, Microsoft has developed
Teams-specific diagnostics that cover top support issues and configuration tasks for
which administrators most commonly request help. These diagnostics can't make
changes to your tenant, but they provide insights into the issues that affect them and
instructions to fix the issues quickly.

Administrators can run the diagnostics from the Microsoft 365 admin center. For users
who don't have administrator permissions, a set of connectivity tests are available in the
Microsoft Remote Connectivity Analyzer tool that's used to troubleshoot connectivity
issues that affect Teams.

７ Note

The diagnostics in the admin center aren't available for the GCC High or DoD
environments, or for Microsoft 365 operated by 21Vianet.
The Microsoft Remote Connectivity Analyzer tool isn't available for the GCC
and GCC High Microsoft 365 Government environments.

Run diagnostics in the Microsoft 365 admin

center
1. Sign in to the Microsoft 365 admin center as an administrator.
2. Select the Help & Support floating button in the bottom right corner of the screen
to open the Help pane.
3. In the text box, type a brief description of the issue you need help to resolve.
4. Follow the prompts, and then select Run tests.

After the diagnostic checks finish and the issue is found, you're provided instructions to
resolve the issue. If you implement a fix that's based upon the instructions, it's a good
practive to rerun the diagnostic to make sure that the issue is completely resolved.

When an IT admin runs customer diagnostics in the Microsoft 365 admin center to
resolve issues without logging support requests, Microsoft makes a donation to a global
nonprofit organization. For more information, see Diagnostics for Social Good .
Run connectivity tests in the Microsoft Remote
Connectivity Analyzer tool
1. Open a web browser and navigate to Microsoft Remote Connectivity Analyzer .
2. From the list of available tests, select one that applies to your issue.
3. Provide the required information.
4. Enter the verification code that's displayed, and then select Verify.
5. Select the checkbox to accept the terms of agreement, and then select Perform
Test.

After the test finishes, the screen will display details about the checks that were
performed and whether the test succeeded, failed, or was successful but displayed a few
warnings. A link is provided to get details about warnings and failures and how to
resolve them.

Scenarios covered by diagnostics and

connectivity tests
The following tables list the diagnostics that are currently available in the Microsoft 365
admin center and the connectivity tests that are available in the Microsoft Remote
Connectivity Analyzer tool. The diagnostics are organized by category together with
links to access the diagnostics and connectivity tests directly, scenario descriptions, and
help articles about the scenarios.

Authentication

ﾉ Expand table

Description Diagnostic Connectivity test Support article

shortcut shortcut

Checks whether a user can sign Run Tests: Teams Sign in Resolve sign-in
in to the Teams app. Teams Sign-In errors in Teams

Checks whether a user account Teams Android Desk Certified Android

meets the requirements for a Phone Sign in devices get signed
Microsoft Teams user to be able out of Teams
to sign in to a Teams Android
desk phone.

Checks whether a user account Microsoft Teams Fix Conditional

meets the requirements for a Rooms Sign in Access-related
Description Diagnostic Connectivity test Support article
shortcut shortcut

Microsoft Teams user to be able issues for Teams

to sign in to a Microsoft Teams Android devices
Rooms device.
Fix Teams Rooms
resource account
sign-in issues

Checks whether the Teams user Run Tests: Teams Federation Manage external
can communicate with a Teams and Interoperability access (federation)
federated Teams user. Federation
External federated
contacts don't
appear in Teams
search

Exchange integration

ﾉ Expand table

Description Diagnostic Connectivity Support article

shortcut test shortcut

Determines the ability of Teams to interact Teams Resolve

with Microsoft Exchange Server. For Exchange interaction
Exchange Hybrid, run the test two times by Integration issues between
using a Microsoft 365 mailbox and an on- Teams and
premises mailbox. This is useful for IT Exchange Server
administrators who want to troubleshoot
Teams and Exchange integration.

Devices

ﾉ Expand table

Description Diagnostic Connectivity Support article

shortcut test shortcut

Checks whether a user account Run Tests: Teams Teams Android Certified Android
meets the requirements for a Android Desk Desk Phone devices get signed
Microsoft Teams user to be able Phone Sign in Sign in out of Teams
to sign in to a Teams Android desk
phone.
Description Diagnostic Connectivity Support article
shortcut test shortcut

Checks whether a user account Run Tests: Microsoft Teams Fix Conditional
meets the requirements for a Teams Rooms Rooms Sign in Access-related
Microsoft Teams user to be able Android Sign issues for Teams
to sign in to the following in Android devices
Microsoft Teams Rooms devices: Run Tests:
Teams Rooms on Android Teams Rooms Fix Teams Rooms
Teams Rooms on Windows Windows resource account
Teams panels Sign in sign-in issues
Run Tests:
Teams Panel
Sign in

Files

ﾉ Expand table

Description Diagnostic shortcut Connectivity Support article

test shortcut

Checks whether guest users Run Tests: Teams Guests can't access
can be added to Teams and Files Guest Access Files tab for shared
the Team is shared with the files in Teams
user.

Checks whether the specified Run Tests: Unable to Error when uploading
user can upload files in upload files to Teams files to a Teams chat
Teams chat. chat

Checks whether a specified Run Tests: Unable to Error (You don't have
user can't access files that access files shared in access to this file)
are shared by another user in Teams chat when opening a file in
chats. Teams

Checks whether a specified Run Tests: Unable to Can't access the Files
user has access to files in the access files in a team tab on a Teams
team. channel

Meetings

ﾉ Expand table
Description Diagnostic Connectivity Support article
shortcut test shortcut

Checks whether the Teams Calendar Resolve interaction

prerequisites are correctly App issues between
configured for the Microsoft Teams and Exchange
Teams calendar app to function. Server

Tries to locate a missing Teams Run Tests: Missing Teams cloud meeting
Meeting Recording. Recording recording

Checks a user's policy for 1:1 Call Run Tests: Teams Issues with meeting
Recording capability 1:1 Call Recording recordings

Checks whether a user has the Run Tests: Teams Resolve issues with
correct policies to enable the Add-in Missing in Teams Meeting add-
Teams Outlook add-in. Outlook in for Outlook

Checks whether the user is Run Tests: Meeting Teams Meeting Teams cloud meeting
correctly configured to record a Recording Recording recording
meeting in Teams.
Issues with meeting
recordings

Checks whether a user account Teams Meeting Resolve interaction

meets the requirements to Delegation issues between
schedule a Teams Meeting on Teams and Exchange
behalf of a delegator. Server

Presence

ﾉ Expand table

Description Diagnostic Connectivity test Support article

shortcut shortcut

Checks whether a user's Run Tests: Teams Calendar Your actual presence
Teams presence can be Teams presence Events Based status isn't displayed
correctly displayed. Presence in Teams

Voice

ﾉ Expand table
 Description Diagnostic Connectivity Support article
shortcut test shortcut

Checks whether a user is Run Tests: Teams Diagnose issues with

correctly configured for Direct Routing Direct Routing
direct routing.

Checks whether a call queue Run Tests: Teams Create a call queue in
is able to receive calls. Call Queue Microsoft Teams

Checks whether the dial pad Run Tests: Teams Teams PSTN Dial pad configuration
is visible within Teams. Dial Pad Missing Calling Dial Pad

Checks whether a user has Run Tests: Teams Set up Microsoft Calling
the ability to make or PSTN Plans
receive domestic or
international PSTN calls.

Checks whether a user has Run Tests: Teams See a list of users that are
the ability to create a PSTN Conference enabled for Audio
conference call. Conferencing in Microsoft
Teams

Checks whether an auto Run Tests: Teams Set up an auto attendant

attendant is able to receive Auto Attendant for Microsoft Teams
calls.

Checks whether a user is Run Tests: Teams Voicemail Set up Cloud Voicemail
correctly configured to use Voicemail
Voicemail in Teams.

Checks whether a user is Run Tests: Teams Configure call settings for
correctly configured to Call Forwarding your users
forward calls to a specified
number.

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"The following application instance is
not present in BVD" error when
assigning a phone number to a resource
accounts
Article • 11/27/2023 • Applies to: Microsoft Teams

Symptoms
You see the error "The following application instance is not present in BVD" and can't
assign a phone number to a resource account in Microsoft Teams.

Resolution
Allow 24 hours for the resource account to sync. If it has been more than 24 hours,
remove the phone number assignment, delete the resource account, and create a new
one with a different name.

More information
Still need help? Go to Microsoft Community .

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Troubleshoot connectivity issues with
the Microsoft Teams client
Article • 02/15/2023 • Applies to: Microsoft Teams

Most issues discovered with the Microsoft Teams client can be traced back to firewall or
proxy connectivity. Verifying that the necessary URLs, IP addresses and ports are opened
in your firewall or proxy will minimize unnecessary troubleshooting. For specific
information on URLs and IPs required for Microsoft Teams, please see the Microsoft 365
and Office 365 URLs and IP Address support article. The following scenarios require
specific URLs and ports to be opened in the firewall.

Authentication

Microsoft Teams Client Connectivity

Collaboration

Media

Shared Services

Third Party Integration

Skype for Business Interoperability

Skype for Business Client Interoperability

When Teams is offline or in low bandwidth

conditions
The good news is that Teams keeps running even when you're offline or running in low
bandwidth conditions. Teams saves all your unsent messages for existing chats (for up to
24 hours) and sends them as soon as you're back online. If you're offline for longer than
24 hours, Teams lets you choose to resend or delete unsent messages. We're working on
adding this functionality to new chats and will update this documentation when that's
available.

Related topics
Teams Troubleshooting
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Troubleshoot classic Microsoft Teams
installation and update issues on
Windows
Article • 10/13/2023 • Applies to: Microsoft Teams

） Important

The classic Team client is no longer supported. This client is not receiving further
updates, including security updates. The classic Teams client will not work after
June 30, 2025. You must upgrade to the new Teams client before that time. See The
new Microsoft Teams for more information.

This article provides guidance for how to diagnose and troubleshoot installation and
update issues for the Teams desktop client app running on Windows. For additional
troubleshooting information, see Teams troubleshooting.

[!Important]

This article applies only to classic Microsoft Teams. For new Teams, see:
Troubleshooting installation issues in the new Teams client

Check whether Teams is updated successfully

Follow these steps to check whether a Teams update is successfully installed.

1. In Teams, select the ellipsis (...) next to your profile picture, and then click About >
Version. A banner will appear that shows your current Teams version and when it
was last updated. For example You have Microsoft Teams Version 1.5.00.3806 (64-
bit)-E. It was last updated on 2/16/2022.
2. Open the ellipsis menu again and click Check for updates.
3. Wait for the banner at the top of the app to indicate that a "refresh" of Teams is
needed. The link should be shown about a minute later as this process downloads
the new version of Teams. The banner also lets you know if you’re already running
the latest version in which case, no update is necessary.
4. Click the refresh link in the banner.
5. Wait until Teams restarts, and then repeat step 1 to see whether the app is
updated.
If you see a failure message or if the version number is the same as in step 4, the update
process failed.

Troubleshoot installation and update issues

Troubleshoot installation issues

When Teams is installed, the Teams installer logs the sequence of events to
%LocalAppData%\SquirrelTemp\SquirrelSetup.log . The first thing to look for is an error

message or a call stack near the end of the log. Note that call stacks at the beginning of
the log may not mean that an installation issue exists. It can be easier to compare your
log against the log from a successful installation (even on another machine) to see
what's expected.

If %LocalAppData%\SquirrelTemp\SquirrelSetup.log doesn't indicate the cause or if you

need more information to troubleshoot the issue, see Collect and analyze application
and system logs.

Troubleshoot update issues

When Teams is successfully installed, the log location switches from
%LocalAppData%\SquirrelTemp to %LocalAppData%\Microsoft\Teams\SquirrelSetup.log .

Another log file of interest is %AppData%\Microsoft\Teams\logs.txt .

The %LocalAppData%\Microsoft\Teams\SquirrelSetup.log file is written by

Update.exe , which is an executable that services the Teams app.

The %AppData%\Microsoft\Teams\logs.txt file is used by the Teams app (specifically

Teams.exe ) to record significant application events. It will likely contain failure

information.

These log files contain personally identifiable information (PII) so they're not sent to
Microsoft.

Teams can automatically start the update process (depending on the policy) or users can
manually check for updates by going to the ellipsis (...) menu next to their profile picture
and selecting Check for updates. Both methods use the following sequence of events.

1. Check for updates. Teams makes a web request and includes the current app
version and deployment ring information. The goal of this step is to get the
download link. A failure at this step is logged in
%AppData%\Microsoft\Teams\logs.txt .
 2. Download update. Teams downloads the update by using the download link
obtained from step 1. When the download is complete, Teams calls Update.exe to
stage the download. A download failure is also logged in
%AppData%\Microsoft\Teams\logs.txt .

3. Stage the update. The downloaded content is verified and unpacked into an
intermediate folder, %LocalAppData%\Microsoft\Teams\stage ), which is done by
Update.exe . Failures at this step are logged in

%LocalAppData%\Microsoft\Teams\SquirrelSetup.log .

4. Install the update. There are multiple ways to start Teams. The system
automatically starts Teams when a user logs in or you can start Teams through a
shortcut. In this step, Update.exe checks for the presence of the staging folder,
verifies the content again, and performs file operations to un-stage the app. The
old application folder in %LocalAppData%\Microsoft\Teams\current is backed up to
%LocalAppData%\Microsoft\Teams\previous and the stage folder is renamed to

current . Failures at this step are logged in

%LocalAppData%\Microsoft\Teams\SquirrelSetup.log .

If %LocalAppData%\Microsoft\Teams\SquirrelSetup.log or
%AppData%\Microsoft\Teams\logs.txt don't contain sufficient information to determine

the underlying cause and you need more information to troubleshoot the issue, go to
Collect and analyze application and system logs.

Collect and analyze application and system

logs
This section describes how to collect and analyze application and system logs to get
more comprehensive information to troubleshoot the issue. You'll use Sysinternals tools
to complete these steps. To learn more, see Windows Sysinternals.

Collect logs
1. Download the Sysinternals tools .

2. Extract the zip file to the %Temp% folder on your local drive.

3. Open an elevated command prompt, and then do the following:

a. Run the following to go to your %Temp% folder:

Console
 cd /d %Temp%

b. Copy the setup and application logs. Note that depending on the point of
failure, some of these logs may not be present.

Console

copy %LocalAppData%\SquirrelTemp\SquirrelSetup.log SquirrelSetup.log

copy %AppData%\Microsoft\Teams\logs.txt logs.txt
copy %LocalAppData%\Microsoft\Teams\SquirrelSetup.log
SquirrelSetup_Teams.log

c. Run the following to capture the open handles.

Console

handle > handles.txt

d. Run the following to capture the opened DLLs.

Console

listdlls -v Teams > dlls.txt

e. Run the following to capture the drivers that are running.

Console

driverquery /v > driverquery.txt

f. Run the following to capture the access control lists (ACLs) of the Teams folder.

Console

icacls %LocalAppData%\Microsoft\Teams /save icacls.txt /T

Analyze logs (for advanced users)

A failed update can result in unpredictable app behavior. For example, users may be
unable to exit Teams, have a stale version of Teams, or can't start Teams. If you
experience an issue during an update, the first place to look to find the cause is
%LocalAppData%\SquirrelTemp\SquirrelSetup.log . Here are the different types of update
failures, listed from most common to least common, and how to analyze and
troubleshoot them using logs.

Unable to exit Teams

As Teams determines that it needs to update itself to a newer version, it downloads and
stages the new app, and then waits for an opportunity to restart itself the next time the
machine is idle. A common issue during this process is when another process or a file
system driver locks up the Teams.exe process, which prevents Teams.exe from exiting.
As a result, the Teams app can't be replaced by the newly-downloaded and staged app.

Troubleshooting tips:

To confirm that is the issue that you're experiencing, quit Teams (right-click Teams
on the task bar, and then click Quit). Then, open Task Manager in Windows to see
whether an instance of Teams is still running.
If you’re not on the computer that's having this issue, inspect the
%LocalAppData%\SquirrelTemp\SquirrelSetup.log collected from the computer

that's experiencing this issue and look for a Program: Unable to terminate the
process in the log entry.
To determine what's preventing Teams.exe from exiting, look at the Dlls.txt and
Handles.txt logs you created in the Collect logs section. These tell you the

processes that prevented Teams from exiting.

Another culprit that can prevent Teams from exiting is the kernel-mode file system
filter driver. Use the SysInternals tool, ProcDump, to collect the kernel-mode
process dump by running procdump -mk <pid> , where <pid> is the process ID
obtained from Task Manager. You can also inspect the Driverquery.txt log file to
see the active filter drivers that may interfere with Teams.
To recover from this state, restart the computer.

File permissions
Teams creates a number of subfolders and files in the user's profile throughout the
installation and update process. Because the app and the updater run as a non-elevated
user, read and write permissions must be granted on the following folders:

ﾉ Expand table

Folder Used by

%LocalAppData%\SquirrelTemp Teams installer (for example, Teams_Windows_x64.exe ) during

 Folder Used by

installation phase

%LocalAppData%\Microsoft\Teams Teams updater ( Update.exe ) to extract and stage the app

package during update process

%AppData%\Microsoft\Teams Teams app ( Teams.exe ) to save settings, app states, and the
(pre-staged) downloaded update package

If Teams is denied access because it can't write to a file, another software application
may be interfering or a security descriptor entry may be limiting write access to a folder.

Troubleshooting tips:

Look for access denied evidence in

%LocalAppData%\SquirrelTemp\SquirrelSetup.log or

%AppData%\Microsoft\Teams\logs.txt . Check these files to see whether there was

an attempt to write to a file that failed.

Open Icacls.txt and look for the effective access control entry (ACE) that blocks
write operations by a user who is not an admin. Typically, this is in one of the DACL
entries. For more information, see the icacls documentation.

File corrupted

In some cases, encryption software can change files in the

%LocalAppData%\Microsoft\Teams folder, which can prevent Teams from starting. This can

happen at any time, even when the app isn't being updated. When a file is corrupted,
the only way to recover from this state is to uninstall and re-install Teams.

７ Note

If you can't determine the underlying cause of the issue by using any of these
steps, you may want to try a Process Monitor session. Process Monitor is a
Sysinternals tool that records access to the registry and file system.

Related topics
Get clients for Microsoft Teams
Teams client updates
Teams Troubleshooting
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User information isn't updated in Teams
Article • 01/16/2025 • Applies to: Classic Microsoft Teams, New Microsoft Teams

After user attributes are updated in Microsoft Teams, users continue to see the old
information in the Teams client. User attributes include information such as display
name, telephone number, manager, and profile photo.

This behavior is by design.

Microsoft Teams has a caching scheme that's designed for capacity and performance
optimization. The Teams service caches general user information for up to three days.
The Teams client also caches general user information locally. Some data, such as display
name and telephone number, can be cached for up to 28 days in the client. Profile
photos can be cached for up to 60 days.

To clear the cache and receive updated information, sign out of Teams, and then sign
back in. Or, manually clear Teams cache.

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Teams will always log into the domain-
joined PC account
Article • 11/27/2023 • Applies to: Microsoft Teams

Symptom
If a user has two different Microsoft Teams accounts and has a domain-joined machine,
Teams uses the domain-joined profile on the machine to automatically log the user into
Teams.

Resolution
To switch to the other Teams account, the user must manually log out of the app and
enter credentials to the second account to log in. If the user logs out of Teams and
restarts the machine, upon restart, Teams will automatically log in using the domain-
joined profile.

More information
If users are signed in to a domain-joined computer and don't want their user name pre-
populated on the Teams sign-in screen, admins can set the following Windows registry
to turn off pre-population of the user name:

Output

Subkey: Computer\HKEY_CURRENT_USER\Software\Microsoft\Office\Teams
Entry: SkipUpnPrefill (REG_DWORD)
Value: 0x00000001 (1)

７ Note

Skipping the user name pre-fill for user names that end in ".local" or ".corp" is
activated by default, so a registry key does not need to be set to turn these off. For
more information, see Sign in to Microsoft Teams using modern authentication.

Still need help? Go to Microsoft Community .

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Teams stops working when joining from
Edge or Internet Explorer
Article • 10/30/2023 • Applies to: Microsoft Teams

Symptoms
When trying to join Microsoft Teams using Edge or Internet Explorer, Teams will loop,
stop working, or fail to sign in.

Cause
Your organization utilizes Trusted Sites in Internet Explorer. The Teams web-based
application will not correctly sign in if Teams are not allowed as a trusted site.

Resolution
Make the following changes to IE or Edge settings from the Control Panel, either with
Administrator rights or a Group Policy Object:

1. Under Internet Options > Privacy > Advanced, accept First-Party and Third-Party
cookies, and check the box for Always allow session cookies.
2. Select Internet Options > Security > Trusted Sites > Sites, and add the following
URLs:

https://login.microsoftonline.com
https://*.teams.microsoft.com

７ Note

Always validate and allow all trusted URLs for Teams and the requirements from the
following document: Microsoft 365 URLs and IP address ranges.

More information
Still need help? Go to Microsoft Community .
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A channel cannot be recreated after
deletion
Article • 10/30/2023 • Applies to: Microsoft Teams

Summary
Once a channel name has been created in Microsoft Teams, it cannot be recreated after
it's been deleted.

Cause
This is by design. The system maintains this data for information-protection scenarios.

More information
Still need help? Go to Microsoft Community .

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You don't see team members after your
account is re-enabled
Article • 10/30/2023 • Applies to: Microsoft Teams

Symptoms
Assume that your Microsoft Teams account is disabled for signing in. By design, the
account is automatically removed as a member from all teams in this situation. However,
even after your account is re-enabled, you still don't see the teams of which you were
previously a member.

More information
Wait for 24 to 48 hours for your account memberships to be automatically restored.
However, your membership won't be restored for private channels in Teams. You must
make new requests for membership to each private channel that you want to rejoin.

To learn more, see Private channels in Microsoft Teams.

Still need help? Go to Microsoft Community .

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Error "You need a phone system license"
when assigning a toll service number
from the admin center
Article • 10/30/2023 • Applies to: Microsoft Teams

Symptoms
When you try to assign a toll service number in the Teams admin center, you see the
error "You need a phone system license."

Resolution
Use PowerShell cmdlets to assign a toll service number instead.

More information
For more information about assigning phone numbers to resource account, see Manage
resource accounts in Microsoft Teams.

Still need help? Go to Microsoft Community .

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CVI information autopopulated in a
Teams Meet Now instance does not
work
Article • 10/30/2023 • Applies to: Microsoft Teams

Summary
If the Cloud Video Interop (CVI) information that you populated into a Meet Now
meeting in Microsoft Teams does not work, the cause might be the status of your CVI
license. To verify the license status, check with your CVI partner.

To meet right away by using working CVI coordinates, select Meet Now in the Teams
calendar or the Outlook calendar, per the following screenshot.

Teams calendar Outlook calendar

Supported scenarios
Scheduled meetings created from the Outlook calendar
Scheduled meetings created from the Teams calendar
Meet Now meetings created from the Teams calendar

Unsupported scenarios
Meet Now meetings created from the Teams channels

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Dialing out in Teams requires five or
more digits
Article • 10/30/2023 • Applies to: Microsoft Teams

Symptoms
Users dialing out from a meeting in Teams are forced to type in five or more digits, even
though a dial plan normalization rule is available to normalize short digit dialing to
E.164.

Workaround
Dial out by typing the full DID number or local number format instead of internal
extension number.

More information
Still need help? Go to Microsoft Community .

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Organizer unable to start Outlook
meeting and stuck in virtual lobby
Article • 10/30/2023 • Applies to: Microsoft Teams

Symptoms
The organizer of a meeting created in Outlook may find they cannot start the meeting,
and may also be unable to proceed from in the Virtual Lobby.

Cause
This issue might occur if your Outlook client is signed in to an account different than
your Teams client.

Resolution
When you join the meeting, make sure your Outlook client and Teams client are signed
in to the same account that the meeting was scheduled from.

More information
Still need help? Go to Microsoft Community .

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PSTN callers with the same "From"
number are shown as the same user
Article • 10/30/2023 • Applies to: Microsoft Teams

Summary
When multiple Public Switched Telephone Network (PSTN) callers join a meeting in
Teams, and their caller IDs are masked as a single number, they show up as a single
caller in the meeting roster rather than as individual callers.

More information
Microsoft is researching this problem and will post more information in this article when
the information becomes available.

Still need help? Go to Microsoft Community .

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Skype for Business plays a dial tone
during a Teams call
Article • 06/28/2022 • Applies to: Skype for Business 2016, Teams

Symptoms
In a Microsoft Teams call, the Microsoft Skype for Business client has the Human
Interface Device (HID) controls enabled in Islands mode. During the call, if either Skype
for Business starts or the Hook button is pressed on an HID that supports the Flash
feature, the client broadcasts a dial tone for 30 seconds to all participants in the call.

Cause
There is a new HID feature for Islands mode users in Teams to enable Mute/Unmute
controls (see the "More information" section for details). This feature requires that the
version of the Skype for Business client be 16.0.11020.10000 or later.

If the Skype for Business client is earlier than 16.0.11020.10000, this issue occurs when
the hook button is pressed.

This issue also occurs if Skype for Business starts during a Teams call. This is true for all
versions of Skype for Business.

Workaround
Note: Use any of the following methods to work around the issue if it occurs when the
Hook button is pressed. Use Method 1 or 2 to work around the issue if it occurs when
Skype for Business starts during a Teams call.

Method 1
Set the dial tone to None for Skype for Business.

Administrators:

Use the Windows Registry to change the dial tone setting for all users. Clear the data in
the following registry subkey:
HKEY_CURRENT_USER\AppEvents\Schemes\Apps\Communicator\LYNC_dialtone\.Current\Defau

lt

Individual users:

Access Windows settings to change the dial tone setting, as follows:

1. Open the Settings app, and select System > Sound > Sound Control Panel.
2. Select the Sounds tab.
3. In the Program Events section, scroll down to locate Skype for Business.
4. Under the Skype for Business node, select Dial Tone.
5. In the Sounds section, scroll to the top of the list, select None, and then select OK.

Method 2
Set PlayAbbreviatedDialTone to True in the client policy. If PlayAbbreviatedDialTone is
set to True, a three-second dial tone is played when a Skype for Business-compatible
handset is taken off the hook. To learn more, see Set-CsClientPolicy. To set the value, run
the following command:

PowerShell
 Set-CsClientPolicy -Identity RedmondClientPolicy -PlayAbbreviatedDialTone
$True

Method 3
Enable HID interop features in the Skype for Business client. To learn how, see
EnableTeamsHIDInterop for coordination of HID device usage in Microsoft Teams and
Skype for Business 2016 in Islands mode .

More information
To improve the user experience, Microsoft rolled out a new HID feature to enable a
Mute/Unmute control for Islands mode users in Teams.

This feature applies to Windows (32-bit) only.

Because of the availability of the new Mute/Unmute HID controls, previously available
controls such as Hook/OffHook are no longer supported. However, the volume and ring
tone controls will continue to work as before.

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Skype for Business required for some
meetings instead of Teams
Article • 08/16/2024 • Applies to: Microsoft Teams

Symptoms
When you join a meeting in your calendar, Skype for Business is launched instead of
Microsoft Teams.

Cause
If the meeting was scheduled with Skype for Business, Microsoft Teams launches Skype
for Business client to complete your entrance into the meeting. Meetings scheduled
within Microsoft Teams initiate directly within the product.

More information
Microsoft Teams decides whether Skype for Business is required for a user to join the
meeting based on the URL included in the meeting description.

Still need help? Go to Microsoft Community .

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Static conference ID not supported for
Microsoft Teams meetings
Article • 10/30/2023 • Applies to: Microsoft Teams

Summary
If the admin overrides the default setting from dynamic conference ID to static
conference ID, the setting may not take effect for Microsoft Teams meetings.

More information
Microsoft is researching this problem and will post more information in this article when
the information becomes available.

For more information about dynamic IDs, see Using Audio Conferencing dynamic IDs in
your organization.

Also see Reset a conference ID for a user in Microsoft Teams.

Still need help? Go to Microsoft Community .

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Microsoft Teams meetings are not
available
Article • 10/30/2023 • Applies to: Microsoft Teams

Symptoms
You try to join a meeting in Microsoft Teams, but find it is not available.

Cause
Meeting functionality is not available when Exchange Mailbox is hosted (homed) on-
premises in versions older than Exchange 2016 CU3.

Resolution
Upgrade to Exchange 2016 CU3 or later for the on-premises deployment.

More information
Still need help? Go to Microsoft Community .

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Teams is slow during video sharing on
laptops docked to 4K/UHD monitors
Article • 02/01/2024 • Applies to: Microsoft Teams

The overall performance of Microsoft Teams on laptops may be affected during

meetings that use video. This issue can occur if a laptop is docked to an external 4K or
ultra-high-definition (also known as ultra HD or UHD) display.

Workarounds
Reduce the resource requirements for your laptop to improve the Teams experience
during the meeting by using the following workarounds:

Close any applications or browser tabs that you aren't using.

Turn off video in the meeting:
To turn off your own video, select Turn camera off in the meeting controls.
To turn off incoming video, select More actions > Turn off incoming video in
the meeting controls.
Disable GPU hardware acceleration in Teams. To disable this function, select the
Settings and more menu next to your profile picture at the top right of Teams, and
then select the Disable GPU hardware acceleration option.
Disconnect your monitor from the port replicator or docking station, and directly
connect it to the video port on the laptop, if available.
Restart Teams.
Change the resolution of your 4K or UHD monitor to 1920 x 1080. For more
information, see Change desktop icon size or screen resolution .
Use DVI or HDMI instead USB-C to connect your monitor, if possible.
Disable full screen mode in the meeting by selecting More actions > Full screen.
Update Teams and make sure that the latest update is installed.

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User appears as Unknown User in Teams
Article • 08/01/2024 • Applies to: New Microsoft Teams, Classic Microsoft Teams

The following types of user accounts in your organization are displayed as Unknown
User in Microsoft Teams:

Deleted user accounts

Disabled and re-enabled user accounts

This behavior is by design.

If a user account is deleted from your organization, the display name will permanently
appear as Unknown User.

If a user account is disabled and then enabled again, the display name will temporarily
appear as Unknown User. Typically, this behavior lasts for about two weeks before the
display name updates automatically. To force a quicker update of the display name after
re-enablement, the affected user can sign out of Teams and sign in again. Their display
name will then update after 72 hours.

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External federated contacts don't
appear in Teams search
Article • 05/29/2024 • Applies to: Microsoft Teams

If you import contacts from a federated partner tenant into Microsoft Entra ID or
Exchange Online, the contacts might not appear when you search for them in Microsoft
Teams.

The following requirements must be met for external federated contacts to appear in a
search on Teams:

Your mailbox must be hosted on Exchange Online, not in Microsoft Exchange

Server on-premises.
A phone number must be included in the contact information for every external
federated contact.
You must search for the external contact by email address, not by name.

７ Note

An external federated contact might appear in the search results if the contact's
information is currently cached on your computer.

To identify the cause of the issue, an administrator can use one of the following
methods to check the requirements for external federated contacts to be displayed in a
search on Teams.

Method 1: Run a connectivity test

Teams administrators can run the Teams Federation and Interoperability connectivity
test in the Microsoft Remote Connectivity Analyzer tool. This tool is used to
troubleshoot connectivity issues that affect Teams. The connectivity test checks whether
a user account meets the requirements to search for and chat with an external federated
account.

７ Note

The Microsoft Remote Connectivity Analyzer tool isn't available for the GCC and
GCC High Microsoft 365 Government environments.
Follow these steps:

1. Open a web browser and navigate to the Teams Federation and Interoperability
connectivity test.
2. Sign in by using the credentials of a Teams administrator.
3. Enter the SIP address of the affected Teams user.
4. Enter the SIP address of the external federated contact.
5. Select the app that the external federated contact is using.
6. Enter the verification code that's displayed, and then select Verify.
7. Select the checkbox to accept the terms of agreement, and then select Perform
Test.

After the test is finished, the screen displays details about the checks that were
performed and whether the test succeeded, failed, or was successful but displayed a few
warnings. Select the provided links for more information about the warnings and failures
and how to resolve them.

Method 2: Run a self-help diagnostic

If you're an administrator, you can run the Teams Federation diagnostic in the
Microsoft 365 admin center to verify the requirements for a Teams user to communicate
with an external federated user by using Teams.

７ Note

This feature isn't available for Microsoft 365 Government, Microsoft 365 operated
by 21Vianet, or Microsoft 365 Germany.

Follow these steps:

1. Select the Run Tests button to populate the diagnostic in the Microsoft 365 admin
center:

Run Tests: Teams Federation

2. In the Provide the username or email of the user reporting this issue field, enter
the email address of the affected Teams user.

3. In the What is the federated tenant's domain name field, enter the appropriate
information, and then select Run Tests.
After the diagnostic is finished, select the provided links to resolve the issues that were
found.

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Resolve interaction issues between
Teams and Exchange Server
Article • 11/22/2024 • Applies to: Microsoft Teams

Symptoms
You experience one or more of the following issues.

Issue 1: A delegate is unable to schedule a Teams meeting

on behalf of a delegator
A delegator whose mailbox is hosted on Exchange Server adds a delegate to manage
their Microsoft Outlook calendar. However, the delegate who is using the Teams add-in
for Outlook is unable to schedule a Teams meeting on behalf of the delegator, and
Outlook returns the following error message:

Looks like you don't have permission to schedule meetings for this account. Talk to
the owner to get permission and try again.

Issue 2: You experience issues when you try to use the

Teams Calendar app
Either of these issues occurs:

The Calendar icon isn't displayed in the Teams client.

The Teams Calendar app displays a "Sorry, we couldn't get your meeting details"
error message when you use the Teams desktop or web client.

The Teams Calendar app requires access to the Exchange mailbox through Exchange
Web Services (EWS). The Exchange mailbox can be online or on-premises in the scope of
an Exchange hybrid deployment.

Issue 3: Your presence status in Teams is stuck on Out of

Office or doesn't display "In a meeting" when you're
attending an Outlook calendar meeting
Either of these issues occurs:
 Your mailbox is hosted on an on-premises Exchange server and you've turned off
the Automatic Replies feature in the Outlook client. However, your Teams presence
status displays "Out of Office" to all Teams clients from the same organization. This
status may last a few days.

Note: For users whose mailbox is hosted on-premises, it's expected to have
presence delays with a maximum of an hour.

You're attending an Outlook calendar meeting, but the Teams presence status
doesn't update to "In a meeting".

Prerequisites for integration of Teams and

Exchange Server
To integrate the Teams service with your installation of Exchange Server, make sure your
local Exchange Server environment meets these requirements:

Validate the version and environment compatibility of Microsoft Exchange Server

and Microsoft Teams in your deployment.

Microsoft Teams must be aware whether the mailbox is hosted on Exchange

Online, on-premises, or in a hybrid Exchange server deployment. Teams services
call the Exchange Online services through an Autodiscover V2 call, which is
redirected to on-premises servers hosting the mailbox in a hybrid configuration.

Exchange Online integrates with the on-premises Exchange server environment, as

described in What is OAuth authentication. It's preferable that you configure it by
running the Exchange Hybrid Wizard, but the same result can be achieved
manually as described in Configure OAuth authentication between Exchange and
Exchange Online organizations. Exchange Online is represented by the application
ID 00000002-0000-0ff1-ce00-000000000000 .

Additionally, Teams services need to authenticate on behalf of the user to access

the mailbox hosted on-premises also using OAuth. In this case the application ID
of Skype for Business Online 00000004-0000-0ff1-ce00-000000000000 is used by the
Teams scheduling service, together with MailUser referenced at Configure
Integration and OAuth between Skype for Business Online and Exchange Server:
The account is hidden from the Exchange address book. It's a best practice to
hide the account from the address book because it's a disabled account.
The account has an Exchange management role assignment of UserApplication.
For retention and archiving, a role assignment of ArchiveApplication is required.
 All steps in the article are required for full Teams and Exchange server on-
premises.

７ Note

An example of Microsoft identity platform and OAuth 2.0 usage can be found
here.

You should configure your internet-facing firewall or reverse proxy server to allow
Microsoft Teams to access the servers that are running Exchange Server by adding
the URLs and IP address ranges for Skype for Business Online and Microsoft Teams
into the allowlist. For more information, see Microsoft 365 URLs and IP address
ranges - Microsoft Teams.

Exchange Autodiscover V2 is required to allow the Teams service to perform an

unauthenticated discovery against the user's mailbox that's located in Exchange
Server. Autodiscover V2 is fully supported in Exchange Server 2013 Cumulative
Update 19 or later. This is enough to enable Teams delegation to work correctly.
However, the Teams Calendar app requires Exchange Server 2016 Cumulative
Update 3 or later to be installed. Therefore, for full feature support, Exchange
Server 2016 Cumulative Update 3 or later is required.

Common troubleshooting steps

７ Note

These troubleshooting steps apply to all of the issues listed above.

Run the Teams Exchange Integration connectivity test

Both administrators and non-administrators can run the Teams Exchange Integration
connectivity test in the Microsoft Remote Connectivity Analyzer tool. This tool is used to
troubleshoot connectivity issues that affect Teams. The connectivity test validates Teams
ability to interact with Exchange. For Exchange hybrid environments, run this test twice,
once with a Microsoft 365 mailbox and once with an on-premises mailbox.

７ Note
 The Microsoft Remote Connectivity Analyzer tool isn't available for the GCC and
GCC High Microsoft 365 Government environments.

To run the connectivity test, follow these steps:

1. Open a web browser and navigate to the Teams Exchange Integration

connectivity test.
2. Sign in by using the credentials of the affected user account.
3. Enter the verification code that's displayed, and then select Verify.
4. Select the checkbox to accept the terms of agreement, and then select Perform
Test.

After the test is finished, the screen displays details about the checks that were
performed and whether the test succeeded, failed, or was successful but displayed a few
warnings. Select the provided links for more information about the warnings and failures
and how to resolve them.

Additional steps
After you run the Teams Exchange Integration connectivity test, follow these steps.

Step 1: Verify that the Autodiscover service is working correctly

The Teams service uses the Exchange Autodiscover service to locate the EWS URL that's
published by the server that's running Exchange Server. To verify that the Autodiscover
process is working correctly, run the Outlook Connectivity test in the Microsoft
Remote Connectivity Analyzer tool. The Remote Connectivity Analyzer tool uses a
specific set of IP addresses to locate the EWS URL. For a list of these IP addresses for
Microsoft 365, see the information for ID 46 in Microsoft 365 URLs and IP address
ranges.

７ Note

The Microsoft Remote Connectivity Analyzer tool isn't available for the GCC and
GCC High Microsoft 365 Government environments.

To run the connectivity test, follow these steps:

1. Open a web browser and navigate to the Outlook Connectivity test.

2. In the Email address field, enter the email address of the affected mailbox.
 Note: For the Teams delegation issue, enter the delegator's mailbox. For the Teams
Calendar app and Teams presence issues, enter the affected user's mailbox.

3. In the Domain\User Name (or UPN) field, enter the account name that has
permissions to run this test in the domain\user ( contoso.com\user ) format or the
UPN ( [email protected] ) format.

4. In the Password field, enter the password of the account that's specified in step 3.

5. Under Autodiscover selection, select Use Autodiscover to detect server settings.

6. Enter the verification code that's displayed, and then select Verify.

7. Select the checkbox to accept the terms of agreement, and then select Perform
Test.

After the test is finished, the screen displays details about the checks that were
performed and whether the test succeeded, failed, or was successful but displayed a few
warnings. Select the provided links for more information about the warnings and failures
and how to resolve them.

Step 2: Verify that the Autodiscover service can route the

Autodiscover requests to on-premises
In Windows PowerShell, run the following command:

PowerShell

Invoke-RestMethod -Uri
"https://outlook.office365.com/autodiscover/autodiscover.json?Email=<Email
address of the affected mailbox>&Protocol=EWS" -UserAgent Teams

７ Note

For the Teams delegation issue, test the delegator's mailbox. For the Teams
Calendar app and Teams presence issues, test the affected user's mailbox.

For a mailbox that's hosted on-premises, the EWS URL should point to the on-premises
external EWS. The output should resemble the following example:

Protocol Url

-------- ---
 EWS < https://mail.contoso.com/EWS/Exchange.asmx >

If this test fails, or if the EWS URL is incorrect, review the Prerequisites for integration of
Teams and Exchange Server section. The issue is likely caused by an Exchange hybrid
configuration issue, or a firewall or reverse proxy that's blocking external requests.

Step 3: Verify that the Exchange OAuth authentication protocol is

enabled and functional
To verify that Exchange OAuth authentication is enabled and functional, run the Test-
OAuthCOnnectivity command as described in Configure OAuth authentication between

Exchange and Exchange Online organizations.

Additionally, run the Free/Busy connectivity test in the Microsoft Remote Connectivity
Analyzer tool. This test verifies that a Microsoft 365 mailbox can access the free/busy
information of an on-premises mailbox, and vice versa (one direction per test run).

７ Note

The Microsoft Remote Connectivity Analyzer tool isn't available for the GCC
and GCC High Microsoft 365 Government environments.
You must run this test two times by swapping the source mailbox email
address with the target mailbox email address, because each run is
unidirectional. You don't have to run this test by using an affected account.
You can run the test by using any pair of an on-premises mailbox and a
Microsoft 365 mailbox.

To run the connectivity test, follow these steps:

1. Open a web browser and navigate to the Free/Busy connectivity test.

2. In the Source Mailbox Email Address field, enter the email address of the source
mailbox.
3. In the Authentication type dropdown box, select Modern authentication (OAuth).
4. Sign in by using the credentials of the source mailbox.
5. In the Target Mailbox Email Address field, enter the email address of the target
mailbox.
6. In the Service Selection field, select the appropriate service.
7. Enter the verification code that's displayed, and then select Verify.
8. Select the checkbox to accept the terms of agreement, and then select Perform
Test.
After the test is finished, the screen displays details about the checks that were
performed and whether the test succeeded, failed, or was successful but displayed a few
warnings. Select the provided links for more information about the warnings and failures
and how to resolve them.

To learn more about how to troubleshoot free/busy issues in a hybrid deployment of

on-premises and Exchange Online in Microsoft 365, see this article .

Troubleshoot the Teams delegation issue

７ Note

These troubleshooting steps apply only to Issue 1.

Run the Teams Meeting Delegation connectivity test

Both administrators and non-administrators can run the Teams Meeting Delegation
connectivity test in the Microsoft Remote Connectivity Analyzer tool. This tool is used to
troubleshoot connectivity issues that affect Teams. The connectivity test verifies that
your account meets the requirements to schedule a Teams Meeting on behalf of a
delegator.

７ Note

The Microsoft Remote Connectivity Analyzer tool isn't available for the GCC and
GCC High Microsoft 365 Government environments.

To run the connectivity test, follow these steps:

1. Open a web browser and navigate to the Teams Meeting Delegation

connectivity test.
2. Sign in by using the credentials of the affected user account.
3. Enter the delegator's email address.
4. Enter the verification code that's displayed, and then select Verify.
5. Select the checkbox to accept the terms of agreement, and then select Perform
Test.

After the test is finished, the screen displays details about the checks that were
performed and whether the test succeeded, failed, or was successful but displayed a few
warnings. Select the provided links for more information about the warnings and failures
and how to resolve them.

If the test fails, follow these steps.

Step 1: Verify that the delegate is granted the Author

permission to the delegator's calendar
If the delegator's mailbox is hosted on an on-premises Exchange server, follow these
steps:

1. Open classic Outlook by using the delegator's credentials.

2. Select File > Account Settings > Delegate Access.

3. In the Delegates dialog, select the delegate, and then select Permissions. If the
delegate isn't listed, select Add to add the delegate.

4. In the Delegate Permissions dialog, make sure that the delegate has the Author
(can read and create items) or Editor (can read, create, and modify items)
permission to the Calendar folder.

Note: The minimum permission required for a delegate to create a meeting on

behalf of the delegator is the Author (can read and create items) permission. By
default, when you add a delegate, the delegate is granted the Editor (can read,
create, and modify items) permission to your Calendar folder.

5. Select OK.

After you perform these steps, the folder and the Send on Behalf permissions are stored
in the delegator's mailbox. In addition, the delegate is added to the list of delegates
that's stored in a hidden item in the delegator's mailbox.

If the delegator's mailbox is hosted in Exchange Online, you can follow the same steps
listed above as when the the delegator's mailbox is hosted on an on-premises Exchange
server. Or, connect to Exchange Online PowerShell, and run the Set-
Mailboxfolderpermission PowerShell command with administrator privileges:

PowerShell

Set-Mailboxfolderpermission -identity <delegator's

UserPrincipalName>\Calendar -User <delegate's UserPrincipalName> -
AccessRights Author –SharingpermissionFlags Delegate
Step 2: Verify that Teams isn't blocked from accessing
EWS for the entire organization
Run the following Exchange PowerShell command to check whether the
EwsApplicationAccessPolicy parameter was set to EnforceAllowList for the entire

organization:

PowerShell

Get-OrganizationConfig | Select-Object Ews*

If the parameter was set to EnforceAllowList , only clients listed in EwsAllowList are
allowed to access EWS. An empty value of EwsAllowList (EwsAllowList={}) prevents all
users from accessing EWS.

７ Note

Blocking EWS can also cause Teams Calendar App issues. For more information, see
Verify that Teams Calendar App is enabled.

Make sure that SchedulingService is listed as an array member of the EwsAllowList

parameter. If not, run this command to add it:

PowerShell

Set-OrganizationConfig -EwsApplicationAccessPolicy EnforceAllowList -

EwsAllowList @{Add="*SchedulingService*"}

If the EwsEnabled parameter is set to False, you must set it to True or Null (blank).
Otherwise, the Teams service is blocked from accessing the EWS.

Step 3: Verify that Teams isn't blocked from accessing

EWS for the delegator's mailbox
Run the following Exchange PowerShell command to check whether the
EwsApplicationAccessPolicy parameter was set to EnforceAllowList for the delegator's

mailbox:

PowerShell

Get-CasMailbox <delegator's UserPrincipalName> | Select-Object Ews*

If the parameter was set to EnforceAllowList , only clients listed in EwsAllowList are
allowed to access EWS.

Make sure that SchedulingService is listed as an array member of the EwsAllowList

parameter. If not, run this Exchange PowerShell command to add it:

PowerShell

Set-CASMailbox <delegator's UserPrincipalName> -EwsApplicationAccessPolicy

EnforceAllowList -EwsAllowList @{Add="*SchedulingService*"}

If the EwsEnabled parameter is set to False, you must set it to True. Otherwise, the Teams
service is blocked from accessing the EWS.

Step 4: Escalate the issue

If you verified that there's no problem with the prerequisites or configurations
mentioned in this article, submit a service request to Microsoft Support with the
following information:

The UserPrincipalName for both the delegator and the delegate.

The Teams Meeting Add-in logs under the %appdata%\\microsoft\\teams\\meeting-
addin folder.

The time in UTC when the issue was reproduced.

Teams client debug logs collected from the delegate's machine. For more
information about how to collect these logs, see Use log files in troubleshooting
Microsoft Teams.

Troubleshoot the Teams calendar App issue

７ Note

These troubleshooting steps apply only to Issue 2.

Step 1: Verify that Teams Calendar App is enabled

1. Open Microsoft Teams admin center, select Users > Manage users, select the
affected user, and then select View policies.
2. Select the App setup policy assigned to that user. In the example above, the
global (Org-Wide default) policy is assigned. Confirm that the calendar App (ID
ef56c0de-36fc-4ef8-b417-3d82ba9d073c ) is displayed.
 If the calendar App is missing, restore it. For more information, see Manage app
setup policies in Microsoft Teams.

Step 2: Verify that Teams upgrade Coexistence mode

allows Teams meetings
1. Open the Microsoft Teams admin center.

2. Select Users > Manage users, and select the affected user.

3. Verify that the Coexistence mode setting is set to a value other than Skype for
Business only or Skype for Business with Teams collaboration.

4. If the user's Coexistence mode is set to Use Org-wide settings, the default tenant
Coexistence mode is used. In this case, follow these steps:

a. Go to Org-wide settings, and select Teams Upgrade.

b. Verify that the default Coexistence mode setting is set to a value other than
Skype for Business only or Skype for Business with Teams collaboration.
Step 3: Verify that Teams isn't blocked from accessing
EWS for the entire organization
Run this Exchange PowerShell command to check whether the parameter
EwsApplicationAccessPolicy was set to EnforceAllowList for the entire organization:

PowerShell

Get-OrganizationConfig | Select-Object Ews*

If the parameter was set to EnforceAllowList , only clients that are listed in EwsAllowList
are allowed to access EWS.

Make sure that MicrosoftNinja/*, *Teams/*, and SkypeSpaces/* are listed as array
members of the EwsAllowList parameter. If they aren't, run this command to add them:

PowerShell

Set-OrganizationConfig -EwsApplicationAccessPolicy EnforceAllowList -

EwsAllowList @{Add="MicrosoftNinja/*","*Teams/*","SkypeSpaces/*"}

If the EwsEnabled parameter is set to False, you must set it to True or Null (blank).
Otherwise, the Teams service is blocked from accessing EWS.
Step 4: Verify that Teams isn't blocked from accessing
EWS for the affected user
Run this Exchange PowerShell command to check whether the
EwsApplicationAccessPolicy parameter was set to EnforceAllowList for the user

mailbox:

PowerShell

Get-CASMailbox <UserPincipalName> | Select-Object Ews*

If the parameter was set to EnforceAllowList , only clients that are listed in EwsAllowList
are allowed to access EWS.

Make sure that MicrosoftNinja/*, *Teams/*, and SkypeSpaces/* are listed as array
members of the EwsAllowList parameter. If they aren't, run this Exchange PowerShell
command to add them:

PowerShell

Set-CASMailbox <UserPincipalName> -EwsApplicationAccessPolicy

EnforceAllowList -EwsAllowList
@{Add="MicrosoftNinja/*","*Teams/*","SkypeSpaces/*"}

If the EwsEnabled parameter is set to False, you must set it to True. Otherwise, the Teams
service is blocked from accessing EWS.

Step 5: Verify that the Teams Calendar App connectivity

test is successful
Both administrators and non-administrators can run the Teams Calendar App
connectivity test in the Microsoft Remote Connectivity Analyzer tool. This tool is used to
troubleshoot connectivity issues that affect Teams. The connectivity test verifies that the
Teams backend service can connect to an Exchange mailbox.

７ Note

The Microsoft Remote Connectivity Analyzer tool isn't available for the GCC and
GCC High Microsoft 365 Government environments.

To run the connectivity test, follow these steps:

 1. Open a web browser and navigate to the Teams Calendar App connectivity test.
2. Sign in by using the credentials of the affected user account.
3. Enter the verification code that's displayed, and then select Verify.
4. Select the checkbox to accept the terms of agreement, and then select Perform
Test.

After the test is finished, the screen displays details about the checks that were
performed and whether the test succeeded, failed, or was successful but displayed a few
warnings. Select the provided links for more information about the warnings and failures
and how to resolve them.

Step 6: Escalate the issue

If you verified that there's no problem with the prerequisites and configurations
mentioned in this article, submit a service request to Microsoft Support with the
following information:

The UserPrincipalName of the affected user.

The time in UTC when the issue was reproduced.
Teams client debug logs. For more information about how to collect these logs,
see Use log files in troubleshooting Microsoft Teams.

Troubleshoot the Teams presence issue

７ Note

These troubleshooting steps apply only to Issue 3.

Step 1: Verify that the URL for the on-premises Exchange

REST API has been published on the public network
Verify that the Autodiscover service can route the Autodiscover requests to on-premises
by using the user's mailbox to locate the on-premises Exchange EWS URL, and change
the URL format. For example, change https://mail.contoso.com/EWS/Exchange.asmx to
https://mail.contoso.com/api .

Try to access the REST API URL from a browser in the external network. If you get a 401
response from the on-premises Exchange environment, it indicates that the REST API
URL has been published. Otherwise, contact the local network team to get the URL
published.
 ７ Note

Teams presence service doesn't support the fallback to the EWS URL if the access to
the Exchange REST API fails.

Step 2: Verify that the Teams Presence Based on Calendar

Events connectivity test is successful
Both administrators and non-administrators can run the Teams Presence Based on
Calendar Events connectivity test in the Microsoft Remote Connectivity Analyzer tool.
The Remote Connectivity Analyzer tool uses a specific set of IP addresses to locate the
EWS URL. For a list of these IP addresses for Microsoft 365, see the information for ID 46
in Microsoft 365 URLs and IP address ranges. This connectivity test verifies the
requirements to update a user's presence status in Teams based on their calendar events
in Microsoft Outlook.

７ Note

The Microsoft Remote Connectivity Analyzer tool isn't available for the GCC and
GCC High Microsoft 365 Government environments.

To run the connectivity test, follow these steps:

1. Open a web browser and navigate to the Teams Presence Based on Calendar
Events test.
2. Sign in by using the credentials of the affected user account.
3. Enter the verification code that's displayed, and then select Verify.
4. Select the checkbox to accept the terms of agreement, and then select Perform
Test.

After the test is finished, the screen displays details about the checks that were
performed and whether the test succeeded, failed, or was successful but displayed a few
warnings. Select the provided links for more information about the warnings and failures
and how to resolve them.

Step 3: Verify that Teams isn't blocked from accessing

EWS for the entire organization
Run this Exchange PowerShell command to check whether the
EwsApplicationAccessPolicy parameter was set to EnforceAllowList for the entire

organization:

PowerShell

Get-OrganizationConfig | Select-Object Ews*

If the parameter was set to EnforceAllowList , only clients that are listed in EwsAllowList
are allowed to access EWS. An empty value of EwsAllowList (EwsAllowList={}) prevents
all clients from accessing EWS.

Make sure that *Microsoft.Skype.Presence.App/* is listed as an array member of the

EwsAllowList parameter. If not, run this command to add it:

PowerShell

Set-OrganizationConfig -EwsApplicationAccessPolicy EnforceAllowList -

EwsAllowList @{Add="*Microsoft.Skype.Presence.App/*"}

If the EwsEnabled parameter is set to False, you must set it to True or Null (blank).
Otherwise, the Teams service is blocked from accessing the EWS.

Step 4: Verify that Teams isn't blocked from accessing

EWS for the user's mailbox
Run this Exchange PowerShell command to check whether the
EwsApplicationAccessPolicy parameter was set to EnforceAllowList for the user's

mailbox:

PowerShell

Get-CasMailbox <user's UserPrincipalName> | Select-Object Ews*

If the parameter was set to EnforceAllowList , only the clients that are listed in
EwsAllowList are allowed to access EWS.

Make sure that *Microsoft.Skype.Presence.App/* is listed as an array member of the

EwsAllowList parameter. If not, run this Exchange PowerShell command to add it:

PowerShell
 Set-CASMailbox <user's UserPrincipalName> -EwsApplicationAccessPolicy
EnforceAllowList -EwsAllowList @{Add="* Microsoft.Skype.Presence.App/*"}

If the EwsEnabled parameter is set to False, you must set it to True. Otherwise, the Teams
service is blocked from accessing the EWS.

Step 5: Escalate the issue

If you verified there's no problem with the prerequisites and configurations mentioned
in this article, submit a service request to Microsoft Support with the following
information:

The UserPrincipalName of the affected user.

The time in UTC when the issue was reproduced.
Teams client debug logs. For more information about how to collect these logs,
see Use log files in troubleshooting Microsoft Teams.

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"404 File not found" error when
accessing the OneDrive app in Teams
Article • 08/27/2024 • Applies to: Microsoft Teams

Symptoms
After your User Principal Name (UPN) is changed, when you try to access the OneDrive
app in Microsoft Teams, you receive the following error message:

404 File not found.

Workaround
To work around this issue, follow these steps:

1. Start a one-on-one chat with another user.

2. In the compose box, select Actions and apps ( ) > Attach file ( ) > Upload
from this device ( ).
3. Select a file that you want to send, and then select Open.
4. Select Send ( ).
5. Select the OneDrive app from the left navigation bar in Teams.

For more information about how UPN changes affect OneDrive, see How UPN changes
affect the OneDrive URL and OneDrive features.

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Error when uploading files to a Teams
chat
Article • 10/30/2023 • Applies to: Microsoft Teams

When you try to upload a file in a Microsoft Teams chat, you receive either of the
following error messages.

Error Message 1

The file <FileName> didn't upload.

The file <FileName> is locked.

This error occurs while Teams is uploading the file to your OneDrive cloud storage.

Resolution
To resolve this issue, try the resolutions that are listed under the relevant error message.

Error Message 1

Error 1 can have multiple causes. To resolve Error 1, try each of the following
resolutions in the order in which they're listed. Check whether the issue is resolved
after you try each resolution before you go to the next one.

Resolution 1

Error 1 can occur if the name of the Documents folder (the default document
library on the OneDrive site) was changed to something else.

To fix the error, you must revert the folder name to Documents by using an
administrative account and following these steps.

７ Note

This feature isn't available for Microsoft 365 Government, Microsoft 365
operated by 21Vianet, or Microsoft 365 Germany.
 1. Select Run Tests, as follows. This will populate the diagnostic in the Microsoft
365 Admin Center.

Run Tests: OneDrive Library Rename

2. In the Run diagnostics section, type the User Principal Name (UPN) of the
user who is seeing the error, and then select Run Tests.

3. If the test result shows that the default document library name isn't
Documents, select the check box to authorize the diagnostic to revert it to
Documents, and then select Update Settings. You'll receive a confirmation
notification that states that the document library was successfully renamed to
Documents.

Note: Although you can use SharePoint Designer to change the name of the default
document library, we don't recommend this option.

Resolution 2

Error 1 can occur if your OneDrive site is set as ReadOnly.

This setting indicates that your OneDrive site is locked. To fix the error, unlock the
site.

Resolution 3

Error 1 can occur if a user is deleted and then re-created by using the same User
Principal Name (UPN). This situation will cause a user ID mismatch on the OneDrive
site.

To resolve this error, delete the re-created user, and restore the original user.

Resolution 4

Error 1 can occur if the user doesn't have permissions to the MySite host. To make
SharePoint Online work as expected, all users who use OneDrive sites must have
access to the MySite host. In order to restore default permissions to the MySite host
site, use one of the following methods:

Navigate to the site permissions page in your tenant: https://contoso-

my.sharepoint.com/_layouts/15/user.aspx , and grant Read permission to

Everyone except external users.

Use SharePoint Online Management Shell to run the following cmdlets:

 PowerShell

Connect-SPOService -Url https://contoso-admin.sharepoint.com/

Add-SPOUser -Site https://contoso-my.sharepoint.com -LoginName
"Everyone Except External Users" -Group Visitors

Run a self-diagnostics tool

Microsoft 365 admin users have access to diagnostics that can be run within the tenant
to verify possible issues that affect uploading files to Teams chat.

７ Note

This feature isn't available for Microsoft 365 Government, Microsoft 365 operated
by 21Vianet, or Microsoft 365 Germany.

Select Run Tests, as follows. This will populate the diagnostic in the Microsoft 365
Admin Center.

Run Tests: Unable to upload files to Teams chat

The diagnostic performs a large range of verifications.

Contact Support
If none of these resolutions fix the error, create a new service request. Use the following
description: "files upload failing to teams chat." Attach the Teams desktop logs and a
browser trace to the request. For information about how to collect the desktop logs and
browser trace, see Collect logs to troubleshoot Teams issues.

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Errors when selecting the Files tab on a
Teams channel
Article • 10/30/2023 • Applies to: Microsoft Teams

This article lists some common error messages that you receive when you select the
Files tab on a team's channel in Microsoft Teams, and it provides resolutions that you
can try.

Error: The object specified does not belong to a

list
This error occurs if the name of the document library on your SharePoint site was
changed from its default, "Shared Documents," to another name.

To resolve this issue, use one of the following methods to revert the name of the
document library to "Shared Documents." You must have site owner permissions to
make this change.

Method 1
1. Install the PnP PowerShell module.

2. Run Connect-PnPOnline to connect to the SharePoint site. For example:

PowerShell

Connect-PnPOnline -Url "https://contoso.sharepoint.com/sites/team" -

Interactive

3. Run Get-PnPList , and place the renamed document library into a variable by using
the library name. In the following example, the library name is "Renamed
Documents."

PowerShell

$list = Get-PnPList 'Renamed Documents'

Note: To see all document libraries on the site, run Get-PnPList without any
parameters.
 4. Change the document library name to Shared Documents.

PowerShell

$list.RootFolder.MoveTo('Shared Documents')
$list.Update()

Method 2
1. Open the SharePoint site in SharePoint Designer .

2. Go to All Files.

3. Locate the document library folder by its new name. For example, in the following
screenshot, the default name was changed to "Renamed Documents."

4. Right-click the folder, select Rename, and then change the name to Shared
Documents.

Error: There was a problem reaching this app

This error occurs if the ownership information for the Microsoft 365 group that's
associated with the team is missing from Teams. If an assigned owner leaves the
company, the group becomes orphaned.

Resolution
Assign an owner to the Microsoft 365 group that's associated with the team. For more
information, see Assign a new owner to an orphaned group .

Note: Only a Microsoft 365 administrator in your organization can make this change.

Error: We can't get your files, we're working on

getting them back
This error could be a temporary issue.

Resolution
Try to access the Files tab after some time. If the issue persists for a longer period of
time, run a self-diagnostics tool to resolve any known issues.

Run a self-diagnostics tool

Microsoft 365 admin users have access to diagnostics that can be run within the tenant
to verify possible issues with accessing files to Teams.

７ Note

This feature isn't available for Microsoft 365 Government, Microsoft 365 operated
by 21Vianet, or Microsoft 365 Germany.

Select Run Tests below, which will populate the diagnostic in the Microsoft 365 Admin
Center.

Run Tests: Unable to access files in a team

The diagnostic performs a large range of verifications.

Need More Help?

Get help from the Microsoft Community online community, search for more
information on Microsoft Support or Office Help and How To , or learn more about
Assisted Support options.

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Error when opening a file in Teams: You
don't have access to this file
Article • 10/30/2023 • Applies to: Microsoft OneDrive for Business, Microsoft Teams

Symptoms
In Microsoft Teams, you share a file with another user in a chat window. Then, the file is
automatically stored on your OneDrive site. When the other user tries to open the file in
Teams, the following error message is displayed:

You don't have access to this file.

Cause
This issue occurs because the Limited-access user permission lockdown mode feature
is activated on your OneDrive site. This is a site collection feature that helps prevent
anonymous users from accessing application pages that are mostly helpful on classic,
publishing-based SharePoint sites. We recommend that you do not enable this feature
on OneDrive sites.

Resolution
To fix this issue, deactivate this feature in OneDrive.

1. Sign into your OneDrive site.

2. Select the Setting icon in the upper-right corner of the screen.
3. Select OneDrive Settings > More Settings.
4. Under Features and storage, select Site Collection Features.
5. Locate Limited-access user permission lockdown mode, and then select
Deactivate.

For more information about Limited-access user permission lockdown mode, see
Enable or disable site collection features .

Run a self-diagnostics tool

Microsoft 365 admin users have access to diagnostics that can be run within the tenant
to verify possible issues with accessing files shared in Teams chat.
 ７ Note

This feature isn't available for Microsoft 365 Government, Microsoft 365 operated
by 21Vianet, or Microsoft 365 Germany.

Select Run Tests below, which will populate the diagnostic in the Microsoft 365 Admin
Center.

Run Tests: Unable to access files shared in Teams chat

The diagnostic performs a large range of verifications.

Need More Help?

Get help from the Microsoft Community online community, search for more
information on Microsoft Support or Office Help and How To , or learn more about
Assisted Support options.

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Can't share files in a large group chat or
meeting chat
Article • 10/30/2023 • Applies to: Microsoft Teams

Symptoms
When you try to share files in a Microsoft Teams group chat or meeting chat that
contains more than 50 participants, the message might not be sent successfully when
you select Send .

Cause
This issue occurs if the default setting for file sharing is People currently in this chat. In
this case, the Specific people link is used. However, Specific people links aren't
recommended when you want to share files with more than 50 people.

Workaround
To work around this issue, follow these steps:

1. Select the file's current sharing setting. For example, select People currently in this
chat with the link can edit, as shown in the following screenshot.

７ Note

Selecting this setting opens the Sharing settings dialog box.

2. In Sharing settings, select one of the following settings:

If there are people outside your organization in the chat, select Anyone.
If all the people in the chat are inside your organization, select People in your
organization.

７ Note
 If the desired setting is disabled, contact your organization's administrator to
change the sharing settings. For example, admins can follow these steps to
enable the People in your organization setting and make it the default
sharing setting:
a. Sign in to the SharePoint admin center by using an account that has admin
permissions for the organization.
b. Select Sharing.
c. Make sure that the People in your organization links aren't disabled.
d. Under File and folder links, select Only people in your organization.

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The "Desktop app" option is missing
when trying to edit an Office file in
Teams
Article • 10/30/2023 • Applies to: Microsoft Teams

A Microsoft Office file can be edited directly in Microsoft Teams or in the file's
corresponding desktop app. However, when you try to edit an Office file in its desktop
app, the <Office application name> desktop app option is missing.

For example, when you select a Word document, and then you select Open in, the Word
desktop app option is missing, as shown in the following screenshot.

The Desktop app option is also missing from the File open preference setting in Teams.

The most likely reason that these options are missing is because at least one of three
prerequisites isn't met.

To fix this issue, make sure that the following prerequisite items are true:

You're using the Teams desktop app for Windows or Mac .

 You download and install the corresponding Office desktop apps (Microsoft Office
2016 or a later version) from the Microsoft 365 portal .

You have an Office 365 E3 or E5 license that includes the O365ProPlusRetail

product ID.

Administrators can assign the license from the Microsoft 365 admin center .

To verify that you have the required license (product ID O365ProPlusRetail )

assigned, run the following PowerShell cmdlets on your device:

PowerShell

$officeLicenseRoot = New-Object -TypeName PSObject

$officeLicenseRoot | Add-Member -MemberType NoteProperty -Name License

-Value $(Get-ItemPropertyValue -Path
'HKLM:\Software\Microsoft\Office\ClickToRun\Configuration' -Name
ProductReleaseIds)

Write-Host $officeLicenseRoot

Make sure that the returned output contains O365ProPlusRetail , as in the

following example:

Output

@{License=OneNoteFreeRetail,ProjectProRetail,VisioProRetail,O365ProPlus
Retail}

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"Attempted to perform an unauthorized
operation" error when accessing Files
tab in Teams
Article • 10/30/2023 • Applies to: Microsoft Teams

Symptoms
When guest users try to use the Files tab to access shared files in Microsoft Teams, they
receive the following error message:

Something went wrong

Attempted to perform an unauthorized operation.

Cause
In Teams chat and channels, the file sharing settings are based on the sharing settings
for SharePoint and OneDrive in the SharePoint admin center. This issue occurs because
these settings are not made correctly in the SharePoint admin center.

Resolution
To fix this issue, configure the sharing settings in Teams and SharePoint as follows:

Enable group owners to add people outside the organization as guests.

When you create a team, a Microsoft 365 group is created to manage team
membership. To let the group owners add people outside the organization to the
group as guests, select the Let group owners add people outside the
organization to groups check box from Microsoft 365 Groups guest settings.

Enable guest sharing from SharePoint admin center:

1. Sign in to the SharePoint admin center as an administrator.

2. In the left navigation pane, select Policies > Sharing.

3. Specify the sharing level for SharePoint and OneDrive to one of the following
options:
Existing guests
 Anyone
New and existing guests

Run a self-diagnostics tool

Microsoft 365 admin users have access to diagnostic tools that they can run within the
tenant. These tools can help users identify issues that might prevent guest users from
accessing files in Teams.

７ Note

This feature isn't available for Microsoft 365 Government, Microsoft 365 operated
by 21Vianet, or Microsoft 365 Germany.

Select the Run Tests link. This will populate the diagnostic in the Microsoft 365 admin
center.

Run Tests: Teams Files Guest Access

The diagnostic runs a large range of verification checks.

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Can't send a poll to external or guest
user in Microsoft Teams private chat
Article • 10/30/2023 • Applies to: Microsoft Teams

Symptoms
Sending a Forms poll to external users in a private federated chat between different
Microsoft Teams tenants fails. This error is displayed:

Something went wrong, please try again later

A Forms poll is sent to anonymous users (guests), but they can't respond. This error is
displayed:

Something went wrong, please try again later

Cause
These are known Teams limitations.

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A contact's presence status is unknown
in Teams
Article • 10/30/2023 • Applies to: Microsoft Teams

Symptoms
In Microsoft Teams, the presence status of a contact is displayed as Status unknown, or
the status doesn't update.

Cause
This issue occurs if one or more of the following conditions are true:

The contact is offline (the contact hasn't signed in to Teams).

The contact set the presence status to Appear offline.
A network communication issue is affecting the unified presence service (UPS).
The contact is using Microsoft Skype for Business. Based on the Presence in the
coexistence scenario, this issue may be an expected behavior.

Workaround
The following steps must be performed by administrators. After each step, check
whether the issue is fixed. If it isn't, go to the next step.

1. Verify that the contact has signed in to Teams.

2. Verify that the contact hasn't set the presence status to Appear offline.
3. Verify the network connectivity to Teams endpoints.
4. Verify that the contact is currently using Teams.

If none of these steps fixes the issue, open a support ticket that contains the following
information:

The sign-in address of the user (also known as observer) who sees that the
presence of the contact is Status unknown.
The sign-in address of the contact (also known as publisher) whose presence shows
as Status unknown.
The desktop and debug logs from both the observer and publisher. For more
information about the logs, see Use log files in troubleshooting Microsoft Teams.
 The UTC time at which the publisher updated the presence, and the time at which
the observer noticed that the contact's presence status wasn't updated. Verify that
the times are captured in all the log files.

More information
Still need help? Go to Microsoft Community .

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The correct presence status isn't
reflected in Teams
Article • 05/29/2024 • Applies to: Microsoft Teams

In Microsoft Teams, your presence status is shown incorrectly. For example, your
presence status changes to Away if your desktop is inactive for more than five minutes.
However, when you resume activity on your desktop, your presence status doesn't
change to Available.

Note: Your desktop is inactive in the following scenarios:

You lock your computer.

The computer enters idle or sleep mode.
You're actively using the Teams mobile app instead of Teams on the desktop.

To identify the cause of the issue, use one of the following methods.

Method 1: Run a connectivity test

Both administrators and non-administrators can run the Teams Presence Based on
Calendar Events connectivity test in the Microsoft Remote Connectivity Analyzer tool.
This tool is used to troubleshoot connectivity issues that affect Teams. The connectivity
test verifies the requirements to update a user’s presence status in Teams based on their
calendar events in Microsoft Outlook.

７ Note

The Microsoft Remote Connectivity Analyzer tool isn't available for the GCC and
GCC High Microsoft 365 Government environments.

Follow these steps:

1. Open a web browser and navigate to the Teams Presence Based on Calendar
Events test.
2. Sign in by using the credentials of the affected user account.
3. Enter the verification code that's displayed, and then select Verify.
4. Select the checkbox to accept the terms of agreement, and then select Perform
Test.
After the test is finished, the screen displays details about the checks that were
performed and whether the test succeeded, failed, or was successful but displayed a few
warnings. Select the provided links for more information about the warnings and failures
and how to resolve them.

Method 2: Run a self-help diagnostic

If you're an administrator, you can run the Teams Presence diagnostic in the Microsoft
365 admin center to verify the requirements to display a user's presence status in Teams.

７ Note

This feature isn't available for Microsoft 365 Government, Microsoft 365 operated
by 21Vianet, or Microsoft 365 Germany.

Follow these steps:

1. Select the Run Tests button to populate the diagnostic in the Microsoft 365 admin
center:

Run Tests: Teams Presence

2. In the Username or Email field, enter the email address of the affected user, and
then select Run Tests.

After the diagnostic is finished, select the provided links to resolve the issues that were
found.

Still need help? Go to Microsoft Community .

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Microsoft Teams user cannot send a
message in Skype for Business
Article • 10/30/2023 • Applies to: Skype for Business Online, Teams

Problem
You send a message to a Skype for Business (formerly Lync) user from Microsoft Teams
and the message fails. This issue may occur in the following scenarios:

Scenario 1: The message's recipient is set to Offline or Do Not Disturb in Skype for
Business.
Scenario 2: The sender and recipient aren't both using Microsoft Teams.

Solution
Scenario 1: The recipient must be set to an active state, such as Available, in order
to receive messages.
Scenario 2: Microsoft is working to resolve this issue. If your Skype for Business
user account is on-premises, the sender and recipient must be using Microsoft
Teams to send or receive messages using Microsoft Teams.

Still need help? Go to Microsoft Community .

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Deleted messages with an @ mention
send notifications with a channel link
Article • 10/30/2023 • Applies to: Microsoft Teams

Summary
When a user is "at-mentioned" (@ mentioned) in a deleted message, the notification in
the feed will navigate to the channel but not to a specific message.

More information
This is by design.

Still need help? Go to Microsoft Community .

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User presence status issues in Outlook
Article • 03/14/2024 • Applies to: Microsoft Teams, Outlook

Symptoms
You see any of the following issues when you check the presence status for a user in
Outlook:

The presence indicator is not visible.

The displayed presence is incorrect.
The presence status is Status unknown.

Resolution

Use the Microsoft Support and Recovery Assistant

７ Note

The Microsoft Support and Recovery Assistant isn't applicable to new Teams.

To fix these issues, download and run the Assistant for automated troubleshooting steps
and fixes.

Download the Assistant

Fix the issue manually

Follow these manual steps and check whether the issue is resolved after each step:

1. Make sure that the Teams app is installed on your computer. For more information,
see How do I get Microsoft Teams .

2. Make sure that the Teams app on your computer is running.

７ Note

The presence feature in Outlook requires Microsoft Teams to be installed,

running and configured to display presence.
3. For the contact whose presence you can’t see, verify that their email address and
Teams sign-in address are the same. If they are not, the contact should correct the
addresses as necessary, sign out of Teams, and then sign back in.

4. Check the registry settings on your computer to verify that Teams is registered as
the default instant messaging (IM) app.

２ Warning

Incorrectly editing the registry may severely damage your system.

a. Start Registry Editor.

b. Locate the following subkey:

HKEY_CURRENT_USER\Software\IM Providers

c. Verify the following values:

Name: DefaultIMApp
Type: REG_SZ
Data: Teams

If the values that you see don’t match these, update the values.

5. Check whether the .tlb file is present in the correct path. The location of the .tlb file
is different for 64-bit and 32-bit versions of Office.

For 64-bit Office

C:\users\<username>\appdata\local\microsoft\teamspresenceaddin\uc.tlb

For 32-bit Office

C:\users\<username>\appdata\local\microsoft\teamspresenceaddin\uc.win32.tlb

Note: The name of the .tlb file is different for each version.

If you don’t know the bit version of Office that’s installed on your computer, see
What version of Office am I using? .

6. Check that all the following registry subkeys are correct for the version of Office
that you’re running. If not, fix the incorrect entry to match the following values.

For 64-bit Office

 ﾉ Expand table

For 64-bit Office

Subkey: HKEY_CURRENT_USER\Software\Classes\TypeLib\{B9AA1F11-F480-4054-A84E-
B5D9277E40A8}\1.0
Name: (Default)
Type: REG_SZ
Data: Unified Collaboration API 1.0 Type Library

Subkey: HKEY_CURRENT_USER\Software\Classes\TypeLib\{B9AA1F11-F480-4054-A84E-
B5D9277E40A8}\1.0\0\Win64
Name: (Default)
Type: REG_SZ
Data: C:\Users\<username>\AppData\Local\Microsoft\TeamsPresenceAddin\Uc.tlb

Subkey: HKEY_CURRENT_USER\Software\Classes\TypeLib\{B9AA1F11-F480-4054-A84E-
B5D9277E40A8}\1.0\FLAGS
Name: (Default)
Type: REG_SZ
Data: 0

Subkey: HKEY_CURRENT_USER\Software\Classes\TypeLib\{B9AA1F11-F480-4054-A84E-
B5D9277E40A8}\1.0\HELPDIR
Name: (Default)
Type: REG_SZ
Data: C:\Users\<username>\AppData\Local\Microsoft\TeamsPresenceAddin\Uc.tlb

7. If the issue persists, uninstall and re-install Teams. For more information about how
to uninstall the Teams app, see Uninstall or remove apps and programs in
Windows 10 . To re-install Teams, see How do I get Microsoft Teams

Contact an administrator
If these steps don't resolve the issue, an administrator should create a support request
in the Teams Admin Center, and provide the following information:

The sign-in address of the user who is experiencing the issue and seeing an
inaccurate presence status for a contact.

The sign-in address of the contact whose presence is shown as Status unknown to
the user.
 The desktop and web logs from both the user and the contact. For information
about how to collect logs, see Use log files in troubleshooting Microsoft Teams.
For presence issues that affect contacts who are internal to your organization,
provide the output from running Microsoft Support and Recovery Assistant.

Known issues
Outlook currently shows Status unknown for federated (external) Teams contacts.
In the 32-bit version of Outlook, the presence status icons related to "Out of
Office" aren't currently displayed.
When a user sets up automatic Out of Office replies in Outlook, the presence
status icon in Outlook doesn't match Teams. Others see the presence status of this
user as Away or Offline in Outlook, but as Out of Office in Teams.

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Messages in the Teams and Viva Engage
apps are unexpectedly deleted by
retention policies
Article • 10/30/2023 • Applies to: Microsoft Teams, Viva Engage

Symptoms
Messages are unexpectedly deleted from Microsoft Teams or Viva Engage by retention
policies in scenarios such as the following:

Your organization has a retention policy that's configured to exclude the location
or apply to only other locations.
Your organization has a retention policy that's configured to apply to the location
but for a longer specified retention period.
Your organization doesn't use retention policies. However, another organization
that hosts conversations that your users participate in does use retention policies.

Cause
When the back-end service receives a delete command because of a retention policy,
the corresponding message in the Teams or Viva Engage app is deleted for all users in
the conversation. Some of these users might be from another organization, have a
retention policy that has a longer retention period, or have no retention policy assigned
to them. For these users, copies of the messages are still stored in their mailboxes and
remain searchable for eDiscovery until the messages are permanently deleted.

Messages that are visible in the Teams and Viva Engage apps aren't the compliance
copies. Their visibility in the apps doesn't reflect whether the messages are retained or
permanently deleted for compliance requirements.

More information
For more information about how retention policies work together with Teams and Viva
Engage, see the following articles:

How retention works with Microsoft Teams

How retention works with Viva Engage
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Can't join a Teams meeting through
PSTN dial-in or CVI-enabled devices
Article • 10/24/2024 • Applies to: Microsoft Teams

Symptoms
You try to join a Teams meeting by using a Public Switched Telephone Network (PSTN)
dial-in number or Cloud Video Interop (CVI) coordinates. However, you receive an error
message that states that the meeting can't be found, is invalid, or has expired. The exact
text of the error message varies depending on the CVI-enabled device that's being used.

Cause
This issue occurs if the meeting organizer's Teams account is deprovisioned. In this
situation, the specific Teams license that's required in order to schedule meetings by
having PSTN dial-in and CVI capabilities is no longer available. For such meetings, Teams
treats the affected dial-in numbers and CVI coordinates as invalid or expired.

Resolution
To resolve the issue, an active user in the organization who has the required license has
to reschedule the meeting.

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Errors when external participants try to
join a Teams meeting
Article • 10/30/2023 • Applies to: Microsoft Teams

External participants who are invited to a Teams meeting that's scheduled by users in
your organization can't join the meeting. Instead, they receive one of the following error
messages.

Error 1: Sign in to join this meeting

Cause for error 1

This behavior occurs because of the settings that control anonymous join.

If an external participant isn't signed in with a Teams work or school account and tries to
join the meeting (as an anonymous user), they receive the message in one of the
following situations:

The organization meeting setting Anonymous users can join a meeting is turned
off. If this setting is turned off, anonymous users can't join meetings that are
organized by any users in your organization.
The organization meeting setting Anonymous users can join a meeting is turned
on. However, in the meeting policies that are assigned to the meeting organizer,
the Anonymous users can join a meeting setting is turned off. This prevents
anonymous users from joining meetings that are scheduled by that organizer.

Error 2: Sign in with a different account to join

this meeting
Cause for error 2
This behavior occurs because of the settings that control anonymous join and external
access.

If an external participant is signed in with a Teams work or school account and tries to
join the meeting (as an authenticated user), they receive the message in one of the
following situations:

In the external access setting of your organization, the external participant's

domain is blocked or not allowed. Also, anonymous join is disabled* in your
organization.
The external participant's domain isn't blocked or is allowed. However, in the
external access setting of the external participant's organization, the meeting
organizer's domain is blocked or not allowed. Also, anonymous join is disabled* in
your organization.
External access is mutually enabled in both the external participant's organization
and the meeting organizer's organization. However, external access is blocked by
user-level policies from either the meeting organizer side or the external
participant side. Also, anonymous join is disabled* in your organization.

*Anonymous join is disabled in one of the following manners:

The organization meeting setting Anonymous users can join a meeting is turned
off.
The organization meeting setting Anonymous users can join a meeting is turned
on. However, in the meeting policies that are assigned to the meeting organizer,
the Anonymous users can join a meeting setting is turned off.

Resolution
To manage Teams meetings with external participants, follow the Plan for meetings with
external participants in Microsoft Teams guide and select the correct settings according
to your needs.
Here are some example situations.

Allow all types of external participants to join meetings

Enable anonymous join in the organization meeting settings.

Enable anonymous join in the meeting policies that are assigned to users in your
organization who are allowed to organize meetings with anonymous participants.

７ Note

To allow anonymous join to meetings that are organized by only specific users
in your organization, enable anonymous join in the meeting policies that are
assigned to those specific users, and then disable anonymous join in the
meeting policies that are assigned to other users.

In the external access setting, select Allow all external domains.

７ Note

If the meeting organizer's domain is blocked or not allowed in the external

access setting of the external participants' organizations, the external
participants can join meetings only as anonymous users.

Turn on guest access. To do so, in the Microsoft Teams admin center , select
Users > Guest access, and then set Allow guest access in Teams to On.

Block all external participants from joining meetings

Disable anonymous join in the organization meeting settings.
Block external access.
Turn off guest access. To do so, in the Microsoft Teams admin center , select
Users > Guest access, and then set Allow guest access in Teams to Off.

Allow only external participants to join meetings as

authenticated users that you trust
Disable anonymous join in the organization meeting settings.
In the external access setting, make sure that the external participants' domains
aren't blocked or are allowed.
 For admins of the external participants' organizations: In the external access setting
of the external participants' organizations, make sure that the meeting organizer's
domain isn't blocked or is allowed.
Turn on guest access.

Block only specific users in your organization from

organizing meetings with anonymous participants
Enable anonymous join in the organization meeting settings.
Turn off the Anonymous users can join a meeting setting in the meeting policies
that are assigned to those specific users.

More information
For more information about anonymous meeting join, see Manage anonymous
participant access to Teams meetings (IT admins).

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External users appear as Unknown in
meeting details
Article • 10/30/2023 • Applies to: Microsoft Teams

Consider the following scenario:

An external (federated) user joins meetings and calls by using the Teams client.

In the Teams admin center , you access the call analytics information for the user:

1. Under Users > Manage Users, you select the user.

2. On the user's profile page, you select the Meetings & calls tab.

You select a meeting ID to view the details.

In this scenario, the username is displayed as Unknown on the Overview page. The
following screenshot shows an example.

This behavior is by design. On the meeting details page, the Teams admin center UI uses
the Microsoft Graph API to query the Microsoft Entra tenant for user properties, such as
displayName. Because external users aren't available for queries, the username is
displayed as Unknown.

For more information about call analytics, see Set up call analytics for Microsoft Teams.

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Provide product feedback
Fix screen sharing video display lag
issue in Teams
Article • 07/10/2024 • Applies to: Microsoft Teams

Symptoms
During a call in Microsoft Teams, when you share a video or other content that requires
a higher frame rate for optimal viewing, the display for the other attendees appears to
lag and frames are intermittently dropped.

Cause
By default, the frame rate for screen sharing in Teams is set to a low frame rate. This is
because commonly shared content, such as an Excel workbook or Word document, is
static. The low frame rate makes sure that attendees see the highest possible resolution
of the shared content.

However, the default setting can be problematic when a user shares a video. The video
may appear to lag because of the low frame rate.

Resolution
In Teams 1.6.00.12455 and later versions, you can use a keyboard shortcut to enable
high-motion screen sharing. Follow these steps:

1. Start sharing your screen in Teams.

2. Select the Teams app, and then select Ctrl+Alt+Shift+T.

The resolution of the shared content might drop to accommodate the higher frame rate.
This depends on several factors, such as device capability and available bandwidth.

７ Note

The keyboard shortcut will be deprecated soon. There is a new presenter control
toolbar that enables a user to optimize for video when screen sharing. For more
information, see Share content in Microsoft Teams meetings .
More information
After you run the keyboard shortcut, you won't see any visual indication that high-
motion viewing is enabled for you. The keyboard shortcut is a toggle. If you use it two
times, the Teams app will return to the default behavior of not forcing high-motion
screen sharing.

To check the frame rate for the content that's shared, follow these steps:

1. In the Teams meeting, select the More menu option.

2. On the More menu, select Settings, and then select Call health.

3. To see the frame rate, resolution, and other details about the screen-sharing
session, scroll to the Screen Sharing section.

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Chat issues in Teams meeting
Article • 11/03/2023 • Applies to: Microsoft Teams

Symptoms
As an attendee in a Microsoft Teams meeting, you might experience one of the
following issues when you try to access the meeting chat:

The Chat icon is missing.

When you select the Chat icon, you see the following error message:

The Administrator has disabled the Chat

You can't see the meeting chat history.

Cause
These issues can have any of the following causes.

Cause 1: In the meeting policy that's assigned to you, the Meeting chat setting is set to
Off for everyone.

Cause 2: The number of attendees in the meeting exceeds 1,000, which is the maximum
number that's supported for chat.

Cause 3: You were added to the meeting as an attendee by using a meeting link such as
one that's shared in a forwarded meeting invitation. However, you were not added to
the original invitation. In this scenario, attendees will have access to chats, files, notes,
and other meeting content only during the meeting, and will lose access to them after
the meeting ends. If this is a recurring meeting, then attendees will also not have access
to the meeting chat in subsequent meetings.

Resolution
To make sure that this isn't a transient issue, leave and rejoin the meeting. If the issue
persists, try the following resolutions.

Resolution 1: Update the Meeting chat setting in the meeting policy

Meeting policies are enabled and configured by Teams administrators. To update the
meeting policy that's assigned to you, an administrator should follow these steps:

1. In the Microsoft Teams admin center, select Meetings > Meeting policies.

2. Select the meeting policy that's assigned to you.

3. Navigate to the Meeting engagement section.

4. Set Meeting chat to On for everyone or On for everyone but anonymous users.

７ Note

To allow users to use chat in Teams meetings that are hosted by other
organizations, make sure that External meeting chat is set to On. For more
information, see Manage chat messages in Teams meetings hosted by other
organizations.

5. Select Save.

７ Note

If you're using Teams for Education, use policy packages or the Teams for
Education policy wizard to manage meeting policies.

Resolution 2: The meeting organizer should make sure that the number of attendees in
the meeting is less than the maximum limit. For more information, see Limits and
specifications for Microsoft Teams.

Resolution 3: To enable access to the chat after the meeting is over, the meeting
organizer should add the attendee to the original meeting invitation or to the original
recurring meeting series, as appropriate.

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Issues that affect meeting recordings
Article • 01/13/2025 • Applies to: Microsoft Teams

Users experience one of the following issues in Microsoft Teams:

The meeting recording button is missing.

The meeting recording link isn't included or visible in a chat window.

To determine whether these issues are caused by the user account, run the Teams
Meeting Recording Test . This diagnostic checks whether the account meets all
requirements to record a meeting in Teams. If the issue persists, try the following
troubleshooting methods.

If you see a Lock icon on the recording button, hover over the icon to see a tooltip that
explains why the button is unavailable .

Administrators can run the Meeting Recording Support Diagnostic that's available in
the Microsoft 365 admin center.

The diagnostic can check the following prerequisites for Teams meeting recordings:

Users must be assigned the correct license.

Users must have the correct meeting policies.

For more information about user requirements for Teams meeting recording, see
Prerequisites for Teams cloud meeting recording.

Run the Meeting Recording Support Diagnostic

Microsoft 365 administrators can run diagnostic tools within the tenant to verify that the
user is correctly configured to record a meeting in Teams.

７ Note

This feature isn't available for Microsoft 365 Government, Microsoft 365 operated
by 21Vianet, or Microsoft 365 Germany.

1. Select the Run Tests link. This will populate the diagnostic in the Microsoft 365
admin center.

Run Tests: Meeting Recording

 2. In the Run diagnostic pane, enter the email address of the user who can't record
meetings in the Username or Email field, and then select Run Tests.

The tests will suggest next steps to address any tenant or policy configurations in order
to validate that the user is correctly configured to record a meeting in Teams.

Workaround
Begin by making sure that the user has the latest Teams updates installed.

If the issue isn't resolved by an update, review the following issues, and use the
workaround for the appropriate issue.

Issue 1: The Meeting recording button is missing

Leave and rejoin the meeting. This might restore the recording functionality.

Use the Teams web client to join and record the meeting.

Make sure that the user is trying to record a meeting, not a 1:1 call. Call recording
is controlled by the AllowCloudRecordingForCalls parameter of Teams calling
policies.

Run the 1:1 Call Recording Diagnostic for an affected user:

1. Sign in to Microsoft 365 admin center, and type Diag: Teams 1:1 Call
Recording in the Need Help? search box.
2. Enter the email address of the affected user in the Username or Email field,
and then select Run Tests.

Try again to record the meeting. If the issue still isn't resolved, open a service request for
Microsoft Support.

Issue 2: The meeting recording link isn't visible in a chat

window
In high-volume chat sessions, a known issue prevents the meeting recording link from
appearing for one or more users.

Try scrolling up to the top of the chat window and then scrolling back to the bottom.
This action might trigger a chat service event and restore the meeting recording link.

If the meeting recording link still isn't visible, manually locate the meeting recording:
For non-channel meetings, the recording is stored in the Recordings folder under
My files.

Example: <Recording user's OneDrive for Business>/My files/Recordings

For channel meetings, the recording is stored in the Teams site documentation
library in the Recordings folder in SharePoint.

To find the recording link in the Teams channel, select Files > Recordings > Open
in SharePoint.

Example in Teams: <Teams channel name>/Files/Recordings

Administrators can also find the recording link for users directly in SharePoint in
the Recordings folder under Documents.

Example in SharePoint: <SharePoint/Documents/Channel name>/Recordings

If you still can't find the meeting recording, run the Missing Recording Diagnostic.

７ Note

This feature isn't available for Microsoft 365 Government, Microsoft 365 operated
by 21Vianet, or Microsoft 365 Germany.

1. Select the Run Tests link. This will populate the diagnostic in the Microsoft 365
admin center.

Run Tests: Missing Meeting Recording

2. In the Run diagnostic pane, enter the URL of the meeting in the URL of the
meeting that was recorded field (usually located in the meeting invitation) and the
date of the meeting in the When was the meeting recorded? field, and then select
Run Tests.

The tests confirm that the meeting recording finished successfully and that it was
uploaded to SharePoint or OneDrive.

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Issues that affect Teams webinars
Article • 03/20/2024 • Applies to: Microsoft Teams

Microsoft Teams recently unveiled the webinar feature as an alternative to standard

meetings. To learn how to manage webinars, see Set up for webinars in Microsoft Teams.
To learn how to use webinars, see Get started with Teams webinars and Schedule a
webinar . This article discusses known issues that might occur when your users use
webinars, and provides resolutions and workarounds that you can try.

The Webinar option is missing

７ Note

This feature isn't available for users who use new Teams on Virtualized Desktop
Infrastructure (VDI).

When users try to create a webinar , the Webinar option is missing.

This issue may occur for several reasons:

Display issues occur that are caused by cached data.

The user account isn't allowed to schedule webinars.

To fix the issue, follow these steps:

1. Verify that the user is enabled to create a webinar:

a. Open the Teams admin center .
b. In the navigation pane, select Meetings.
c. Under Meetings, select Events Policies.
d. Select an existing policy or create one.
e. If the Allow webinars setting is Off, toggle it to On.
f. Select Save.

2. If the issue persists, ask the user to clear the Teams client cache.

The "For everyone" option is grayed out or

missing
When you create a webinar, the For everyone option on the Require registration menu
is unavailable (grayed out) or missing. The option is unavailable even if the
WhoCanRegister parameter value is set to Everyone by default.

This issue occurs if a change in the meeting policy is made.

To fix this issue, reset the WhoCanRegister parameter value to Everyone, and wait 24
hours. To reset the WhoCanRegister parameter, run the following PowerShell cmdlet:

PowerShell

Set-CsTeamsMeetingPolicy -WhoCanRegister Everyone

Note: If the "Anonymous join" functionality is turned off in the meeting settings,
anonymous users can't join the webinars. To enable this setting, see Manage meeting
settings in Microsoft Teams.

A blank screen appears when joining a webinar

When you try to join a webinar, a blank screen appears after authentication.

This issue may occur if Require Registration is set to None when the webinar is created.

To work around this issue, set Require Registration to For people in your org or For
everyone when you schedule a webinar.

Webinar invitations aren't received by

attendees
In Teams, the invitations to webinars are sent by using the email delivery service in
Microsoft Dynamics 365. If you set up security policies for external email messages that
are received by your tenant, your users might not get the messages from this service
because they're quarantined by your spam filter.

To fix this issue, add the IP addresses that's used by the Dynamics email delivery service
to the allow list of your spam filter. See your spam filter's documentation for instructions
to modify the allow list settings.

If your users are still not receiving invitations to Teams webinars, modify the default
Connection filter policy by using the following steps:

1. Navigate to the Anti-spam policies page on the Microsoft 365 Defender portal.
2. Select Connection filter policy (Default) from the list (but don't select the
checkbox that's next to the name).
 3. In the flyout pane, select Edit connection filter policy in the Connection filtering
section.
4. Select the Always allow messages from the following IP addresses or address
range option, and enter one of the IP addresses that are used by the email delivery
service.
5. Either press the Enter key or select the complete IP address value that's displayed
below the box.
6. Select Save.
7. If you're prompted to enable customization, select Yes. This step might take some
time to finish.

If you see an error message that mentions customization being disabled, use the
following steps:

1. Wait a few hours, repeat steps 1 to 7, and then add one IP address range for
the email delivery service that you entered in step 4.
2. If the addition is successful, add the remaining IP address ranges, and then
select Save.

If you still can't add the IP addresses, use the following steps:

1. Connect to Exchange Online PowerShell.

2. Run the Enable-OrganizationCustomization PowerShell cmdlet to enable
customization.
3. After customization is enabled, add the remaining IP address ranges, and
then select Save.

Still need help? Go to Microsoft Community .

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Known issues when you use Teams
certified peripherals
Article • 01/30/2025 • Applies to: New Microsoft Teams

ﾉ Expand table

Issue Description Workaround

Button controls on You have accounts on multiple tenants, Make sure that you're
connected peripherals and all of them are connected to the signed in to the account
stop syncing with Teams app. to which you want to sync
Microsoft Teams during the peripherals. Then
a meeting. However, when you switch from one restart the Teams app.
account to another, the connected
peripherals stop syncing with the Teams
app.

A call made from the This issue occurs if you have accounts on Use the Teams app to
dial pad in the display multiple tenants, and all of them are make PSTN calls instead
screen doesn't connect. connected to the Teams app. of the dial pad in the
display screen on a
When you initiate a PSTN call by using device.
the dial pad on the display screen on
your device, the call isn't triggered.

During a cross-cloud When users from special Microsoft 365 No workaround is

meeting, button cloud environments participate in a available at this time.
controls on connected cross-cloud meeting, their connected
peripherals don't sync peripherals no longer sync with the
with Teams. Teams desktop app.

The peripherals resume syncing after the

cross-cloud meeting ends.

This issue occurs because syncing

connected peripherals is supported only
when all the participants are from the
same cloud.

Devices that have a dial Devices such as Yealink MP50 that have a Use the button controls
pad in the display dial pad in the display screen don't show that are available in the
screen don't show user profile information, HID controls to Teams app.
button controls and call mute the audio during a call, answer a
details on the device call, or end a call.
screen.
This issue occurs because the devices
Issue Description Workaround

aren't recognized as certified Teams

devices.

The audio status doesn't You're using a device that is not certified To force a sync between
sync between a for Teams and you have paired it with the status of the Teams
connected device and your desktop computer by using its app and your device,
Teams. native Bluetooth setting. select the HID control on
the device to mute the
When you mute your audio by using the audio from there as well.
controls in the Teams app, the audio
status on your device doesn't update to
reflect this status.

The Sync device When you run the new Teams desktop To re-enable the option
buttons option is app and the Skype for Business app at for Teams, end the Skype
disabled when you run the same time, the Sync device buttons for Business session.
Teams and Skype for option under Settings > Devices is
Business simultaneously. disabled in Teams.

This behavior is by design to avoid

potential conflicts between the two apps.

Can't find the Invoke The Invoke camera from desktop feature To start sharing from a
camera from desktop hasn't been ported to new Teams yet. content camera after you
feature in new Teams. join a meeting in new
Teams, select Share >
Content from camera.

Microsoft Presenter+ The following features in Microsoft No workaround is

features are missing in Presenter+ haven't been ported to new available at this time.
new Teams. Teams yet:

The setting for a focus mode when

you're using PowerPoint
The cursor when you're in a Teams
meeting
The laser pointer when you're using
PowerPoint Live

Device might not sync When you restart either the Teams Unplug and reconnect the
when you restart Teams desktop app or your computer, a Teams peripheral to reinitialize
certified peripheral that's connected to connectivity to the Teams
your computer might stop syncing with desktop app.
Teams because of the loss of connectivity.

Button controls on You join a Teams meeting from a To ensure that the button
connected peripherals computer that is running third-party apps controls on your
Issue Description Workaround

don't work during Teams along with Teams. However the button connected peripherals
meetings. controls on your connected certified sync with Teams correctly,
peripherals don't work during the exit all third-party apps
meeting. before joining a Teams
meeting.
This issue occurs because the peripherals
are either being used by one of the third-
party apps or Teams considers them to be
in use already.

Mute and unmute When the computer that your peripherals Restart Teams to restore
functions on connected are connected to goes to sleep, Teams syncing with the
peripherals don't work. and the connected peripherals stop connected peripherals.
syncing.
After the computer wakes from sleep,
neither Teams nor any of the peripherals
respond to Mute and Unmute requests
from one another.

No ringing tone during When someone calls you, there's no No workaround because
an incoming or an ringing sound to alert you to the this issue is caused by the
outgoing call. incoming call. Similarly, when you make connected audio device.
an outgoing call there's no ring tone to
indicate that the call is in progress. The
ring tone plays only after the callee picks
up the call.

If the caller who is calling you or the

callee when you make an outgoing call is
using a native Bluetooth audio device
connected to a Windows 11 computer,
the device might mute the system audio
and Teams ring tone, and play only the
device-specific built-in ring tone.

When a call comes in, the computer

sends the HFP RING response and might
play the Teams ring tone and media
playback audio to the Bluetooth device.
However the paired device decides
whether to play the audio received from
the computer, its built-in ring tone, or
both.

No audio after joining a When you join a town hall event by using On the pre-join screen for
town hall event from the the Teams desktop client and connect an the town hall event, wait
desktop client. older Bluetooth audio device to your until you see the
following alert:
 Issue Description Workaround

computer, you don't hear the event's

audio. Attendee mics and
cameras are turned off
for this event.

Then select the link to

join the town hall event
and the audio will work.

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New Teams desktop app fails to render
video
Article • 02/08/2024 • Applies to: New Microsoft Teams

Symptoms
You're using the new Microsoft Teams desktop app on a computer that also has the
Nahimic audio driver installed. During a Teams meeting, the app does not render video
in any of the following scenarios:

Video content is presented during the meeting.

You join a meeting without having video enabled, and then you enable video while
you're in the meeting.
Before you join a meeting, you check the video preview screen in the meeting join
window to verify that the video works correctly.

Cause
This issue occurs because of a conflict that exists between the new Teams app and the
Nahimic audio driver.

Workaround
To work around the issue, follow these steps:

1. Exit the Teams desktop app.

2. Search in File Explorer for a file named BlackApps.dat in the %PROGRAMDATA%

folder. This file is the exclusion list used by the Nahimic app.

3. Open the BlackApps.dat file by using a text editor, such as Notepad.

Note: If you can't open the file, follow these steps to change permissions on the
file:
a. Right-click the file, and then select Properties.
b. Select the Security tab, and then select the Edit button.
c. On the Permissions screen, in the Group or user names box, select the
appropriate group to which you belong.
d. In the list in the Permissions box, select Allow for the Full control permission.
 e. Select Apply, and then select OK to close the Permissions screen.
f. Close the Properties dialog box.

4. In the BlackApps.dat file, add the following executable files:

ms-teams.exe

msedgewebview2.exe

5. Save the file, and then exit the text editor.

6. Restart the Teams desktop app.

Third-party information disclaimer

The third-party products that this article discusses are manufactured by companies that
are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, about
the performance or reliability of these products.

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Resolve issues that affect the Teams
Meeting add-in for classic Outlook
Article • 09/27/2024 • Applies to: Microsoft Teams

） Important

The new Outlook for Windows doesn't support the Teams COM add-in, also known
as Teams add-in for Outlook. The new Outlook contains a native Teams meeting
capability that enables users to schedule meetings. For more information, see
Schedule a Teams meeting > New Outlook (desktop & web).

If you're a Microsoft Teams administrator, and your users can't install the Teams Meeting
add-in for classic Microsoft Outlook, schedule Outlook meetings from Teams, or
schedule Teams meetings from Outlook, the issue might be caused by a problematic
installation of the Teams Meeting add-in or because the users' mailboxes are hidden
from the Global Address List (GAL).

Teams Meeting add-in is missing or its

installation fails
If you've configured the add-in for all users but it's missing for some users, try the
following steps to troubleshoot and resolve the issue.

Run a self-help diagnostic

As an administrator, you can run the Teams Add-in Missing in Outlook diagnostic in
the Microsoft 365 admin center to verify that the affected users have the correct policies
to enable the Teams Outlook add-in.

７ Note

This feature isn't available for Microsoft 365 Government, Microsoft 365 operated
by 21Vianet, or Microsoft 365 Germany.

Use the following steps:

1. Select the Run Tests button to populate the diagnostic in the Microsoft 365 admin
center:
 Run Tests: Teams Add-in Missing in Outlook

2. In the Username or Email field under Run diagnostic, enter the email address of
the user who is experiencing issues when they try to enable the Teams Outlook
add-in. Then, select Run Tests.

After the diagnostic is finished, select the provided links to resolve the issues that are
found.

Use Microsoft Support and Recovery Assistant

７ Note

Microsoft Support and Recovery Assistant scenarios aren't available for new Teams.

If the policies are assigned correctly, but you still can't install the add-in, or if you're not
an administrator, download and run Microsoft Support and Recovery Assistant. We
recommend that you use the Assistant to perform automated troubleshooting steps and
make the required fixes.

Download the Assistant

Use the Enterprise version of the Assistant

７ Note

Microsoft Support and Recovery Assistant scenarios aren't available for new Teams.

If you have multiple users who are affected by the issues, you can use the Enterprise
version of Microsoft Support and Recovery Assistant. This is a command-line version of
the Assistant that can be scripted to detect and fix most issues automatically without
requiring user interaction.

Fix issues manually

If you want to run checks and make fixes manually, follow these steps:

1. Verify that users have the Teams desktop client installed. The meeting add-in can't
be installed if you use only the Teams web client.
 2. Verify that users are running Outlook 2016 or a later version.

3. Verify that all available updates for the Outlook desktop client are applied.

4. Exit Outlook.

5. Exit Teams.

6. Reregister Microsoft.Teams.AddinLoader.dll:
a. Open File Explorer, and then navigate to the
%LocalAppData%\Microsoft\TeamsMeetingAddin folder.

b. Select the subfolder that has a name that's the same as the version number. If
there are multiple subfolders that have the same version number, select the
subfolder that has the highest build number. Then, copy the path of this
subfolder. For example,
%LocalAppData%\Microsoft\TeamsMeetingAddin\1.0.23334.11 .

c. Open an elevated Command Prompt window, and then run the following
command that's appropriate for your Office installation:

For 64-bit Office

PowerShell

%SystemRoot%\System32\regsvr32.exe /n /i:user <path copied in step

b>\x64\Microsoft.Teams.AddinLoader.dll

For 32-bit Office

PowerShell

%SystemRoot%\SysWOW64\regsvr32.exe /n /i:user <path copied in

step b>\x86\Microsoft.Teams.AddinLoader.dll

7. Restart the Teams desktop client.

8. Sign out and then sign in to the Teams desktop client.

9. Restart the Outlook desktop client. Make sure that Outlook isn't running in
Administrator mode.

Check the status of the add-in in Outlook

If you still don't see the Teams Meeting add-in, make sure that it's enabled in Outlook.

1. In Outlook, select File > Options.

 2. In the Outlook Options dialog box, select the Add-ins tab.
3. Check whether Microsoft Teams Meeting Add-in for Microsoft Office is in
the Active Application Add-ins list.
4. If the add-in isn't in the list of active applications, and you see the Teams Meeting
add-in in the Disabled Application Add-ins list, select Manage > COM Add-ins, and
then select Go.
5. Select the checkbox that's next to Microsoft Teams Meeting Add-in for Microsoft
Office.
6. Select OK on every open dialog box, and then restart Outlook.

Verify registry settings

If the add-in still doesn't appear, follow these steps to check the registry settings.

２ Warning

Follow this section's steps carefully. Incorrect registry entries can cause serious
system issues. As a precaution, back up the registry for restoration .

1. Check the load behavior of the add-in:

a. Open RegEdit.exe.
b. Navigate to
HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\Outlook\Addins\TeamsAddin.FastC

onnect .

c. Check the value of the LoadBehavior entry. It should be set to 3.

d. If LoadBehavior has a value other than 3, change it to 3, and then restart
Outlook.

If the add-in still doesn't appear, go to step 2.

2. Check whether the Configure Outlook object model prompt when reading address
information policy setting is configured:

a. Open RegEdit.exe.

b. Navigate to
HKEY_CURRENT_USER\SOFTWARE\Policies\Microsoft\Office\16.0\Outlook\Security .

If you applied the policy settings by using Cloud Policy service, navigate to
HKEY_CURRENT_USER\SOFTWARE\Policies\Microsoft\Cloud\Office\16.0\Outlook\Sec

urity .
 Note: Policy settings that are implemented by using Cloud Policy take
precedence over policy settings that are implemented by using Group Policy on
Windows.

c. Check for the promptoomaddressinformationaccess registry entry and whether a

value is set for it. If the value is 0, this indicates that the policy setting is set to
the Automatically deny option. If it is, Outlook will automatically deny
programmatic access requests from any program. In this situation, go to step
2d.

d. Check the Configure trusted add-ins policy setting.

If this policy setting is configured, Teams administrators can use one of the
following options:

Disable or unconfigure the policy setting.

If the policy is required, make sure that Microsoft.Teams.AddinLoader.dll is

in the list of trusted add-ins and that the corresponding hash value is
correct. You can use the Get-FileHash cmdlet to compute the hash value of
the .dll file.

Note: The Microsoft.Teams.AddinLoader.dll file that's used is automatically

updated with the Teams client. Therefore, the hash value must be
constantly updated to pair with the .dll file.

Details to join a meeting are missing

When a delegate schedules a Teams meeting in a delegated calendar on behalf of the
delegator, the following meeting join details aren't added to the body of the meeting
request:

Meeting URL
Meeting ID and passcode
Dial-in numbers

This issue occurs if the delegator's mailbox is hidden from the global address list (GAL).
In this case, the Teams Meeting add-in can't get the required information to populate
the meeting details.

To fix the issue, run the following Exchange Online PowerShell cmdlet to unhide the
delegator's mailbox:

PowerShell
 Set-Mailbox -Identity <delegator’s email address> -
HiddenFromAddressListsEnabled $false

Verify that the mailbox is visible in the GAL. Then, ask the delegate to restart Outlook
and create a new meeting request.

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Teams meeting add-in missing from
Outlook and new Teams
Article • 10/18/2024 • Applies to: New Microsoft Teams

Symptoms
Either you or your organization uninstalls classic Microsoft Teams and then upgrades to
new Teams. You uninstall the program by using one of the following methods:

Any of the available options to uninstall programs in Windows 11 and Windows

10.
An administrative policy that triggers the removal of classic Teams. For example,
organizations might choose to remove older versions of classic Teams from user
computers to make sure that most users are on the same version.
The "new Teams only" policy setting to upgrade to new Teams. When a user is
assigned this Teams upgrade policy, the new Teams app removes the classic Teams
app from the user's computer after a set time. The default setting is 14 days.

After the upgrade, the Teams meeting add-in doesn't load in new Teams. Additionally,
the add-in is removed from Microsoft Outlook.

Cause
When a version of classic Teams is uninstalled, the Teams meeting add-in is also
uninstalled. The uninstallation process removes the registry keys that are shared across
all versions of the Teams meeting add-in. Therefore, when new Teams and Outlook start,
the computer doesn't find the installed add-in to load.

Resolution
For non-VDI environments, follow these steps to reinstall the Teams meeting add-in:

1. Use the Uninstall-ClassicTeams.ps1 PowerShell script to verify that classic Teams

was uninstalled correctly.

2. Use the UninstallTMA.ps1 PowerShell script to verify that the Teams meeting
add-in was uninstalled correctly.
If this script returns an error message, check the version of the Teams meeting
add-in. Otherwise, go to step 3.

To check the Teams meeting add-in version, select Start > Settings > Apps >
Installed apps, enter Teams Meeting Add-in in the search box, and then check the
version of Microsoft Teams Meeting Add-in for Microsoft Office. If the version
starts with 1.23, follow these steps:

a. Download the UninstallOldTMA.ps1 PowerShell script.

b. Open the script in Notepad.

c. Check whether your version of the Teams meeting add-in is included in the
$msixDictionary variable. If it's not included, follow these steps:

i. Select Start > Settings > Apps > Installed apps, enter Teams Meeting Add-in
in the search box, and then locate the Microsoft Teams Meeting Add-in for
Microsoft Office app in the results.

ii. Select More options (...), and then select Uninstall two times.

iii. Wait for Windows Installer to open a window that indicates that the
installation package, MicrosoftTeamsMeetingAddinInstaller.msi , isn't
available. The following screenshot shows an example of this pop-up
window.

iv. In the window, review the path under Use source, copy the portion that
represents the corresponding Teams version, and then select Cancel to close
the window. For example, if the path is C:\Program
Files\WindowsApps\MSTeams_23231.512.3106.6573_x64__8wekyb3d8bbwe\Micr
osoftTeamsMeetingAddinInstaller.msi, the version of Teams that the meeting
add-in corresponds to is 23231.512.3106.6573.
 v. In Notepad, add the following entry to the $msixDictionary variable, and
then save the script:

"<version of the Teams meeting add-in>" = "<version of Teams>"

d. Run the UninstallOldTMA.ps1 script to uninstall the Teams meeting add-in, and
then go to step 3.

3. Close the new Teams app.

4. Close the Outlook app.

5. Start the new Teams app.

6. Wait until the Teams meeting add-in appears in the list in Start > Settings > Apps
> Installed apps.

7. Restart the Outlook app.

If the Teams meeting add-in still doesn't work correctly, use the
TeamsMeetingAddinFixKnownIssues.ps1 PowerShell script to resolve common issues
that affect the add-in.

More information
The following sections list registry entries for different versions of the Outlook app.
These entries are necessary for the Teams meeting add-in to load.

Outlook 64-bit
Registry subkey:
HKEY_CURRENT_USER\SOFTWARE\Microsoft\office\Outlook\Addins\TeamsAddin.FastConn

ect

The TeamsAddin.FastConnect key provides Outlook with the ProgID value of the
add-in to load. If this value is missing, Outlook doesn't search for the add-in.

ﾉ Expand table

Registry entry Description

name

FriendlyName Display name of the add-in in Outlook.

 Registry entry Description
name

Description Description of the add-in.

LoadBehavior Determines when Outlook should try to load the add-in. The default
value is "3" for this entry. This value tells Outlook to load the add-in at
startup.

Registry subkey: HKEY_CLASSES_ROOT\TeamsAddin.FastConnect\CurVer

The CurVer key provides details about the ProgID value so that programs can find
the correct libraries.

ﾉ Expand table

Registry entry name Description

(Default) Name and version for ProgId.

Registry subkey: HKEY_CURRENT_USER\SOFTWARE\Classes\CLSID\{19A6E644-14E6-4A60-

B8D7-DD20610A871D}

Registration for COM Class.

Registry subkey: HKEY_CURRENT_USER\SOFTWARE\Classes\CLSID\{19A6E644-14E6-4A60-

B8D7-DD20610A871D}\InprocServer32

ﾉ Expand table

Registry entry Description

name

(Default) Path to the 64-bit version of Microsoft.Teams.AddinLodaer.dll.

ThreadingModel Definition of the threading model that's to be used by the class. Its
value should be Apartment.

Registry subkey: HKEY_CURRENT_USER\SOFTWARE\Classes\CLSID\{19A6E644-14E6-4A60-

B8D7-DD20610A871D}\ProgID

ﾉ Expand table
 Registry entry Description
name

(Default) ProgID with version of the class. Its value should be

TeamsAddin.FastConnect.1.

Registry subkey: HKEY_CURRENT_USER\SOFTWARE\Classes\CLSID\{19A6E644-14E6-4A60-

B8D7-DD20610A871D}\VersionIndependentProgID

ﾉ Expand table

Registry entry Description

name

(Default) ProgId of the class without version information. Its value should be
TeamsAddin.FastConnect.

Registry subkey: HKEY_CURRENT_USER\SOFTWARE\Classes\CLSID\{19A6E644-14E6-4A60-

B8D7-DD20610A871D}\TypeLib

ﾉ Expand table

Registry entry Description

name

(Default) Class ID of the type lib that's associated with this class. Its value should
be {C0529B10-073A-4754-9BB0-72325D80D122}.

Registry subkey: HKEY_CURRENT_USER\SOFTWARE\Classes\CLSID\{19A6E644-14E6-4A60-

B8D7-DD20610A871D}\Version

ﾉ Expand table

Registry entry name Description

(Default) Version of the class to be used. Its value should be 1.0.

Registry subkey: HKEY_CLASSES_ROOT\TeamsAddin.Connect.1

ﾉ Expand table

Registry entry name Description

(Default) The default value should be Connect Class.

Registry subkey: HKEY_CLASSES_ROOT\TeamsAddin.Connect.1\CLSID

ﾉ Expand table

Registry entry Description

name

(Default) The default value should be {CB965DF1-B8EA-49C7-BDAD-

5457FDC1BF92}.

Registry subkey: HKEY_CLASSES_ROOT\TeamsAddin.Connect

ﾉ Expand table

Registry entry name Description

(Default) The default value should be Connect Class.

Registry subkey: HKEY_CLASSES_ROOT\TeamsAddin.Connect\CurVer

ﾉ Expand table

Registry entry name Description

(Default) The default value should be TeamsAddin.Connect.1.

Registry subkey: HKEY_CLASSES_ROOT\TeamsAddin.FastConnect.1

ﾉ Expand table

Registry entry name Description

(Default) The default value should be FastConnect Class.

Registry subkey: HKEY_CLASSES_ROOT\TeamsAddin.FastConnect.1\CLSID

ﾉ Expand table

Registry entry Description

name

(Default) The default value should be {19A6E644-14E6-4A60-B8D7-

DD20610A871D}.

Registry subkey: HKEY_CLASSES_ROOT\TeamsAddin.FastConnect

 ﾉ Expand table

Registry entry name Description

(Default) The default value should be FastConnect Class.

Registry subkey: HKEY_CLASSES_ROOT\TeamsAddin.FastConnect\CurVer

ﾉ Expand table

Registry entry name Description

(Default) The default value should be TeamsAddin.FastConnect.1.

Description Microsoft Teams Meeting Add-in for Microsoft Office.

FriendlyName Microsoft Teams Meeting Add-in for Microsoft Office.

Outlook 32-bit
Registry subkey:
HKEY_CURRENT_USER\SOFTWARE\Wow6432Node\Microsoft\office\Outlook\Addins\TeamsAd
din.FastConnect

This key provides Outlook with the ProgID value of the add-in to load. If the value
is missing, Outlook doesn't try to look for the add-in.

ﾉ Expand table

Registry entry Description

name

FriendlyName Display name of the add-in in Outlook.

Description Description of the add-in.

LoadBehavior Determines when Outlook should try to load the add-in. The default
value is "3" for this entry. This value tells Outlook to load the add-in at
startup.

Registry subkey: HKEY_CLASSES_ROOT\TeamsAddin.FastConnect\CurVer

Provides details about the ProgID value so that programs can find the correct
libraries.
 ﾉ Expand table

Registry entry name Description

(Default) Name and version for the ProgId.

Registry subkey: HKEY_CURRENT_USER\SOFTWARE\Classes\Wow6432Node\CLSID\

{19A6E644-14E6-4A60-B8D7-DD20610A871D}

Registration for COM Class.

Registry subkey: HKEY_CURRENT_USER\SOFTWARE\Classes\Wow6432Node\CLSID\

{19A6E644-14E6-4A60-B8D7-DD20610A871D}\InprocServer32

ﾉ Expand table

Registry entry Description

name

(Default) Path to the 32-bit version of Microsoft.Teams.AddinLodaer.dll.

ThreadingModel Definition of the threading model to be used by the class. Its value
should be Apartment.

Registry subkey: HKEY_CURRENT_USER\SOFTWARE\Classes\Wow6432Node\CLSID\

{19A6E644-14E6-4A60-B8D7-DD20610A871D}\ProgID

ﾉ Expand table

Registry entry Description

name

(Default) ProgID together with the version of the class. Its value should be
TeamsAddin.FastConnect.1.

Registry subkey: HKEY_CURRENT_USER\SOFTWARE\Classes\Wow6432Node\CLSID\

{19A6E644-14E6-4A60-B8D7-DD20610A871D}\VersionIndependentProgID

ﾉ Expand table

Registry entry Description

name

(Default) ProgId of the class without version information. Its value should be
TeamsAddin.FastConnect.
Registry subkey: HKEY_CURRENT_USER\SOFTWARE\Classes\Wow6432Node\CLSID\
{19A6E644-14E6-4A60-B8D7-DD20610A871D}\TypeLib

ﾉ Expand table

Registry entry Description

name

(Default) Class ID of the type lib that's associated with this class. Its value should
be {C0529B10-073A-4754-9BB0-72325D80D122}.

Registry subkey: HKEY_CURRENT_USER\SOFTWARE\Classes\Wow6432Node\CLSID\

{19A6E644-14E6-4A60-B8D7-DD20610A871D}\Version

ﾉ Expand table

Registry entry name Description

(Default) Version of the class to be used. Its value should be 1.0.

Registry subkey: HKEY_CLASSES_ROOT\TeamsAddin.Connect.1

ﾉ Expand table

Registry entry name Description

(Default) The default value should be Connect Class.

Registry subkey: HKEY_CLASSES_ROOT\TeamsAddin.Connect.1\CLSID

ﾉ Expand table

Registry entry Description

name

(Default) The default value should be {CB965DF1-B8EA-49C7-BDAD-

5457FDC1BF92}.

Registry subkey: HKEY_CLASSES_ROOT\TeamsAddin.Connect

ﾉ Expand table

Registry entry name Description

(Default) The default value should be Connect Class.

Registry subkey: HKEY_CLASSES_ROOT\TeamsAddin.Connect\CurVer

ﾉ Expand table

Registry entry name Description

(Default) The default value should be TeamsAddin.Connect.1.

Registry subkey: HKEY_CLASSES_ROOT\TeamsAddin.FastConnect.1

ﾉ Expand table

Registry entry name Description

(Default) The default value should be FastConnect Class.

Registry subkey: HKEY_CLASSES_ROOT\TeamsAddin.FastConnect.1\CLSID

ﾉ Expand table

Registry entry Description

name

(Default) The default value should be {19A6E644-14E6-4A60-B8D7-

DD20610A871D}.

Registry subkey: HKEY_CLASSES_ROOT\TeamsAddin.FastConnect

ﾉ Expand table

Registry entry name Description

(Default) The default value should be FastConnect Class.

Registry subkey: HKEY_CLASSES_ROOT\TeamsAddin.FastConnect\CurVer

ﾉ Expand table

Registry entry name Description

(Default) The default value should be TeamsAddin.FastConnect.1.

Description Microsoft Teams Meeting Add-in for Microsoft Office

FriendlyName Microsoft Teams Meeting Add-in for Microsoft Office

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Teams meeting features for shared
mailboxes
Article • 08/06/2024 • Applies to: Microsoft Teams

For Microsoft Teams meetings that are managed by using a shared mailbox, only a
limited number of features are available. The following table lists the details of each
feature.

７ Note

Shared mailboxes aren't intended for direct login. Keep the shared mailbox account
in the Disabled state, and avoid resetting its password or signing in by using the
shared mailbox user account.

ﾉ Expand table

Available Details
feature

Create meetings The meeting must be created by a delegate by using the shared mailbox
calendar.
Delegates can add co-organizers to the meeting .

Update The meeting must be updated by using the shared mailbox calendar.
meetings The meeting can be updated by the delegate who organizes the
meeting, or by other delegates who have Full Access permission to the
shared mailbox.

Update meeting Meeting options can be updated only by the delegate who organizes the
options meeting, or by co-organizers who have delegate access to the shared mailbox.

Depending on how the shared mailbox is added to Microsoft Outlook, in some

scenarios, you might not be able to access the meeting options for a meeting
that's scheduled by using the shared mailbox. In this case, a workaround is to
remove the shared mailbox and then add it again by using the File > Add
Account option in Outlook.

Manage See Teams meeting recording storage and permissions in OneDrive and
meeting SharePoint.
recordings
 Available Details
feature

Manage For a user to manage breakout rooms, all the following conditions must be
breakout rooms met:
The shared mailbox is assigned a Teams license.
The user is assigned the co-organizer role and has delegate access to
the shared mailbox.
The user must first join the meeting.

Set up audio To set up audio conferencing, the shared mailbox must be assigned a license
conferencing for Teams Audio Conferencing.

Note: Meetings created for a mailbox that doesn't have an Audio

Conferencing license will lack the Public Switched Telephone Network (PSTN)
details in the meeting invitation.

Create custom To create custom meeting policies, the shared mailbox must be assigned a
meeting policies Teams license.

For more information about Teams license options, see Microsoft Teams add-on
licenses.

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A website with Conditional Access does
not display when viewed in the Website
tab
Article • 10/30/2023 • Applies to: Microsoft Teams

Symptoms
A website (such as an intranet portal) does not render as a tab inside of the Teams
desktop app when that website has Conditional Access policies in place (such as
browser or IP address restrictions).

Workaround
We recommend that you use Teams in a browser instead of the desktop app.

More information
What is Conditional Access?

Still need help? Go to Microsoft Community .

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Unable to see autofavorited channels in
the Teams mobile app
Article • 10/30/2023 • Applies to: Microsoft Teams

Symptoms
Some members aren't able to see autofavorited channels on the Teams mobile app.

Resolution
Members must sign in to the desktop or web app first to see autofavorited channels on
their mobile app.

More information
Still need help? Go to Microsoft Community .

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Settings for Teams calls with Apple
CarPlay
Article • 10/30/2023 • Applies to: Microsoft Teams

Apple CarPlay enables you to safely make Teams audio calls when you're on the road
by using Siri voice commands. However, if you use a Microsoft Intune-managed iOS
device to make the calls, Siri can be blocked from use by your administrator.

If you're unable to use Apple CarPlay in Teams, your administrator must configure the
following settings by using the Microsoft Endpoint Manager admin center .

Allow your device to use Siri

The default setting for using Siri should allow you to use CarPlay. If your admin has
created a configuration profile that directs your device to block Siri, the setting must be
updated.

1. Navigate to Devices > Configuration profiles > Your_Configuration_profile >

Properties > Configuration Settings > Built-in Apps.

2. Set the Block Siri option to Not configured.

Allow data transfer to any app on your device

If your admin has created an application protection policy that allows data transfer to
only specific apps, that restriction must be removed to allow data transfer to all apps.

1. Navigate to Apps > App protection policies > Your_App_protection_policy >

Properties > Data protection.

2. Set Send Org data to other apps to All apps.

For more information, see iOS app protection policy settings.

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Issue when you access a OneNote
notebook from Teams
Article • 02/01/2024 • Applies to: Microsoft Teams

Symptoms
You can't access a Microsoft OneNote notebook from Microsoft Teams. Additionally, you
receive the following error message:

One or more of the document libraries on the user or group's OneDrive contains
more than 5,000 OneNote items (notebooks, sections, section groups) and cannot
be queried using the API. Please make sure that none of the user or group's
document libraries contains more than 5,000 OneNote items. Please follow the link
below for instructions on how to remedy this situation.

Cause
This issue occurs if the document libraries contain more than 5,000 OneNote items. This
is a known limitation with OneNote items when accessing them from Teams.

Workaround
To work around this issue, reduce the number of OneNote items in the document
libraries.

More Information
We recommend that you access OneNote through OneNote Online or the OneNote
application and remove items that aren't needed.

To determine the item count, use one of the following methods:

Use the OneNote API diagnostic to count the number of items in a certain
document library:

https://github.com/OneNoteDev/OneNoteAPIDiagnostics/blob/master/Tool/OneN
oteAPIDiagnostics_1.0.0.0.zip
 Run Microsoft.Office.OneNote.OneNoteAPIDiagnostics.exe, and then enter the
URL, user and password:

https://<domain>.sharepoint.com/sites/<site>/

Here is an output example:

AsciiDoc

Items Count:14744
Notebooks Count:0
Folders Count:4607
Sections Count:0
Content Type ID:True
File Type:True
HTML File Type:True

Still need help? Go to Microsoft Community .

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Temporary change to file size download
limit in OneNote
Article • 06/06/2024 • Applies to: OneNote

Summary
To best support OneNote customers worldwide during these unprecedented times,
Microsoft is temporarily adjusting the download limit of file attachments in OneNote.
We do not expect this change to affect most users.

Workarounds
The maximum capacity of downloaded file attachments is temporarily set at 100 MB.
Because most OneNote clients limit file uploads to 50 MB, this change shouldn't affect
most attachments.

The following workarounds enable users to download larger file attachments:

Attach as a cloud file. This is the best way to make sure that others can access the
file without restrictions. If you have access to the file, first upload the attachment
to SharePoint Online and then link to the attachment from within the Notebook. If
you use OneNote for Windows 10, this can be done in one step by following these
instructions:
1. Select Insert > File.
2. Select Upload to OneDrive and insert link.
Attaching files as cloud files enables others who have access to the notebook to
view your attachment without any size restrictions. If you don't have access to the
original file, use either of the following workarounds to obtain the file, and then
attach it as a cloud file.

OneNote for web. Open your notebook in OneNote for the web (go to
https://www.onenote.com , select the purple Sign in button), and then save the
attachment by right-clicking the attached file and selecting Save As.

OneNote desktop. Use OneNote 2016 or another desktop version of OneNote

to download the attachment.

More information
Still need help? Go to Microsoft Community .

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Common issues when you use SIP
devices with Teams
Article • 10/30/2023 • Applies to: Microsoft Teams

SIP Gateway enables your organization to use any compatible SIP device with Microsoft
Teams. This article lists some common issues that might occur when you use a
compatible SIP device to make and receive calls through Teams, and provides steps to
help you troubleshoot these issues.

I can't onboard my device

1. Verify that you're using a compatible SIP device.
2. Make sure that you reset the device to the factory default settings.
3. Verify that the SIP Gateway provisioning server's URL begins in "HTTP", not
"HTTPS". For example, use http://noam.ipp.sdg.teams.microsoft.com , not
https://noam.ipp.sdg.teams.microsoft.com .

4. Check whether the device can connect to SIP Gateway. Verify that the connection
isn't blocked by your firewall or proxy server, and that the required HTTPS
endpoints and TCP/UDP ports are open. For more information, see the list of items
that follows "Before you can configure SIP Gateway" in Configure SIP Gateway.

Web app authentication fails when I try to sign

in
1. Make sure that you're using the correct credentials. Sign in to the Teams app by
using the same credentials to check whether the credentials are correct.
2. If your organization uses Conditional Access, make sure that the IP address of SIP
Gateway is excluded. For more information, see Configure conditional access.

My device doesn't update after I sign in

successfully
1. Check whether the requirements to use SIP Gateway are met. To use SIP Gateway,
Teams users must have a phone number that has PSTN calling enabled.
2. Check whether SIP Gateway policy is set correctly. For more information, see
Enable SIP Gateway for the users in your organization.
 3. Check whether another user from a different tenant signed in to the device, but
didn't sign out gracefully. If they didn't, have that user sign in and sign out again.
4. Check whether the device can connect to SIP Gateway. Verify that the connection
isn't blocked by your firewall or proxy server, and that the required HTTPS
endpoints and TCP/UDP ports are open. For more information, see the list of items
that follows "Before you can configure SIP Gateway" in Configure SIP Gateway.

My device isn't listed in the Teams admin

center
1. Make sure that you're using a compatible SIP device.
2. Verify that you've successfully onboarded the device to SIP Gateway. For more
information, see Configure SIP Gateway.
3. Make sure that you've signed in to the device at least one time.

My device is listed in the Teams admin center,

but shows wrong state
The SIP device state isn't accurately reflected if the device user isn't signed in. Therefore,
check whether you're signed in to the device.

If you're signed in, refresh the Teams admin center to display the updated state.
If you're signed out, the device will appear as offline.

I can't sign in to my device remotely

1. Verify that you've enrolled the device correctly.
2. Try local sign-in.

My device signs itself out

1. Verify that SIP Gateway is enabled for the users in your organization.
2. Check whether your settings have been changed. For example, check whether your
phone number was removed.

My device displays the wrong time

1. Check the DHCP settings. For more information, see Using DHCP.
 2. Check the device's web application. For more information, see the device
manufacturer documentation.

My device shows the wrong language

1. Setting the SIP device's UI language is done on the SIP Gateway provisioning
server. Check the language code string in the provisioning server URL. For
example, http://emea.ipp.sdg.teams.microsoft.com/lang_de sets the language to
German.
2. Check the device's web application. For more information, see the device
manufacturer documentation.

I can't register my device to Teams

1. Check whether the device can connect to SIP Gateway. Verify that the connection
isn't blocked by your firewall or proxy server, and that the required HTTPS
endpoints and TCP/UDP ports are open. For more information, see the list of items
that follows "Before you can configure SIP Gateway" in Configure SIP Gateway.
2. Check whether other SIP devices experience the same issue. If they do, the service
might not be available.
3. Restart your device, and try again.

I can't make calls

1. Check whether your device is registered.
2. Restart your device, and try again.
3. Test whether you can make the same call (to the same remote address) in the
Teams app.

I can't receive calls

1. Check whether your device is registered.
2. Restart your device, and try again.
3. Test whether you can receive the same call (from the same remote address) in the
Teams app.

More information
Still need help? Go to Microsoft Community .
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Errors when trying to manage dial plans
Article • 10/30/2023 • Applies to: Microsoft Teams

Symptoms
Error message 1

When you try to access a dial plan in the Microsoft Teams admin center, you receive the
following error message:

We can’t get the effective dial plan so the dial plan can’t be tested.

Error message 2

When you try to test a dial plan, you receive the following error message:

Something went wrong while testing this phone number. If you continue to have
problems, contact Microsoft customer support.
Error message 3

When you run the Get-CsEffectiveTenantDialPlan cmdlet in Teams PowerShell to see the
details of a dial plan, you receive the following error message:

Management object not found for identity OrgID_of_unlicensed_user

Cause
These actions trigger a query to look up the value of the EffectiveTenantDialPlanName
property. This property is used to populate the information in the dial plan. If you’re an
administrator who does not have an applicable product license, this query can’t run.
Because the value is not returned, an error occurs.

Resolution
If you have to manage dial plans, your administrator account must be assigned a Teams
license.

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Diagnose issues with Direct Routing
Article • 10/30/2023 • Applies to: Microsoft Teams

To troubleshoot issues with Direct Routing, administrators can run a diagnostic tool in
the Microsoft 365 admin center to validate that a user is correctly configured for Direct
Routing in Microsoft Teams.

1. Select Run Tests below to populate the diagnostic in the Microsoft 365 admin
center.

Run Tests: Direct Routing

2. In the Run diagnostic pane, enter the email of the user you want to test in the
Username or Email field, and then select Run Tests.

3. The test result will indicate whether the user is configured correctly for Direct
Routing. If the user isn't configured correctly, the diagnostic will provide
information on next steps that you can use to address issues with tenant, user, or
policy configurations.

For more information about the most common errors and recommended actions for
further troubleshooting, see Microsoft and SIP response codes.

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Issues that affect call transfers
Article • 10/30/2023 • Applies to: Microsoft Teams

This article focuses on how to troubleshoot issues that are related to call transfers that
are initiated by Microsoft. This article does not apply to issues that are related to call
transfers that are initiated from Session Border Controller (SBC) or Public Switched
Telephone Network (PSTN) sources.

Call transfers that are initiated by Microsoft can occur in multiple scenarios, such as
user-initiated call transfers, transfers from an auto attendant, and transfers from a call
queue. Before you troubleshoot issues, review the following background information.

Background
A call transfer can be made by using any of the following methods, in order of
preference:

1. Using a Session Initiation Protocol (SIP) Refer message.

2. Using an SIP Invite message that has a Replaces header. This method is mostly
used for call queue responses.
3. Using an internal Microsoft Teams infrastructure. This method isn't visible to SBC.
The method is used only if the first two methods are not supported.

All transfers that use an SIP Refer message must go through the Microsoft Teams
infrastructure. When the Microsoft SIP proxy sends an SIP Refer message to SBC, an SIP
Invite message should be returned to the SIP proxy, not to PSTN or to any other
destination. It is true even if the call is transferred to an external PSTN number. SBC
doesn't have to parse the SIP Refer message to look for the transfer target. SBC should
send the SIP Invite message together with the Request-URI (RURI) setting only to
contents of the Refer-To header. It also should include the Referred-By header from the
SIP Refer message. Make sure that the strings of the SIP Invite message are not
changed, and that they are sent as the exact same strings that are provided in the SIP
Refer message (especially in the Referred-By header). This is because these strings are
used to identify calls, targets, and other important parts of a call transfer.

Note: The strings could be either x-* strings or custom strings in the Referred-By and
Refer-To headers.
Auto attendant does not transfer calls to an
external PSTN number
This issue might occur for the following reasons:

No licenses, or incorrect licenses, are assigned to the auto attendant. If you can
transfer a call to an internal user or a bot, but if you can't transfer a call to an
external PSTN number, this might indicate a licensing issue.
The SIP Invite message is sent to an incorrect device. For example, the message is
sent to a PSTN provider. By design, SIP Refer messages don't contain complete
information about the target. For example, a PSTN number is normalized to the
international format.

To resolve this issue, assign the correct license to the auto attendant to enable it to
make PSTN calls. If the issue persists, make sure that the SIP Invite message is sent to
the SIP proxy that can transfer calls appropriately. The SIP proxy sends the SIP Invite
message to the PSTN network according to settings (such as normalization rules, SBC
routing, caller ID).

SIP Refer message doesn't contain a phone

number or the phone number is incorrectly
formatted
This behavior is by design. To work around this behavior, make sure that the SIP proxy
sends the SIP Refer message to SBC. Then, configure SBC to copy the Referred-By and
Refer-To strings to the SIP Invite message that will be sent back to the SIP proxy.

No SIP Refer is coming from SIP proxy to SBC

To resolve this issue, follow these steps:

1. Make sure that the SIP Refer method is supported for call transfers by SBC in the
SIP Invite or "SIP 200 OK" response (depending on whether the call is initiated by
SBC or Microsoft). If the SIP Refer method isn't supported, then call transfers are
made by using SIP Invite that has a Replaces header (if this method is supported).
If the SIP Invite method doesn't work, the internal transfer that's hidden from SBC
is used.
2. Make sure that the firewall and SBC settings allow incoming connections from any
Microsoft signaling IP address, not only from specific addresses. SIP Refer can
 come from any of the IP addresses by using new TLS connection, even if the
previous part of the call came from another IP address.

If SBC receives SIP Refer messages after you follow these steps, make sure that the new
SIP Invite is delivered to the SIP proxy, even if the call is transferred to an external PSTN
number. If the call is transferred to an external PSTN number, the SIP proxy will forward
the call, and then send a new SIP Invite to SBC. In this case, make sure that the call
doesn't fail on SBC. If this call fails and generates an error, this error will be sent back to
SBC on the transferred call.

Calls drop before the transfer is completed

This issue might occur for these reasons:

The SIP proxy doesn't receive the "202 Accepted" response or "SIP Notify"
messages from SBC as a response to the SIP Refer message, and the process times
out.
The "SIP Bye" message arrives from SBC too early, and the call ends before the
message is fully transferred.

To resolve this issue, make sure that SBC sends the "SIP 202 Accepted" response and
"SIP Notify" messages to provide an update about the progress of the transferred call.
When the SIP proxy receives a "SIP Notify" message that includes the "200 OK"
response, it will safely end the original call by sending the "SIP Bye" response because it
knows that the call was replaced with a new call.

No ringing sound when transferring calls

To resolve this issue, follow these steps:

1. Make sure that the SIP Refer method is supported by SBC in the initial SIP Invite or
"SIP 200 OK" response (depending on whether the call is initiated by SBC or by
Microsoft). SIP Refer is required to successfully generate the ringing sound. It is
because, currently, no simulated ringing sound is generated when you transfer
calls internally.
2. If SBC receives the SIP Refer message, but PSTN users still don't hear a ring tone,
make sure that SBC connects to the newly initiated transfer call and plays a ring
tone that's based on the "SIP 180 Ringing" or "SIP 183 Session" response that's
sent from the SIP proxy.

Still need help? Go to Microsoft Community .

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Issues that affect inbound Direct
Routing calls
Article • 02/07/2025 • Applies to: Microsoft Teams

You might experience issues when you receive Public Switched Telephone Network
(PSTN) calls through Direct Routing. This article discusses some of these issues and
provides resolutions that you can try.

No ringback tone when Teams receives a call

from a PSTN endpoint
This issue occurs in the following scenario:

When a Microsoft Teams client receives a call, it first sends a SIP 180 Ringing message,
and then sends a SIP 183 Session Progress message together with a media offer (SDP).

According to RFC 3261 and RFC 3960 standards, when the endpoint that's used by the
caller receives a SIP 180 Ringing message, it must generate the ring tone locally. If the
caller's device receives a SIP 183 Session Progress message with SDP, it allows the
destination (the Teams client in this scenario) to play audio or a ring tone before the
session is accepted by the called user. Such audio is known as early media.

However, some caller devices and carriers stop generating the ring tone locally when
they receive a SIP 183 Session Progress message. This occurs even though the devices
and carriers should continue to generate the ring tone until the actual media packets
are received.

Resolution
To fix the issue, you must update the Session Border Controller (SBC) configuration to
handle multiple SIP 18x messages.

Most SBCs offer one of the following mitigation options:

Forward only the first SIP 18x message and ignore subsequent messages until the
call is answered or ended. This option is offered by AudioCodes SBCs, for example.
Remove the SDP information from the SIP 183 Session Progress message, and then
change the message to an SIP 180 Ringing message. This option is offered by
Metaswitch SBCs, for example.
For instructions to update the SIP manipulation rules in your SBC, refer to the
documentation that's specific to your SBC model, and contact your SBC vendor for other
recommended options.

Multiple notifications about missed calls

When Teams receives a call and rejects it because the user is busy or doesn't want to
accept the call at that time, the PSTN carrier or SBC might retry the call multiple times.
Teams interprets each of the retried calls as separate calls, and it displays multiple
missed call notifications.

This issue occurs because different communication standards, such as RFC 4497
standard and NICC standard ND1017:2006/07, map the same SIP response code to
different Q.850 cause codes.

For example, RFC 4497 maps SIP response code 486 to Q.850 cause code 34, and
ND1017:2006/07 (which Direct Routing uses) maps code 486 to Q.850 cause code 17.
Because of this difference, the PSTN providers that use the RFC 4497 standard interpret
the reason that Teams rejected the call incorrectly. Therefore, the PSTN providers retry
the call multiple times.

Resolution
To fix the issue, update the SIP manipulation rules in your SBC to either remove the
Q.850 cause code that’s mapped to SIP response code 486, or change the cause code
from 34 to 17. For instructions to update the SIP manipulation rules, refer to the
documentation that's specific to your SBC model.

If updating the rules doesn't fix the issue, it's likely that either the SBC, a network device
in the communication path, or your PSTN provider is retrying the call after it receives a
SIP 4xx response code. This behavior isn't recommended. In this situation, update the
configuration of the SBC and the network devices, or ask the PSTN provider to update
their configuration to make sure that they don't retry a call after they receive a SIP 4xx
response to end the call.

Incorrect caller ID (CLI) is displayed for inbound

calls
When Teams receives a call, it displays the caller's number that is specified in the From
header in the SIP INVITE message. However, some PSTN providers might use the P-
Asserted-Identity header instead of the From header to store the caller's number. In

this situation, the information displayed to the Teams user is incorrect.

Resolution
To fix this issue, check whether your PSTN provider uses the P-Asserted-Identity
header. If so, configure your SBC to rewrite the content of the From header with the
information from the P-Asserted-Identity header.

To rewrite the From header, refer to the documentation that's specific to your SBC
model for instructions.

７ Note

If the From header contains "Anonymous" as its information, Teams sometimes

converts it to a number and displays 266696687 instead.

Incoming calls are marked incorrectly as "Spam

Likely"
If spam filtering for calls is enabled, the caller IDs of all incoming calls are checked and
assigned a spam score. If the score for a caller ID is higher than a specific threshold,
Teams displays a notification that the call might be spam.

Resolution
To reduce the chance of a caller's phone number being marked as spam, make sure that
the number is provided in the E.164 format.

Incoming calls aren't blocked as expected

You configure Teams to block calls from caller IDs that satisfy predefined, specific
criteria. However, you continue to receive calls from such phone numbers.

This issue is usually caused by a mismatch between the caller ID format that's expected
by the expression that's used to screen incoming calls and the format of the caller ID in
the From header of the SIP message.
For example, the caller ID might be specified in an international format, including a
leading plus (+) sign and an international prefix. However, the expression checks for
only numbers that are specified in the national format. The situation might also be
reversed.

Resolution
To fix this issue, update the expression that's used to check incoming calls by adding the
plus (+) sign as an optional character. This revised expression covers multiple caller ID
formats and is especially useful if you use both Direct Routing and Calling Plans in which
numbers are presented in different formats.

Delay when answering PSTN calls in Teams

When Teams receives a call from a PSTN endpoint, you either experience a delay in
answering the call or you hear no audio for a few seconds after Teams answers the call.

These issues are usually caused by multiple SIP reinvites that are sent between the SBC
and the SIP Proxy before the call is connected successfully. This is particularly common
in scenarios that involve media bypass or Local Media Optimization that require several
reinvites by design. Additionally, in a situation such as when the SBC doesn't offer the
appropriate media IP in the original invite, the SBC must send a reinvite that has the
correct information. If the reinvite from the SBC is received by the SIP Proxy in the
wrong order or at the wrong time (thereby causing a race condition), the reinvite can
take longer to be negotiated. This situation can cause audio delays.

Resolution
To fix these issues, update your SBC configuration. Make sure that it offers the most
likely media IP by default to minimize the number of reinvites. For example, if most calls
are expected from internal users, configure the SBC to offer an internal IP first. For
detailed instructions about SBC configuration, refer to the documentation that's specific
to your SBC model.

Calls drop after a specific duration

In Teams, calls that are in progress and incoming calls that are still trying to connect can
drop for various reasons.
Based on the length of time after which a call drops, try the resolutions that work for
your scenario.

Calls drop after about four seconds

This issue is usually caused by poor connectivity or a communication issue that exists
between the SBC and the SIP proxy. For example:

The SBC might not receive the SIP 100 Trying message because the message is
blocked by a firewall or isn't sent because of network issues.
The SBC receives the SIP message but doesn't acknowledge it by sending a SIP
ACK message.

Resolution
To fix this issue, update your SBC and network configuration to allow traffic to and from
all IP address ranges that the Direct Routing feature uses for SIP signaling. Additionally,
make sure that the SBC sends messages according to the standard process that's used
to communicate SIP signals.

For detailed instructions about SBC configuration, refer to the documentation that's
specific to your SBC model.

Calls drop after about 10 to 20 seconds

If an incoming call drops between 10 and 20 seconds of trying to connect, and there's
no audio, the reason might be that either no media information was received in that
timeframe or the Interactive Connectivity Establishment (ICE) connectivity checks failed.
In this situation, Teams drops the call.

Resolution
To fix this issue, make sure that the correct ICE candidates are included in the SDP
message from the SBC. Also, update the network and firewall configurations as
appropriate to make sure that they can handle the requests and responses from ICE
candidates.

Calls drop after several minutes

An ongoing call drops without returning an error code after it connects and remains
active between 10 and 60 minutes. This scenario might occur if an issue affects the
session timer or session refresh mechanism that's specified in the SESSION-EXPIRES
header of the SIP INVITE message. The call is scheduled to end after the time that's
specified in the SESSION-EXPIRES header unless a reinvite is sent to refresh the session
before the time ends.

In the following example, the SESSION-EXPIRES header specifies that the call will end
after 1,800 seconds (30 minutes):

SESSION-EXPIRES : 1800;refresher=uac

７ Note

Reinvites are usually sent at the halfway point of the time that's specified by
the session timer.
If the value of the refresher parameter in the header is uac , the party that
sends the SIP INVITE message is responsible for sending the reinvite to
refresh the session.
If the value of the refresher parameter in the header is uas , the party that
receives the SIP INVITE message is responsible for sending the reinvite to
refresh the session.

Resolution

To fix this issue, update your SBC configuration to make sure that the correct party
sends a reinvite message at the appropriate time before the session timer expires.

Session timer issues might also occur in other parts of the call, such as a PSTN carrier in
the communication path. If the call fails at a PSTN carrier, it sends a SIP BYE message to
the SBC. This message is then sent to the SIP proxy, and the proxy ends the call. To fix
this issue, determine the source of the SIP BYE message, and then resolve the issue at
the source.

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Issues with Local Media Optimization
for Direct Routing
Article • 10/30/2023 • Applies to: Microsoft Teams

You might find that Local Media Optimization (LMO) for Direct Routing doesn't work as
expected. For instance, Microsoft Teams doesn't send the X-Ms-UserLocation and X-Ms-
MediaPath headers, or the X-Ms-UserLocation header contains the wrong location, or calls

fail.

This article provides some resolutions that you can try to fix these issues.

X-Ms-UserLocation and X-Ms-MediaPath

headers are not sent
The X-Ms-UserLocation and X-Ms-MediaPath headers are required for LMO. One of the
most common reasons that these headers are not sent is that the gateway is not
configured correctly for LMO.

To check the gateway configuration, run the following Get-CsOnlinePSTNGateway

cmdlet:

PowerShell

Get-CSOnlinePSTNGateway | Select Identity, Fqdn, Enabled, MediaBypass,

GatewaySiteId, ProxySbc, BypassMode

For LMO to be enabled, make sure that all the properties that are selected in this cmdlet
are set. This is especially important for BypassMode . Here's an example of the output
from this cmdlet:

Output

Identity : VNsbc.contoso.com
Fqdn : VNsbc.contoso.com
Enabled : True
MediaBypass : True
GatewaySiteId : Vietnam
ProxySbc : proxysbc.contoso.com
BypassMode : Always

Identity : proxysbc.contoso.com
Fqdn : proxysbc.contoso.com
 Enabled : True
MediaBypass : True
GatewaySiteId : Singapore
ProxySbc :
BypassMode : Always

Note: The values that are displayed here might be different from what you see.

Wrong location sent in X-Ms-UserLocation

header
If the network location information in the X-Ms-UserLocation header is specified
as external, but you expect to see a value of internal, this means that the public IP
address of the Teams client doesn't match any entry in the list of trusted IP addresses.

To fix this issue, identify the client's public IP address that's used by Teams, and then add
it to the list.

1. Open Microsoft Teams log files.

2. Locate the public IP address listed for the client in the MSTeams Diagnostics Log
[Date]__[Time]_calling.txt file. Here's an example of this file:

3. Run the Get-CsTenantTrustedIPAddress cmdlet to get the list of trusted IP

addresses:

PowerShell

Get-CsTenantTrustedIPAddress

The output that you see should resemble the following:

 Output

Identity : 192.168.0.0
RemoteMachine : WU22A00TAD02.lync2A001.local
MaskBits : 24
Description : Private IP subnet
IPAddress : 192.168.0.0
Element : <TrustedIPAddress IPAddress="192.168.0.0" MaskBits="24"
Description="Private IP subnet"
xmlns="urn:schema:Microsoft.Rtc.Management.Settings.TenantNetworkConfig
uration.2017" />

Notice that the client's IP address identified in step 2 is missing from this list.

4. Run the New-CsTenantTrustedIPAddress cmdlet to add the missing IP address to

the list:

PowerShell

New-CsTenantTrustedIPAddress -IPAddress 123.456.123.0 -MaskBits 29 -

Description "Seattle site trusted IP"

The output of the cmdlet should resemble the following example:

You can see that the client's IP address has now been added to the list of trusted IP
addresses.

5. Restart the Teams client so that the newly added IP address can be recognized
immediately. Otherwise, the list can take up to 30 minutes to be updated.

After the restart, Teams will find a match for the client's IP address in the list of
trusted IP addresses, as shown in the following example:
Incoming calls fail or go to voicemail if both
LMO and LBR are enabled
One of the most likely reasons that this issue occurs is that either the headers or the
routing information is not configured correctly on the Session Border Controller (SBC)
from which the call is received.

Check that the Session Initiation Protocol (SIP) message headers sent from the SBC
contain the following information, and update them if they are incorrect:

The SIP URI contains the Fully Qualified Domain Name (FQDN) of the regional SBC.
The Contact header contains the FQDN of the regional SBC.
The Record-Route contains the FQDN of the proxy SBC.

If a proxy SBC is not defined for the regional SBC, then only the Record-Route is
checked. If the Record-Route is missing, then the Contact header is checked.

If the headers are configured correctly, the issue might be caused by a misconfigured
routing on the SBC.

Make sure that the SBC has Location-Based Routing (LBR) enabled. The
GatewaySiteLbrEnabled parameter must be set to True.

Also, the SBC must be assigned to the same site as the client that's initiating the call.

Note: The proxy SBC doesn't have to be enabled for LBR.

To determine whether the SBC assignment is correct, identify the user site that's
registered in the Teams client logs, and compare it with the assignment information for
the SBC:

1. Open Microsoft Teams log files.

2. Identify the user site information that's listed in the MSTeams Diagnostics Log
[Date]__[Time]_calling.txt file. Here's an example of this file:
 3. Run the Get-CsOnlinePSTNGateway cmdlet to check the configuration of the SBC.
The output that you see should resemble the following example:

4. In the output from step 2, the value of the networksiteId parameter that's listed in
the user site information is "Vietnam." However, in the output from step 3, the
value of the equivalent GatewaySiteId parameter that's listed in the SBC's
configuration is "India." This is a mismatch. To update the SBC's configuration, run
the Set-CsOnlinePSTNGateway cmdlet, as follows:

PowerShell

Set-CSOnlinePSTNGateway -Identity "VNsbc.contoso.com" -GatewaySiteID

"Vietnam"

Next, run the Get-CsOnlinePSTNGateway cmdlet to verify the SBC's updated

configuration. The output should now show the correct value for the
GatewaySiteId parameter.

Still need help? Go to Microsoft Community .

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Issues that affect outbound direct
routing calls
Article • 10/30/2023 • Applies to: Microsoft Teams

You might experience various issues when you use Direct Routing to make outbound
calls from a Microsoft Teams client to a Session Border Controller (SBC). These issues
include the following:

An incorrect caller ID is displayed to the call recipient.

A connection to the SBC is not established.
Some users in a tenant are unable to make calls.
No users in a tenant are able to make calls.

This article discusses potential causes of these issues, and provides resolutions that you
can try.

Incorrect caller ID displayed to the recipient

When you use Direct Routing, the caller ID information that is delivered to the call
recipient is listed in the From and P-Asserted-Identity headers in the Session Initiation
Protocol (SIP) options message.

The From header contains any of the following items:

The phone number that's assigned to the caller who is initiating the call. If the
caller's phone number has to be hidden from the call recipient, it's replaced with
"anonymous".
A service number that is assigned to the caller by using the CsCallingLineIdentity
cmdlet.
The phone number of the original caller if the call was forwarded.

The P-Asserted-Identity header contains the phone number of the user who is billed
for the call. If Privacy:id is set, this indicates that the information in the header has to
be hidden from the call recipient.

Cause
If the information in the From and P-Asserted-Identity headers doesn't match, and if
the Public Switched Telephone Network (PSTN) prioritizes the P-Asserted-Identity
header information over the From header information, then incorrect information is
displayed.

Resolution
To make sure that the correct caller ID is displayed to the call recipient, configure the
SBC to either remove the P-Asserted-Identity header from the SIP options message or
modify its contents.

Connection to the SBC not established

Sometimes, calls reach the SBC but no connection is established. In this situation, when
the SBC receives a SIP options message from Teams, it returns a failure message that
includes error codes in the range of 400 to 699.

Any of the following causes might prevent a connection to the SBC.

Cause 1
The SIP failure message is generated by another telephony device that is on the same
network as the SBC.

Resolution 1
Troubleshoot the other device to fix the error. If you need assistance, contact the device
vendor.

Cause 2
Your PSTN provider is experiencing some issue and is sending the SIP failure message.
This is most likely the case if the failure error code is SIP 403 or SIP 404.

Resolution 2
Contact your PSTN provider for support to fix the issue.

Cause 3
The issue is not caused by another device on the network or by your PSTN provider.
However, the cause is otherwise unknown.
Resolution 3
Contact the SBC vendor for support to fix the issue.

Some users are unable to make calls

If the connection between the Teams client and the SBC is working correctly, but some
users cannot make calls, the issue might be caused by incorrect settings or incorrect
provisioning of those users.

Cause 1
Users are missing the dial pad on the Calls tab in Teams.

Resolution 1
Make sure that the user has the correct license (E3 with Phone System or E5) and all
required settings. To check the settings, run the Get-CsOnlineUser cmdlet in Teams
PowerShell, as follows:

PowerShell

Get-CsOnlineUser -Identity <UserIdParameter> | fl

Identity,EnterpriseVoiceEnabled,HostedVoiceMail,OnPremLineURI

All the required values must be specified as described in Enable users for Direct Routing,
voice, and voicemail.

Cause 2
None of the patterns in the Online Voice Routing policy (OVRP) match the number that
was dialed by the user.

Resolution 2
Make sure that the following conditions are true:

There is a pattern in the OVRP that matches the dialed number.

The usage profile for the call matches the one that's set up for the specific user.
The gateway that's specified for the SBC is enabled. If it's disabled, either enable it
or select a different gateway that is enabled.
Cause 3
The user's OVRP contains invalid characters.

Resolution 3
Invalid, invisible characters can be inserted in the OVRP when you paste information into
it from Microsoft Word or other WYSIWYG editors. Although the characters are not
displayed, they are considered when deciding the route that the call should take.

To fix the issue, remove the policy, and then recreate it by either rewriting it manually or
copying it from a non-WYSIWYG editor, such as Notepad.

No users are able to make calls

If none of the users are able to make calls, the calls are probably not reaching the SBC.
Check for one of the following causes.

Cause 1
Teams has a disabled gateway.

Resolution 1
Use the Microsoft Teams admin center to make sure that the gateway that's used by
Teams is available and enabled.

You can also use Teams PowerShell to check and update the gateway, as necessary.

To check the status of the gateway, run the Get-CsOnlinePSTNGateway cmdlet. The
output must show that the value of the Enabled parameter is set to True . In the
following example, the Enabled parameter is set to True for the sbc1.contoso.com
gateway but not for the sbc2.contoso.com gateway.

PowerShell

Get-CsOnlinePSTNGateway | fl
Identity,Fqdn,SipSignalingPort,MaxConcurrentSessions,Enabled
To make sure that the sbc2.contoso.com gateway is available to Teams, run the Set-
CsOnlinePSTNGateway cmdlet to set the Enabled parameter to True .

PowerShell

Set-CsOnlinePSTNGateway -Identity "sbc2.contoso.com" -Enabled $true

To check whether the sbc2.contoso.com gateway is now available, run the Get-
CsOnlinePSTNGateway cmdlet again:

PowerShell

Get-CsOnlinePSTNGateway -Identity "sbc2.contoso.com" | fl

Identity,Fqdn,SipSignalingPort,MaxConcurrentSessions,Enabled

For more information, see Connect your SBC to Direct Routing.

Cause 2
The gateway is not responding to SIP options messages because some device on the
network, such as a firewall, is blocking the messages.

Resolution 2
Make sure that the SIP Signaling IPs and FQDNs are allowed on all network devices that
connect the SBC to the internet. The IP addresses that must be allowed are listed at SIP
Signaling: FQDNs.
More information
Still need help? Go to Microsoft Community .

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SBC connectivity issues
Article • 10/30/2023 • Applies to: Microsoft Teams

When you set up Direct Routing, you might experience the following Session Border
Controller (SBC) connectivity issues:

Session Initiation Protocol (SIP) options are not received.

Transport Layer Security (TLS) connections problems occur.
The SBC doesn't respond.
The SBC is marked as inactive in the Microsoft Teams admin center.

Such issues are most likely caused by either or both of the following conditions:

A TLS certificate experiences problems.

An SBC is not configured correctly for Direct Routing.

This article lists some common issues that are related to SIP options and TLS certificates,
and provides resolutions that you can try.

Overview of the SIP options process

The SBC sends a TLS connection request that includes a TLS certificate to the SIP
proxy server Fully Qualified Domain Name (FQDN) (for example,
sip.pstnhub.microsoft.com).

The SIP proxy checks the connection request.

If the request is not valid, the TLS connection is closed and the SIP proxy does
not receive SIP options from the SBC.
If the request is valid, the TLS connection is established, and the SBC uses it to
send SIP options to the SIP proxy.

After it receives SIP options, the SIP proxy checks the Record-Route to determine
whether the SBC FQDN belongs to a known tenant. If the FQDN information is not
detected there, the SIP proxy checks the Contact header.

If the SBC FQDN is detected and recognized, the SIP proxy sends a 200 OK
message by using the same TLS connection.

The SIP proxy sends SIP options to the SBC FQDN that is listed in the Contact
header of the SIP options received from the SBC.

After receiving SIP options from the SIP proxy, the SBC responds by sending a 200
OK message. This step confirms that the SBC is healthy.
 As the final step, the SBC is marked as Active in the Microsoft Teams admin center.

７ Note

In a hosted model, SIP options should be sent from only the hosted SBC. The status
of SBCs that are in a derived trunk model are based on the main SBC.

SIP options issues

After the TLS connection is successfully established, and the SBC is able to send and
receive messages to and from the Teams SIP proxy, there might still be problems that
affect the format or content of SIP options.

SBC doesn't receive a "200 OK" response from SIP proxy

This situation might occur if you’re using an older version of TLS. To enforce stricter
security, enable TLS 1.2.

Make sure that your SBC certificate is not self-signed and that you got it from a trusted
Certificate Authority (CA).

If you’re using the minimum required version of TLS or higher, and your SBC certificate
is valid, then the issue might occur because the FQDN is misconfigured in your SIP
profile and not recognized as belonging to any tenant. Check for the following
conditions, and fix any errors that you find:

The FQDN provided by the SBC in the Record-Route or Contact header is different
from what is configured in Teams.
The Contact header contains an IP address instead of the FQDN.
The domain isn’t fully validated. If you add an FQDN that wasn’t validated
previously, you must validate it now.
After you register an SBC domain name, you must activate it by adding at least one
E3- or E5-licensed user.

SBC receives "200 OK" response but not SIP options

The SBC receives the 200 OK response from the SIP proxy but not the SIP options that
were sent from the SIP proxy. If this error occurs, make sure that the FQDN that's listed
in the Record-Route or Contact header is correct and resolves to the correct IP address.

Another possible cause for this issue might be firewall rules that are preventing
incoming traffic. Make sure that firewall rules are configured to allow incoming
connections from all SIP proxy signalling IP addresses.
SBC status is intermittently inactive

This issue might occur in the following situations:

The SBC is configured to send SIP options not to FQDNs but to the specific IP
addresses that they resolve to. During maintenance or outages, these IP addresses
might change to a different datacenter. Therefore, the SBC will be sending SIP
options to an inactive or unresponsive datacenter. Do the following:

Make sure that the SBC is discoverable and configured to send SIP options to
only FQDNs.

Make sure that all devices in the route, such as SBCs and firewalls, are
configured to allow communication to and from all Microsoft-signaling FQDNs.

To provide a failover option when the connection from an SBC is made to a

datacenter that's experiencing an issue, the SBC must be configured to use all
three SIP proxy FQDNs:
sip.pstnhub.microsoft.com
sip2.pstnhub.microsoft.com
sip3.pstnhub.microsoft.com

７ Note

Devices that support DNS names can use sip-all.pstnhub.microsoft.com to

resolve to all possible IP addresses.

For more information, see SIP Signaling: FQDNS.

The installed root or intermediate certificate isn't part of the SBC certificate chain
issuer. When the SBC starts the three-way handshake during the authentication
process, the Teams service won't be able to validate the certificate chain on the
SBC and will reset the connection. The SBC may be able to authenticate again as
soon as the public Root certificate is loaded again on the service cache or the
certificate chain is fixed on the SBC. Make sure that the intermediate and root
certificate installed on the SBC are correct.

For more information about certificates, see Public trusted certificate for the SBC.

FQDN doesn’t match the contents of CN or SAN in the provided certificate

This issue occurs if a wildcard doesn't match a lower-level subdomain. For example, the
wildcard \*\.contoso.com would match sbc1.contoso.com, but not
customer10.sbc1.contoso.com. You can't have multiple levels of subdomains under a
wildcard. If the FQDN doesn’t match the Common Name (CN) or Subject Alternate
Name (SAN) in the provided certificate, then request a new certificate that matches your
domain names.

For more information about certificates, see the Public trusted certificate for the SBC
section of Plan Direct Routing.
Domain activation is not registered in the Microsoft 365 environment

To fully activate a domain for a tenant and distribute it over the Microsoft 365
environment, you must assign at least one licensed user to the subdomain that's used
by the SBC. When all the requirements are met, it may take up to 24 hours for the
domain to be activated.

For a list of the licenses that are required for Direct Routing, see the "Licensing and
other requirements" section of Plan Direct Routing.

For more information about this process, see the Connect the SBC to the tenant section
of Connect your Session Border Controller (SBC) to Direct Routing.

TLS connection issues

If the TLS connection is closed right away and SIP options are not received from the SBC,
or if 200 OK is not received from the SBC, then the problem might be with the TLS
version. The TLS version configured on the SBC should be 1.2 or higher.

SBC certificate is self-signed or not from a trusted CA

If the SBC certificate is self-signed, it is not valid. Make sure that the SBC certificate is
obtained from a trusted Certificate Authority (CA). The certificate must contain at least
one FQDN that belongs to a Microsoft 365 tenant.

For a list of supported CAs, see the Public trusted certificate for the SBC section of Plan
Direct Routing.
SBC doesn't trust SIP proxy certificate

If the SBC doesn't trust the SIP proxy certificate, download and install the Baltimore
CyberTrust root certificate on the SBC. To download the certificate, see Microsoft 365
encryption chains.

For a list of supported CAs, see the Public trusted certificate for the SBC section of Plan
Direct Routing.
SBC certificate is invalid
If the Health Dashboard for Direct Routing in the Microsoft Teams admin center
indicates that the SBC certificate is expired or revoked, request or renew the certificate
from a trusted Certificate Authority (CA). Then, install it on the SBC. For a list of
supported CAs, see the Public trusted certificate for the SBC section of Plan Direct
Routing.

When you renew the SBC certificate, you must remove the TLS connections that were
established from the SBC to Microsoft with the old certificate and re-establish them with
the new certificate. Doing so will ensure that certificate expiration warnings aren't
triggered in the Microsoft Teams admin center. To remove the old TLS connections,
restart the SBC during a time frame that has low traffic such as a maintenance window. If
you can't restart the SBC, contact the vendor for instructions to force the closure of all
old TLS connections.
SBC certificate or intermediary certificates are missing in the SBC TLS "Hello"
message

Check that a valid SBC certificate and all required intermediate certificates are installed
correctly, and that the TLS connection settings on the SBC are correct.

Sometimes, even if everything looks correct, a closer examination of the packet capture
might reveal that the TLS certificate is not provided to the Teams infrastructure.
SBC connection is interrupted

The TLS connection is interrupted or not set up even though the certificates and SBC
settings experience no issues.

The TLS connection may have been closed by one of the intermediary devices (such as a
firewall or a router) on the path between the SBC and the Microsoft network. Check for
any connection issues within your managed network, and fix them.

More information
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Microsoft and SIP response codes
Article • 11/22/2024 • Applies to: Microsoft Teams

When you troubleshoot Direct Routing issues, the specific cause of a call failure can be
identified through a combination of the following response codes:

SIP response code (CallEndReason): A three-digit response code that shows the
request status. This code is received from the Session Border Controller (SBC) or
Direct Routing SIP interface. It explains what occurred. For example, the SBC didn't
reply in a timely manner. The SIP response codes are defined in RFC 3261 .
Microsoft response code (CallEndSubReason): A response code that's assigned by
Microsoft. This code is usually six digits long, but it might be reported as 0 digits or
more than six digits, depending on the problem. It explains why the problem
occurred. For example, the certificate on the SBC expired.

These response codes are reported in the Microsoft Teams admin center and the Power
BI Quality of Experience Report (QER) for PSTN.

Direct Routing error codes

A key factor in troubleshooting Direct Routing issues is determining whether the final
response code is generated by Microsoft or by the SBC. An easy way to determine this is
to look at the Microsoft response code.

If the Microsoft response code starts with 560, it indicates that the final SIP
response code is generated by the SBC. For example, if the Microsoft response
code is 560403, it means that the final response code is generated by the SBC, and
the last three digits indicate SIP response code 403. In this case, start
troubleshooting by using the SBC logs. Also, see the additional information in the
following content. We recommend that you seek assistance from your SBC vendor.
For all other Microsoft response codes that do not start with 560, the final SIP
response code is generated by a Microsoft service.

For more information about the most common errors and suggested actions to further
troubleshoot and mitigate the issue, select a SIP response code from the following list:

400 Bad Request

402 Payment Required
403 Forbidden
404 Not Found
408 Request Timeout
 410 Gone
412 Conditional Request Failed
420 Bad Extension
480 Temporarily Unavailable
484 Address Incomplete
486 Busy Here
488 Not Acceptable Here
500 Server Internal Error
503 Service Unavailable
504 Server Time-out

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SIP response code 400
Article • 11/22/2024 • Applies to: Microsoft Teams

This article provides troubleshooting information for the combination of the SIP 400
error and Microsoft response code 540400.

540400 400 Bad Request

Microsoft response code: 540400
SIP response code: 400
Suggested actions:
Check the SBC configuration to determine why it sends an invalid or
unsupported SIP message format to Microsoft and fix any misconfiguration.

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SIP response code 402
Article • 11/22/2024 • Applies to: Microsoft Teams

This article provides troubleshooting information for the combination of the SIP 402
error and Microsoft response code 560402.

560402 402 Payment required

Microsoft response code: 560402
SIP response code: 402
Suggested actions:

Review the tenant's call records that include CallEndSubReason = 560402. Look
for trends in the called numbers, or a distribution of the failures by destination
country or region. Patterns can be identified that would suggest a problem in a
downstream PSTN carrier.

Note: This error might be represented by a slightly different phrase that's

associated with the response code.

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SIP response code 403
Article • 11/22/2024 • Applies to: Microsoft Teams

This article provides troubleshooting information for various combinations of the SIP
403 error and Microsoft response codes.

10199 403 Call rejected as private calling is

disabled for the callee
Microsoft response code: 10199
SIP response code: 403
Suggested actions:
In the calling policy that's assigned to the affected user, turn on the Make
private calls setting.

10500 403 Current call site state prevents fork

to this entity
Microsoft response code: 10500
SIP response code: 403
Suggested actions:
Verify that Location-Based Routing is set up correctly, and fix any
misconfigurations.

10553 403 Participant call leg has been

canceled because an invite to a required
recorder failed
Microsoft response code: 10553
SIP response code: 403
Suggested actions:
Verify that compliance recording is set up correctly, including provisioning of
the recorder bot.
Work with the compliance recording partner who provides the recorder service
to check why the bot can't be invited.
510532 403 Get Inbound Direct Routing -
RuntimeApi trunk config not found for
customer
Microsoft response code: 510532
SIP response code: 403
Suggested actions:
Verify the trunk (gateway) configuration for the specific tenant, and make sure
that it's set up correctly. For more information about call routing configuration,
see Configure call routing for Direct Routing.

510532 403 No trunk config was found

Microsoft response code: 510532
SIP response code: 403
Suggested actions:
Verify that the calls are sent from the correct Session Border Controller (SBC)
Fully Qualified Domain Name (FQDN) that's associated with your tenant. Also,
verify that the FQDN in the Contact header of the SIP INVITE message is
registered under your tenant.

510534 403 Get Inbound Direct Routing -

blocked calling number for customer
Microsoft response code: 510534
SIP response code: 403
Suggested actions:
Check the inbound call blocking settings for blocked caller numbers.

510546 403 Get Outbound Direct Routing - no

trunk config found by LBR selection criteria
Microsoft response code: 510546
SIP response code: 403
Suggested actions:

If you use Location-Based Routing for Direct Routing, check the settings to
determine whether toll bypass is restricted for the affected user's location. If it
 is, this error is expected and no action is required. Otherwise, fix any
misconfiguration.

If you don't use Direct Routing, check whether the PreventTollBypass setting in
your Teams calling policy is set to True. To check the setting, run the following
PowerShell command and look for the PreventTollBypass setting in the result:

PowerShell

Get-CsTeamsCallingPolicy -Identity <PolicyName>

If its value is True, run the Set-CsTeamsCallingPolicy PowerShell command to set

it to False:

PowerShell

Set-CsTeamsCallingPolicy -Identity <PolicyName> -PreventTollBypass

$false

510560 403 User is not Enterprise Voice

enabled
Microsoft response code: 510560
SIP response code: 403
Suggested actions:
Verify that the affected user is assigned a Phone System license, and enable
Enterprise Voice for the user.

510560 403 User is not Enterprise Voice

enabled. User is not allowed to make user
based dial out
Microsoft response code: 510560
SIP response code: 403
Suggested actions:
Verify that the affected user is assigned a Phone System license, and enable
Enterprise Voice for the user.
510562 403 User is not allowed to make
outbound PSTN Calls
Microsoft response code: 510562
SIP response code: 403
Suggested actions:
Verify that the affected user is assigned a Phone System license and is correctly
enabled for Direct Routing. For more information about issues with outbound
calls, see Issues that affect outbound Direct Routing calls.

510563 403 User is only allowed to make

domestic calls. This is an international call
Microsoft response code: 510563
SIP response code: 403
Suggested actions:
Check whether the user is limited to making only domestic calls.

560403 403 Forbidden; Call rejected

Microsoft response code: 560403
SIP response code: 403
Suggested actions:
Check the logs on the SBC to investigate why the call was rejected.

510559 403 Get Outbound routing - No viable

path (Forbidden)
Microsoft response code: 510559
SIP response code: 403
Suggested actions:
Make sure that the dialed number in Teams matches a corresponding number
pattern in a voice route for the given user. In some cases, this error occurs
because an incorrect number is dialed, or the customer's own internal policy
prevents calls to specific country/region, or number patterns.

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SIP response code 404
Article • 10/30/2023 • Applies to: Microsoft Teams

This article provides troubleshooting information for various combinations of the SIP
404 error and Microsoft response codes.

10202 404 Replacement call was not found

Microsoft response code: 10202
SIP response code: 404
Suggested actions:
In call merge and consultative transfer scenarios, the Session Border Controller
(SBC) might retry the call if the first call attempt fails. Check whether your SBC is
configured to try a replacement call after an initial failure.

511404 404 Getting user info by number from

RuntimeAPI failed
Microsoft response code: 511404
SIP response code: 404
Suggested actions:
This error code indicates that the user can't be found during the reverse number
lookup. To fix the error, make sure that the callee number format of your SBC or
PSTN trunk provider matches the format that's assigned to the user or resource
account. Usually, Microsoft expects calls to be in the E.164 normalized format,
including country/region code, network destination code, and subscriber
number. For more information about the format and example, see Direct
Routing - SIP protocol.

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SIP response code 408
Article • 10/30/2023 • Applies to: Microsoft Teams

This article provides troubleshooting information for various combinations of the SIP
408 error and Microsoft response codes.

1106 408 An acknowledgement was not

received for the call acceptance in the allotted
time
Microsoft response code: 1106
SIP response code: 408
Suggested actions:
This error indicates that the callee answered the call, but the Session Border
Controller (SBC) didn't acknowledge the SIP 200 OK (answer message) from
Microsoft. Work with your SBC vendor to verify that the SIP stack and the
underlying TCP/TLS connections are correctly established with Microsoft
connection points.

500001 408 Gateway (SBC) failover timer

expired
Microsoft response code: 500001

SIP response code: 408

Suggested actions:
Investigate why the SBC didn't send a response to the invitation within the
configured time-out value, as defined by FailoverTimeSeconds. The default
value is 10 seconds.

This error usually occurs in regions that have long PSTN setup times. Consider
changing the failover timer to 20 seconds in these regions or on all Direct Routing
trunks.

560408 408 SBC indicated that the user did not

respond (request timeout)
 Microsoft response code: 560408
SIP response code: 408
Suggested actions:
Review the tenant's call records that include CallEndSubReason = 560408. Look
for trends in the called numbers, or a distribution of the failures by destination
country/region. Patterns can be identified that would suggest a problem that
affects a downstream component.

0 408 Establishment timeout

Microsoft response code: 0
SIP response code: 408
Suggested actions:
This code indicates a client error. Check the network connection between the
client and the Teams service.

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SIP response code 410
Article • 10/30/2023 • Applies to: Microsoft Teams

This article provides troubleshooting information for various combinations of the SIP
410 error and Microsoft response codes.

531000 410 SdpParsingFailure

Microsoft response code: 531000
SIP response code: 410
Suggested actions:
This error indicates that the Session Description Protocol (SDP) offers and
answers might be malformed or unsupported. Work with your SBC vendor to
verify that SDP offers and answers that are sent from the SBC comply with RFC
standards.

531004 410 IceConnectivityChecksFailed

Microsoft response code: 531004
SIP response code: 410
Suggested actions:
This error indicates that the media path can't be established. It's usually caused
by incorrect network configurations. Verify your network configuration to make
sure that required IP addresses and ports aren't blocked.

531005 410 MediaConnectivityFailure

Microsoft response code: 531005
SIP response code: 410
Suggested actions:
This error indicates that the media path is broken. The error is usually caused by
incorrect network configurations. Verify your network configuration.

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SIP response code 412
Article • 11/22/2024 • Applies to: Microsoft Teams

This article provides troubleshooting information for the combination of the SIP 412
error and Microsoft response code 510412.

510412 412 Get Flighting - wrong callee MRI

Microsoft response code: 510412
SIP response code: 412
Suggested actions:
To fix the number parsing error, correct the malformed callee number in the
inbound call. This will enable creating a correct Messaging Resource Identifier
(MRI) that's required for further processing of the call.

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SIP response code 420
Article • 11/22/2024 • Applies to: Microsoft Teams

This article provides troubleshooting information for the combination of the SIP 420
error and Microsoft response code 560420.

560420 420 Bad Extension

Microsoft response code: 560420
SIP response code: 420
Suggested actions:
Check the SBC configuration to make sure that it's configured to support the
required headers, such as the Replaces header. If necessary, work with your SBC
vendor to verify that the SBC is configured correctly to support the required SIP
protocol extension.

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SIP response code 480
Article • 12/05/2024 • Applies to: Microsoft Teams

This article provides troubleshooting information for various combinations of the SIP
"480" error and Microsoft response codes.

10037 480 No callee endpoints were found

Microsoft response code: 10037
SIP response code: 480
Suggested actions:
Ask the callee to make sure that they are signed in to the Teams client. If the
callee is currently signed in to the Teams client, ask the callee to sign out and
sign in again. If the issue persists, contact Microsoft Support .

10140 480 Call to bot is rejected due to null

user settings or user app settings
Microsoft response code: 10140
SIP response code: 480
Suggested actions:
Contact Microsoft Support .

10191 480 Routing to voicemail is disabled in

policy
Microsoft response code: 10191
SIP response code: 480
Suggested actions:

Run the Teams Voicemail connectivity test.

Both administrators and non-administrators can run the Teams Voicemail

connectivity test in the Microsoft Remote Connectivity Analyzer tool. This tool
is used to troubleshoot connectivity issues that affect Teams. The connectivity
test determines whether a user account meets the requirements to access
voicemail, and whether the Teams client can retrieve and display voicemail
messages.
 ７ Note

The Microsoft Remote Connectivity Analyzer tool isn't available for the GCC
and GCC High Microsoft 365 Government environments.

To run the connectivity test, follow these steps:

1. Open a web browser and navigate to the Teams Voicemail connectivity

test .
2. Sign in by using the credentials of the affected user account.
3. Enter the verification code that's displayed, and then select Verify.
4. Select the checkbox to accept the terms of agreement, and then select
Perform Test.

After the test is finished, the screen displays details about the checks that were
performed and whether the test succeeded, failed, or was successful but
displayed a few warnings. Select the provided links for more information about
the warnings and failures and how to resolve them.

If you're using the GCC or GCC High environment, see Control routing of calls to
Cloud Voicemail.

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SIP response code 484
Article • 11/22/2024 • Applies to: Microsoft Teams

This article provides troubleshooting information for the combination of the SIP 484
error and Microsoft response code 560484.

560484 484 Invalid number format. SBC

rejected the call
Microsoft response code: 560484
SIP response code: 484
Suggested actions:

Review the tenant's call records that contain CallEndSubReason = 560484. Look
for trends in the called numbers, including the called numbers distribution by
country/region. You can identify patterns that suggest that you should either
establish additional normalization rules for extension-based dialing or follow up
about user education.

In some cases, these failures can be ignored because the user is dialing an
invalid number. In other cases, the SBC could cause these failures because of a
missing configuration in a call transfer scenario (CallType =
ByotOutUserForwarding).

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SIP response code 486
Article • 11/22/2024 • Applies to: Microsoft Teams

This article provides troubleshooting information for the combination of the SIP 486
error and Microsoft response code 10321.

10321 486 Bot rejects the incoming call because

it is busy
Microsoft response code: 10321
SIP response code: 486
Suggested actions:
The effect of this error depends on the specific bot and the expectations for the
given scenario. If this error is unexpected, take the following action, as appropriate:
If the bot is provided by Microsoft, such as the built-in call recording, contact
Microsoft Support .
If the bot is your own bot or from a third-party provider, work with the bot
provider to verify that the bot is set up correctly.

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SIP response code 488
Article • 11/22/2024 • Applies to: Microsoft Teams

This article provides troubleshooting information for various combinations of the SIP
488 error and Microsoft response codes.

531000 488 InternalDiagCode:

CannotSupportAnyMedia, InternalErrorPhrase:
Invalid SDP offer: no media acceptable
Microsoft response code: 531000
SIP response code: 488
Suggested actions:
Check the SBC configuration to determine why it offers unsupported media
formats. For more information about supported codecs, see Leg between SBC
and Cloud Media Processor or Microsoft Teams client.

531000 488 InternalDiagCode:

SrtpEncryptionRequired, InternalErrorPhrase:
Remote participant did not offer required SRTP
support
Microsoft response code: 531000
SIP response code: 488
Suggested actions:
Enable Secure Real-time Transport Protocol (SRTP) on the SBC.

531027 488 There are no ICE candidates in the

SDP. Non-ice endpoints cannot use bypass
Microsoft response code: 531027
SIP response code: 488
Suggested actions:
Media bypass doesn't work if the SBC doesn't provide any ICE candidates in its
SDP offer. Make sure that you enable ICE Lite on the SBC. For more information
 about media bypass, see About Media Bypass with Direct Routing and Direct
Routing - media protocols.

531052 488 Cannot negotiate a new modality

with blackhole media
Microsoft response code: 531052
SIP response code: 488
Suggested actions:
Check the SBC configuration to determine why it sends an SIP message with
SDP that has a connection address of 0.0.0.0. Microsoft SIP stack doesn't
support this scenario. For more information, see Deviations from the RFCs.

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SIP response code 500
Article • 10/30/2023 • Applies to: Microsoft Teams

This article provides troubleshooting information for various combinations of the SIP
500 error and Microsoft response codes.

510482 500 Loop detected

Microsoft response code: 510482
SIP response code: 500
Suggested actions:
Make sure that there's no infinite call forwarding.

510544 500 Get Outbound Direct routing - no

trunk config found
Microsoft response code: 510544
SIP response code: 500
Suggested actions:
Verify the trunk (gateway) configuration for the specific tenant, and make sure
that it's set up correctly. For more information about call routing configuration,
see Configure call routing for Direct Routing.

510544 500 Get Outbound routing - failed

getting direct routing gateways for emergency
user
Microsoft response code: 510544
SIP response code: 500
Suggested actions:
Review the emergency call routing policies and fix any misconfiguration.

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SIP response code 503
Article • 11/22/2024 • Applies to: Microsoft Teams

This article provides troubleshooting information for various combinations of the SIP
503 error and Microsoft response codes.

10320 503 Bot is unreachable or unable to

answer before timeout
Microsoft response code: 10320
SIP response code: 503
Suggested actions:
If the bot is provided by Microsoft, such as the built-in call recording, contact
Microsoft Support .
If the bot is your own bot or from a third-party provider, work with the bot
provider to verify that the bot is set up correctly.

540998 503 Service Unavailable - Service state:

Inactive/DrainingTransactions
Microsoft response code: 540998
SIP response code: 503
Suggested actions:

This error is expected when Microsoft SIP endpoints are temporarily unavailable
for maintenance. The Microsoft SIP Signaling FQDNs point to available
endpoints far enough in advance for the SBC to resolve the FQDNs to new
endpoints and send traffic to them. Therefore, this error shouldn't occur
frequently under the usual circumstances, and no action is required.

If this error occurs frequently, check the SBC configuration to make sure that the
SBC resolves the DNS frequently to avoid sending SIP requests to inactive or
unavailable Microsoft endpoints. Ideally, DNS resolution should occur every 15
minutes or more often.

560503 503 Service unavailable. SBC

undergoing maintenance or temporarily
overloaded
Microsoft response code: 560503
SIP response code: 503
Suggested actions:
Check the logs on the SBC to investigate why it returns the "503" SIP response.
Make sure that the SBC is correctly licensed to handle the number of concurrent
sessions.
Determine whether the "503" error is related to a specific destination
country/region or calling corridor.

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SIP response code 504
Article • 11/22/2024 • Applies to: Microsoft Teams

This article provides troubleshooting information for various combinations of the SIP
504 error and Microsoft response codes.

549002 504 Unable to deliver INVITE:

TlsTransport is not connected,
State=Disconnected
Microsoft response code: 549002
SIP response code: 504
Suggested actions:
Check whether the Session Border Controller (SBC) is functional.
Check whether the SBC is reachable through the specific IP and port. Also, check
your firewall settings to make sure that connection to SBC isn't blocked.

549002 504 Unable to deliver INVITE: Invalid

Request/Response line
Microsoft response code: 549002
SIP response code: 504
Suggested actions:
Make sure that requests and responses include SIP version "SIP/2.0" in the
Request-URI, Via header, and other relevant headers. For more information, see
Direct Routing - SIP protocol.

549018 504 Unable to deliver INVITE: Invalid

Request/Response line
Microsoft response code: 549018
SIP response code: 504
Suggested actions:

Check the SBC configuration to determine why it sends an invalid or

unsupported SIP message format to Microsoft and fix any misconfiguration.
 Note: This error might be represented by a slightly different phrase that's
associated with the response code.

569002 504 Unable to deliver INVITE: A

connection attempt failed because the
connected party did not properly respond after
a period of time, or established connection
failed because connected host has failed to
respond
Microsoft response code: 569002
SIP response code: 504
Suggested actions:
Check whether the SBC is functional.
Check whether the SBC is reachable through the specific IP and port. Also, check
your firewall settings to make sure that connection to SBC isn't blocked.

569002 504 Unable to deliver INVITE: No

connection could be made because the target
machine actively refused it
Microsoft response code: 569002
SIP response code: 504
Suggested actions:
Check whether the SBC is functional.
Check whether the SBC is reachable through the specific IP and port. Also, check
your firewall settings to make sure that connection to SBC isn't blocked.

569002 504 Unable to deliver INVITE: outgoing

TLS negotiation failed; HRESULT=0x80096004
Microsoft response code: 569002
SIP response code: 504
Suggested actions:
Check whether the SBC is functional.
 Check whether the SBC is reachable through the specific IP and port. Also, check
your firewall settings to make sure that connection to SBC isn't blocked.

569002 504 Unable to deliver INVITE: outgoing

TLS negotiation failed; Wrong target principal
name configured. HRESULT=0x80090322
CERT_E_WRONG_USAGE
Microsoft response code: 569002
SIP response code: 504
Suggested actions:
Request a certificate that's signed by one of the public root certification
authorities that are listed in Public trusted certificate for the SBC.

569002 504 Unable to deliver INVITE: TLS

decryption failed; HRESULT=590615
Microsoft response code: 569002
SIP response code: 504
Suggested actions:
The TLS context is responsible for encrypting and decrypting SIP signaling
messages. This error indicates that the TLS context is expired and can no longer
be used for secure communication. Work with the SBC vendor to troubleshoot
the TLS context expiration issue.

569002 504 Unable to deliver ACK: outgoing

TLS negotiation failed; Wrong target principal
name configured. HRESULT=0x80090322
CERT_E_WRONG_USAGE
Microsoft response code: 569002
SIP response code: 504
Suggested actions:
Request a certificate that's signed by one of the public root certification
authorities that are listed in public trusted certificate for the SBC.
569002 504 Unable to deliver ACK: No
connection could be made because the target
machine actively refused it
Microsoft response code: 569002
SIP response code: 504
Suggested actions:
Check whether the SBC is functional.
Check whether the SBC is reachable through the specific IP and port. Also, check
your firewall settings to make sure that connection to SBC isn't blocked.

569003 504 Unable to deliver INVITE: outgoing

TLS negotiation failed; HRESULT=0x80090326
Microsoft response code: 569003
SIP response code: 504
Suggested actions:
Verify that the SBC certificate is signed by a trusted certificate authority (CA) and
isn't expired. For more information, see TLS connection issues.

569008 504 Unable to deliver INVITE: Outgoing

TLS negotiation failed. Remote certificate
expired; HRESULT=0x80090328
SEC_E_CERT_EXPIRED
Microsoft response code: 569008

SIP response code: 504

Suggested actions:
Renew the SBC certificate.

Note: When you renew the SBC certificate, you must remove the TLS connections
that were established from the SBC to Microsoft by using the old certificate, and
re-establish them by using the new certificate. Doing this will make sure that
certificate expiration warnings aren't triggered in the Microsoft Teams admin
center. To remove the old TLS connections, restart the SBC during a timeframe that
 has low traffic, such as a maintenance window. If you can't restart the SBC, contact
the vendor for instructions to force the closure of all old TLS connections.

569009 504 Unable to deliver INVITE: outgoing

TLS negotiation failed; HRESULT=0x80090325
SEC_E_UNTRUSTED_ROOT
Microsoft response code: 569009

SIP response code: 504

Suggested actions:
Request a certificate that's signed by one of the public root certification
authorities that are listed in public trusted certificate for the SBC.

If you have multiple TLS profiles, check that you're using a profile that has the
correct certificate when you connect to the Direct Routing interface. If you have
multiple TLS profiles on the SBC, make sure that you select a profile that's signed
by using a certificate that's trusted by Direct Routing.

569015 504 Unable to deliver INVITE: No such

host is known
Microsoft response code: 569015
SIP response code: 504
Suggested actions:
Determine why the FQDN of the SBC can’t be resolved through DNS, and fix the
issue.

569016 504 Unable to deliver INVITE/ACK: The

requested name is valid, but no data of the
requested type was found
Microsoft response code: 569016
SIP response code: 504
Suggested actions:

Check the DNS settings to make sure that the correct DNS record types (A or
AAAA) are configured.
 Note: This error might be represented by a slightly different phrase that's
associated with the response code. This error indicates that a DNS record is
found, typically a TXT record that's added for domain verification when you set
up the SBC, but it's not an A or AAAA record.

569018 504 Unable to deliver INVITE: Invalid

Request/Response line
Microsoft response code: 569018
SIP response code: 504
Suggested actions:

Check the SBC configuration to determine why it sends an invalid or

unsupported SIP message format to Microsoft and fix any misconfiguration.

Note: This error might be represented by a slightly different phrase that’s

associated with the response code.

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Users can't create a team
Article • 10/30/2023 • Applies to: Microsoft Teams

Summary
Users are unable to create a team in Microsoft Teams.

More information
Your company may have set a policy restricting who can create Microsoft 365 groups or
teams.

Check with your IT admin to understand your company's policy for creating groups and
teams.

Still need help? Go to Microsoft Community .

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Deleting a team also deletes the group
associated with it in Teams
Article • 10/30/2023 • Applies to: Microsoft Teams

Summary
When deleting a team in Microsoft Teams, the group associated with the team is also
deleted.

More information
This behavior is by design. Users may not realize that the underlying Microsoft 365
Group is deleted when the team is deleted. Additionally, if the underlying Microsoft 365
Group is deleted, the team is deleted as well.

Additional language in Microsoft Teams provides this information to the user. This
information isn't present in the Microsoft 365 Groups interface. Your help desk can
recover a deleted Group/Team.

２ Warning

When you delete a group, you're permanently removing everything related to this
group, including conversations, files, the group notebook, and Planner tasks. For
more information, see Delete a group in Outlook .

Still need help? Go to Microsoft Community .

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Resolve sign-in errors in Teams
Article • 03/18/2024 • Applies to: Microsoft Teams

If your users encounter errors when they try to sign in to Microsoft Teams, use the
following steps to troubleshoot the problem.

Run the Teams Sign-in diagnostic

７ Note

This feature requires a Microsoft 365 administrator account. This feature isn't
available for Microsoft 365 Government, Microsoft 365 operated by 21Vianet, or
Microsoft 365 Germany.

1. Select the following button to populate the diagnostic in the Microsoft 365 admin
center:

Run Tests: Teams Sign-in

2. In the Provide the username or email of the user reporting this issue field, enter
the email address of the affected user, and then select Run Tests.

Run the Microsoft Remote Connectivity

Analyzer diagnostic

７ Note

Currently the Microsoft Remote Connectivity Analyzer tool doesn't support

Microsoft 365 Government environments (GCC or GCC High).

1. Open a web browser, and then go to the Teams Sign in test.

2. Sign in by using the credentials of the user account that you want to test.
3. Enter the provided verification code.
4. Select Verify.

This test verifies that the user account meets the requirements to sign in to Teams.
Use the Microsoft Support and Recovery
Assistant

７ Note

The Microsoft Support and Recovery Assistant isn't applicable to new Teams.

If the diagnostic doesn't detect any issue, but you still can't sign in to Teams, or you
don't have a Microsoft 365 administrator account, select the following button to
download the Assistant and automatically start the tests. For more information about
the tool, see About the Microsoft Support and Recovery Assistant .

７ Note

By downloading this app, you agree to the terms of the Microsoft Services
Agreement and Privacy Statement .

Resolve the issue with SaRA

Fix the issue manually

If you want to perform the checks and fix the issue manually, follow these steps:

1. If the diagnostic detects an issue that affects the instance of Teams on the tenant,
follow the provided solution to fix the issue. If the diagnostic doesn't detect an
issue, check whether the user's Teams client is running the latest update . Select
the Settings and more menu next to the user's profile picture at the top right of
the Teams window, and then select Check for updates.

The desktop app is configured to update automatically. However, if you find that the
app is missing the latest update, follow the instructions to install it, and try again to sign
in. If you still see an error when you try to sign in to Teams, go to step 3.

1. If you use a federated sign-in provider such as Active Directory Federation Services
(AD FS), verify the AD FS sign-in configuration by using the Microsoft 365 Single
Sign-on Test in the Microsoft Remote Connectivity Analyzer.

2. Check the error code on the Teams sign-in screen. If the code is listed here, follow
the provided guidance to fix the error. If the code isn't listed here, see Why am I
having trouble signing in to Microsoft Teams?
 0xCAA82EE7 or 0xCAA82EE2
Make sure that the user has Internet access. Then, use the
Network assessment tool to verify that the network and network elements
between the user location and the Microsoft network are configured
correctly. This is necessary to enable communication to the IP addresses and
ports that are required for Teams calls.

For information about endpoints that users should be able to reach if they're
using Teams in Microsoft 365 plans, government environments, or other
clouds, see Microsoft 365 URLs and IP address ranges.

0xCAA20004
This error occurs if an issue affects conditional access. For more information,
see Conditional Access policies for Teams.

0xCAA70004 or 0xCAA70007, or if the sign-in issue also occurs in other

Office applications: See Connection issues in sign-in after update to Office
2016 build 16.0.7967.

3. If the sign-in error occurs only in the Teams web client, see Microsoft Teams is
stuck in a login loop for resolutions that are specific to the user's preferred
browser.

4. If the error persists, reinstall Teams as follows:

a. Uninstall Teams .
b. Browse to the %appdata%\Microsoft folder on the user's computer, and delete
the Teams folder.
c. Download and install Teams . If possible, reinstall Teams as an administrator.
To do this, right-click the Teams installer file, and select Run as administrator.

If none of these steps helps to resolve the Teams sign-in issue, create a support request.
For the request, collect debug logs, and provide the error code that's displayed on the
Teams sign-in screen.

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"Someone has already set up Teams for
your organization" error in Microsoft
Teams
Article • 03/14/2024 • Applies to: Microsoft Teams

Symptoms
When you try to set up a Microsoft Teams account, you receive the following error
message:

Someone has already set up Teams for your organization

Resolution
This issue may have several causes.

Cause 1: Someone has already set up Teams for you

Resolution:

Look for a recent invitation in your email Inbox.

Alternatively, open https://teams.microsoft.com from a private or incognito
browser window. Then, enter your domain credentials to sign in.

Cause 2: Your email address is tied to both a work and a

personal account
For example, you're using the contoso.com domain for both your Microsoft Service
Account (Live ID) and your work account (Active Directory).

Resolution:

1. Open https://teams.microsoft.com from a private or incognito browser window.

2. Create a Teams account, and then sign in by using the credentials for your work or
school account.
3. If it doesn't work, you must unlink the two accounts to create a free Teams
account. For more information, see Change the email address or phone number for
your Microsoft account .
Cause 3: You're trying to sign up for your work account
by using a free tenant
For more information about tenant, see Tenants.

Resolution:

Use your organization's tenant for this account. For personal use, create a free Teams
account by using a personal email address.

More information
Still need help? Go to Microsoft Community .

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Teams doesn't automatically update
Article • 03/11/2024 • Applies to: Microsoft Teams

Summary
More than one reason can prevent Microsoft Teams from automatically updating:

When Microsoft Teams is installed to the Program Files folder (such as by using
installation scripts) rather than to the default location, the client won't
automatically update when new versions are available.
Microsoft Teams will update only when Teams is idle. If a user powers off the
computer when finished using Teams, Teams will have no way to run the update
process.
Users need to be signed in for updates to be downloaded.

７ Note

If you find some features are missing, it's because Teams isn't updated.

Workaround
To make sure Teams automatically updates, install the application in the default location:
user\Appdata .

To force Microsoft Teams to check and install updates, select your avatar in the upper-
right corner of Teams, and then select Check for updates. This will cause Microsoft
Teams to check for updates.

More information
For more information about Teams update process, see Teams update process.

For more information about how to update the Teams desktop app on Virtual Desktop
Infrastructure (VDI), see Install or update the Teams desktop app on VDI.

Still need help? Go to Microsoft Community .

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Teams doesn't load
Article • 11/03/2023 • Applies to: Microsoft Teams

When you try to open Microsoft Teams in Microsoft Edge, Google Chrome, Mozilla
Firefox, or Safari, or access Teams from within an app such as Outlook on the web, the
Teams app doesn't load.

This issue occurs if you use the Trusted Sites feature in your browser and you don't add
the URLs for Microsoft Teams to the list of sites that your browser should trust. In this
situation, the Teams client is unable to load.

To resolve this issue, update your browser settings by using the steps in the appropriate
section.

７ Note

You must have administrative rights to make the updates. If you're the
administrator for your organization, you can use a Group Policy Object (GPO)
to make the updates simultaneously for all users.
Microsoft recommends that you block third-party cookies from your browser.
Third-party cookies can put your privacy and security at risk by exposing your
personal information, or opening your device to vulnerabilities. Microsoft
recommends that you explicitly allow specific cookies from domains that you
trust.

Microsoft Edge
1. In the Edge Settings window, select Cookies and site permissions > Cookies and
data stored > Manage and delete cookies and site data.

2. Turn on Allow sites to save and read cookie data (recommended), and make sure
that Block third-party cookies is turned off.

Alternatively, if you have to keep third-party cookies blocked, do this instead in the
same window:

Under Allow, select Add to add the following sites:

[*.]microsoft.com
[*.]microsoftonline.com
 [*.]teams.skype.com
[*.]teams.microsoft.com
[*.]sfbassets.com
[*.]skypeforbusiness.com

To change the settings by using a GPO:

1. Go to the Microsoft Edge Enterprise landing page to download the Microsoft

Edge policy templates file and extract the contents.
2. Add the sites that are listed in step 2 to Content settings >
CookiesAllowedForUrls by having either a mandatory or recommended policy.

For more information about how to configure Microsoft Edge Group Policy settings, see
the following articles:

Configure Microsoft Edge policy settings on Windows devices

Add the administrative template to Active Directory
Set mandatory or recommended policies
CookiesAllowedForUrls setting

Google Chrome
1. In the Chrome Settings window, open the Privacy and security tab, and then select
Cookies and other site data.

2. Under Sites that can always use cookies, select Add, and then select the Including
third-party cookies on this site checkbox.
 3. Add the following sites:

[*.]microsoft.com
[*.]microsoftonline.com
[*.]teams.skype.com
[*.]teams.microsoft.com
[*.]sfbassets.com
[*.]skypeforbusiness.com

To change the settings by using a GPO:

There are two types of policy templates: an ADM and an ADMX template. Verify which
type you can use on your network. The templates show which registry keys you can set
to configure Chrome and what the acceptable values are. Chrome accesses the values
that are set in these registry keys to determine how to act.

1. Download Chrome administrative template .

2. Open Group Policy editor by navigating to Start > Run: gpedit.msc.

3. Navigate to Local Computer Policy > Computer Configuration > Administrative

Templates.

4. Right-click Administrative Templates, and select Add/Remove Templates.

5. Add the chrome.adm template through the dialog box. A Google/Google Chrome
folder appears under Administrative Templates if it's not there already. If you add
the ADM template on Windows 10 or 7, the folder appears under Classic
Administrative Templates/Google/Google Chrome.

6. Configure policies by opening the template that you just added, and then change
the configuration settings. The most commonly modified policies are:

Set the home page: The URL that Chrome opens when a user opens the
browser or selects the Home button.
Send anonymous usage statistics and crash information: To turn off sending
any crash information or anonymous statistics to Google, change this setting
to False.
Turn off auto-updates: Although we don't usually recommended it, you can
turn off auto-updates.

Apply the policies to the target computers. Depending on your network

configuration, the policy might require some time to propagate. Or, you might
have to propagate the policies manually through the administrator tools.
 7. Add the sites that are listed in step 2 under Microsoft Edge to the Content settings
> CookiesAllowedForUrls setting.

For more information, see Set Chrome Browser policies on managed PCs .

You can also download the templates separately and view common policy
documentation for all operating systems by referring to Zip file of Google Chrome
templates and documentation

Mozilla Firefox
1. In the Firefox Settings window, select the Privacy & Security tab.

2. Under Cookies and Site Data, select Manage Exceptions.

3. In the Address of website text box, enter the following URLs, and then select
Allow:

https://microsoft.com

https://microsoftonline.com
https://teams.skype.com

https://teams.microsoft.com
https://sfbassets.com

https://skypeforbusiness.com

4. Select Save Changes.

To change the settings by using a GPO:

1. Download and install the Firefox administrative template .

2. Add the sites that are listed under "Microsoft Edge" to Cookies > Allowed Sites.

For more information, see Customizing Firefox Using Group Policy .

Safari
Teams support for Safari is currently in preview. Update the following setting, and then
try again to access the Teams web client:

1. Select Preferences > Privacy.

2. Clear the Prevent cross-site tracking checkbox.
3. Close Safari, reopen the browser, and then navigate to teams.microsoft.com.
For more information, see Limits and specifications for Teams.

Third-party information disclaimer

The third-party products that this article discusses are manufactured by companies that
are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, about
the performance or reliability of these products.

Still need help? Go to Microsoft Community .

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Teams starts with a white screen
Article • 03/18/2024 • Applies to: Microsoft Teams

Symptoms
When you use a Unix symlink or map a drive to C:\users, a white screen appears when
the Teams app starts.

Cause
When you use an installation script to install Microsoft Teams to Program Files instead
of the default location, the client won't automatically update when a new version is
available. This is an expected limitation of Teams if the installation location is changed
by a custom script.

Resolution
Make sure that you install the application in the default location: user\Appdata . If the
mapping must exist, use the web version of Microsoft Teams instead.

Still need help? Go to Microsoft Community .

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"You're missing out!" error when signing
in to Teams
Article • 03/18/2024 • Applies to: Microsoft Teams

Symptoms
When users try to sign in to Microsoft Teams, they receive the following error message:

"You're missing out! Ask your admin to enable Microsoft Teams for
<CompanyName>"

Resolution
In Microsoft 365 Education tenants, Microsoft Teams isn't enabled by default. You must
turn it on. Learn how to enable Microsoft Teams for your school.

If your organization is eligible for the Microsoft Teams Exploratory experience, make
sure that users can run the Teams Exploratory experience. For more information, see
Manage the Teams Exploratory experience.

More information
For the latest guidance about how to set up your school for lesson planning, virtual
meetings, and content sharing, see Remote teaching and learning . You can view
Microsoft Teams IT admin training videos and more at Admin training for Teams.

Still need help? Go to Microsoft Community .

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Unable to view websites using Teams on
the web
Article • 10/30/2023 • Applies to: Microsoft Teams

Symptoms
Some websites can't be viewed in Microsoft Teams on the web .

Cause
The websites can't be displayed using an iFrame in Microsoft Teams on the web.

Resolution
Visit the website outside of Microsoft Teams on the web or use the Teams desktop
client.

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"This site can't be reached" and
ERR_INVALID_RESPONSE error when
accessing a SharePoint site
Article • 12/17/2023 • Applies to: SharePoint Online, Microsoft Teams

Symptoms
When you try to access a SharePoint site through Microsoft Teams or your web browser,
you receive the following error message:

This site can't be reached

The webpage at (URL) might be temporarily down or it may have moved
permanently to a new web address.
ERR_INVALID_RESPONSE

Cause
The homepage of the SharePoint site might have been deleted.

Resolution
Check whether the homepage is in the recycle bin or site collection recycle bin. For more
information about how to recover files from those locations, see Restore items in the
recycle bin that were deleted from SharePoint or Teams .

If the homepage isn't in the recycle bin or site collection recycle bin, do either of the
following.

Make an existing page the homepage

1. Go to the Site Pages library.

Example Site Pages library URL:

https://contoso.sharepoint.com/SitePages/Forms/ByAuthor.aspx

2. Select the three vertical dots after the name of the page that you want to use as
the homepage.

3. Select Make homepage.

Create a new homepage

1. Go to the Site Pages library.

2. Select New > Site page.
3. Enter the page content.
4. Select Save as draft > Publish.
5. Go back to the Site Pages library, and select the three vertical dots after the page
name.
6. Select Make homepage.

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Teams owner unable to create a Planner
tab
Article • 10/30/2023 • Applies to: Microsoft Teams

Symptoms
When trying to create a new Planner tab in Microsoft Teams, a team owner receives this
error message from the Teams client:

"Failed to create the plan".

Cause
The owner isn't a member of the Microsoft 365 group associated with the team. This
prevents the Planner API from triggering the plan creation.

Resolution
Add the owner as a member of the Microsoft 365 group. For more information, see Add
or remove members from Microsoft 365 groups using the admin center.

More information
Still need help? Go to Microsoft Community .

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Tabs not working after enabling
Conditional Access
Article • 10/30/2023 • Applies to: Microsoft Teams

Summary
After enabling Conditional Access on the tenant in Microsoft Teams, some tabs no
longer functioning in the desktop client as expected. However, the tabs load when using
the Web Client.

The tabs affected are the website tabs and app tabs (such as Power BI, Forms, VSTS,
PowerApps, and SharePoint List) that open a Microsoft Entra authentication dialog
requiring users to sign in with their Microsoft Entra credentials.

More information
To see affected tabs you must use Teams in Edge, Internet Explorer, or Chrome with the
Windows 10 Accounts extension installed. Some tabs still depend on web
authentication, which doesn't work in the Desktop Client when Conditional Access is
enabled. Microsoft is working with partners to enable Microsoft Entra single sign-on
support, which does support Conditional Access.

Still need help? Go to Microsoft Community .

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A website doesn't load in the new Teams
desktop client
Article • 01/22/2024 • Applies to: sap:Teams Apps and Connectors, New Microsoft Teams

Symptoms
When you select the Website tab in a chat, channel, or meeting in Microsoft Teams, the
site doesn't load correctly.

Cause
This issue might occur in either of the following situations:

The website is prevented from being embedded in other sites.

Conditional Access policies are enforced in your organization. For more
information, see Tabs not working after enabling Conditional Access.

Workaround
To work around the issue, select Open in browser in the following banner to open the
site in a new browser tab outside Teams.

Or, if the content can be loaded by a corresponding app, use that app instead. For
example, if you want to load a SharePoint page in a channel, use the SharePoint Pages
app.

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Certified Android devices get signed out
of Teams
Article • 08/09/2024 • Applies to: Microsoft Teams

Some certified Android devices in your environment are signed out of Microsoft Teams
automatically. This issue affects the following devices:

Teams Rooms on Android

Teams panels
Teams phones
Teams displays

If you're a tenant administrator, you can get information about the sign-in state of your
devices from the sign-in logs in the Microsoft Entra admin center. To access these logs,
navigate to the Microsoft Entra ID menu, and then select Monitoring & health > Sign-in
logs.

You can also use the information in the sign-in logs to determine whether this issue is
affecting a device in your environment. On the User sign-ins (non-interactive) tab,
check for the following entries:

In the Application column: Microsoft Authentication Broker

 In the Status column: Failure
In the Resource column: Device Registration Service

These entries indicate that the issue is affecting your device.

To resolve the Teams sign-in issue on an affected device, select the appropriate option
based on the device type.

Teams Rooms on Android devices and Teams

panels
If Teams Rooms on Android devices and Teams panels are affected, run the Microsoft
Teams Rooms Sign in connectivity test in the Microsoft Remote Connectivity Analyzer
tool. This tool is used to troubleshoot connectivity issues that affect Teams. The
connectivity test performs checks to verify a specific user's permissions to use a Teams
Rooms device to sign in to Teams.

７ Note

A Global Administrator account is required to run the Microsoft Teams Rooms

sign-in connectivity test.
The Microsoft Remote Connectivity Analyzer tool isn't available for the GCC
and GCC High Microsoft 365 Government environments.

To run the connectivity test, follow these steps:

1. Open a web browser and navigate to the Microsoft Teams Rooms Sign in
connectivity test.
2. Sign in by using the credentials of a Global Administrator account.
3. Specify the username for the account that can't access the Teams Rooms app.
4. In the Device Selection field, select a type for the affected user's device.
5. Enter the verification code that's displayed, and then select Verify.
6. Select the checkbox to accept the terms of agreement, and then select Perform
Test.

After the test finishes, the screen displays details about all the checks that were
performed and whether the test succeeded, failed, or was successful but includes
warnings. In the list of failures or warnings, select the provided links for more
information about each item and how to resolve it.
Teams phones
If Teams phones are affected, run the Teams Android Desk Phone Sign in connectivity
test in the Microsoft Remote Connectivity Analyzer tool. This tool is used to
troubleshoot connectivity issues that affect Teams. The connectivity test verifies that the
user account meets the requirements for a Teams user to sign in to a Teams Android
desk phone. For more information about all the checks that this test performs, see
Teams Android Desk Phone Diagnostic .

７ Note

Both administrators and non-administrators can run the Teams Android Desk
Phone Sign in connectivity test.
The Microsoft Remote Connectivity Analyzer tool isn't available for the GCC
and GCC High Microsoft 365 Government environments.

To run the connectivity test, follow these steps:

1. Open a web browser and navigate to the Teams Android Desk Phone Sign in
connectivity test.
2. Sign in by using the credentials of the affected user account. To perform advanced
tests, sign in by using the credentials of a Global Administrator account, and then
specify the affected user account in the Specify the target user name (optional)
field.
3. Enter the verification code that's displayed, and then select Verify.
4. Select the checkbox to accept the terms of agreement, and then select Perform
Test.

After the test finishes, the screen displays details about all the checks that were
performed and whether the test succeeded, failed, or was successful but includes
warnings. In the list of failures or warnings, select the provided links for more
information about each item and how to resolve it.

Teams displays
If Teams displays are affected, or if you're using the GCC or GCC High Microsoft 365
Government environment, use one of the following options to sign in to Teams.

Option 1: Sign in from the Microsoft Teams admin center

７ Note

You must have Teams administrator permissions to use this option.

Also, make sure that your device is running the minimum firmware and
Teams app versions that are required for Teams-certified Android devices.

1. Navigate to the Microsoft Teams admin center .

2. In the navigation menu on the left, select Teams devices, and then select your
Android device.

3. On the page for the Android device, select Actions > Sign out to sign out of the
device.

4. After you're signed out, select Sign in.

5. A pop-up window appears. After two to five minutes, the window is populated by a
URL, a code, and instructions to sign in. Use the information that's provided to sign
in to the device.
Option 2: Restart the device and then sign in from the
Microsoft Teams admin center

７ Note

You must have Teams administrator permissions to use this option.

Also, make sure that your device is running the minimum firmware and
Teams app versions that are required for Teams-certified Android devices.

Restart the Android device remotely from the Microsoft Teams admin center, and then
try to sign in.

1. Navigate to the Microsoft Teams admin center .

2. In the navigation menu on the left, select Teams devices, and then select your
Android device.

3. On the page for the Android device, select Restart to restart the device.
4. After the device restarts, check the Username field.

If the Username field displays a username, select Actions > Sign out to sign
out of the device.

After you're signed out, select Sign in.

If the Username field is blank, select Sign in.

5. A pop-up window appears. After two to five minutes, the window is populated by a
URL, a code, and instructions to sign in. Use the provided information to sign in to
the device.
Option 3: Generate a new code on the device to sign in
1. Select Refresh code on the device to generate a new code to sign in.

2. If a new code is generated, use it to sign in to the device.

3. If a new code isn't generated, select Sign in on this device.

4. The username is already populated in the appropriate field. Enter the password to
sign in to the device.

5. If the sign-in is still unsuccessful, select Start over. This will sign you out of the
device.

6. Select Refresh code to generate a new code to sign in to the device.

Option 4: Reset the device
If you still can't sign in to the device, reset the device to its factory settings.

1. Perform a factory reset from the OEM device settings or by using the key
combination that's specific to the OEM model.
2. Delete the device object in Microsoft Entra ID, Microsoft Intune, and the Microsoft
Teams admin center. This will enable fresh objects to be created when you sign in.
3. Use Option 1, 2, or 3 to sign in to the device.

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Collect device logs for Android Teams
devices
Article • 10/30/2023 • Applies to: Microsoft Teams

If you experience issues when you try to use Android devices that run Microsoft Teams,
you'll have to collect diagnostic logs to be able to troubleshoot the issues. Here's how
you can collect the device logs:

1. In the Microsoft Teams admin center , select Teams devices on the navigation
menu in the left pane, and then select the category of devices (such as Phones).

2. Select the Android device from which you want to download logs, and then select
Download device logs.

3. After a few minutes, select the History tab, and then select the Download link
under Diagnostics file.

4. Compress the log files and share them when you create a support request with
Microsoft Support. If you already have an open support request, upload the files to
the location provided by the support engineer.

Still need help? Go to Microsoft Community .

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Fix Conditional Access issues for Teams
Android devices
Article • 05/27/2024 • Applies to: Microsoft Teams

Symptoms
Conditional Access is a Microsoft Entra feature that helps make sure that devices that
access corporate resources are correctly managed and secured. If Conditional Access
policies are applied to the Microsoft Teams service, Android devices that access Teams
must comply with the policies. Such devices include Teams phones, Teams displays,
Teams panels, and Teams Rooms on Android. Otherwise, Conditional Access will prevent
users from signing in to or using the Teams app on the devices.

If these policies are applied, you might experience one or more of the following issues
on non-compliant devices:

The devices can't sign in to Teams, or they get stuck in sign-in loops.
The devices automatically sign out of Teams randomly.
Microsoft Teams stops responding (freezes).

Cause
These issues can occur for the following reasons:

Unsupported Conditional Access policy or Intune device compliance policy settings

If a device is marked as non-compliant, the Microsoft Entra token-issuing service

stops renewing the tokens for the device object or even revokes the token. In this
case, the device can't get an updated authentication token, and it's forced to sign
out.

To check the compliance status of your devices, use the Intune Device compliance
dashboard.

The Sign-in frequency setting

This setting forces periodic reauthentication. This action might cause the devices to
sign out randomly, depending on how many of your Conditional Access policies
have different sign-in frequencies set. Whenever reauthentication occurs, the token
is revoked and a new device object is created under the user account. If the
 number of device objects exceeds the Microsoft Entra device limit or Intune device
limit, the user can't sign in to the device.

The Terms of Use (ToU) and MFA Conditional Access policies, if both are used

For more information, see Known issues with Teams phones.

Resolution
Identify the specific cause of the issue by checking multiple details about the affected
user's access to the Teams app. To perform the checks that are required, you can either
use an automated option or run the checks manually by using the steps provided.

Automated checks
The automated option is to run the Microsoft Teams Rooms Sign in connectivity test
in the Microsoft Remote Connectivity Analyzer tool. This tool is used to troubleshoot
connectivity issues that affect Teams. The connectivity test performs checks to verify a
specific user's permissions to sign in to Teams by using a Teams Rooms device.

７ Note

A Global Administrator account is required to run the Microsoft Teams Rooms

sign-in connectivity test.
The Microsoft Remote Connectivity Analyzer tool isn’t available for the GCC
and GCC High Microsoft 365 Government environments.

To run the connectivity test, follow these steps:

1. Open a web browser and navigate to the Microsoft Teams Rooms Sign in
connectivity test.
2. Sign in by using the credentials of a Global Administrator account.
3. Specify the username for the account that can't access the Teams Rooms app.
4. In the Device Selection field, select a type for the affected user's device.
5. Enter the verification code that's displayed, and then select Verify.
6. Select the checkbox to accept the terms of agreement, and then select Perform
Test.

After the test finishes, the screen displays details about all the checks that were
performed and whether the test succeeded, failed, or was successful but displayed a few
warnings. Select the provided link for more information about the warnings and failures,
and about how to resolve them.

Manual checks
To manually check user access to the Teams app, follow these steps:

1. Go to the sign-in logs in the Azure portal.

2. Select the User sign-ins (non-interactive) tab.

3. Select Add filters to add the following filters:

Status: Select Failure, and then select Apply.

Application: Enter Teams, and then select Apply.

4. For the affected usernames, look for items that have the following Application
values:

Microsoft Teams
Microsoft Teams Service
Microsoft Teams – Device Admin Agent

5. Select each item to view details about the failed sign-in. Usually, you can get more
information from the following fields on the Basic info tab:

Sign-in error code

Failure reason
Additional Details
6. If the sign-in error code seems to be related to compliance, select the Conditional
Access tab, and then look for policies that show a Failure result.

7. Review the policy details.

After you identify the specific Conditional Access policy that's causing the issue, you can
use device filters to exclude the affected device from the policy. Commonly used device
properties in device filters are manufacturer and model. These are used together with
the Contains, StartsWith, and In operators.

７ Note
 Device filters apply to only device objects, not user accounts.
Some attributes, such as model and manufacturer, can be set only if devices
are enrolled in Intune. If your devices aren't enrolled in Intune, use extension
attributes.
Check each policy setting for unsupported settings for Teams devices.

The following screenshot shows a sample device filter.

References
Supported Conditional Access and Intune device compliance policies for Microsoft
Teams Rooms and Teams Android Devices
App protection policies overview
Conditional Access and compliance best practices for Microsoft Teams Rooms
Authentication best practices for Microsoft Teams shared device management of
Android devices
Known issues in Teams Rooms and devices
Video: Intune Compliance & Conditional Access with Teams Android devices

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Known issues with Teams Rooms on
Android
Article • 02/06/2025 • Applies to: Microsoft Teams

Issues affecting multiple devices

ﾉ Expand table

Issue Description Workaround

Teams Rooms on You sign out of a Teams Rooms on Android device Restart the
Android devices either manually or from the Microsoft Teams affected device to
experience a delay admin center. When you try to sign in again force the code to
with signing in after a immediately, there's a delay. This delay is because refresh.
user signs out. the authentication code takes 15 minutes or longer
to refresh after a device signs out.

This issue occurs on all Teams on Android devices,

including those devices that are running version
5.0.6061.0 of the Company portal app.

Unable to open a On Teams Rooms for Android touch displays and To resolve this
whiteboard on all-in-one devices, you're unable to start a issue, contact
Android touch whiteboard session outside of a meeting by Microsoft Support.
displays and all-in- selecting the Whiteboard option.
one devices.
This issue occurs on devices that are running on
tenants which are more than two years old.

Issues with Teams Rooms on Android devices

ﾉ Expand table

Issue Description Workaround

Unable to pair a Teams Rooms on Android devices that are running version Restart the
display on 1449/1.0.96.2024110701 or version console to fix the
Teams Rooms 1449/1.0.96.2025010301 of the Teams Rooms app might pairing issue.
on Android experience an intermittent issue with pairing the console
devices with the front-of-room display.
Issues with Teams phones
ﾉ Expand table

Issue Description Workaround

Sign in loops or You can't sign in or the sign-in The combination of MFA CA and
fails for Teams on continually loops when both the MFA ToU CA isn't supported. You should
Android phones and the Terms of Use (ToU) Conditional exclude it from being used.
Access (CA) policies are used.
To avoid the sign-in error, ensure
that only the MFA CA or only the
Mobile Device Management (MDM)
CA is used. When only the MFA CA
is used, make sure that it's enabled
in Device Registration Services
(DRS). For more information, see
Conditional Access: Cloud apps,
actions, and authentication context.

Can't add, delete, You can't perform the add, delete, and Use either the Teams desktop or
or edit contacts edit operations on contacts from the Teams web client to perform
on Android Teams on Android phones. these actions.
phones

Signed out of Teams Rooms on Android, Teams Follow the instructions provided in
Teams on phone devices, Teams panels, and Signed out of Teams on Android
Android devices Teams displays are signed out of Teams devices.
automatically.

Can't resume a After using the Consult first option in End the call made by using the
call after using the Transfer menu when you select the Consult first option and then
Consult first Resume option to resume the call, the resume the original call.
option on Teams call fails.
phones

Calls on long On GCC High tenants that are running No workaround is available at this
hold in GCC High 2022 update #4A (Teams app version time.
tenants drop 1449/1.0.94.2022110803), when a user
intermittently puts a call on long hold the call drops
in some instances. This issue doesn't
occur on other clouds.

Limitations
Teams Rooms doesn't support High-Bandwidth Digital Content Protection (HDCP)
input. Using HDCP input might cause issues that affect High-Definition Multimedia
 Interface (HDMI) ingest functionality, such as video and audio. To avoid these
issues, make sure that the HDCP options are turned off for switches that are
connected to Teams Rooms.

Teams Rooms on Android doesn't support the ability to join cross-cloud meetings.

When you use the Call app on a Teams Rooms device to dial the toll number or
conference ID for a Teams meeting, the conference bridge triggers multiple call
flows. Because the Teams Rooms app is designed to support only one active call at
a time, the call fails.

Instead of using the Call app, join the meeting by using the Join with an ID option
and entering the meeting ID.

If you're in a call with another user who is on a Teams Rooms device, you can't
transfer the call. This is because the Teams Rooms app is designed to support only
one call at a time.

If your organization has configured policies to block legacy authentication for the
Teams Rooms app, then Teams Rooms on Android devices, (Teams Rooms on
Windows devices) Teams displays, Teams panels, and Teams phones can't join
Teams meetings.

If your organization has configured policies to block legacy authentication for the
Teams Rooms app, then Teams Rooms on Android devices, Teams displays, Teams
panels, and Teams phones can't join Teams meetings.

The meeting details that you export in the Microsoft Teams admin center includes
the link speed of the Ethernet network interface that's used during the meeting.
This display always shows the default value of 10 Mbps. However, this might not
be accurate because Teams Rooms for Android devices can't fetch the exact value.
The actual link speed might be faster than the default value.

Support for third-party Teams devices

For issues with Teams devices offered by third-party providers, contact their individual
sites for support:

Logitech: Logitech Support

Crestron: Crestron Support
Poly: Poly Support
Yealink: Yealink Support

Third-party contact disclaimer

Microsoft provides third-party contact information to help you find technical support.
This contact information may change without notice. Microsoft does not guarantee the
accuracy of this third-party contact information.

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Known issues with Teams Rooms on
Windows
Article • 11/08/2024 • Applies to: Microsoft Teams

Software issues
ﾉ Expand table

Issue Description Workaround

Teams Rooms The Teams Rooms console displays To fix this issue, use the Microsoft
app out of date the system config out of date error. Teams Rooms recovery tool.

Can't access On Teams Rooms devices that are Use one of the following workarounds
Windows running app version 3.1.98.0 or later to access Windows Settings:
Settings from the versions, any user account that has Select the Settings option from
desktop right- the Teams Rooms app installed can the Start menu.
click menu. access Windows Settings only by Uninstall the Teams Rooms app
using the Start menu. If you try to for the affected user. Locate the
access Windows Settings by using app on the Start menu, right-
another method, the Teams Rooms click it and select Uninstall.
app will open instead.

Teams Rooms A Teams Rooms device that is If your device has proxy settings set
device loses connected to a network, which for the LocalSystem user, transfer
internet requires a proxy can't connect to those settings to the system-wide
connectivity after the internet after installing a feature proxy settings that are set and
installing a update for Windows, including an maintained through Mobile Device
feature update upgrade to Windows 11. Management (MDM). Alternatively,
for Windows you can use the Set-WinInetProxy
This issue occurs if the proxy setting PowerShell cmdlet to configure the
for internet access on the affected system-wide proxy settings.
device is configured for the
LocalSystem instead of a system- When you use system-wide proxy
wide proxy. The Windows feature settings, they won't be affected when
update deletes the LocalSystem you install Windows feature updates
settings. This behavior is by design. on the device in future.

Test service plans IT Admins who assign user licenses No workaround is required. These
display in Teams in the Microsoft Teams admin service plans don't have any
Rooms Pro and center or in Microsoft Entra ID see capabilities and can be ignored. They'll
Teams Rooms the following test service plans in continue to display for the lifetime of
Basic licenses Teams Rooms Pro and Teams the two SKUs.
Rooms Basic licenses:
Teams Rooms Test 1
Issue Description Workaround

Teams Rooms Test 2

Xbox application In a Teams Rooms on Windows If you see the warning message, use
window appears device, when you select Room the following steps to work around the
on a Teams Controls on the console, an Xbox issue:
Rooms device. app window appears. In some cases,
this window is followed by a pop-up 1. In the Teams Rooms device
window that displays the following console, select More > Settings.
warning message: 2. Select Windows Settings.
3. Sign in as an administrator.
In some cases, this window is 4. Search for and select Microsoft
followed by a pop-up window that Store.
displays the following warning 5. Select Library in the navigation
message: menu.
6. Select Get updates.
Gaming Services required 7. After all the applications,
including the Xbox app finish
The Xbox app is included as part of updating, restart the Teams
Windows but should not start Rooms device.
automatically.

If you don't see a warning message,

use the following steps to prevent the
Xbox app from starting automatically:

1. In the Xbox app window that

appears, select Sign in >
Settings in the menu.
2. Select General.
3. Uncheck the Automatically
launch app at startup option.
4. Close the Xbox app window.

Text in QR code In the home screen on Teams To fix the issue, update to version
displays outside Rooms on Windows devices that 5.1.24.0 of the Teams Rooms app.
the box. use Germany as the locale, the text
in the QR code box to join a
meeting overflows the boundary of
the box.

This issue is purely visual and

doesn't impact the functionality of
the QR code.

Teams Rooms The window of the Teams Rooms To fix the issue, update to version
app window app takes up only a part of the 5.1.24.0 of the Teams Rooms app.
Issue Description Workaround

doesn't fill the device console or Front of Room

screen on the display and doesn't resize to fill the
device console. screen.

This issue usually occurs in displays

that are disconnected in their Sleep
or Wake states.

Chat panel in You restart a Teams Rooms on To fix the issue, update to version
Gallery view is Windows device and join a meeting. 5.2.115.0 of the Teams Rooms app.
blank. However you see that the chat
panel in Gallery view is empty.

This issue occurs only with the first

meeting that you join after
restarting your device. Subsequent
meetings are not affected.

The onscreen The onscreen keyboard on the To fix the issue, update to version
keyboard on a touch console in a Teams Rooms for 5.2.115.0 of the Teams Rooms app.
touch console Windows device either doesn't work
device is missing or doesn't appear.
or not
responsive. Because of this issue, you're unable
to perform the following actions:

Enter text to call another user.

Add a user to a meeting.
Enter a username and
password to access the
Settings menu.

Teams Rooms You update the Teams Rooms app Use one of the following workarounds
device console on your Teams Rooms for Windows as appropriate for your scenario.
displays an error device to version 5.2.115.0. As soon
message after as the update is installed, the device Edge WebView2 Runtime missing
updating the console displays the following error
Teams Rooms message: If the Edge WebView2 Runtime is not
app to 5.2.115.0. installed, use the following steps to
Teams is experiencing an error. install it:

Even after restarting the device, the 1. On the Teams Rooms device
Teams Rooms app doesn't start. console, select More > Settings.
2. Select Windows Settings.
In this scenario, the error message 3. Sign in as an administrator.
displays for one of the following 4. Open Microsoft Edge and
reasons: navigate to the download page
for Edge Webview2 Runtime.
Issue Description Workaround

The settings on the Teams 5. Select "x64" in the Evergreen

Rooms device have been Standalone Installer option to
modified to prevent Edge download the installer.
WebView2 Runtime from 6. Browse to the downloaded
being installed. The installer file, then right-click and
WebView2 control is required select Run as administrator.
for the Teams Rooms app to 7. After WebView2 Runtime is
function. installed, restart the Teams
The local Skype user account Rooms device.
on the Teams Rooms device
has been renamed, disabled
and replaced with either a Skype account modified
different account or an
AD/Microsoft Entra ID If you modify the local Skype user
account. account on the Teams Rooms device,
Security policies that're the device breaks. Because
applied to the Teams Rooms modifications to the Skype user
device are blocking the Skype account are not supported, the Teams
user account from installing Rooms device must be reset with the
MSIX files. factory recovery media.

After the reset, the Skype user account

Note: There are other scenarios must be left in its default state to
when this error message might ensure that the Teams Rooms app
appear. However the information functions correctly.
provided in this document is Security policies blocking MSIX
specific to Teams Rooms devices installation
that were working as expected until
the Teams Rooms app was updated When you update to version 5.2 of the
to version 5.2.115.0. Teams Rooms app, there is no
provision to fall back to an older
version of the app. So if a security
policy blocks non-admin users such as
the Skype user account from installing
MSIX files, the new Teams Rooms app
will fail to launch. You need to update
your security policies to resolve the
issue.

Resource Some Teams Rooms resource To work around the issue, use the
accounts not accounts which are assigned the following steps:
getting real-time Microsoft Teams Rooms Pro service
alerts about plan are not sent the expected real- 1. Navigate to the Microsoft 365
audio & video time alerts when the audio or video admin center.
quality. quality is poor. 2. Remove the Teams Rooms Pro
license from the Teams Rooms
When you check the Microsoft resource account.
Teams admin center, the status of 3. Save the updated settings.
Issue Description Workaround

these accounts is displayed as 4. Reassign the Teams Rooms Pro

Pending provisioning. license to the Teams Rooms
resource account.
When you try to add the Teams 5. Save the updated settings.
Rooms Pro licensed account to the
Real-Time Analytics policy in the
Microsoft Teams admin center, you
get the following error message:
Audio monitoring is available only
for users who have Teams Premium
or a Teams Rooms Pro license. Visit
the Microsoft 365 admin center to
upgrade licenses.

Hardware issues
ﾉ Expand table

Issue Description Workaround

During a Coordinated For a trusted device such as a Surface Hub Turn off proximity join
meeting, when the or Teams Rooms device that is set up to and room remote
meeting volume is automatically join a Coordinated meeting capabilities on the
changed by using a room when the primary device joins, the speaker trusted devices that
remote, the speaker on a turns on when a room remote is used to automatically join a
Surface Hub or Teams change the meeting volume. This issue Coordinated meeting.
Rooms device turns on. occurs even though the audio settings on
the device are turned off, and whether
they're enabled or disabled.

Limitations
Teams Rooms doesn't support High-Bandwidth Digital Content Protection (HDCP)
input. Using HDCP input might cause issues that affect High-Definition Multimedia
Interface (HDMI) ingest functionality, such as video and audio. To avoid these
issues, make sure that the HDCP options are turned off for switches that are
connected to Teams Rooms.

When you use the Call app on a Teams Rooms device to dial the toll number or
conference ID for a Teams meeting, the conference bridge triggers multiple call
flows. Because the Teams Rooms app is designed to support only one active call at
a time, the call fails.
 Instead of using the Call app, join the meeting by using the Join with an ID option
and entering the meeting ID.

If you're in a call with another user who is on a Teams Rooms device, you can't
transfer the call. This is because the Teams Rooms app is designed to support only
one call at a time.

If your organization has configured policies to block legacy authentication for the
Teams Rooms app, then Teams Rooms on Windows devices, can't join Teams
meetings.

Support for third-party Teams devices

For issues with Teams devices offered by third-party providers, contact their individual
sites for support:

Logitech: Logitech Support

Crestron: Crestron Support
Poly: Poly Support
Yealink: Yealink Support

Third-party contact disclaimer

Microsoft provides third-party contact information to help you find technical support.
This contact information may change without notice. Microsoft does not guarantee the
accuracy of this third-party contact information.

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On-screen keyboard size is reduced on
some Teams Rooms devices
Article • 10/30/2023 • Applies to: Microsoft Teams

Symptoms
After you upgrade to Windows 11, the on-screen keyboard is reduced to a smaller size
on the following Microsoft Teams Rooms devices that have touch consoles:

Crestron Mercury
Crestron Mercury Mini
Yealink MTouch II

Cause
Design changes in Windows 11 limit the height of on-screen keyboards to no more than
half the height of the screen. Therefore, the default size of the on-screen keyboard on
the listed Teams Rooms devices might be reduced.

Workaround
To increase the size of the on-screen keyboard on these devices, switch the Teams
Rooms app to Admin mode, and then follow these steps:

1. Select Start > Settings.

2. Navigate to the Personalization tab.

3. Expand the Text input section.

4. Expand the Touch keyboard section, and then select the Open keyboard button.

5. Adjust the Keyboard size slider to your preference.

6. Open an elevated PowerShell Command Prompt window, and then run the
following command to copy the updated setting for the keyboard size to the Skype
user account:

PowerShell
 powershell -ExecutionPolicy unrestricted
c:\rigel\x64\scripts\provisioning\ScriptLaunch.ps1
ApplyCurrentDisplayScaling.ps1

Restart the device, and then verify that the keyboard size in the Teams Rooms app
matches the updated setting.

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Teams Rooms app doesn't start
automatically after a Windows update
Article • 10/30/2023 • Applies to: Microsoft Teams

Symptoms
After Windows updates are installed on a Teams Rooms device and the system restarts,
the Microsoft Teams Rooms app doesn't start automatically.

Cause
The issue occurs because Windows Update installs an unsupported version of Windows
on the device.

Resolution
To fix this issue, follow these steps:

1. Switch to admin mode, open an elevated Command Prompt window, and then run
the following PowerShell command to collect logs:

PowerShell

powershell -ExecutionPolicy unrestricted

c:\rigel\x64\scripts\provisioning\ScriptLaunch.ps1 CollectSrsV2Logs.ps1

2. Locate the .zip log file in C:\rigel that has a filename that resembles SRSv2-<Device
Name>-<DateTime>.zip.

3. Open the .zip file, and then locate and open the MSInfo32.txt file.

4. Compare the OS Name and Version values with the versions of Windows 10 that
support Teams Rooms to verify that an unsupported version of Windows is
installed.

5. Use the Microsoft Teams Rooms recovery tool to restore the device to a supported
state. You can use the recovery tool only on supported devices.

７ Note
 If any update policies are still applied to the device after you run the recovery
tool, the issue might recur when the device restarts unexpectedly because the
update policies force the device to reinstall the problematic update. To
prevent this, it's important to review and modify the update policies after the
recovery process. For more information about how to manage Windows
updates for Teams Rooms devices by using Group Policy, Intune, or
Configuration Manager, see Manage Windows Updates and Windows 10
release support. Alternatively, consider excluding these devices from your
Windows Update management.

More information
To check whether Windows updates are being applied to Teams Rooms devices, use the
logs that are generated by the tool that's used to manage Windows updates in your
organization. For more information about Windows Update log files and how to
troubleshoot Windows Update issues, see the following articles:

Windows Update log files

About log files in Configuration Manager
Collect diagnostics from a Windows device
Windows Update issues troubleshooting

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Teams Rooms devices can't fetch
calendar from Exchange Online
Article • 10/30/2023 • Applies to: Microsoft Teams

Symptoms
After you sign in to a Microsoft Teams Rooms device, the following error message is
displayed:

Cannot fetch calendar

And the following error is logged in the sign-in logs in Microsoft Entra ID:

Output

“requestId": "<request ID>",

"userDisplayName": "[email protected]
"userPrincipalName": " [email protected] ",
"userId": "<user ID>",
"appId": "<app ID>",
"appDisplayName": "Office 365 Exchange Online",
"ipAddress": "<IP address>",
"clientAppUsed": "AutoDiscover",
"userAgent": "MicrosoftTeamsRoom/<version>",
"correlationId": <correlation ID>",
"conditionalAccessStatus": "failure",
status": {
"errorCode": 53003,
"failureReason": "Access has been blocked by Conditional Access
policies. The access policy does not allow token issuance.",
"additionalDetails": "If this is unexpected, see the conditional access
policy that applied to this request in the Azure Portal."
}

Cause
This issue occurs if modern authentication isn't enabled for Teams Rooms, and your
organization uses a Conditional Access policy to block basic authentication.
To find out which Conditional Access policy is applied, review the Microsoft Entra sign-in
events.

Resolution
To fix the issue, enable the client-side setting for modern authentication on Teams
Rooms:

1. In Teams Rooms, select the More (...) button.

2. Select Settings, and then enter the username and password for the device
administrator.
3. On the Account tab, turn on the Modern Authentication switch, and then select
Save and exit.

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Get support for Microsoft Teams Rooms
Pro Management
Article • 12/14/2023 • Applies to: Microsoft Teams

When you experience issues in the Microsoft Teams Rooms Pro Management portal ,
you can contact Microsoft Support for assistance. This article describes how to create a
support request and collect the required information and logs.

Collect required information

To reduce the time that's needed to gather information when you open a support
request for Microsoft or a Microsoft OEM partner, we recommend that you collect the
following information.

７ Note

This might not be a complete list of the information that will be requested.
However, it includes the most common items.

Specify whether the issue affects a Teams Rooms device (Teams Rooms on
Windows or Teams Rooms on Android), or the Teams Rooms Pro Management
portal.
Information required for all issues:
Steps to reproduce the issue. If it's a Teams Rooms issue, include a video, if
possible.
The time, date, and time zone of the most recent occurrence of the issue.
If the issue recurs, the recurrence rate.
Error messages that are generated when the issue occurs. If possible, include
the message text or screenshots of any message windows that are related to the
issue.
If available, the Teams Rooms Pro Management support case number.
Additional information for Teams Rooms issues:
Steps already tried from the referenced troubleshooting guide.
Logs that have been collected. You can collect logs in the Teams Rooms Pro
Management portal or locally by using PowerShell.
Active signals in Teams Rooms Pro Management portal.
Whether the issue affects all devices, some devices, or only a single device.
 The following system information that can be found on the Settings tab in the
Teams Rooms Pro Management portal:
Windows version
The Teams Rooms app version
Device model and manufacturer
Attached peripherals
Number of displays
Room account information:
Account UPN
Room name
Additional information for calling or meeting issues:
Meeting link for the affected meeting
PSTN number, if the issue involves a PSTN call.
Caller and callee UPN, if the issue involves a One-to-One call.

Collect logs

Collect logs in the Teams Rooms Pro Management portal

Windows-based Teams Rooms devices

1. Go to the room pane of the room that you want to collect logs for, and select the
Actions tab.

2. Select the Log Collection action, and select Run.

3. Select all relevant logs you want to collect, enter the reason for collecting the logs,
and then select Run.
 Note: This operation may take several minutes. To monitor progress, select the
Activity tab.

4. After the operation is completed, you can find the log file on the Activity tab.

5. Select the download icon to download the LogCollection*.zip file.

Other Teams Rooms devices

1. Go to the room pane of the room that you want to collect logs for, and select
Collect logs.

2. In the Collect logs window, select Run.

3. Select Ok. It can take five to ten minutes to upload the logs, depending on the
room's local internet bandwidth.

4. After the upload finishes, you can find the file on the Activity tab. If necessary,
select Refresh to check the status.

5. Select the download icon to download the logs.

Collect logs on the Teams Rooms device
1. Sign in to the device by using the Admin account.

2. Run the following command in an elevated Command Prompt window:

Console

powershell -ExecutionPolicy unrestricted

c:\rigel\x64\scripts\provisioning\ScriptLaunch.ps1 CollectSrsV2Logs.ps1

Note: The logs are saved as a .zip file under c:\rigel.

Create a support request

７ Note

You can also get support directly from the OEM for OEM peripheral or device
issues. Usually, the following signals are related to OEM peripheral or device issues:

Camera
Display
Microphone
Speaker

To create a support request, follow these steps:

1. Go to the Microsoft 365 admin center . At the bottom-right side of the page,
select Help & support. Or, go to the Microsoft Teams admin center . At the
bottom-right side of the page, select Need help.

2. In the Tell us your problem text box, enter Teams Rooms Portal, and then press
Enter.

3. Review the suggested topics. If the results aren't helpful, select Contact support.

4. In the Contact support pane, specify the following information:

Title: Enter "MTR Pro –" followed by the signal that's reported in the Teams
Rooms Pro Management portal, such as Meeting app. Or, enter "MTR Pro –
other" if no signal is reported.
 Description: Enter the information that's listed in the Collect required
information section.
Confirm your contact number, email address, and preferred contact method.
Attachments: Select Add a file, and then upload the collected logs,
screenshots, and videos.
Complete the regional settings.

5. Select Contact me.

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Black or blank screen or no system
response in Teams Rooms
Article • 10/31/2023 • Applies to: Microsoft Teams

On a Microsoft Teams Rooms device, users experience one or more of the following
issues:

Some or all displays (including the Front of Room displays and the touchscreen
console) show a black or blank screen.
The touchscreen console displays content, but the system doesn't respond.

A specific display shows a black or blank screen

This issue occurs if the display isn't detected by the Teams Rooms device. To fix the
issue, follow the instructions in The Display status is Unhealthy.

All displays and the touchscreen console show

a black or blank screen and don't respond
To identify and fix the issue, try the following methods in the given order. If one method
doesn't work, try the next method.

Check whether the device is offline or unmonitored

In the Microsoft Teams Rooms Pro Management portal , select the affected room
device, then check the status of the Offline and Monitored signal in the Connectivity
category.

If one or both signals appear as Unhealthy, follow the instructions in The Monitored or
Offline status is Unhealthy to identify common causes and fix the issue.

If the device is monitored, go to the next method.

Check whether the Teams Rooms app is running

Start an ad hoc meeting from another device that has Microsoft Teams installed, and
then add the affected room to the meeting. Check whether the call rings on the speaker
of the affected device:
 If the call rings, this means that the Teams Rooms app is still running, but it's not
visible in the existing viewport because of a window or display positioning issues.
In this case, follow these steps:

1. Try to force a window repositioning by disconnecting and reconnecting the

cable of one of the displays.

Note Whenever a display is disconnected or connected, the image of the

Teams logo will be shown on all existing displays while the Teams Rooms app
is repositioning all windows in the background.

2. If the issue persists, try to power cycle the device, see if the system recovers
after a restart.

3. If the issue repeats multiple times, contact Microsoft Support.

If the call doesn't ring, check whether the Teams Rooms app starts correctly. For
more information, see The Meeting app status is Unhealthy. If the issue persists, go
to the next method.

Check whether the core Windows components are

functioning correctly
Attach a USB keyboard to the device. Press the Windows logo key five times in quick
succession to see whether this opens the Windows logon screen.

If the Windows logon screen doesn't open, it means that some core Windows
components aren't functioning.

1. To check whether this is a transient Windows failure, power cycle the device.
See if the system recovers after a restart.
2. If the issue repeats multiple times but affects only a specific device, there
might be inconsistencies or corruption in the core Windows components or
drivers on that device. In this case, consider reimaging the compute module,
as described in the OEM documentation.
3. If the issue persists after reimaging, or if it's observed on multiple devices,
contact Microsoft Support.

If the Windows logon screen does open, the Skype sign-in session will become
disconnected but remain signed in, and all existing processes will continue to run.
For further diagnosis, check whether the Teams Rooms app processes are running
correctly:

1. Sign in to the device as the Admin user.

 2. Open Task Manager, and then select the Details tab.

3. Check the User name column of the following processes:

Microsoft.SkypeRoomSystem.exe
DesktopAPIService.exe
Teams.exe (multiple)

If the value is Skype, it means that the Teams Rooms app might be frozen in
an unexpected state.

4. Open Event Viewer, and select Windows Logs > Application. Check for any
Critical or Error events from the following sources in the last 24 hours that
indicate that one of the processes that's listed in step 3 stopped responding:
Application Error
Windows Error Reporting

5. Regardless of whether the Teams Rooms app processes are still running but
unresponsive, or have crashed, restart the device to determine whether this is
a transient failure of the app or of the app that interacts with Windows
components. Check whether the system recovers.

6. If the issue repeats multiple times but affects only a specific device, there
might be inconsistencies or corruption in the core Windows components or
the Teams Rooms app. In this case, consider reimaging the compute module,
as described in the OEM documentation.

7. If the issue persists after reimaging or is observed on multiple devices,

contact Microsoft Support.

The display shows the idle screen of the Teams

Rooms app, but doesn't respond after waking
up
This issue usually occurs during the first use of the day after a nightly restart.

If the current time shown on the display is frozen (showing the time when it
becomes unresponsive), and a consumer TV is used as the display, the issue might
be caused by one or more of the following reasons:
Inconsistent implementation of standby modes
Active video source selection
Incorrect EDID information that's communicated to the Teams Rooms device
 This behavior is expected if a consumer TV is used as the Front of Room display.
For more information, see Known issues in Teams Rooms.

If the current time that's shown on the display isn't frozen, check whether only the
touchscreen input is affected.

To verify this situation, attach a USB keyboard to the Teams Rooms device, and
then press the Tab key to navigate through the menu of the Teams Rooms app. If
the app responds to keyboard input, it means that the app isn't frozen. To restore
the functionality, consider power cycling the console, or restart the Teams Rooms
device.

If this touchscreen input issue occurs frequently on a specific console that's

connected through a USB port or extenders, try reseating the USB connectors on
the compute module and the console. Or, consider replacing the cable or the
console to determine whether the issue still occurs.

The touchscreen console turns black or blank

for several minutes
In this situation, check the System event log for the following events that occurred
shortly before the issue occurred:

Event ID: 4
Source: Microsoft-Windows-WindowsUpdateClient

Some console manufacturers provide firmware updates through Windows Update.

When updates are deployed, the console turns black or blank while the firmware is
being updated. This process might take several minutes to finish. After a successful
firmware update, the functionality of the touchscreen console automatically returns to
normal.

） Important

Refer to the OEM documentation for more information about the firmware
installation experience, such as the following information:

The maximum expected time to deploy a firmware update on the console

Any other recommendations, such as not disconnecting the cable or powering
off the device
Some OEM touchscreen consoles include a factory reset button that can be operated
through a pinhole. This button lets you restore the device functionality in unexpected
circumstances, such as a transient failure that occurs when you install firmware.

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The Bluetooth disabled status is
Unhealthy
Article • 10/31/2023 • Applies to: Microsoft Teams

Symptoms
In the Microsoft Teams Rooms Pro Management portal , the Bluetooth disabled signal
of a Microsoft Teams Rooms device is shown as Unhealthy, and the incident severity
value is shown as Warning. Additionally, users might experience the following issue:

When Bluetooth is disabled on the Teams Rooms device at the operating system (OS)
level, the proximity feature that facilitates the discovery and addition of nearby Teams
Rooms to a meeting might be affected.

７ Note

Incidents that are classified as Warning don't affect the health status that's
reported for a device.

Cause
This issue occurs if Bluetooth is turned off in Windows settings on the Teams Rooms
device.

If Bluetooth has to be disabled, we recommend that you disable it within the Teams
Rooms app instead to avoid triggering this event.

Resolution
To fix this issue, turn on Bluetooth in Windows settings , as follows:

1. Select Start > Settings > Bluetooth & devices.

2. On the Bluetooth & devices page, turn on Bluetooth.

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The Camera status is Unhealthy
Article • 10/30/2023 • Applies to: Microsoft Teams

Symptoms
In the Microsoft Teams Rooms Pro Management portal , one or more of the following
signals of a Microsoft Teams Rooms device are shown as Unhealthy:

Room Camera
Default Room Camera
Content Camera

Users might also experience the following issues during a Teams meeting:

The camera icon on the room console is unavailable.

The video of in-room participants is unavailable to remote participants.
The tile that shows a preview of the room's camera isn't presented in the Front of
Room display.

Cause
The Room Camera signal sends an alert if Teams Rooms reports that no room
camera is available. If the configured default room camera isn't available, but
another camera is available, an alert isn't sent.

７ Note

The Room Camera signal reports the status of the video camera for in-room
participants. The report doesn't include the status of the content camera. If a
connected camera is configured as a content camera, it can't be used as a
room camera.

The Default Room Camera signal sends an alert if the configured default room
camera isn't available, but another camera is available. The incident severity value
is shown as Warning.

） Important
 When you replace the default room camera, this signal will send an alert, even
if you use the same make and model. Cameras are tracked by their hardware
ID. The ID is unique to a specific camera when enumerated by Windows. In
this case, reselect and save the default camera in the Teams Rooms app
settings after you replace it.

The Content Camera signal sends an alert if the configured content camera isn't
available.

７ Note

Some certified cameras can be used as room cameras or content cameras.

Therefore, in order to act as a content camera and send alerts, the camera
must be configured in the Teams Rooms app settings.

Resolution
Camera issues can occur for different reasons. To fix common issues that affect the
camera, try the following options.

Make sure the camera is powered on and connected

Verify that the camera and the Teams Rooms device are securely connected.
If the camera requires an external power supply, make sure that the power supply
is connected.

Check the camera configuration

Check whether the camera is mistakenly configured as a content camera. A content
camera is used to stream a traditional whiteboard into meetings. In this case, set content
camera to none in Teams Rooms app settings.

If you use an all-in-one video bar, reset the bar

All-in-one video bars use only one USB cable to connect to the Teams Rooms device. In
this case, reset the power of the device. Some bars might have a reset button.

If the issue persists, contact your peripheral manufacturer to troubleshoot any hardware
or firmware issues.
Check firmware issues
Try the following methods:

If the peripheral device was recently updated, the firmware update might not be
completed. In this situation, the device is in an unusable state. Try to reset the
power of the device. Some devices might have a reset button.
Contact your peripheral manufacturer to verify that the device is running the latest
firmware version. Or, work with the manufacturer to fix any known issues.

Check for issues in USB extenders and USB cables

If possible, avoid using USB extenders for audio and video equipment. If you must use a
USB extender, use one that's supported by the peripheral device and meets the device
requirements, such as length and USB specification. For more information, contact your
peripheral manufacturer.

If the camera doesn't use a USB extender, verify that the USB cable is securely
connected and meets the specifications of the camera. Replace the cable if necessary.

Check the power supply

Many cameras require external power supplies. In this case, make sure that the power
supply is connected.

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The CPU performance limited status is
Unhealthy
Article • 10/31/2023 • Applies to: Microsoft Teams

Symptoms
In the Microsoft Teams Rooms Pro Management portal , the CPU performance limited
signal of a Microsoft Teams Rooms device is shown as Unhealthy, and the incident
severity value is shown as Warning.

７ Note

Incidents that are classified as Warning don't affect the health status that's
reported for a device.

Cause
This issue occurs if the following power setting on the Teams Rooms device is set to a
value that's less than 100 percent:

Power Options > Advanced settings > Processor power management > Maximum
processor state > Plugged in

Every Teams Rooms device includes a Windows configuration that specifies whether to
limit the processor's maximum performance state. By default, this setting is set to 100%.
This means that no limit is applied. However, the setting might sometimes be changed
by your organization in one of the following ways:

Through Group Policy Objects (GPO)

Through Mobile Device Management (MDM) policies
Manually by administrators

If this setting is set to a value that's less than 100 percent, it might affect overall
processor performance during peak hours and also affect the ability of Teams Rooms to
handle the full processing load. In this case, the Teams Rooms Pro agent detects and
reports the status of CPU performance limited as Unhealthy.

Resolution
Microsoft Teams Rooms Pro performs an automatic remediation to fix this issue.
However, if the issue persists or reoccurs, we recommend that you check whether any
GPO or MDM policies are defined to change power plan settings. In these cases, use
one of the following options:

Use the Suppress ticket functionality to silence any notification about the CPU
performance limited signal.
If your organization uses GPO, MDM policies, or other management tools such as
Configuration Manager for enterprise power plan management, make sure that the
power setting isn't changed to a value that's less than 100 percent.

Additionally, use one of the following methods to set the value to 100 percent,
depending on how the Teams Rooms device is configured.

Method 1: Use a Command Prompt window

Run the following command at a command prompt:

Console

powercfg /SETACVALUEINDEX SCHEME_CURRENT 54533251-82be-4824-96c1-

47b60b740d00 bc5038f7-23e0-4960-96da-33abaf5935ec 100

Method 2: Use the Control Panel

1. Select Start, enter edit power plan in the Search box, and then select Edit power
plan from the results.
2. On the Change settings for the plan page, select Change advanced power
settings.
3. Expand Processor power management > Maximum processor state.
4. Set the Plugged in setting to 100%, select Apply, and then select OK to save the
change.

Method 3: Use Microsoft Intune to deploy a PowerShell

script to devices
1. Save the following command as MPState.ps1:

PowerShell

powercfg /SETACVALUEINDEX SCHEME_CURRENT 54533251-82be-4824-96c1-

 47b60b740d00 bc5038f7-23e0-4960-96da-33abaf5935ec 100

2. Create a script policy (add the script to script settings), and assign the policy to
groups.

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The Default Credentials status is
Unhealthy
Article • 10/30/2023 • Applies to: Microsoft Teams

Symptoms
In the Microsoft Teams Rooms Pro Management portal , the Default Credentials signal
of a Microsoft Teams Rooms device is shown as Unhealthy, and the incident severity
value is shown as Warning.

７ Note

Incidents that are classified as Warning don't affect the health status that's
reported for a device.

Cause
Every new Teams Rooms device includes a local administrator account that named
Admin that has a well-known default password. If the default password remains the
same after the device is set up, this creates a security breach because anyone who
knows the default password can modify the device. In this case, the Teams Rooms Pro
agent detects and reports the Default Credentials status as Unhealthy.

７ Note

The Teams Rooms Pro agent performs a test on the device with these well-known
credentials whenever any of the following key elements of the local Admin user
change:

Name (username)
Enabled
PsswordLastSet

Resolution
To fix this issue, change the password of the built-in Admin account. You can also set up
an alternative local administrator account or import domain accounts into the local
Windows Administrator group.

７ Note

As a best practice, organizations should define policies to govern administrative

access of Teams Rooms devices and password configuration as necessary. For more
information, see Teams Rooms account security.

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The Disk Space status is Unhealthy
Article • 10/30/2023 • Applies to: Microsoft Teams

Symptoms
In the Microsoft Teams Rooms Pro Management portal , the Disk Space signal of a
Microsoft Teams Rooms device is shown as Unhealthy.

Depending on the amount of disk space available, you may experience slowness, an
inability to download files, an update failure, an unresponsive system, and so on.
Typically, the amount of available disk space is exhausted after you install a Windows
feature update.

This signal is flagged as Unhealthy when the free disk space on the system drive (usually
C:) drops below 18 percent and is less than 15 GB.

Remediation by Teams Rooms Pro

When low disk space is reported, Teams Rooms Pro performs a remediation to free up
folder space that's known to grow and isn't critical to Teams Rooms functionality.
Remediation is triggered after several hours to prevent any disruption to active
meetings. The following actions are taken:

Temporary, cache, download, and old log files are deleted from all user folders.
Backups of the SoftwareDistribution folder that were created by Windows Update
repairs are removed.
If the device is out of the defined Windows version rollback period, the C:\ESD
folder is deleted.
All application directories except the last two previous version application
directories of the Teams Rooms Pro agents are deleted.
TMP files that are older than 10 days that are generated by the Teams Rooms app
desktop API service are deleted.
All users recycle bins are emptied.
Hibernation is disabled.
Page file management is set to system management.
If any event log is larger than 20 MB, the maximum event log size is set to 20 MB.
If any event log is larger than 100 MB and the amount of free space is less than 10
percent, the event log is cleared.
If the amount of free disk space is greater than 5 percent and the WinSxS folder is
less than 25 GB, the built-in StartComponentCleanup task is run. Or DISM
 /StartComponentCleanup is run to reduce the size of the WinSxS folder.

If Volume Shadow Copy (VSS) snapshots consume more than 5 percent of the total
disk space, shadow storage is set to a maximum of 5 percent.
Disk Cleanup is used to remove unnecessary files.

７ Note

Remediation automation waits up to five minutes until Windows Disk Cleanup

completes all tasks. The task can free up a lot of disk space after the remediation
process finishes and posts results to the portal.

Remediation result
After remediation is completed, you'll see one of the following results:

Remediated

When the remediation is considered successful, the device will have more
headroom than the trigger thresholds and will report the overall results to the
portal. The results will state the previous total disk space and the new total disk
space. The Disk Space signal will be flagged as Healthy shortly after remediation
result is available.

Additional action required

If the remediation doesn't free enough space to relieve the thresholds, another
task is run to collect a recursive list of folder sizes. The largest folders are posted to
the portal in a list so that you can take further action to free up enough space to
fix the issue and flag the signal as Healthy.

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The Front of Room status is Unhealthy
Article • 10/30/2023 • Applies to: Microsoft Teams

Symptoms
In the Microsoft Teams Rooms Pro Management portal , the Display - Front of Room
signal of a Microsoft Teams Rooms device is shown as Unhealthy, and users experience
one or more of the following issues:

One or more Front of Room displays show nothing or show a "No Signal" message.
The room console shows a warning banner at the top that indicates that a display
is disconnected.

Cause
This signal sends an alert if one or more Front of Room displays are no longer detected.
The count of available displays is checked against the dual display configuration in the
Microsoft Teams Rooms app. Although the consoles are displays, this signal filters out
the certified consoles and counts the remaining consoles as Front of Room displays. If
you use a non-certified console, this signal won't send an alert correctly.

７ Note

This signal should remain as Healthy even if Teams Rooms allows the displays to
sleep after 10 minutes (default value) of no activity.

Resolution
Display issues can occur for different reasons. To fix common issues, try the following
methods.

Check HDMI cable connections

Issues can occur if an HDMI cable is unplugged, faulty, or inconsistent. In this situation,
reseat the cable at both ends. If the issues persist, try to replace the cable.

Make sure the display is powered on

For most displays, this condition won't affect the display's health status. Whether it does
depends on the display's power state.

Verify that the display is powered on. We recommend that you do not leave the display
remote control in the room. If your building uses smart green power management, the
outlet that the display is plugged into might be turned off outside business hours.

Check for issues in HDMI extenders

Verify that the HDMI extenders are AV grade and suitable for enterprise or
professional use, and that you aren't extending them beyond their rated length.
Verify that the HDMI extender is working correctly. Replace each end as necessary.

Check video adapters

If possible, use the native HDMI output of your device. Otherwise, choose the most
stable option for your specific compute-and-display combination. You might have to try
various high-quality adapters to make the right choice. Avoid using video adapters that
don't meet industry standards.

Check for issues in EDID minders

If an EDID control or emulator device is used, it might be faulty or configured
incorrectly. Some HDMI extenders also emulate EDID. Verify that the EDID device is
working correctly. If possible, bypass the device as a test. If necessary, replace the EDID
device.

Other display issues that don't affect signal

health status
Users might report that the Front of Room displays remain off or in standby mode when
the room console wakes up as they enter the room or touch the console. In most cases,
this doesn't affect the display's health signal because the HDMI cable is still connected
from the compute module to the display.

In these situations, try the following methods:

Verify that the display power settings are configured correctly.

Investigate and test all power-related settings on the Front of Room displays. Each
display, manufacturer, and model can be different. Therefore, it might be necessary
 to field test various power settings. We recommend that you standardize the
display brand, model, and settings as much as possible. Many commercial displays
allow configuration profiles to be imported and exported through a USB flash
drive.

Check whether the display supports the "wake on signal" feature.

Most consumer TV sets, and even many commercial displays, don't automatically
wake up when the Teams Rooms device wakes up and sends a video signal. In
these cases, Consumer Electronics Control (CEC) must be supported on the display,
and additional hardware might be required to send these CEC signals. Some PCs
that are certified for use in Microsoft Teams Rooms include integrated CEC
support. For more information, contact your PC's OEM, and also see Front of Room
display settings.

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The HDMI ingest status is Unhealthy
Article • 10/30/2023 • Applies to: Microsoft Teams

Symptoms
In the Microsoft Teams Rooms Pro Management portal , the HDMI ingest signal of a
Microsoft Teams Rooms device is shown as Unhealthy, and you experience one or more
of the following issues:

You can't present content from an external source, such as a laptop, in the room
display or meeting through an HDMI input signal (HDMI ingest by using HDMI or
USB-C cables).
You can't complete the initial setup of a new Teams Rooms system, and the Setup
wizard returns the following error message:

Connect the room console to the dock.

The Teams Rooms device isn't listed in the Microsoft Teams admin center.

Additionally, Event ID 3001 is logged under Applications and Services Logs > Skype
Room System in Event Viewer. For example, the following event is logged:

{"Description":"Conference Microphone status : Healthy. Conference Speaker status :

Healthy. Default Speaker status : Healthy. Camera status : Healthy. Front of Room
Display status : Unhealthy. Motion Sensor status : Healthy. HDMI Ingest status :
Unhealthy. Content Camera status : Healthy.
","ResourceState":"Unhealthy","OperationName":"HardwareCheckEngine","Operation
Result":"Fail","OS":"Windows
10","OSVersion":"10.0.19044.1889","Alias":"[email protected]
","DisplayName":"Lenovo Hub 500 - Rally Plus -
2FoR","AppVersion":"4.13.132.0","IPv4Address":"1.2.3.4","IPv6Address":""}

Cause
The Microsoft Teams Room app checks whether one of the HDMI ingest modules that's
included in the certified Teams Rooms system is detected. It does this by using a set of
corresponding device peripheral VID/PID (Vendor ID + Product ID) as a reference.

These issues can occur for the following reasons:

 The HDMI input (ingest) for most Teams Rooms devices is located on the
touchscreen console. The console is connected to the compute module by using a
cable. Cable issues can cause a disconnection between the touchscreen console
and the compute module.
A small set of Teams Rooms device models have HDMI video input and ingest
functions that are supported directly from the compute module or by an additional
hardware module that isn't part of the touchscreen console. If this HDMI ingest
module is disconnected, you'll experience the issues that are listed in the
Symptoms section.
Issues that are caused by older versions of software or firmware.

Resolution
To fix the issue, follow these steps:

1. Find the OEM and model of the affected Teams Rooms device in the Microsoft
Teams Rooms Pro Management portal . To do this, locate and select the affected
device, select the Settings tab, and then select the Device submenu.

2. Refer to the OEM documentation to verify that a distinct module is used for HDMI
video input (ingest). If it is, go to step 4. Otherwise, go to step 3.

3. Check whether the touchscreen console is working correctly. For example, check
whether the Teams Rooms app content is displayed correctly and the touchscreen
responds to user input as expected. If both conditions are true, go to step 5.
Otherwise, refer to the OEM documentation for further troubleshooting, such as
the following steps:

Some consoles require external power. In this case, make sure that the power
supply is connected.
Some consoles use hybrid fiber or copper USB cables to connect to the
compute module. As for all fiber optic cables, these cables can be damaged
and cause intermittent disconnections. In this situation, replace the cable.

If the issue persists, go to step 5.

4. Refer to the OEM documentation to verify that the HDMI ingest module is in place
and configured correctly. Also, try the following options:

If cables are used to connect the HDMI ingest module, make sure that all
cables that are used are the original cables that came together with the
hardware module.
 Power off the compute unit, reseat the HDMI ingest module or the cables
that connect to it, and then power on the system.
For some Teams Rooms device models, the HDMI ingest module is integrated
within the compute module. If the HDMI ingest status is unhealthy, this
might be caused by a faulty module or a firmware issue. In this case, contact
your OEM for further troubleshooting.

If the issue persists, go to step 5.

5. Sign in to the Teams Rooms device as an administrator, open the Windows Update
setting, and then check for updates. Install the latest updates, if any are available. If
the issue persists, go to step 6.

6. Verify with your OEM that your Teams Rooms system has the recommended
firmware version installed.

More information
You can also experience these issues if the HDMI ingest cable that's connected to the
external video source is unplugged, faulty, or inconsistent, but the HDMI ingest status
isn't reported as Unhealthy. In this case, reseat the cable at both ends, including the
external device that's acting as a video source. and the HDMI video input port. If the
issues persist, try to replace the cable.

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The Meeting app status is Unhealthy
Article • 12/10/2023 • Applies to: Microsoft Teams

In the Microsoft Teams Rooms Pro Management portal , the Meeting app signal of a
Microsoft Teams Rooms device is shown as Unhealthy, and the incident severity value is
shown as Critical.

Users might also experience the following issues on the device.

The device doesn't sign in automatically

This issue can occur for different reasons:

The local Windows user account that's named Skype doesn't exist. In this situation,
the Teams Rooms app can't start or work correctly.
The Skype account isn't set as the default user of the device. In this situation,
Windows doesn't sign in automatically, and the Teams Rooms app doesn't start.
Automatic logon is disabled.
A password is set for the Skype account.

To troubleshoot this issue, follow these steps:

1. Sign in to the device by using the Admin account.

2. Run the following PowerShell command to check whether the Skype account
exists:

PowerShell

Get-LocalUser "Skype"

If this account doesn't exist, reimage the device as described in the OEM
documentation. Otherwise, go to step 3.

3. Open Registry Editor, locate the

HKEY_LOCAL_MACHINE\Software\Microsoft\windowsNT\CurrentVersion\Winlogon

subkey.

4. Verify the following values of the registry key:

DefaultUserName: If this value isn't set to Skype, set it to Skype.

 AutoAdminLogon: If this value is set to 0, automatic logon is disabled. In this
case, set this value to 1.

You can also set these values by running the following commands at an elevated
PowerShell prompt:

PowerShell

Set-ItemProperty -Path 'HKLM:\SOFTWARE\Microsoft\Windows

NT\CurrentVersion\Winlogon' -Name "DefaultUserName" -Value "Skype"
Set-ItemProperty -Path 'HKLM:\SOFTWARE\Microsoft\Windows
NT\CurrentVersion\Winlogon' -Name "AutoAdminLogon" -Value 1

If the issue persists, check for Group Policy or Mobile Device Management (MDM)
settings that override these values or prevent the expected behavior. For more
information, see gpresult (for Active Directory) or Generate & gather Windows 10
MDM client logs and diagnostics (for MDM).

5. Make sure that no password is set for the Skype account. To make Teams Rooms
work correctly, the Skype account shouldn't have a password. If a password is set,
remove it by running the following command at an elevated PowerShell prompt:

PowerShell

Set-LocalUser Skype -Password (new-object System.Security.SecureString)

If the issue persists, check for Group Policy or MDM settings that override this
value or prevent the expected behavior. For more information, see gpresult (for
Active Directory) or Generate & gather Windows 10 MDM client logs and
diagnostics (for MDM).

The device is signed in by using another

account
When another user is signed in to the device (for example, the Admin user is signed in
to do administrative tasks), the Meeting app signal is reported as Unhealthy.

To fix this issue, try these options:

Sign out the user so that the Skype account can sign in.
Restart the device.
If the Admin user has to run scheduled maintenance tasks within a specific time,
use the Suppress ticket functionality to silence any notification about the Meeting
 app signal.

The device displays a black or gray screen

This issue occurs in the following situations:

The SkypeRoomSystem.exe or DesktopAPIService.exe process isn't running or

crashes.
The device isn't running a supported edition of Windows. Microsoft Teams Rooms
requires the Windows IoT Enterprise or Windows Enterprise SKUs under the Global
Availability Channel servicing option. For more information, see Windows release
support.

To fix the issue, try these options:

Make sure that the device is running a supported edition of Windows. Otherwise,
reimage the device as described in the OEM documentation.
Restart the device. If the issue persists, reimage the device as described in the OEM
documentation.

The device displays an app error message, or

returns to the logon screen when you try to
start the Teams Rooms app
This issue can occur in the following situations:

There are multiple versions of Teams Rooms app installed on the device.
The Teams Rooms app needs remediation.
The device isn't running a supported edition of Windows. Microsoft Teams Rooms
requires the Windows IoT Enterprise or Windows Enterprise SKUs under the Global
Availability Channel servicing option. For more information, see Windows release
support.

To fix the issue, follow these steps:

1. Make sure that the device is running a supported edition of Windows. Otherwise,
reimage the device as described in the OEM documentation.

2. Run the following command at an elevated PowerShell prompt:

PowerShell
 (Get-AppxPackage "*SkypeRoomSystem*" -AllUsers).Count

If the result is greater than 1, run the following script to uninstall old versions and
keep only the latest version. Otherwise, go to step 3.

PowerShell

$apps = Get-AppxPackage "*SkypeRoomSystem*" -AllUsers | Sort-Object -

Property @{ Expression = {[Version] $_.Version} }

$greatestVersion = ($apps | Select-Object Last -1).Version

foreach ($app in $apps)

{
if ($app.Version -eq $greatestVersion) { continue }

try
{
Remove-AppxPackage -Package $app.PackageFullName -AllUsers
}
catch
{
Write-Output ("Failed to remove AppVersion {0} with the exception:
{1}" -f $app.version,$_)
}

If the issue persists, go to step 3.

3. Run the following command at an elevated PowerShell prompt:

PowerShell

Get-AppxPackage "*SkypeRoomSystem*" -AllUsers | Select-Object Version,

Status

If the status shows NeedsRemediation, take one of the following actions:

If the device is running the latest version of Teams Rooms app, reimage the
device.
Manually update the device to the latest version of the Teams Rooms app.

4. If the issue persists, reimage the device as described in the OEM documentation.

More information
The Teams Rooms app logs a heartbeat event to the Skype Room System Windows
event log every five minutes. The Teams Rooms Pro agent uses this information to check
the status of the app and other signals. If this heartbeat event isn't logged for some
time, this indicates that an issue is affecting the app, and the app isn't in a healthy state.

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The microphone or speaker status is
Unhealthy
Article • 10/30/2023 • Applies to: Microsoft Teams

Symptoms
In the Microsoft Teams Rooms Pro Management portal , one or more of the following
signals of a Microsoft Teams Rooms device are shown as Unhealthy:

Conferencing Microphone
Conferencing Speaker
Configured Default Speaker
Configured Conferencing Microphone
Configured Conferencing Speaker

Users experience one or more of the following issues:

Remote participants can't hear in-room participants.

In-room participants can't hear remote participants.
In-room participants can't hear the ringtone for incoming calls.
Audio from an HDMI ingest source, such as a laptop, can't be heard from room
speakers.

Cause
The Conferencing Speaker and Conferencing Microphone signals send an alert if Teams
Rooms reports that no speaker or microphone peripherals are available and in use. If the
configured default device isn't available, but another viable device is in use, an alert isn't
sent. However, in this case, a separate warning alert is sent.

７ Note

Because Teams falls back to any available speakers or microphones if the

configured device isn't available, Teams Rooms Pro filters out non-viable
devices, such as onboard headphone connectors and small speakers that are
found inside some certified consoles. If the non-viable devices are found to be
in use, these signals will still send an alert because the devices can't provide a
viable conferencing experience.
 If the Teams Rooms app is explicitly configured to use the speakers in a Front
of Room display (HDMI audio), the Conferencing Speaker signal will remain
Healthy. In this case, the Conference misconfiguration/default speaker signal
sends an alert. HDMI audio is disconnected when the display sleeps.
Otherwise, it would cause critical alerts to be turned on and off throughout
the day.

The Configured Default Speaker, Configured Conferencing Microphone, and

Configured Conferencing Speaker signals send an alert if Teams Rooms reports that the
configured default device isn't available, but another viable device is in use.

Resolution
Audio peripheral issues can occur for different reasons. To fix common issues, try the
following methods.

Make sure the power supply is connected

Most audio peripherals require external power beyond what's available through the USB
bus. In this situation, make sure that the power supply is connected and the peripheral is
turned on.

Check the USB cable connection

Issues can occur if the USB cable is unplugged, faulty, or inconsistent. In this situation,
reseat the cable at both ends. If the issue persists, try to replace the cable.

Check firmware issues

Try the following methods:

If the peripheral was updated recently, the firmware update might not be
completed. In this situation, the device is in an unusable state. Try to reset the
power for the device. Some devices might have a reset button.
Contact your peripheral manufacturer to verify that the device is running the latest
version of firmware. Or, work with the manufacturer to fix any known issues.

Check issues in USB extenders

If possible, avoid using USB extenders for audio and video equipment. If you must use a
USB extender, use one that's supported by the peripheral device and meets the device
requirements, such as length and USB specification. For more information, contact your
peripheral manufacturer.

More information
These signals are handled differently in the Microsoft Teams admin center and the
Teams Rooms Pro Management portal.

Microsoft Teams admin center: The portal reports the signal as Unhealthy in the
following situations:

The Teams Rooms app has a specific audio peripheral configured in Settings and
the peripheral is no longer available.
There is no audio peripheral available.

Teams Rooms Pro Management portal: If the configured audio peripheral isn't
available, the next available microphone or speaker is automatically selected. The portal
reports the signal as Unhealthy if no speaker or microphone is available.

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The Monitored or Offline status is Unhealthy
Article • 12/10/2023 • Applies to: Microsoft Teams

In the Microsoft Teams Rooms Pro Management portal , the Monitored or Offline signal of a
Microsoft Teams Rooms device is shown as Unhealthy.

If the Offline signal is unhealthy, the room system is completely deactivated. If the system was
powered on, the system might stop responding and generate a stop error during startup. In
other cases, the console works correctly, but a message in a purple window might appear on the
console and indicate that the system has no network connection.
If the Monitored signal is unhealthy, the Teams Rooms functionality might still work correctly.

If a device is unmonitored or offline, the Teams Rooms Pro Management portal can't report the health
of the device or notify you of unhealthy signals. Additionally, the following issues might occur:

Scheduled updates won't be installed.

Automatic remediation won't be scheduled to be run.
Remote tasks, such as collecting logs and restarting the device, will fail.

Resolve unmonitored status

Run the Teams Rooms Pro agent test tool

If the Monitored signal is Unhealthy, you can use the Teams Rooms Pro agent test tool to diagnose
common causes:

1. Switch to Admin mode.

2. Open the Microsoft Edge browser, enter https://aka.ms/mtrp/agenttesttoolv2 , and then

download the Microsoft Teams Rooms Pro agent test tool MTRProAgentCheckv2.zip file.

７ Note

If you can't download directly from the device because of network access restrictions, use
another device to download the file, and then copy the file to the affected device by using a
USB drive.

3. Open the .zip file, and then double-click or tap the MTRPro.AgentTestTool.exe executable. When
you're prompted to extract the file, select Run to execute it directly.

4. On the User Account Control dialog, select Yes to continue.

After the agent test tool completes, a brief summary of the tool's results is displayed in the
PowerShell console. Press ENTER to continue, and the following information is available:

A detailed report (in HTML format) of the tests that are performed and their results.
 A .zip file containing additional details and logs is generated in the
C:\Rigel\MTRProAgentTestTool directory. This .zip file contains additional information that's
required by Microsoft Support during investigation.

Check whether TPM is enabled

The Teams Rooms Pro agent relies on Trusted Platform Module (TPM) to uniquely identify a device.
TPM must be enabled to enroll a device into Teams Rooms Pro Management. If TPM is disabled after
the device is enrolled, the device might become unmonitored at some point (usually after several
days).

To check the current status of TPM, run the following command in an elevated PowerShell window on
the device:

PowerShell

Get-Tpm | Select-Object TpmPresent,TpmReady,TpmEnabled,TpmActivated

If the command returns an error message, or if the value of the TpmPresent or TpmReady property is
false, enable TPM on the device . Refer to the OEM documentation, as necessary.

Check whether the Teams Rooms Pro agent is installed

The Teams Rooms Pro agent (also known as Microsoft Managed Rooms or MMR agent) includes
monitoring software that has to be installed on a Teams Rooms device through an MSI executable .
For more information about single or bulk installation options of the agent, see Enroll a Teams Room
device into Pro Management.

After the agent is installed, go to Settings > Apps > Apps & features, and verify that Microsoft
Managed Rooms is listed under App list.

７ Note

The agent might be removed by certain maintenance processes, such as manual uninstallation,
device reset, or reimage.

Check whether the Teams Rooms Pro agent is running

To work correctly, the Teams Rooms Pro agent relies on the following scheduled tasks:

ManagedRoomsLauncher : This task makes sure that the agent (ServicePortalAgent.exe) is started

when Windows starts.

ManagedRoomsUpdater : This task makes sure that the agent is self-updated to the latest available

version.

If either of these tasks is missing or disabled, the agent won't function correctly.
Open Task Scheduler, and verify that both tasks are listed and enabled. If either task is missing,
uninstall the Microsoft Managed Rooms app, and then download and reinstall the agent.

Check whether the device is listed in the Teams Rooms Pro

Management portal
The Teams Rooms Pro agent uses the Teams sign-in information of the Teams Rooms app to handle
the initial onboarding process. To successfully onboard a device to the Teams Rooms Pro
Management portal, the Teams Rooms app must be signed in to Teams successfully.

If the agent (ServicePortalAgent.exe) is running correctly, check whether Teams sign-in fails. If so, fix
Teams Rooms resource account sign-in issues.

Check connection to the Teams Rooms Pro Management

endpoints
Make sure that connections to the required IPs and URLs aren't blocked.

Make sure that URLs required for Teams Rooms Pro Management communication are allowed.

If your network setup doesn't require a web proxy to connect to the internet, make sure that all
hostnames of URLs that are used by the Teams Rooms Pro agent can be resolved by the DNS
servers that are used by the Teams Rooms device. Also, make sure that remote port 443 for all
hostnames is open for communication and not blocked by firewalls.

To check DNS resolution issues and TCP port connectivity, use the Test-NetConnection
PowerShell cmdlet. For example:

PowerShell

Test-NetConnection -ComputerName mmrprodnoamiot.azure-devices.net -Port 443

If the DNS server can't resolve the IP address of the remote hostname, a warning message is
returned.
In the output, the values of InterfaceAlias and SourceAddress indicate the network interface
that's used for the communication.
In the output, the value of TcpTestSucceeded indicates whether TCP port 443 is open for
communication or is unreachable.

If your organization uses a web proxy infrastructure for external network access, make sure that
the proxy server is correctly configured. Also, make sure that the proxy server doesn't require
authentication. This is because Teams Rooms doesn't support authenticated proxy servers.

Proxy servers are usually configured on Teams Rooms devices by using one of the following
methods:

Use Web Proxy Auto-Discovery (WPAD) supported by DHCP or DNS to enable automatic
discovery of a Proxy auto-config (PAC) script that's hosted on a server in the corporate
 network. When you use this method, work together with your network team to make sure
that the following conditions are met:
The DHCP service or DNS server that's used by the Teams Rooms device doesn't advertise
the URL of the wpad file.
The server (including port) that hosts the PAC file must be reachable by the Teams Rooms
device. For example, http://wpad.contoso.com/wpad.dat .
The PAC file that's hosted on the server, such as wpad.dat in the example, must include the
appropriate rules (DIRECT or a specific proxy server host+port) for the URLs that are used
by the Teams Rooms Pro agent.
The WinHTTP Web Proxy Auto-Discovery Service isn't disabled.
If any explicit proxy configuration was done previously for the Teams Room app (Skype
user) or the Teams Rooms Pro agent (Local System), restore the configuration to the
default settings so that the proxy settings are configured to automatically detect the proxy.

Use an explicit proxy server IP or hostname and port configuration. When you use this
method, work together with your network team to make sure that the appropriate proxy
server IP or host and port are configured for both the Teams Room app (Skype user) and the
Teams Rooms Pro agent (Local System).

Use an explicit PAC script configuration that's hosted on a server in your corporate network.
When you use this approach, work together with your network team to make sure that the
following conditions are met:
The server (including port) that hosts the PAC file must be reachable by the Teams Rooms
device. For example, http://proxypacserver.contoso.com/MyProxyFile.pac .
The PAC file that's hosted on the server must include the appropriate rules (DIRECT or a
specific Proxy server host+port) for the URLs that are used by the Teams Rooms Pro agent.
The appropriate proxy PAC is configured for both the Teams Room app (Skype user)
(AutoConfigURL) and Teams Rooms Pro agent (Local System) (autoscript setting).

Use transparent proxy deployment in the corporate network. Unlike traditional web proxies,
this method doesn't require configurations on Windows (explicit or default auto-discovery).
This is because the network infrastructure makes sure that all HTTP traffic is forced to go
through the proxy. In this case, work together with your network team to make sure that the
following conditions are met:
If any URLs that are used by the Teams Rooms Pro agent are subject to SSL Inspection or
SSL forward proxy (SSL termination in the proxy), make sure that the certificate chain that's
used to issue SSL certificates is trusted on the Teams Rooms device. That is, make sure that
the root CAs and intermediate CAs that are used by the SSL termination are added as part
of the Local Computer certificate store.
In case of intermittent Teams Rooms Pro agent disconnections, consider reviewing whether
the egress path to the agent's endpoints is bouncing frequently between egress IP and
routes.

The Teams Rooms Pro agent relies on the HTTP protocol for all communication through SSL
(port 443). Although some communications are simple HTTP requests to retrieve payloads (such
as downloading files), the core monitoring functionality is supported by using WebSockets.
 Work together with your network team to make sure that any proxies or application-level
firewalls provide support and are configured to allow communication through WebSockets.

 Tip

For troubleshooting only, and to help identify and fix monitoring issues that are caused by
network or proxy configuration issues, consider temporarily rolling back any proxy configurations
that are made for the Teams Room app (Skype user) and the Teams Rooms Pro agent (Local
System). Also consider using an alternative network that allows connecting Teams Rooms devices
directly to the internet. For example, connect the Teams Rooms device to a Wi-Fi hotspot while
also temporarily disconnecting from wired connections.

Further troubleshooting and assistance

The following log files provide additional information about monitoring issues:

The Windows event log named Microsoft Managed Rooms

The application runtime log file,
C:\Windows\ServiceProfiles\LocalService\AppData\Local\ServicePortalAgent\Logs\ServicePortalAgent.log*

For additional help, follow these steps:

1. Run the Teams Rooms Pro agent test tool.

2. Create a support request, and make sure that you attach the .zip file that's collected in step 1.

Resolve offline status

Check whether the device is powered off

The device may be intentionally powered off because of scheduled maintenance or operations tasks
on the room or Teams Rooms hardware. In these situations, you can use the Suppress ticket
functionality to silence any notification about the Offline signal.

If you observe a large increase in the number of offline devices that are located on a single floor,
building, or area, a common reason is an unexpected power outage. In this situation, work together
with your facilities team to assess whether a power outage will occur at the location where the
affected devices are located.

If a specific device is powered off unexpectedly, and if it experiences such issues frequently, use the
System event log on Windows to identify potential causes:

1. Filter by Event ID 41 (Source: Kernel-Power ) to detect when the system starts after an
unexpected shutdown. Also, filter for error 1001 (Source: BugCheck ). This indicates an
unexpected Windows stop error (also known as a bluescreen), and try to correlate these two
event types on the timeline.
 2. If there are no BugCheck events that are associated with Kernel-Power events, check the power
outlet or strip for problems, and also check for power cable issues.

Check for failures during Windows startup

If a Teams Rooms device gets stuck during startup (for example, it keeps stopping at a specific BIOS
or UEFI error message or gets stuck in a startup loop), consider reimaging the device, as described in
the OEM documentation.

Check network connectivity

Make sure that the network requirements are met.

If you observe a large increase in the number of offline devices located on a single floor,
building, or area, a common reason is an unexpected network outage. In this case, work with
your network team to assess whether a network outage will occur at the location where the
affected devices are located or the network devices in their egress traffic.

Review your network adapter settings, such as IP/DHCP settings, DNS servers, default gateway
and routing. As a best practice, you should define standards for network configurations to be
used on all your Teams Rooms devices.

Check the Network Connectivity Status Indicator (NCSI) status.

NCSI is an OS feature that determines whether access to the internet is available. To check
whether NCSI is registering your internet connection, follow these steps:

1. Run the following PowerShell command:

PowerShell

Get-NetConnectionProfile

If the value of IPv4Connectivity is Internet, this means that internet access is available. If
the value is NoTraffic or LocalNetwork , this means that internet access isn't available.

2. If you aren't behind a proxy, run the following command at a command prompt:

nslookup dns.msftncsi.com

If the address resolves, it means that internet access is available.

3. Enter the following URLs in your web browser:

http://www.msftconnecttest.com/connecttest.txt

http://ipv6.msftconnecttest.com/connecttest.txt

If these URLs return Microsoft Connect Test, it means that internet access is available.

If NCSI isn't registering your internet connection, consider setting it to use global DNS:
 1. Open Registry Editor.
2. Locate the
HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows\NetworkConnectivityStatusIndic
ator registry subkey.

3. Right-click the subkey, and then select New > DWORD (32-bit) Value.
4. Enter UseGlobalDNS as the name, and set the value to 1.
5. Restart the device.

If your organization uses 802.1_x_ authentication to connect to the network, review whether all
client configurations are set up, such as CA certificates.

Check the connection to the Teams Rooms Pro Management endpoints.

More information
Communication between the Teams Rooms Pro Management portal and the Teams Rooms Pro agent
running on a Teams Rooms device is done through Azure IoT Hub by using a set of predefined
endpoints with HTTP protocol through SSL (port 443). Whenever Azure IoT Hub triggers a
disconnection event, the Teams Rooms Pro Management portal waits for one hour to determine
whether the device's Monitored signal is unhealthy.

The Teams Rooms Pro Management portal also monitors the status of the connection that's tracked
by the Microsoft Teams service. Whenever both connection statuses (Teams service and Teams Rooms
Pro Management portal) report that the system has not connected recently, the device is reported as
Offline. In this situation, the device is unmonitored, and it might not be available for calls and
meetings.

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The OS Edition status is Unhealthy
Article • 12/10/2023 • Applies to: Microsoft Teams

Symptoms
In the Microsoft Teams Rooms Pro Management portal , the OS Edition signal of a
Microsoft Teams Rooms device is shown as Unhealthy, and the incident severity is
shown as Critical.

Users also experience the following issues on the device:

The device doesn't sign in automatically.

The device console displays a black or gray screen.

Cause
These issues occur when the Teams Rooms Pro agent detects that the device isn't
running a supported edition of Windows. Microsoft Teams Rooms requires the Windows
IoT Enterprise or Windows Enterprise SKUs under the Global Availability Channel
servicing option. For more information, see Windows release support.

Resolution
Make sure that you're using a supported Teams Rooms system listed in Microsoft
Teams Rooms requirements. Otherwise, replace it with a supported system. All
current Teams Rooms devices and bundles are available in the Teams Rooms
product showcase .
Reimage the device as described in the OEM documentation.

More information
All certified Teams Rooms devices are pre-installed together with an IoT Enterprise or
the binary-equivalent Enterprise edition of Windows 10 or Windows 11. You can also
choose to upgrade an existing IoT Enterprise edition to the full Enterprise edition using
Bring Your Own License (BYOL).

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The Sleep timer status is Unhealthy
Article • 10/31/2023 • Applies to: Microsoft Teams

Symptoms
In the Microsoft Teams Rooms Pro Management portal , the Sleep timer signal of a
Microsoft Teams Rooms device is shown as Unhealthy, and the incident severity value is
shown as Warning.

７ Note

Incidents that are classified as Warning don't affect the health status that's
reported for a device.

Cause
This issue occurs if the following power setting on the Teams Rooms device is set to a
value other than 0:

Power Options > Advanced settings > Sleep > Sleep after > Plugged in (Minutes)

By default, this setting is explicitly disabled on Windows-based Teams Rooms devices.

However, the setting might sometimes be changed by your organization in one of the
following manners:

Through a Group Policy Object (GPO)

Through Mobile Device Management (MDM) policies
Manually by administrators

If this setting is set to a value other than 0, it might affect how Teams Rooms responds
to wakeup signals, and might also affect regular monitoring and maintenance
operations. In this case, the Teams Rooms Pro agent detects and reports the status of
Sleep timer as Unhealthy.

Resolution
Microsoft Teams Rooms Pro performs an automatic remediation to fix this issue.
However, if the issue persists or reoccurs, we recommend that you check whether any
GPO or MDM policies are defined to change power plan settings. In these cases, use
one of the following options:

Use the Suppress ticket functionality to silence any notification about the Sleep
timer signal.
If your organization uses GPO, MDM policies, or other management tools such as
Configuration Manager for enterprise power plan management, make sure that the
power setting isn't defined.

Additionally, use one of the following methods to set the value to 0, depending on how
the Teams Rooms device is configured.

Method 1: Use a Command Prompt window

Run the following command at a command prompt:

Console

powercfg /SETACVALUEINDEX SCHEME_CURRENT 238c9fa8-0aad-41ed-83f4-

97be242c8f20 29f6c1db-86da-48c5-9fdb-f2b67b1f44da 0

Method 2: Use the Control Panel

1. Select Start, enter edit power plan in the Search box, and then select Edit power
plan from the results.
2. On the Change settings for the plan page, select Change advanced power
settings.
3. Expand Sleep > Sleep after.
4. Set the Plugged in (Minutes) setting to 0, select Apply, and then select OK to save
the change.

Method 3: Use Microsoft Intune to deploy a PowerShell

script to devices
1. Save the following command as MPState.ps1:

PowerShell

powercfg /SETACVALUEINDEX SCHEME_CURRENT 238c9fa8-0aad-41ed-83f4-

97be242c8f20 29f6c1db-86da-48c5-9fdb-f2b67b1f44da 0
 2. Create a script policy (add the script to script settings), and assign the policy to
groups.

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The USB Peripheral Power Drain status
is Unhealthy
Article • 10/30/2023 • Applies to: Microsoft Teams

Symptoms
In the Microsoft Teams Rooms Pro Management portal , the USB Peripheral Power
Drain signal of a Microsoft Teams Rooms device is shown as Unhealthy, and the incident
severity value is shown as Warning. Additionally, users might experience the following
issue:

When the Teams Rooms device goes to sleep and is woken up, USB devices that are
connected to it become unresponsive or disconnected.

７ Note

Incidents that are classified as Warning don't affect the health status that's
reported for a device.

Cause
This issue occurs if the Stop devices when my screen is off to help save battery setting
is enabled on the Teams Rooms device.

Every new Teams Rooms device includes a Windows configuration that specifies whether
to stop the connected USB devices when the screen is off. By default, this setting is set
to disabled. However, it might sometimes be changed.

When Windows goes into a lower power state while the Stop devices when my screen is
off setting is enabled, it will keep track of any persistent USB communications. In this
situation, if Windows sees that one or more USB peripherals have been idle for a long
time, preventing the device from entering a deeper power state (a condition in which a
USB peripheral drains the device's battery), Windows will issue a USB device reset. While
this behavior shouldn't apply to any Teams Rooms devices that are always plugged into
AC power, it's known to cause issues in the past, such as unexpected USB
disconnections that cause the device's firmware or mishandled drivers to become
unresponsive. Therefore, if this setting is enabled, the Teams Rooms Pro agent detects
and reports the status of USB Peripheral Power Drain as Unhealthy.
Resolution
Microsoft Teams Rooms Pro performs an automatic remediation to fix this issue.
However, if the issue persists, use one of the following methods, depending on how the
Teams Rooms device is configured.

Method 1: Use Windows PowerShell

Run the following command in Windows PowerShell:

PowerShell

Set-ItemProperty -Path
'HKLM:\SYSTEM\CurrentControlSet\Control\USB\AutomaticSurpriseRemoval' -Name
AttemptRecoveryFromUsbPowerDrain -Value 0 -ErrorAction Stop

Method 2: Use Registry Editor

1. Open Registry Editor.

2. Locate the following subkey:

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\USB\AutomaticSurpriseRemov

al

3. Right-click AttemptRecoveryFromUsbPowerDrain, select Modify, change Value

data to 0, and then select OK.

Method 3: Use Microsoft Intune to deploy a PowerShell

script to devices
1. Save the following command as USBREM.ps1:

PowerShell

Set-ItemProperty -Path
'HKLM:\SYSTEM\CurrentControlSet\Control\USB\AutomaticSurpriseRemoval' -
Name AttemptRecoveryFromUsbPowerDrain -Value 0 -ErrorAction Stop

2. Create a script policy (add the script to script settings), and assign the policy to
groups.
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The USB Selective Suspend status is
Unhealthy
Article • 10/30/2023 • Applies to: Microsoft Teams

Symptoms
In the Microsoft Teams Rooms Pro Management portal , the USB Selective Suspend
signal of a Microsoft Teams Rooms device is shown as Unhealthy, and the incident
severity value is shown as Warning. Additionally, users might experience the following
issue:

When the Teams Rooms device goes to sleep and is woken up, USB devices that are
connected to it become unresponsive or disconnected.

７ Note

Incidents that are classified as Warning don't affect the health status that's
reported for a device.

Cause
This issue occurs if USB selective suspend is enabled on the Teams Rooms device.

Every new Teams Rooms device includes a Windows configuration to specify the power
plan and how the connected USB devices are to behave, depending on the power
supply (AC or DC). By default, USB selective suspend is disabled. However, it might
sometimes be changed. In this case, the Teams Rooms Pro agent detects and reports the
status of USB Selective Suspend as Unhealthy.

Resolution
Teams Rooms Pro performs an automatic remediation to fix this issue. However, if the
issue persists, use one of the following methods, depending on how the Teams Rooms
device is configured.

Method 1: Use a Command Prompt window

Run the following command at a command prompt:

Console

powercfg /SETACVALUEINDEX SCHEME_CURRENT 2a737441-1930-4402-8d77-

b2bebba308a3 48e6b7a6-50f5-4782-a5d4-53bb8f07e226 0

Method 2: Use the Control Panel

1. Select the Start icon, type edit power plan in the Search box, and then select Edit
power plan from the results.
2. On the Change settings for the plan page, select Change advanced power
settings.
3. Expand USB settings > USB selective suspend setting.
4. Set the Plugged in setting to Disabled, select Apply, and then select OK to save
the change.

Method 3: Use Microsoft Intune to deploy a PowerShell

script to devices
1. Save the following command as USBREM.ps1:

PowerShell

powercfg /SETACVALUEINDEX SCHEME_CURRENT 2a737441-1930-4402-8d77-

b2bebba308a3 48e6b7a6-50f5-4782-a5d4-53bb8f07e226 0

2. Create a script policy (add the script to script settings), and assign the policy to
groups.

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Fix Teams Rooms resource account sign-
in issues
Article • 11/19/2024 • Applies to: Microsoft Teams

Microsoft Teams Rooms signs in to Microsoft Exchange Server or Microsoft Exchange

Online and Microsoft Teams or Skype for Business to fetch calendar information and join
meetings. These interactions are monitored by using different signals in the Microsoft
Teams Rooms Pro Management portal , such as Sign in (Exchange) and Sign in
(Teams). This article helps you troubleshoot common sign-in issues and issues that are
related to specific signals.

Symptoms
In the Teams Rooms Pro Management portal , one or more signals that are related to
the sign-in process are shown as Unhealthy. Users also experience one or more of the
following issues on the Teams Rooms device:

The room console shows a banner at the top that indicates that the sign-in fails.
Scheduled meetings aren't listed on the room console. This usually indicates an
Exchange sign-in failure.
The room's display name is missing.
Although scheduled meetings are listed on the room console, the Join button is
unavailable and you can't start an unscheduled meeting. This usually indicates a
Teams or Skype for Business sign-in failure.

Additionally, Event ID 2001 is logged under Applications and Services Logs > Skype
Room System in Event Viewer. For example, the following event is logged:

{"Description":"Network status : Healthy. Exchange status : 80131500 :

AADSTS50076. Signin status: NotApplicable. Teams Signin status:
Unhealthy.","ResourceState":"Unhealthy","OperationName":"Heartbeat","OperationR
esult":"Fail","OS":"Windows
10","OSVersion":"10.0.19044.1889","Alias":"","DisplayName":"","AppVersion":"4.13.13
2.0","IPv4Address":"192.168.0.53","IPv6Address":""}

７ Note

Every five minutes, Teams Rooms checks whether it's signed in to Microsoft Teams
or Skype for Business, and whether it has network and Exchange connectivity. If one
 or more factors aren't true, a "2001" event is logged.

Exchange status indicates the sign-in status of the resource account in

Exchange Online, or Exchange Server if mailboxes are hosted on-premises.
Signin status indicates the sign-in status of the resource account in Skype for
Business Server. It's displayed as NotApplicable in Teams only mode.
Teams Signin status indicates the sign-in status of the resource account in
Microsoft Teams. It's displayed as NotApplicable in Skype for Business only
mode.

Resolution
Sign-in issues can occur for different reasons. Identify the specific cause of the issue by
checking multiple details about the resource account. To perform the required checks,
you can use an automated option or run the checks manually.

Automated checks
To automate the process, run the Microsoft Teams Rooms Sign in connectivity test in
the Microsoft Remote Connectivity Analyzer tool. This tool is used to troubleshoot
connectivity issues that affect Microsoft Teams. The connectivity test performs checks to
verify a specific user's permissions to sign in to Teams by using a Teams Rooms device.

７ Note

A Global Administrator account is required to run the Microsoft Teams Rooms

sign-in connectivity test.
The Microsoft Remote Connectivity Analyzer tool isn't available for the GCC
and GCC High Microsoft 365 Government environments.

To run the connectivity test, follow these steps:

1. Open a web browser and navigate to the Microsoft Teams Rooms Sign in
connectivity test.
2. Sign in by using the credentials of a Global Administrator account.
3. Specify the username for the resource account.
4. In the Device Selection field, select a type for the affected device.
5. Enter the verification code that's displayed, and then select Verify.
 6. Select the checkbox to accept the terms of agreement, and then select Perform
Test.

After the test finishes, the screen displays details about all the checks that were
performed and whether the test succeeded, failed, or was successful but displayed a few
warnings. Select the provided link for more information about the warnings and failures,
and about how to resolve them.

Manual checks

Check whether multi-factor authentication (MFA) is enabled

Teams Rooms resource accounts shouldn't be configured to use MFA. To check whether
MFA is enabled, use one of the following options:

Review the device log file.

1. On the Teams Rooms device, open Event Viewer, and then go to Applications
and Services Log > Microsoft > Windows > Microsoft Entra ID >
Operational. Or, download the device's diagnostic log files, extract the
downloaded .zip file to a folder, then open the Windows\EventLog\Microsoft-
Windows-AAD_Operational.evtx file.
2. Look for Event ID 1098. If you see error code AADSTS50076 or
AADSTS50079, it means that MFA is enabled on the resource account.

In sign-in logs on the Azure portal, if you see a Failure status with error code
50079 or 50076, and the error description says "Due to a configuration change
made by your administrator, or because you moved to a new location, you must
enroll in multi-factor authentication to access.", it means that MFA is enabled on
the resource account.

To fix this issue, contact your identity management team or see Set up multi-factor
authentication for Microsoft 365 for more information.

Check Conditional Access policies

To check whether sign-in is blocked by Conditional Access policies, use one of the
following options:

Review the device log file.

1. On the Teams Rooms device, in Event Viewer, go to Applications and

Services Log > Microsoft > Windows > Microsoft Entra ID > Operational.
 Or, download the device's diagnostic log files, extract the downloaded .zip
file to a folder, then open the Windows\EventLog\Microsoft-Windows-
AAD_Operational.evtx file.
2. Look for Event ID 1098. If you see error AADSTS53003, it means that sign-in
is blocked by Conditional Access policies.

In sign-in logs on the Azure portal, if you see an Interrupted status with error code
53003, and the error description says, "Access has been blocked by Conditional
Access policies. The access policy does not allow token issuance.", this means that
the sign-in is blocked by Conditional Access policies.

For more information about supported Conditional Access assignments for Teams
Rooms resource accounts, see Conditional Access and Intune compliance for Microsoft
Teams Rooms. To fix the issue, contact your identity management team or see Configure
Microsoft Entra Conditional Access for more information.

Check whether the resource account's password has expired

If a Teams Rooms resource account's password is set to expire after some time, it may
cause sign-in failures.

To check whether the password of the resource account is expired, use one of the
following options:

Review the device log file.

1. On the Teams Rooms device, open Event Viewer, and then go to Applications
and Services Log > Microsoft > Windows > Microsoft Entra ID >
Operational. Or, download the device's diagnostic log files, extract the
downloaded .zip file to a folder, and then open the
Windows\EventLog\Microsoft-Windows-AAD_Operational.evtx file.
2. Look for Event ID 1098. If you see error code AADSTS50055, this means that
the password is expired.

In sign-in logs on the Azure portal, if you see an Interrupted status, and the
additional details contain the following message, it means the password has
expired.

The user's password is expired, and therefore their login or session was ended.
They will be offered the opportunity to reset it, or may ask an admin to reset it
via https://docs.microsoft.com/azure/active-directory/fundamentals/active-
directory-users-reset-password-azure-portal .
To fix this issue, reset the password by using one of the following methods, then update
the password in Settings on the device.

Sign in to the account in a web browser, and then reset the password.
Ask an administrator to reset the password.

To avoid having to reset the resource account password and then sign in to each Teams
Rooms device again, you can turn off password expiration for the account.

Verify that you use the correct credentials

An incorrect username or password can also cause sign-in failures.

To check whether an incorrect username or password is used, use one the following
options:

Review the device log file.

1. On the Teams Rooms device, open Event Viewer, and then go to Applications
and Services Log > Microsoft > Windows > Microsoft Entra ID >
Operational. Or, download the device's diagnostic log files, extract the
downloaded .zip file to a folder, and then open the
Windows\EventLog\Microsoft-Windows-AAD_Operational.evtx file.
2. Look for Event ID 1098. If you see error code AADSTS50126, this means that
the username or password is incorrect.

In sign-in logs on the Azure portal, if you see a Failure status that shows code
50126, and the error description says "Error validating credentials due to invalid
username or password," this means that the username or password is incorrect.

７ Note

You may also receive these errors after the resource account password is expired
for some time.

To fix this issue, make sure that you use the correct credentials. You can also reset the
password, and then update the password in Settings on the device.

Check network connectivity

Teams Rooms must have access to all standard Microsoft 365 endpoints and meet the
network requirements. Teams Rooms doesn't support proxy authentication.
If you don't see any sign-in attempts in sign-in logs on the Azure portal, the connection
to the Azure sign-in endpoints might be blocked. In this case, verify that you're using
the correct username, and check for network connectivity issues.

If you see successful sign-in in sign-in logs on the Azure portal, but the resource
account sign-in still fails, try the following options:

1. Check if the resource account has valid licenses assigned.

2. Check if connections to Microsoft 365, Teams, or Exchange endpoints are blocked.

To troubleshoot network connectivity issues, you can use Network Monitor or a similar
tool to collect network captures (you must switch to Admin mode to start the tool, then
switch to the Skype user). Then, work with your network team to identify and fix the
issues.

Check whether the room mailbox exists

Teams Rooms resource accounts must have a mailbox that's hosted on Exchange Online
or Exchange Server. Otherwise, the Exchange service reports that no mailbox exists for
the user during discovery.

To check whether a room mailbox exists, use one the following options:

On the Teams Rooms device:

1. In Event Viewer, go to Applications and Services Logs > Skype Room

System.
2. If you see Event ID 2001, check whether the description contains Exchange
status : GeneralError.

In sign-in logs on the Azure portal, you see a Success status, but Exchange doesn't
return any user when using the acquired token to complete discovery.

To fix this issue, follow these steps:

Verify that the account being used is the resource account and is password
enabled.
If an Exchange hybrid deployment is used, make sure that the on-premises
mailbox is synchronized so that redirection works correctly. For more information,
see Exchange Server hybrid deployments.

Verify that the resource account has a Teams license assigned

Teams Rooms devices must have a Teams Rooms Pro or Teams Rooms Basic license
assigned. To check whether a Teams license is assigned, use one of the following
options:

Review the device logs.

1. Download the device's diagnostic log files.

2. Extract the downloaded .zip file to a folder, then go to the

App\Microsoft\Teams subfolder.

3. Open the Logs.txt file.

4. If you see the following error message, this means that a license isn't
assigned.

errorCode: FailedAuthentication, errorStep: get_skype_license, errorState:

licenseError

In sign-in logs on the Azure portal, you see a Success status, but the sign-in fails
when the process uses the acquired token to register the Teams service.

Open a web browser, and sign in to Teams by using the resource account. If you
receive the following error message, this means that a license isn't assigned.

You're missing out! Ask your admin to enable Microsoft Teams for <Account
Name>

To fix this issue, make sure that a Teams Rooms Pro or Teams Rooms Basic license is
assigned to the account, and that Microsoft Teams app is also applied, based on the
license. For more information about license assignment, see Assign Microsoft 365
licenses to user accounts.

References
Authentication in Microsoft Teams Rooms on Windows
Create resource accounts for rooms and shared Teams devices
Conditional Access and compliance best practices for Microsoft Teams Rooms
Microsoft Entra authentication & authorization error codes

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Resolve Windows Update issues on
Teams Rooms Pro devices
Article • 10/30/2023 • Applies to: Microsoft Teams

You may experience one or more of the following Windows Update issues on Microsoft
Teams Rooms Pro devices:

Updates can't be installed successfully.

The system isn't at the current update level, but Windows Update can't find
available updates.
If Microsoft Defender for Endpoint integration is enabled in the Microsoft Teams
Rooms Pro Management portal , the Security KBs or Vulnerabilities signal of the
device is shown as Unhealthy.

Windows Update issues can occur for different reasons. The following options can help
you fix common issues that affect Windows Update.

Free up drive space

There must be enough available space on your device to run updates. Devices that are
enrolled in the Microsoft Teams Rooms Pro Management portal have an automatic
remediation process to delete known cleanable files and optimize disk usage. If the
remediation can't free up enough space to ease the problem, additional diagnostic
insights are provided (as a list of the largest folders) to help you follow up.

You can also try the following options:

Use the Disk Cleanup tool to delete unnecessary files.

Reduce the size of the WinSxS folder by running the following command in an
elevated Command Prompt window:

Console

DISM /ONLINE /CLEANUP-IMAGE /STARTCOMPONENTCLEANUP /RESETBASE

Verify date and time on the device

Make sure that the date and time settings are correct, and that the time offset is within
two minutes. If you use an NTP server, select a reliable server.
Check for policies that prevent update
installations
Your organization might use Group Policy settings, mobile device management (MDM),
or the registry to configure Windows client update experience.

For example, automatic restarts are prevented when a user is signed in if the
NoAutoRebootWithLoggedOnUsers registry value under the

HKLM\Software\Policies\Microsoft\Windows\WindowsUpdate\AU subkey is set to 1. Because

Teams Rooms Pro devices always have a Skype user signed in, such policies prevent the
installation of updates that require an automatic restart, such as feature updates.

"Active hours" configuration might also affect update installation. It might take eight
days or more to install the monthly cumulative updates, depending on active hours
configuration and the level of activity on the device. If your device is two or more
cumulative update levels behind, you might experience other issues that prevent
updates from being installed.

In this situation, work with your organization administrator for appropriate solutions. For
more information about these settings, see Manage device restarts after updates.

Check connection with Windows Update

servers
Verify that your devices have access to Windows Update servers, and that multipart
downloads are allowed and configured correctly through a proxy, firewall, web filters,
and so on.

If Windows Update works correctly for smaller updates, but larger updates (such as
cumulative updates and feature updates) fail frequently, verify that the following
conditions are met:

Your proxy supports the Content-Range header.

Your antivirus software doesn't block HTTP-range requests.

If this function is blocked, the connection to the servers will time out. The Windows
Update service uses the Background Intelligent Transfer Service (BITS) client. When the
BITS client tries to reconnect for the next part of the download, the connection closes
and the download starts over. Eventually, the BITS service might resume and piece
together a large download. The result will be a complete installer that might not work.

For more information, see Issues related to HTTP/Proxy.

Fix update error 0x800f0831 or 0x80073701
1. Open the %Windir%\logs\CBS\CBS.log file, look for entries that contain either of
the error codes, 0x800f0831 and 0x80073701. Usually, the entry contains a missing
package reference that's associated with orphaned language pack files.

2. You might see an entry that resembles one of the following entries:

Failed to pin deployment while resolving Update: Microsoft-Client-License-

Platform-Upgrade-Subscription-Package~31bf3856ad364e35~amd64~ar-
SA~10.0.19041.1.32a8fd17d1cd1fd6bf373b77ccc23825 from file: (null)
[HRESULT = 0x80073701 - ERROR_SXS_ASSEMBLY_MISSING]
Failed to resolve package 'Microsoft-Windows-Printing-PrintToPDFServices-
Package~31bf3856ad364e35~amd64~it-IT~10.0.18362.1' [HRESULT =
0x800f0831 - CBS_E_STORE_CORRUPTION]

3. In the log entry, if the referenced package version ends in ".1", such as it-
IT~10.0.18362.1, you can restore the missing language files by using DISM and the
language pack .cab file for the language that's referenced in the package.

a. Download the language pack ISO for your current Windows version.

b. Go to the x64\langpacks folder within the downloaded ISO, copy the .cab file for
the language that's referenced in the missing package to the local device. For
example, copy D:\x64\langpacks\Microsoft-Windows-Client-Language-
Pack_x64_it-it.cab to C:\temp\.

c. Run a command that resembles the following example in an elevated Command

Prompt window to restore all files that are associated with the missing
language:

Console

DISM /ONLINE /ADD-PACKAGE /PACKAGEPATH:"C:\temp\Microsoft-Windows-

Client-Language-Pack_x64_it-it.cab"

d. Restart Windows, and then try again to run Windows Update.

4. If the referenced package version doesn't end in ".1", or the reference isn't
associated with a language, use DISM to restore the files from a known good
image that contains the missing packages. For more information, see Repair a
Windows Image.
Fix other Windows Update error codes
If Windows Update fails and returns other error codes, follow the instructions in
Windows Update common errors and mitigation.

Install the latest version of Teams Rooms app

Each Teams Rooms app version supports only a set of specific Windows feature updates.
New Windows feature updates are prevented until there is no compatibility issue. This is
usually when a new version of Teams Rooms app is available. For more information, see
Windows 10 release support.

To check the Teams Rooms app version, run the following cmdlet in an elevated
PowerShell prompt window:

Console

Get-AppxPackage -AllUsers Microsoft.SkypeRoomSystem

Compare the version with the latest version in Microsoft Teams Rooms Release Notes. If
an old version is installed, use the Remove-AppxPackage cmdlet to remove the old
version. Then, install the latest version.

References
Windows Update troubleshooting
Resolve Windows 10 upgrade errors
Windows 10 release information
Manage connection endpoints for Windows 10 Enterprise
Windows Update error codes by component
WUA Networking Error Codes

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Teams known issues on Linux
Article • 10/30/2023 • Applies to: Microsoft Teams

Known issues
This article lists known issues that occur in Teams when it runs on a Linux system.

Issue title Behavior / Known workaround Discovery

Symptom date

Issue running The Teams Not applicable 12/05/19

in parallel application
with VMWare experiences
workstation. issues when it
runs in parallel
with a VMware
workstation.

KDE A notification on Not applicable 12/05/19

notifications KDE creates a
create new new window in
taskbar. the taskbar.

Package The package Not applicable 12/05/19

managers not manager doesn't
showing show a change
change list. list as expected.

Can't launch You can't start Not applicable 12/05/19

Teams client Teams Offline on
in offline a Linux client.
mode.

Device When you Not applicable 12/05/19

settings while change device
in settings in a
meeting/No meeting, the
microphone microphone
input. indicator doesn't
register any
sound.

Webcamera is In some 12/05/19

reversed. notebooks, the 1. Locate v4l1compat.so in your system by
camera is using locate v4l1compat.so
reversed when 2. Open the
it's installed. /usr/share/applications/teams.desktop
 Issue title Behavior / Known workaround Discovery
Symptom date

Because the file.

device drivers 3. Replace the Exec line by substituting the
don't recognize following command:
this problem, Exec=sh -c 'export
video feeds are LIBV4LCONTROL_FLAGS=1 && LD_PRELOAD=
displayed <PATH_TO_v4l1compat.so> usr/bin/teams
upside-down. %U'

Can't use Viva Viva Connections Not applicable 2/9/22

Connections isn't supported
features on on Linux client.
Teams
Desktop App.

Resolution
Microsoft is researching these problems and will post more information in this article
when the information becomes available.

More information
Still need help? Go to Microsoft Community .

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Audio issues when using Teams on
macOS
Article • 10/28/2024

Symptoms
You experience one of the following issues when you use Microsoft Teams on your
macOS device:

You don't receive sound for Teams notifications.

You can't hear other participants clearly during Teams calls and meetings.

Cause
These issues can occur if the audio processing isn't working correctly.

Resolution
To resolve the issue, you must restart the coreaudiod process that manages all the audio
features on macOS devices.

If you have administrator privileges on your macOS device, use method 1. Otherwise,
use method 2.

Method 1: For administrators

Restart the coreaudiod process by following these steps:

1. Open Terminal on the macOS device.

2. Run the following command:

Console

sudo killall coreaudiod

3. Enter the administrator password.

Method 2: For nonadministrators

Restart the macOS device by selecting the Apple menu > Restart.

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Can't sign in to Teams for Mac after
macOS upgrade
Article • 02/10/2025 • Applies to: Microsoft Teams

On a device that's running Microsoft Teams for Mac and that has the Company Portal
app installed, if you upgrade to macOS version 15.3, you experience issues when you try
to sign in to Teams or use Teams features. Additionally, the following banner appears in
Teams:

This problem occurs in the following situations:

You try to sign in to Teams after the upgrade.

You're already signed in to Teams during the upgrade.

This problem occurs because the macOS upgrade prevents the Enterprise Single Sign-
On (SSO) extension framework from working correctly for some users.

To work around the authentication issues, restart your macOS device.

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Stale presence status in Teams for Mac
Article • 11/13/2023 •
Applies to: New Microsoft Teams, Classic Microsoft Teams, Teams on the web

Symptoms
Your presence status is incorrect when you resume activity on a locked macOS device
that's running one of the following Microsoft Teams clients:

New Teams
Classic Teams
Teams on the web

The device might be locked manually or because of inactivity. After the device is
unlocked, your presence status doesn't update as expected but remains unchanged.

Note: If you also run Teams on other devices, such as Teams for iOS on iPhone, the
status on your macOS device might reflect the last status that was set on the iOS client.
For example, you lock your macOS device and the device remains unlocked for more
than five minutes, but Teams for iOS is running on your iPhone. In this situation, your
presence status on the macOS device might reflect the status on the iOS client. When
you resume activity on the macOS device, the presence status remains unchanged and
doesn’t reflect the current activity.

Cause
The issue occurs because the presence subscription expires and isn't re-created when
you resume activity on the macOS device.

Workaround
To work around this issue, reset your status. If the issue persists, restart the Teams client
on the macOS device.

Note: If you're also running Teams on other devices, sign out of the Teams app on those
devices.

Status
Microsoft is researching this issue and will update this article when new information
becomes available.

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Teams-specific notification sound
reverts to macOS notification sound
Article • 12/04/2024

Symptoms
When you use Microsoft Teams on your macOS device, you notice that the Teams-
specific notification sound that you configured doesn't play. Instead, the device reverts
to using the default macOS notification sound.

Cause
The Notification Center on the macOS device is recaching the file that's associated with
the configured sound. As a result, Teams can't use the configured sound.

Resolution
To resolve the issue, clear the Notification Center cache. This action makes sure that the
sound settings that you configured are applied again.

If you have administrator privileges on your macOS device, use method 1. Otherwise,
use method 2.

Method 1: For administrators

Use the following steps:

1. Open Terminal on the macOS device.

2. Run the following command:

Console

pkill -9 NotificationCenter

3. Enter the administrator password.

Method 2: For nonadministrators

Restart the macOS device by selecting the Apple menu > Restart.

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"Couldn't complete the call" error when
you call from a contact card
Article • 10/30/2023 • Applies to: Microsoft Teams

Symptoms
In the Microsoft Teams Windows desktop client, you try to call a user in your
organization by selecting the Call icon from their contact card. However, you receive
the following error message:

Couldn't complete the call. With your calling license, you can only call people within
your organization. Talk to your IT admin to change your license.

Cause
This issue occurs because you aren't enabled to use the Enterprise Voice feature. To
initiate a call by using a contact card, the caller must be enabled for Enterprise Voice.

Workaround
To work around this issue, use one of the following methods to make the call:

In a one-to-one chat with the target user, select the Audio call icon .
Select Calls on the vertical toolbar, enter the user's name, select the user from the
results list, and then select Call.

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Teams performance is affected if it's
remembered as a game by Xbox Game
Bar
Article • 10/30/2023 • Applies to: Microsoft Teams

The performance of Microsoft Teams is adversely affected if it's remembered by the

Microsoft Xbox Game Bar on a computer that currently runs or has ever run Windows
10, version 1809 (released on November 13, 2018 ).

Cause
This issue occurs because the Xbox Game Bar on Windows 10 is running in the
background, and it remembers Teams as a game.

Resolution
To resolve this issue, use one of the following methods.

Method 1: Disable Teams as a game

1. Make Teams the active window on your screen.
2. Press Windows logo key+G to open Xbox Game Bar.
3. Go to Settings > General, and then clear the Remember this is a game check box.
4. Go to Settings > Capturing, and then clear the Record in the background while
I'm playing a game check box.

Method 2: Disable Xbox Game Bar

1. Select Start > Settings > Gaming > Xbox Game Bar.

2. Turn off Xbox Game Bar.

More information
Xbox Game Bar on Windows 10

Still need help? Go to Microsoft Community .

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Dell Encryption prevents Teams from
starting correctly
Article • 10/30/2023 • Applies to: Microsoft Teams

Problem
Dell Encryption (formerly Dell Data Protection Encryption) is known to corrupt Teams
installations during the update process, leading to a permanent failure to start the
application.

Solution
Exclude the Teams folder %LocalAppData%\Microsoft\Teams from the encryption policy.

More information
Still need help? Go to Microsoft Community .

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Symantec DLP interferes with Teams
processes
Article • 02/01/2024 • Applies to: Microsoft Teams

Symptoms
Installing Symantec DLP creates operability issues with Microsoft Teams.

Cause
Symantec DLP Endpoint agents can interfere with Teams processes, which can then lead
to launch or exit failures.

Resolution
Exclude Teams.exe from the Symantec DLP's Endpoint agents using the information
provided in article ID 160078 on the Broadcom website .

More information
Still need help? Go to Microsoft Community .

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