Ignite 2019 - BRK3204 - Troubleshooting Microsoft Teams

Presented by: Carolyn Blanding and Bryan Wofford

Session summary:
During this session we dive deep into how to troubleshoot Microsoft Teams. We review many common areas of misconfiguration and the corresponding errors that you might see in these deployments. This session covers end-user scenarios and deep dives into the nuts and bolts of these scenarios through the tools of troubleshooting.

My notes:

"An ounce of prevention is worth a pound of cure." - Benjamin Franklin

How can a user tell if they have connectivity problems in Teams?
User Facing Diagnostics will let the user know if connectivity to the service is lost.

What should Administrators do to be sure that the Teams client can connect to our services and provide good call quality?

• Make sure firewalls are open for traffic to Teams.

• 13.107.64.0/18 - TCP 443
• 52.112.0.0/14 - UDP 3478-3481

• Configure QoS (DSCP markings and port ranges will be used)
• Bypass VPN for media
• Use local breakouts

How can Administrators investigate connectivity issues?
By using the Network Testing Companion

How can administrator’s stay informed of changes to Office 365 IP’s and URL’s and keep their network perimeter equipment up to date?
By using the "Office 365 IP Address and URL web service".

Guest Access must be turned on by an Administrator and can take up the 24 hours before it kicks in. It is possible to set which teams should be able to invite guests and which teams that should not. If errors occur, check the audit log.

Guest or External - who is who?

Allow time for user provisioning which can take some time in Office 365. When migrated a user can get into a stage where the Skype for business client is not working, and the chat and calls tabs are missing in Teams. This is because it takes some time for the client to be informed about these changes. Use Ctrl + Shift + Alt + 1 to download the client logs, and open the main "MSTeams Diagnostics Log.txt" and search for "OfficeIntegrationFirstRun" to see which policy the client is getting from the service. For example: "OfficeIntegrationFirstRun: sfbTeamsUpgradeService returned policy.mode=TeamsOnly". This is also why it is always a good idea to do migrations on Friday nights, so that everything can be set to go for Monday morning.

How can Administrators see the actual policy in use in the Teams client?
Use the debugger of a web browser such as Edge (F12), look at network and search for "TenantSettingsv2".

How can Administrators be sure that users enabled for Public Switch Telephone Network (PSTN) calling have a dial pad in Teams?
The requirements for a dialpad to show up are

• 1:1 Calling Enabled
• SfB Account is Online
• Enterprise Voice Enabled Online
• Business Voice Policy, or Hybrid Voice Policy and Online Voice Routing Policy

Next, download logs with Ctrl + Shift + Alt + 1, open the file and search for "CallingSupportService", check the parameters:

• isCallingAllowed
• isSkypeCloud
• isEVEnabled
• isBusinessVoicePath
• isByotEnabled

What do Administrators need to do to prepare for external communication with other organizations in Teams?
In the Teams admin center check Org-wide settings / External Access and check the SRV records for the domains in your tenant.

• _sip._tls.domain.com:443 should got to sipdir.online.lync.com
• _sipfederationtls._tcp.domain.com:5061 should got to sipfed.online.lync.com