Self-help diagnostics for Microsoft Teams administrators

• Applies to:

  Teams

To keep apace with the growth in usage of Microsoft Teams, Microsoft has developed Teams-specific diagnostic scenarios that cover top support topics and the most common tasks for which administrators request help with configuration. It is important to note that while these diagnostics can't make changes to your tenant, they do provide insight into known issues and provide instructions to fix the issues quickly.

Note

These diagnostics aren't available for the GCC High or DoD environments, or for Microsoft 365 operated by 21Vianet.

Run diagnostics

While you’re logged in as an administrator, navigate to the 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.

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:

Note

If a diagnostic detects an issue, and you implement a fix based on the results, consider rerunning the diagnostic to ensure the issue is completely resolved.

When IT admins run customer diagnostics in the Microsoft 365 admin center to resolve issues without logging support requests, Microsoft makes a donation to global nonprofit organizations.

For more information, see Diagnostics for Social Good.

Scenarios covered by diagnostics

Note

You must be an M365 Administrator to run diagnostics.

The following tables list the diagnostics organized by category. Each diagnostic has a brief scenario description and a shortcut command.

Authentication

Diagnostic	Description	Shortcut Link	Support Article
Teams Sign-in	Validates that a user can sign in to the Teams app.	Run Tests: Teams Sign-In	Resolve sign-in errors in Teams
Teams Federation	Validates that the Teams user can communicate with a federated Teams user.	Run Tests: Teams Federation	Manage external access (federation)
Unable to Invite Guest Users to Teams	Validates that a specific guest can sign into Teams.	Run Tests: Teams Guest Access	Guest access in Microsoft Teams

Files

Diagnostic	Description	Shortcut Link	Support Article
Teams Files Guest Access	Validates that guest users can be added to Teams and the Team is shared with the user.	Run Tests: Teams Files Guest Access	Guests can't access Files tab for shared files in Teams
Unable to upload files to Teams chat	Validates if the specified user can upload files in Teams chat.	Run Tests: Unable to upload files to Teams chat	Error when uploading files to a Teams chat
Unable to access files shared in Teams chat	Validated that a specified user being unable to access files shared by another user in chats.	Run Tests: Unable to access files shared in Teams chat	Error (You don't have access to this file) when opening a file in Teams
Unable to access files in a team	Validates that a specified user has access to files in the Team.	Run Tests: Unable to access files in a team	Can't access the Files tab on a Teams channel

Meetings

Diagnostic	Description	Shortcut Link	Support Article
Teams Calendar App	Validates that the pre-requisites are properly configured for the Microsoft Teams calendar app to function.	Run Tests: Teams Calendar App	Troubleshoot Microsoft Teams and Exchange Server interaction issues
Meeting Recording Missing	Attempts to locate a missing Teams Meeting Recording	Run Tests: Missing Recording	Teams cloud meeting recording
1:1 Call Recording	Checks a user's policy for 1:1 Call Recording capability	Run Tests: Teams 1:1 Call Recording	Issues with meeting recordings
Teams Add-in is Missing in Outlook	Validates that a user has the correct policies to enable the Teams Outlook add-in.	Run Tests: Teams Add-in Missing in Outlook	Resolve issues with Teams Meeting add-in for Outlook
Teams Live Events	Validates that a user is able to schedule Teams live events.	Run Tests: Teams Live Events	Troubleshooting live events in Microsoft Teams
Teams Meeting Recordings	Validates that the user is properly configured to record a meeting in Teams.	Run Tests: Meeting Recording	Teams cloud meeting recording

Presence

Diagnostic	Description	Shortcut Link	Support Article
Teams presence	Validates that a user's Teams presence can be correctly displayed.	Run Tests: Teams presence	Your actual presence status isn't displayed in Teams

Voice

Diagnostic	Description	Shortcut Link	Support Article
Teams Direct Routing	Validates that a user is correctly configured for direct routing.	Run Tests: Teams Direct Routing	Diagnose issues with Direct Routing
Teams Call Queue	Validates that a call queue is able to receive calls.	Run Tests: Teams Call Queue	Create a call queue in Microsoft Teams
Teams Dial Pad is Missing	Validates that the dial pad is visible within Teams.	Run Tests: Teams Dial Pad Missing	Dial pad in missing in Teams
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.	Run Tests: Teams PSTN	Set up Microsoft Calling Plans
Unable to Join or Create a Teams Conference Call	Validates that a user has the ability to create or join a PSTN conference call.	Run Tests: Teams Conference	See a list of users that are enabled for Audio Conferencing in Microsoft Teams
Teams Auto-Attendant	Validates that an auto attendant is able to receive calls.	Run Tests: Teams Auto Attendant	Set up an auto attendant for Microsoft Teams
Teams Voicemail	Validates that a user is properly configured to use Voicemail in Teams.	Run Tests: Voicemail	Set up Cloud Voicemail
Teams Call Forwarding	Validates that a user is properly configured to forward calls to a specified number.	Run Tests: Teams Call Forwarding	Configure call settings for your users

While these diagnostics require admin permissions to be run, your users can run other diagnostics by using the Microsoft Remote Connectivity Analyzer. See Self-help diagnostics for Teams in Remote Connectivity Analyzer for more information.

Still need help? Go to Microsoft Community.