Troubleshooting Microsoft Teams : Enlisting the Right Approach and Tools in Teams for Mapping and Troubleshooting Issues

Table of Contents About the Authors About the Technical Reviewer Acknowledgments Introduction Chapter 1: Microsoft Teams (Troubleshooting) Introduction Unified Communication and Collaboration History Microsoft Unified Communication Product History Why Is Teams So Popular? Why Is Microsoft Teams Complex? Introduction of Teams Phone System (Voice) Setting Up Operator Connect Why Is the Troubleshooting Approach Critical? Systematic Troubleshooting Approaches Troubleshooting Approach Microsoft Teams Call Quality Impediments Summary References Chapter 2: Microsoft Teams Overview What Is Microsoft Teams? Microsoft Teams License Requirements Microsoft Teams Capabilities Teams Collaboration Using Teams and Channels Microsoft Teams Service Architecture Microsoft Teams Security and Compliance Capability Microsoft Teams and Other Core Microsoft 365 Services Microsoft 365 Group and Teams SharePoint and OneDrive for Business Together with Microsoft Teams Teams with SharePoint OneDrive for Business in Teams Microsoft Teams with Exchange (Mailbox) Different Clients in Microsoft Teams For the Windows Operating System Teams Phone System and Calling Microsoft Calling Plans Microsoft Teams Calling with Operator Connect Microsoft Teams Phone System Using Direct Routing Teams Meeting, Audio Conferencing, and Teams Live Events Teams Meetings Teams Live Events Flow Chart of Teams Live Events Scheduling Teams Webinars Allowing Webinars in Teams Admin Center Teams Audio Conferencing Introduction to Microsoft Teams Admin Center Teams Admin Role for Management Microsoft 365 Admin Center Microsoft Teams Admin Center New Capabilities Added to Teams Admin Center Device Management Graph API Commands Device Management Workflow Device Health Monitoring and Control Specific Device Management Alerts Workspace Management Preview Reporting, Analytics, and Troubleshooting Teams Admin Center Notification Framework Microsoft Teams Management Using PowerShell (Teams PowerShell Module) Installing and Connecting Teams PowerShell Teams PowerShell Commands for Managing Different Workloads Managing Teams and Channels with PowerShell Teams Graph API Summary References Chapter 3: Microsoft Teams Phone (Voice) Configuration and Management Planning and Configuring Microsoft Teams Phone System Configuring Teams Calling Plans Teams Direct Routing Configuring Teams Direct Routing Media Bypass and Non-Media Bypass Scenarios Specific to Direct Routing Managing Phone Numbers Phone Numbers Acquired from Microsoft (Calling Plan) Phone Numbers (On-Premises) for Direct Routing Configuring Unassigned Numbers for Better Management Example 1 with One Unassigned Number Phone Number Translation Configuring Phone Policies Teams Voice Routing Policy Creating a Voice Routing Policy with PSTN Usage and Voice Routes Creating a Voice Routing Policy with PSTN Usages and Voice Routes Using PowerShell Creating Dial Plans (Normalization Rule) Creating a Dial Plan Using Teams Admin Center Creating a Dial Plan Using PowerShell Configuring Teams Calling Features (Auto Attendant and Call Queue) Configuring the Auto Attendant Teams Call Queues Configuring a Call Queue Configuring Teams Devices (Teams IP Phone, CAP, Teams Room, and Teams Display) Teams Room on Surface Hub Microsoft Teams Display Deploying Microsoft Teams Rooms System How are Microsoft Teams Room Components Connected? Microsoft Teams Rooms Resource Account Resource Account Licensing Creating a Resource Account for a Teams Room Creating a Single Resource Account Using PowerShell Setting to Auto-Accept Assigning a Phone Number to the Resource Account Assigning a Phone Number Using Direct Routing Planning and Configuring Teams IP Phone and Common Area Phone Teams Phones Supported Features Managing Teams Phone Managing Teams Phones Using Configuration Profiles Teams Common Area Phone Updating Teams Device Software Automatic Update Options Manual Update Options Post-Update Verification Managing Microsoft Teams Displays Configuring Teams Audio Conferencing Microsoft Teams Add-On Licenses Additional Information Configuring Audio Conferencing Setting Up Communication Credits Assigning Communications Credit Licenses to Users Configuring New Toll or Toll-Free Conference Bridge Numbers Designing and Configuring an Emergency Calling Policy How Do Emergency Calls Get Touted to PSAP? Describing the Emergency Calling Address Configuring Emergency Calling Policies Configuring Network Locations for Dynamic Emergency Calling Adding a Network Site to Network Topology Adding a Trusted IP to Network Topology Mapping a Network to a Physical Location (Emergency Address) Creating a Custom Emergency Voice Routing Policy Summary References Chapter 4: Microsoft Teams Client-Side Troubleshooting Understanding, Reviewing, and Optimizing Network Connectivity for Teams Connecting to Microsoft 365 Services Over the Internet? Azure Active Directory and Conditional Access Policies Multifactor Authentication Process Conditional Access Policy Configuring a Conditional Access Policy Understanding Teams Identity and Troubleshooting Teams Account Issues Azure AD Features Capturing and Analyzing Teams Sign-In Logs Teams Diagnostic Logs and the Collecting Process Microsoft Teams Debug Log Generating the Teams Debug Log Capturing the Teams Media Log Teams Desktop log Teams Mobile Phone Log Teams Web Client Trace and WebRTC Logs Identifying and Resolving Common Teams Problems Clearing Microsoft Teams Client Cache Clearing the Microsoft Teams Desktop Client Cache for Windows Clearing the Microsoft Teams Client Cache for Android The Virtual Camera Has Stopped Working on a macOS Teams Desktop Client Microsoft Teams Is Stuck in a Login Loop in the Browser Microsoft Edge Browser Mozilla Firefox Browser “One or More of the Document Libraries on the User or Group’s OneDrive Contains More Than 5,000 OneNote Items” Error When Accessing a Notebook for Microsoft Teams Microsoft Teams Is Slow During Video Meetings on laptops Docked to 4K/UHD Monitors Unable to Create a Team The Removed User Appears as an “Unknown User” in Microsoft Teams Unable to See Dial Pad or Dial Pad Is Missing in Teams Unable to Dial Out Using Teams Error When Signing into Teams: “You’re Missing Out! Ask Your Admin to Enable Microsoft Teams for ” Validating Teams Client Connectivity Checking the Connectivity of a Microsoft Teams Workload Microsoft Support and Recovery Assistant Tool Issues with Teams User Presence in Outlook Additional Troubleshooting Information Adding the Teams Meeting Add-in to Outlook Teams Microphone Captures Background Noise The Audio Device Is Causing an Echo in Teams Meetings or Calls Removing Contact Information from Teams Microsoft Teams Sign-in Issues User Account Provisioning Troubleshooting Using Teams Client Sign-In Logs End User Audio/Video Quality Troubleshooting Issues with Public and Private Channels Teams Channel Types Differences Between the Capabilities of Public and Private Channels Troubleshooting Public and Private Channels Teams and Channels Have Disappeared from a User’s List Users Unable to Create Private Channels A Team Owner Cannot Change a Public Channel to a Private Channel Limitations of Private Channels Managing Permissions, Teams Policies, and Tenant Policies Troubleshooting and Verifying Teams Channel Email Settings Troubleshooting Replication Issues in Teams and Channels What Happens to Files When the Teams Channel Is Deleted? Restoring a Channel That Was Deleted by Mistake A User Has Deleted a Private Channel and Cannot Now Create a Public Channel with the Same Name Deploying and Updating Teams Client Software Installing and Updating Teams Client Software Managing Installation and Update Options for a Teams Desktop Client Troubleshooting Teams Client Updates Troubleshooting Teams Client Startup and Configuration Teams Desktop Client Startup Troubleshooting Audio and Video Devices Resolving Teams Display Issues with 4K/UHD Monitors Troubleshooting Teams Desktop Client Performance Issues Hardware Requirements for Teams Clients Troubleshooting Teams Client High Resource Consumption Exploring Network Issues and Optimizing Network Performance Evaluate Teams Web Traffic and Review HTTP Status Codes Installing and Troubleshooting the Teams Meeting Add-In Installing the Teams Meeting Add-In Configuring Teams Meeting Policy Settings Troubleshooting the Teams Meeting Add-In Understanding Teams External and Guest Access and Troubleshooting Any Issues Verifying External and Guest Access Settings Configuring External Access Configuring Guest Access Troubleshooting Teams External Access Use External Access When... Troubleshooting Guest Access Verifying Guest Meeting Configuration Policies Managing Inactive Guest Users Auditing Invitations That Were Sent but Not Used Auditing Inactive Accounts Troubleshooting Issues with Teams Apps (First and Third Party) Teams Admin Center App Management Troubleshooting Issues with Apps Configuring Teams to Allow or Block an App Troubleshooting Issues Interoperating with Skype for Business Troubleshooting Federation Issues Between Teams and Skype or Skype for Business Native Interop and Interop Escalation Troubleshooting Interop Chat Scenarios You Are Unable to Start a Chat Conversation Using Skype for Business Summary References Chapter 5: Troubleshooting Microsoft Teams Call Quality Issues Understanding Teams Signaling and Media Flow for Troubleshooting The Teams Media Flow Requires ICE, STUN, TURN, and TR How Do ICE, STUN, and TURN Work? Understanding Teams Media Connectivity Using Transport Relays How Do Teams Clients Find a Transport Relay? Transport Relay Discovery Plus Candidate Allocation How UDP Ports Are Used in Teams Media What Happens If UDP Ports Are Blocked on One Side? Why and When to Use Bandwidth Control in Teams Tips for Optimal Call Quality Between Teams Clients and Devices Troubleshooting Teams Peer-to-Peer and Multi-Party Call Flow Problems Viewing Call Analytics for a User Troubleshooting Teams Meeting Creation and Recording Issues Troubleshooting Teams Meeting Creation Understanding Policy Precedence Is Essential for Troubleshooting Verifying Meeting Policy Settings Troubleshooting Guest Access Issues Troubleshooting Recording Issues Checking Audio and Video Policies Requirements for Recording Running the Meeting Recording Support Diagnostics Examining Teams Content Sharing and Attendee Access Problems Troubleshooting Sharing Issues Per-Organizer and Per-User Policies Checking Network Settings Troubleshooting Meeting Attendee Access Effectively Manage and Troubleshoot Teams Live Events Issues Optimizing Teams Live Events Deciding Who Can Schedule and Attend Live Events Configuring Live Event Policies and Settings Managing Live Events Settings Planning and Creating Your Event Troubleshooting Teams Messaging and Reporting Problems Troubleshooting Messaging Issues Checking Messaging Policies Troubleshooting File Sharing in Person-to-Person Private Chats Troubleshooting File Sharing Issues Troubleshooting File Sharing in Person-to-Person Private Chats Common Troubleshooting Steps for Chat Issues OneDrive for Business (File Store) Troubleshooting Sharing Files Using OneDrive Troubleshooting File Sharing Issues Managing SharePoint and OneDrive Settings Validate That the SharePoint Site for the Channel Is Accessible Validating SharePoint Access Permissions Confirming That the SharePoint Site Collection Link Is Intact Troubleshooting File Issues for Public Channels Verifying SharePoint Access Permissions Determining Whether the Name for a Channel or Team Has Been Changed Teams Channel Troubleshooting Troubleshooting File Synchronization Issues and Missing Files Summary References Chapter 6: Troubleshoot Microsoft Teams Phone System (Calling Plan and Direct Routing) Issues Understanding Microsoft Teams Phone System Phone System Basics Microsoft Teams Phone System Teams Phone System Types Teams Phone Number Types Troubleshooting Microsoft Teams Phone System Troubleshooting Direct Routing Issues When To Use Direct Routing Troubleshooting Dial Pad Problems Troubleshooting Phone Number Issues Unable to Find Direct Routing Phone Numbers in the Teams Admin Center How Do Microsoft Teams Use Reverse Number Lookup? Investigating RNL Issues Identifying and Troubleshooting Direct Routing Issues Troubleshooting Certificate Issues for Direct Routing Troubleshooting SIP Options Issues Troubleshooting Direct Routing SBC Connectivity Examining the PSTN Usage Reports for SIP Call Failures Checking and Validating SBC Connections Using the Teams Direct Routing Dashboard for a Health Check Troubleshooting Direct Routing Configuration Teams Direct Routing Diagnostic Tool Using SIP Options to Monitor SBC to Teams SIP Proxy Connectivity Analysis of the SBC Syslog Inbound or Outbound Call Troubleshooting Using SBC Syslog Inbound Calls Media Flow Details Successful Inbound Call Session Information Process Teams SIP Proxy Teams Call Media Flow in a Media Bypass Scenario Media Bypass with Direct Routing Troubleshooting a Media Bypass How Do Teams Call Transfers Work? How Does the Failover Mechanism Work for SBC Connections to the Teams SIP Proxy? The User Receives Multiple Missed Calls for the Declined Incoming Call Troubleshooting Teams Call Routing and Normalization Issues Using the Inbound or Outbound Number Translation Rule for Teams Calls Applying Number Translation Rules Troubleshooting Dial Plans (Normalizing the Phone Number) How Do Normalization Rules Work? Troubleshooting Normalization Rules Configuring and Troubleshooting Audio Conferencing Setting a Default Audio Conferencing Bridge Setting Up Audio Conferencing Communications Credits Troubleshooting Phone System, Numbers, Dial Plans, Voice Routing, and Emergency Call Routing Policies Managing and Troubleshooting Phone Number Assignment Issues How Many Numbers Can You Get? What Kind of Phone Numbers? How Do You Assign Phone Numbers to Users? Assigning a Dial Plan, Voice Routing, Emergency Call Routing, and Calling Policies to a User Assigning Policies Through the Teams PowerShell Module Enabling Users for Direct Routing with Teams Phone Enabling Voice and Voicemail Services with Direct Routing Assigning a Voice Routing Policy Group Call Configuration Troubleshooting and Managing Call Forwarding, Simultaneous Ring, and Delegation Issues Troubleshooting Calling Policy Features Configuring a Calling Policy Using Teams Admin Center Troubleshooting Phone System Issues Validating Phone System Setup and Configuration Troubleshooting Auto Attendants and Call Queues Microsoft Teams Room System Troubleshooting Teams Rooms System Sign-In Issues Analyzing Log Data from Teams Rooms Devices Managing and Troubleshooting Microsoft Teams Phone Devices and Room Systems Managing and Troubleshooting Microsoft Teams Rooms Systems Licensing Requirements Teams Room Management Options Teams Room Troubleshooting Microsoft Rooms Policy Options Using Remote Provisioning and Sign In for Teams Phones Updating Microsoft Teams Devices Remotely Teams Rooms Device (Automatic) Updates Managing Teams Devices Effectively Troubleshooting Unexpected Sign-Out Issues Best Practices for Teams Android Devices Setup and Management Troubleshooting Teams Apps Access Controlling the Apps Allowing or Blocking Teams Apps Summary References Chapter 7: Real-World Troubleshooting Common Issues and Troubleshooting Tips Unable to Add a Member to the Team Resolution Unable to Add a Guest User to the Team Enabling Archiving or Increasing the Mailbox Quota for a Microsoft 365 Mailbox Used by Teams Unable to Send Chat Messages to a Group Chat in Teams Unable to Log into Teams/Unable to View the Photo in Chat Teams on Windows Teams on macOS Including or Exclude Teams from Antivirus or DLP Applications Microsoft Teams Automated Diagnostic Scenarios Accessing Self-Service Support Scenarios Modern Authentication Failure in Microsoft Teams Microsoft Teams Stops Working When Joining from Edge or Internet Explorer You Don’t See Team Members After Your Account Is Re-enabled Unblocking a phone number in Teams The Attendee Maximum for Meetings Is Capped at 1,000 Microsoft Teams Rooms Can’t Open PowerPoint Presentations After Disabling TLS 1.0 and TLS 1.1 in Skype for Business Server 2019 and Skype for Business Server 2015 Teams Requires Five or More Digits to Dial Out The Dial Pad Is Missing in Teams The Organizer Is Unable to Start an Outlook Meeting and Is Stuck in the Virtual Lobby PSTN Callers with the Same “From” Number Are Shown As the Same User Static Conference ID Not Supported for Microsoft Teams Meetings Microsoft Teams Meetings Are Not Available Unable to Hear Audio While Sharing Content During a Live Event in Microsoft Teams Teams Is Slow During Video Meetings on Laptops Docked to 4K/UHD Monitors Error “The following application instance is not present in BVD” When Assigning a Phone Number to a Resource Account Users with Exchange Online Mailboxes Can’t Access Meetings or Connectors External Federated Contacts Don’t Appear in Teams Search The Public Team List Does Not Display All Teams in Teams Troubleshooting Teams Delegation Issues Step 1: Verify That the Delegate Has Been Granted Editor Permission to Access the Delegator’s Calendar Step 2: Verify That the Delegate Has Been Granted “GrantSendOnBehalfTo” by the Delegator Step 3: Verify that Teams Isn’t Blocked from Accessing EWS for the Entire Organization Step 4: Verify That Teams Isn’t Blocked from Accessing EWS for the Delegator’s Mailbox Step 5: Escalate the Issue Troubleshoot Teams Calendar App Issues Step 1: First, Verify That the Teams Calendar App Is Enabled by Following These Steps Step 2: Verify Teams Upgrade Coexistence Mode Allows Teams Meetings Step 3: Verify That Teams Isn’t Blocked from Accessing EWS for the Entire Organization Step 4: Verify That Teams Isn’t Blocked from Accessing EWS for the Affected User Step 5: Verify That the Microsoft Teams Calendar App Test Is Successful Step 6: Escalate the issue Troubleshooting Teams Presence Issues Step 1: Locate the On-Premises Exchange EWS URL Step 2: Verify That the Teams Presence Based on the Calendar Events Test Is Successful Step 3: Verify That Teams Is Not Blocked from Accessing EWS for the Entire Organization Step 4: Verify That Teams Is Not Blocked from Accessing EWS for the User’s Mailbox Step 5: Escalate the Issue Error When Opening a File in Teams: You Don’t Have Access to This File “Attempted to Perform an Unauthorized Operation” Error When Accessing the Files Tab in Teams Enabling Guest Sharing from the SharePoint Admin Center Users Cannot Send a Poll to External or Guest Users in Teams Private Chat A Contact’s Presence Status Is Unknown in Teams Teams Presence Status Is Not Updating Correctly External Users Appear As Unknown in Meeting Details The Chat Option Is Missing in Teams Meetings Issues with Meeting Recordings Resolution The Meeting Recording Button Is Missing The Meeting Recording Link Is Not Visible in the Chat Window Issue Known Issues That Affect Teams Webinars The “For Everyone” Option Is Greyed Out or Missing Configuring Setting for Microsoft Teams with Apple CarPlay First, Allow User Devices to Use Siri Allow Data Transfer to Any App on Your Device Unable to See the Shared Image in Teams Chat Microsoft Teams Phone System Issues and Resolutions A Quick Recap About Teams Phone System A Teams User Can’t Make a Phone Call Searching for a New (Unused) Phone Number Using Teams Admin Center Unable to Manage Dial Plans Call Transfers Are Not Working in Microsoft Teams Call Transfers Auto Attendant Does Not Transfer Calls to an External PSTN Number The SIP Refer Message Doesn’t Contain a Phone Number, or the Phone Number Is Incorrectly Formatted No SIP Refer Comes from the SIP Proxy to the SBC Teams Calls Get Dropped Before the Transfer Is Completed No Ringing Sound When Transferring Calls Local Media Optimization for Direct Routing Isn’t Working As Expected Wrong Location Sent in the X-Ms-UserLocation Header Teams Incoming Calls Fail or Go to Voicemail If Both LMO and LBR Are Enabled Teams Outbound Calls Are Not Working Using Direct Routing An Incorrect Caller ID Is Displayed to the Call Recipient A Connection to the SBC Is Not Established Unable to Make a Phone Call Using Teams Multiple Users Are Unable to Make Phone Calls using Teams The Teams PSTN Gateway Is Disabled PSTN Gateway or SBC Not Responding for SIP Options SBC Connectivity Issues Overview of the SIP Options Process The SIP Proxy Checks the Connection Request SIP Option Not Working TLS Connection Issues Call Forwarding Is Not Working in Teams Direct Routing Decoding a Microsoft Teams Meeting URL No Notification When a Meeting Has Started How Does Microsoft Teams Notification Work? Manage Teams Notification: Why does the meeting start notification not shows in the Teams iOS app? Microsoft Teams Call Quality Issues When the Issue Happens, Where Do We See It? Capturing Network Traces Using the Wireshark Tool for Packet Loss Troubleshooting How Does Microsoft Teams’ “Spam Likely” Notification Work? Microsoft Teams Shows the Wrong Display. Teams Meeting Shows the Incorrect Username. Teams Meeting Doesn’t Show the Proper Picture of Users. Common Issues When You Use SIP Devices with Teams Can’t Onboard My SIP Device Web App Authentication Fails When Trying to Sign In A Device Doesn’t Update After a Successful Sign-In Teams on Android Devices Unexpectedly Signed Out Option 1: Sign In From the Teams Admin Center Option 2: Restart the Device and Then Sign In from the Teams Admin Center Option 3: Generate a New Code on the Device to Sign In Option 4: If You Still Can’t Sign into the Device, Reset It to Its Factory Settings Summary References Chapter 8: Teams Call Quality Dashboard for Call Quality Troubleshooting The Essential Information for Optimal Call Quality Bandwidth Requirements for Teams Modality (Audio/Video/Sharing) Teams Call Quality Dashboard Use Call Analytics with Reporting Labels Configuring Reporting Labels Configuring Tenant Data for Location-Enhanced CQD Reports Preparing Data Files Building Data (Buildings Where Teams Endpoints Are Located) Uploading Building or Endpoint Information Troubleshooting Building File Updates Identifying and Troubleshooting Issues with the CQD Who Can Access the CQD? Accessing the CQD Reports Available in the CQD and Their Use Microsoft Call Quality Connector and PowerBI Using PowerBI to Analyze CQD Data Installing the Microsoft Call Quality Power BI Connector Configuring the Microsoft Call Quality Power BI Connector Building a Custom Call Quality Report Using PowerBI Connector Building Your Custom Queries Teams Phone System Direct Routing Health Dashboard Finding Issues with the Teams Direct Routing Health Dashboard Teams Direct Routing Health Dashboard Opening the Teams DR Health Dashboard What Is NER and How Is It Measured? Validating the SIP Options Status Microsoft Teams Reports Using the CQD for Call Quality Troubleshooting Using Call Analytics for Call Troubleshooting Troubleshooting Individual Calls Using Call Analytics For Deep-Dive Troubleshooting Main Issues That Mark a Call As a Poor Session Using the CQD for Call Troubleshooting Using Teams Real-Time Analytics for Poor Call Quality Troubleshooting Opening Real-Time Analytics What Is the Teams Client Platform, and Do Teams Devices Support RTA? Summary References Glossary Index Learn and understand Microsoft Teams functionality, potential issues, and the tools available to troubleshoot Teams. This book provides a complete overview of Teams Phone system (PSTN) connectivity, call routing and quality troubleshooting, and best practices to support a Teams environment. The book begins with an introduction to Microsoft Teams and it provides a troubleshooting terminology. You will understand how to identify and develop a systematic approach for troubleshooting Teams. You will learn Teams Phone (voice) management and how to handle issues related to: Direct Routing connectivity, call routing, emergency calling, and much more. The book covers issues related to Teams client-side and external access along with Teams call quality troubleshooting. You will gain knowledge of real-world issues and use Teams troubleshooting tools such as the: Connectivity Analyzer, call diagnostic tool, SBC Syslog, Call Quality Dashboard, and quality analytics tool. You will go through the: Call Quality Dashboard with custom queries, PowerBI connector tool for the Teams Call Quality Dashboard, Teams Phone system Direct Routing Health Dashboard for call quality troubleshooting, and learn how to design PowerBI-based Teams reports. After reading this book, you will be able to quickly diagnose Teams connectivity and quality problems, and discover the root cause of any Teams issue. This book also is a practical guide you can use to prepare for the certification exam on troubleshooting Microsoft Teams (Exam MS-740). What You Will Learn Understand Microsoft Teams service components and their functionality Understand unique approaches and techniques to identify an issue, capture the diagnostic log, and analyze the log Detect poor audio/video calls and troubleshoot underlying problems Troubleshoot and administer Teams Phone system connectivity and call routing issues Use the Call Quality Dashboard, and Analytics, for call quality troubleshooting Understand and design a custom call report based on PowerBI report templates Prepare for the certification exam on troubleshooting Microsoft Teams (Exam MS-740) Who This Book Is For Microsoft Teams administrators, support engineers, helpdesk engineers, telecom admins, and network engineers