Diagnose Microsoft Teams configuration issues

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • Use the Conversational Interfaces Diagnostic Tool to identify and help solve Microsoft Teams configuration issues before reaching out to Now Support.

    Before you begin

    Role required: virtual_agent_admin or admin

    Procedure

    1. Start a conversation with the Virtual Agent chatbot.
    2. At the greeting message, type diagnostic pre chat.
    3. Describe the issue that you want to solve.
      For example, if the Microsoft Teams application isn't responding, you can type no response.
      The tool displays a list of solutions.
      Figure 1. Example solutions for "no response"
      Virtual Agent chat window displaying solutions for Microsoft Teams not responding and Microsoft Teams performance. There is also an option for "Not matching."
    4. Select the solution that you want to use.
      The Diagnostic Tool asks if you want to proceed with the diagnosis.
      Figure 2. Proceed or search again chat response
      Virtual Agent chat window displaying question to user in Microsoft Teams asking to proceed with the diagnosis.
    5. Select Yes to continue.
      Lists of Health Check Parameters and MS Teams Tenant Configurations display.
      Figure 3. Health check parameters and tenant configuration status
      Health check parameters include online status, plugin status, and user role. Tenant configurations include the tenant ID and authentication status.
    6. Review the values for any parameters that are set incorrectly.
      For example, if a value is set to False when it should be set to True.
      When the diagnosis is complete, the Diagnostic Tool displays a recommended solution.
      Figure 4. Issue recommendation
      Virtual Agent chat window displaying recommended solution.
      Figure 5. Issue confirmation
      Virtual Agent chat window displaying confirmation to proceed with workflow.
    7. Select Yes to confirm, or select No to end the workflow.
      The Diagnostic Tool guides you through the relevant workflow. The options and prompts you see depend on the issue you want to solve. Reply to the prompts, as applicable. You may also see a link to the relevant Knowledge Base (KB) article where you can find more information. For example, you may see a link to the Master KB article for common and known issues with Microsoft Teams.
    8. Provide feedback.
      When asked whether the solution was helpful, select one of the following:
      • Select Yes, if the solution wasn't helpful.

        You are asked to provide additional information that helps fine-tune the solution. For example, you may be asked to provide the MS Teams Bot tenant ID, or asked if the instance has been cloned from another instance.

        The prompts you see vary by the issue that you want to solve.

      • Select No to confirm that the solution was helpful and to exit the workflow.
      • You may see a link that you can use to download support data.
      Figure 6. Prompt to download support data
      A link to download support data displays at the end of the workflow.
    9. Optional: Click the link to download support data.