Teams Troubleshooting
An installation between Microsoft Teams and an existing PBX can encounter many problems. This guide is intended to be a compendium of these problems and the actions you can take to fix them.
NOTE: Do not make changes in the Microsoft Admin Center to direct route settings without talking to technical support first. It is very easy to break direct routing in ways that will require Powershell to fix. Please open a ticket instead to reduce possible downtime.
Problem |
Reason |
How to Fix |
|---|---|---|
| As a Reseller, I changed the Branding but it didn’t show up | Branding takes effect next time the Enterprise or the Reseller beneath you logs into the portal. | Logout and login again to the Partner Provisioning portal. |
| Conference calling is impossible | Microsoft requires an additional license to enable audio conferencing. This license is included in E5, but not E3. | Purchase the Microsoft 365 Audio Conferencing license. |
| Conference calls are being managed by Microsoft instead of the PBX | This is the default Teams setting. | Switch the settings in Teams Admin > Legacy Portal to Don’t Allow Dialouts |
| Enterprise Invitation Email is not arriving at the intended inbox. | Check spam filters and junk folders the email is being blocked or sequestered. | You can resend the Invitation Email in the Service Portal. |
| I added Users as a Reseller Admin and they still have a red indicator in Teams Registration. | The PBX info is incorrect or you need to white list Microsoft Teams Connector’ IP address. Please confirm that the PBX is seeing the attempted registration and reporting on the failure. |
Here is a walk-through of the two-step process to add users as a Reseller. Once the Reseller adds the User the Enterprise will need to activate. |
| I added Users, everything appears in order, but no dialpad is showing up in Teams. | Microsoft can take up to 24 hours to show the dialpad. There can also be a misconfiguration in the Direct Routing setup. | |
| I kicked off the Direct Routing setup and after several minutes it failed and I got this message: Unable to Complete Direct Routing. Microsoft Gateway synchronization is still in progress. Click on Complete Direct Routing in 15 minutes. | Microsoft is propagating changes slowly and has not provided confirmation that the Direct Routing gateway is setup. We poll for 10 minutes then stop. | Click on the Complete Direct Routing button on the Enterprise Direct Routing page after 15 minutes (give Microsoft time for propagation). |
| I selected the wrong PBX type and now I can’t change it. | PBX details are coded as part of the Direct Route you have built into Microsoft. | You will need to reset the Direct Routing which requires a Microsoft Enterprise login working with an Admin login. Contact your System Admin. After Direct Routing has been reset, open a ticket with us so we can manually change the PBX type. |
| New users and licenses were added in Microsoft but I can’t see them in the ConnecttoTeams Service or Enterprise portal. | Microsoft can take hours to show purchased licenses as available for assignment. | First, wait. After 24 hours if the problem is not resolved open a ticket with Microsoft. |
| The Enterprise Admin added the Teams Application but its not showing up in Teams | It usually takes 5-10 minutes to show up. | Wait and refresh the Teams client/browser/app by cycling login. |
| The Enterprise Admin does not get to the Microsoft Permissions page. | This means the Microsoft Enterprise Credentials do not have the correct roles. | Reconfirm the Microsoft Enterprise credentials have full Global Administrator rights. |
| The Enterprise Users previously used Microsoft Calling Plans. | If a Microsoft User has the Microsoft Calling Plans license and has the Domestic Routing license enabled it will block the Setup on any new Direct Routing. This can be indicated by a red D icon in the “License Details” section for each user in the Enterprise Portal. | In Microsoft Admin, make sure the user doesn’t have Calling Plan or Domestic Calling selected |
| The Enterprise we are going to setup previously used another Direct Routing option. | This becomes a big problem if the Microsoft User you are setting up was using the other Direct Routing. | If you want to provision the same Users on a new Direct Route you should delete the old Direct Routing for that User. |
| The Microsoft Enterprise Admin is not able to login to the ConnecttoTeams Enterprise portal. | Either the Enterprise Admin does not have the right role in that Enterprise or the Enterprise is not registered (Invited and Setup) in ConnecttoTeams. | You can make sure the delegated login has the right setup in Microsoft make sure the delegated login has the right setup in Microsoft or you can check that you are using the right global admin credential for the Enterprise. |
| When Direct Routing was set up there was a new DirectRouting User created in the Enterprises Microsoft Office. | This is the User created to set up the Direct Routing domain. | This is normal behavior. You can recoop the licenses used but DO NOT DELETE THE USER. |
| When Enterprise Admin goes to Direct Routing Management all the licenses are red. | If licenses are red that means they are not available for assignment. If they are yellow that means they have expired | Buy licenses so you have the right ones available for Direct Routing setup (1 available User + Phone system add-on). |
| When I try to go to the Add User page it is telling me I don’t have any Users to add. | There are no User in the Microsoft Enterprise with the right licensing to set up the connector. | If the Enterprise has available licenses they should be assigned to the User(s). If not, The Enterprise needs to buy more Microsoft licenses for calling from this list. Don't forget to allow for 24 hours for propagation. |
| Calls are failing with a "502 Bad Gateway" error | Azure Active Directory Sync may be overwriting the user's phone number with an old one from elsewhere in the Microsoft Enterprise | Ensure there is no old number associated with the user anywhere in AAD, allow time for propagation changes to take hold after all traces of the old number have been deleted, and reprovision the user. |
| When deploying the app the error message "Team [name] is not found for this Tenant. Please check if the Teams Group is deleted. If deleted, manual deletion of the Teams Application is required" is thrown | Either the team was edited manually in Microsoft or naming conventions were not followed (i.e: a trailing space is not allowed by Microsoft in Team names, so it is automatically stripped which causes a mismatch) | Read more here and follow steps for deleting the app and trying again here. |
When a Global Admin of an Enterprise attempts to log in they immediately get logged out with the message - Text '<timestamp>' could not be parsed at index 0 |
The enterprise is not returning a valid token when Azure Active Directly is asked. This means AAD and the local domain controller are out-of-sync regarding the global admin's password. | Change the password for the global admin and sync it with Azure Active Directory. Engage the help of a Microsoft SME to ensure AAD and the local domain controller are communicating properly. |
| Call Cards are not appearing for the user | Either the enterprise is not using any feature codes, or the user has been deleted from the group in Teams | See here for more details. |
| Calls are failing, either for the whole enterprise or a particular user | There are multiple possible root causes. | Check Direct Routing, ensure that Microsoft Domestic Calling Plan is not in use, ensure all Microsoft Teams Phone Connector IP addresses are whitelisted. |
| Re-assigning an extension to a new user that was assigned to an old user isn't working because the old user is still tying the extension up | The former user was deactivated in Microsoft but not deactivated in ConnecttoTeams | On the "Manage Users" page, click "Advanced User Search --> Unlicensed Users," find the profile of the old user, and delete their ConnecttoTeams setup. |