Single user cannot access Teams.

[kennysarmy]

Yesterday a staff member emailed the IT support team:

 

 

I have just tried to log into teams and it says it cannot log me in. I can open all of the other programmes via the waffle tab at the top but not that. Can anyone advise?

 

Today they have emailed:

 

I have restarted my PC this morning and still no joy. Like yesterday if i go on ppt or word these open fine but when i click on teams it says checking credentials and then say it can't log me in. It takes me back to the log in page and when i add my e-mail and password still no joy. I did change my password remotely on Monday but it has not stopped me accessing anything else.

 

 

I am not sure where to start with this one, I've suggested using a different browser, the staff member is working remotely using a school laptop, as am I.

 

Any ideas people?

 

Thanks.

[pete]

If you're using Azure AD Connect, it'll whine in the event logs if it's having issues syncing a particular user's credentials.

 

If they use an icognito tab / private browsing, does Teams start working? If it does, they've got stale cached credentials (though why it only affects Teams and not email, I don't know).

[kennysarmy]

If you're using Azure AD Connect, it'll whine in the event logs if it's having issues syncing a particular user's credentials.

 

If they use an icognito tab / private browsing, does Teams start working? If it does, they've got stale cached credentials (though why it only affects Teams and not email, I don't know).

 

Nothing in the logs and the had the same issue with INCOGNITO mode

[Chaniel]

They should get a proper error code, have you managed to get a screenshot of the error?

 

In O365 Admin, are they licensed for teams? (Users > Search name > Licenses and Apps > Expand Apps > Check Teams

[kennysarmy]

They should get a proper error code, have you managed to get a screenshot of the error?

 

In O365 Admin, are they licensed for teams? (Users > Search name > Licenses and Apps > Expand Apps > Check Teams

 

Yes, licencing is by the main staff group and no others with issues.

 

As per my opening post there is no error it just tries to log her in then fails and returns her to the logon page again.

 

I'm getting frustrated that I cannot help her

[Chaniel]

I would see if you could (while they're logged in) going to credential manager, windows credentials and try clearing any "msteams_****" entries and then trying again.

[kennysarmy]

I would see if you could (while they're logged in) going to credential manager, windows credentials and try clearing any "msteams_****" entries and then trying again.

 

I'll see if I can get her to do that.

 

She is working from home on her own laptop!

[kennysarmy]

 

From the user...

[Chaniel]

Are they only using the web version of teams then? Can you downloading & installing the program?

 

Otherwise, all out of ideas and my next port of call would probably be MS Support (good luck)

[rad]

Get their login and try it on another device/pc?

 

We had it with a student, worked on parents but not on their device.