Self-help diagnostics for Microsoft Teams administrators

Summary

As Microsoft Teams usage grows, Microsoft has developed Teams-specific diagnostic scenarios that cover top support topics and the most common tasks for which administrators request configuration help. It is important to note that while these diagnostics cannot make changes to your tenant, they do provide insight into known issues and the instructions that you’ll need to fix the issues quickly.

More information

While you’re logged in as an administrator, visit your Microsoft 365 admin center. In the navigation pane, select Show all > Support > New service request. After you briefly describe your issue (for example, “I can't invite a guest to Teams”), the system determines whether a diagnostic scenario matches your issue.

Note

As you type search terms, a type-ahead query assists you to find the topics that you’re searching for.

Teams diagnostic query screen.

Enter your organization’s root URL. In the Guest Access diagnostic, select the drop-down arrow, select a pre-populated URL from your tenant, and then select Run tests.

After the diagnostic checks finish and the configuration issue is found, the system provides the steps to resolve the issue. In this example, the Tenant Admin had not turned on Guest Access:

Example diagnostics response screen.

What scenarios are currently covered?

Note

You must be an M365 Administrator to run diagnostics.

The following diagnostics are currently available with brief scenario descriptions and shortcut commands:

Diagnostic Description Shortcut cmd
Teams Sign-in Validates that a user can sign in to the Teams app. Diag: Teams Sign-In
Teams Direct Routing Validates that a user is correctly configured for direct routing. Diag: Teams Direct Routing
Teams Call Queue Validates that a call queue is able to receive calls. Diag: Teams Call Queue
Teams Remove Number from Conference Bridge Validates that the number can be removed from the conference bridge. Diag: Remove Conf Bridge Number
Teams Dial Pad is Missing Validates that the dial pad is visible within Teams. Diag: Teams Dial Pad Missing
Teams Calendar App Validates that the pre-requisites are properly configured for the Microsoft Teams calendar app to function. Diag: Teams Calendar App
Teams Federation Validates that the Teams user can communicate with a federated Teams user. Diag: Teams Federation
Teams Files Guest Access Validates that guest users can be added to Teams and the Team is shared with the user. Diag: Teams Files Guest Access
Teams Add-in is Missing in Outlook Validates that a user has the correct policies to enable the Teams Outlook add-in. Diag: Teams Add-in Missing in Outlook
Unable to Invite Guest Users to Teams Validates that a specific guest can sign into Teams. Diag: Teams Guest Access
Unable to Make Domestic or International PSTN calls in Teams Validates that a user has the ability to make or receive domestic or international PSTN calls. Diag: Teams PSTN
Unable to Join or Create a Teams Conference Call Validates that a user has the ability to create or join a PSTN conference call. Diag: Teams Conference
Teams Auto-Attendant Validates that an auto attendant is able to receive calls. Diag: Teams Auto Attendant
We Can't Get Your Files Validates that a Team is provisioned and accessible by the specified user. Diag: Teams Files Error
Teams presence Validates that a user's Teams presence can be correctly displayed. Diag: Teams presence
Teams Live Events Validates that a user is able to schedule Teams live events. Diag: Teams Live Events
Teams Meeting Recordings Validates that the user is properly configured to record a meeting in Teams Diag: Meeting Recording

More diagnostics will be added at a future date.

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