10 Tips for Microsoft Teams Troubleshooting – an Admin Guide

Microsoft Teams has become the backbone of collaboration and communication for countless organizations. However, like any complex software, it can occasionally present challenges that require troubleshooting. This guide highlights key areas for administrators to investigate when users encounter Microsoft Teams and Call issues with ten tips for Teams troubleshooting.

Yes, the classic “restart” still holds true! Microsoft Teams frequently performs silent updates in the background, and sometimes these updates can temporarily disrupt functionality. Even if Teams was working flawlessly moments ago, a recent update might be the culprit. To check the installed Teams client version, navigate to Settings -> About Teams.
You might be wondering, “Doesn’t Microsoft Teams update automatically?” Yes, it generally does. However, the automatic update process can sometimes fail due to various reasons, including interfering Group Policies, conflicting third-party software, misconfigured Delivery Optimization settings, and metered network connections

For in-depth guidance on diagnosing these update issues, refer this article on Troubleshooting (New) Microsoft Teams Client Update Issues.

It’s crucial to ensure your users are on a current version, as Microsoft has announced it will begin blocking users from using Teams clients older than 90 days. Furthermore, checking the version can reveal if a user is on a preview release ring. Bugs encountered on pre-release versions should be reported to Microsoft to prevent widespread issues upon general release.

When the Teams app misbehaves, Microsoft often recommends a full “reset.” This involves closing the app and then navigating to Windows Settings -> Apps -> Installed apps -> Microsoft Teams -> Advanced options -> Reset. Be aware that this will restore Teams to its default settings, and users will lose local configurations like dark mode.

A less disruptive alternative is a “soft reset” by clearing specific cache folders. This often resolves issues while preserving most user settings. To perform a soft reset, delete the contents of the following subfolders under:

%LocalAppData%\Packages\MSTeams_8wekyb3d8bbwe\LocalCache\Microsoft\MSTeams\EBWebView\WV2Profile_tfw\

For macOS, navigate to ~/Library/Application Support/Microsoft/Teams and remove the same folders. If the soft reset doesn’t resolve the problem, a full reset might be necessary.

The Microsoft 365 admin center provides Teams-specific diagnostics tools for administrators. These diagnostics can help identify and resolve common support issues and configuration tasks. While administrator permissions are required for these built-in tools, the Microsoft Remote Connectivity Analyzer offers a range of connectivity tests that can be run without admin privileges.

Teams log files, stored locally on the user’s machine, contain a wealth of information, although navigating them can sometimes be challenging. You can find them at the following location:

“%LocalAppData%\Packages\MSTeams_8wekyb3d8bbwe\LocalCache\Microsoft\MSTeams\Logs”

Key log files in this directory include:

While some errors will show up in these logs even when Teams is functioning correctly, the MSTeams_*.log file is still a valuable resource to check for troubleshooting immediate issues.

If you have (remote) access to the affected computer and aren’t sure which logs to collect, you can instruct the user to open Teams and press <ctrl> + <alt> + <shift> + <1>. This keyboard shortcut generates a problem report, automatically downloaded to the user’s Downloads folder, containing:

Issues with Teams calls aren’t always limited to Microsoft or network connectivity; the user’s devices themselves can be a contributing factor too. Check:

Many Teams issues related to installation, updates, feature availability, and permissions stem from policies, settings, and registry keys applied to the user or their device. These configurations can significantly impact the user experience. Therefore, it’s essential to:

Understanding how to manage Teams policies can be crucial when troubleshooting issues later.

Issues with Teams meetings and calls introduce a layer of network complexity to troubleshooting. Call quality is heavily dependent on the underlying network infrastructure. Common culprits include:

The Microsoft Remote Connectivity Analyzer can help identify some network-related issues, but a comprehensive investigation of the network path between the user and Microsoft, as well as other call participants, might be necessary. Ensure:

The impact of VPNs on real-time media traffic is often underestimated, as they can sometimes route users through distant media relays, negatively affecting performance.

If your organization utilizes Quality of Service (QoS), verify that it is correctly configured and applied to Teams media traffic across your network. Incorrectly configured QoS can sometimes hinder rather than improve call quality. Learn more about implementing QoS for Microsoft Teams.

Wireless networks are often more susceptible to interference and instability compared to wired Ethernet connections, which can lead to Teams call quality problems, especially in unmanaged home office environments. Factors like outdated router drivers, distance from the access point, and channel frequency can all play a role.

Advise users with persistent call quality issues on Wi-Fi to try a wired Ethernet connection or move closer to their router to see if it resolves the problem. You might also suggest checking for common Wi-Fi interference issues.

For troubleshooting Teams call issues, you can also use CQD for tenant wide info or call analytics for specific problematic calls to analyse the call related metrics. Although these metrics are generally aggregated, more detailed real-time analytics are available in specific situations where you can view scheduled in-progress calls as they are happening. Reviewing metrics like the ones provided by CQD, call analytics and real-time analytics can provide great insights into trends or give you clues as to where to focus your investigations.

More info on using CQD and call analytics for improving call quality, can be found here: https://learn.microsoft.com/en-us/microsoftteams/monitor-call-quality-qos

Last but certainly not least. Microsoft provides real-time updates on any active issues that might be affecting your users through the Service Health Dashboard, accessible at https://admin.microsoft.com/#/servicehealth.

Checking this dashboard can help you determine if a reported issue is a widespread outage or a localized problem. It also keeps you informed about updates and fixes Microsoft is implementing. Additionally, follow the official @MSFT365Status channel on X for timely updates on service incidents.

Be aware though that there can be quite a delay between users first experiencing issues, and Microsoft listing it or reporting on it on their channels as they will first verify if the issue is really on their end and significant enough to report on. Sometimes this means a report only appears well after your users have started complaining about it.

Recognizing that the troubleshooting steps outlined above can be time-consuming and complex, panagenda developed TrueDEM to consolidate much of the essential information needed to diagnose Microsoft Teams issues and added loads more that would otherwise be unavailable or hard to collect. TrueDEM provides invaluable end-to-end insights and real-time call metrics for all Teams calls & meetings. Particularly when tackling intricate situations affecting Teams calls and meetings, where seamless operation across Microsoft’s services, the network, user devices, and peripherals is critical.

By offering a comprehensive view without requiring direct Microsoft Teams Admin Center or device access, TrueDEM empowers your IT department with the information needed for effective and swift troubleshooting, ultimately ensuring your users enjoy the best possible Teams experience.

Ready to simplify your Microsoft Teams troubleshooting? Contact us to learn more about how TrueDEM can revolutionize your IT department’s approach to maintaining a seamless collaboration environment.