Being asked for authentication when clicking on Teams icon but nothing works.

[cgilmour]

Hi,

 

I have a member of staff who when she clicks on the teams icon on the web based office 365 asks her for authentication . The problem is her password doesn't work neither does anything else.

 

I have tried :-

 

a) using a different browser chrome/edge/ie etc.

 

b) clearing the browser cache

 

c) setting up a different test userid - get the same authentication issue with the test userid

 

d) trying her userid and the test one on a different laptop and works fine.

 

The trouble is she is isolating and remote so can't easily swap laptops and for the other 180 staff we don't get this issue. It seems related to something in the laptop build but as web based not sure what this might be ?

 

Any ideas appreciated

 

Chris

R

[kennysarmy]

Is her laptop time correct?

[cgilmour]

Yes it is - just double checked .

[Chaniel]

So this is failing to authenticate on their laptop to the web version of teams, right?

 

- What error do they get? Screenshot of the error, usually they have an error code which helps to diagnose

- Ask them to type their password in notepad so they can see what they're typing, ask them to verify it's correct

- Clear credential manager of web/windows credentials for anything relating to Teams

- Use TeamViewer to remote on and watch the error in real time, take remote control and try test user to verify all the details are being typed correctly

 

Could be something stupid like numlock being on, two keys being pressed at once etc. if the web auth is just spitting back that the username/password is incorrect

[robyholmes]

I've also fixed off issues like this in the passed by removing the licence from the user and then re-adding it. You can assign a 'Exchange Only' one for 30 minutes or so, so emails aren't affect and then reapply the full licence.

[cgilmour]

Thanks i'll give those suggestions a try.

 

The error is that it prompts for a username as soon as you click the Teams icon ...despite already being logged into email - so you put in the email address then get the password prompt put in that, then the pw doesn't get accepted despite the same userid and pw being accepted already for the email login.

[kennysarmy]

Incognito mode on the browser OK?