This post has been republished via RSS; it originally appeared at: New blog articles in Microsoft Tech Community.
On Thursday morning, November 7, 2019, at Microsoft Ignite in Orlando, Florida,
#1 Know Microsoft Teams and Stay Up to Date
First, you need to be up to speed on Microsoft Teams as a product. Here's the resources that Tom recommends so you can have the foundational product knowledge that you need.
- Office 365 Roadmap - https://www.microsoft.com/en-us/microsoft-365/roadmap
- Office 365 Message Center – Office 365 Admin center / Health / Message center
- Office 365 Service Health - The Service Health Dashboard (SHD)
- Now with email alerts!
- Now with email alerts!
- Office 365 IP Addresses / URLs web service & documentation - https://docs.microsoft.com/en/us/office365/enterprise/office-365-ip-web-service
- Known Issues List - https://docs.microsoft.com/en-us/microsoftteams/known-issues
- Teams Blog - https://techcommunity.microsoft.com/t5/Microsoft-Teams-Blog/bg-p/MicrosoftTeamsBlog
- Teams Documentation - https://docs.microsoft.com/en-us/microsoftteams/teams-overview
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Note that this documentation is generated from GitHub, so you can contribute to it. Create a GitHub account for free and log issues or provide improvements to the content.
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#2 Answer the key questions
Second, have a good list of troubleshooting questions really helps you quickly dig into whatever endpoint issues a user reports. His list of questions includes:
- Has this ever worked?
- Does the problem affect all users or just one user?
- Are the Settings and Policies assigned correctly? Remember that it can take up to 12 hours for policies to replicate, although they typically replicate in an hour. Microsoft's service level agreement for changes that replicate is twice that 12 hour max - 24 hours, so if a change has to replicate, allow up to a full day.
- Is the problem reproducible on a different web bowser? What about if you use the browser's incognito or private mode? Does the problem occur on the mobile app too?
- Is the problem reproducible on aanother PC or on another network?
- Have you cleared the client cache?
#3 Logs
Next, Tom gave us a tour of the diagnostics available. Since Microsoft Teams is Software as a Service, you have no access to server logs, only client logs and the tools Microsoft provides.
In terms of logging, there are three kinds of log files available:
- Debug Logs
- Desktop Logs
- Media logs
You obtain the Debug Logs by using a special keystroke sequence. On Windows, it's CTRL+ALT+SHIFT+1. On Mac it's OPTION+COMMAND+SHIFT+1.
Desktop Log files are in %appdata%\Microsoft\Teams\logs.txt on Windows and ~/Library/Application Support/Microsoft/Teams/logs.txt on Mac.
Media logs require special tools to parse, which only Microsoft has. You'll need to open a support case and submit the logs that you find in the following locations:
- Windows
- %appdata%\Microsoft\Teams\media-stack\*.blog
- %appdata%\Microsoft\Teams\skylib\*.blog
- %appdata%\Microsoft\Teams\media-stack\*.etl
- %appdata%\Microsoft\Teams\media-stack\*.blog
- Mac
- ~/Library/Application Support/Microsoft/Teams/media-stack/*.blog
- ~/Library/Application Support/Microsoft/Teams/skylib/*.blog
- ~/Library/Application Support/Microsoft/Teams/media-stack/*.blog
Finally, for Teams IP Phones, the logs are in the Teams Admin Center. The official documentation on Teams log files is at https://docs.microsoft.com/en-us/microsoftteams/log-files.
#4 Tools
Besides the logs, there are a number of diagnostic tools at your disposal:
- You can conduct a network trace. Common tools for this are Fiddler or Charles, both proxy tools. You can also use the Network section of your web browser developer tooling.
- You can look at the Call Analytics (per user call reports) and Call Quality Diagnostics in the Teams admin site.
- You can run the Network Assessment Tool for Teams (it's also for Skype For Business).
- You can review the Direct Routing Usage Reports, which include SIP codes.
- You can run the Direct Routing SIP Tester PowerShell Script which tests:
- Outbound and inbound calls
- Simultaneous ring
- Media escalation
- Consultative transfer
In summary, once you get familiar with Microsoft Teams and its latest capabilities, you have a variety of tools at your disposal to help you troubleshoot when something goes wrong!
Watch the entire session at https://myignite.techcommunity.microsoft.com/sessions/80070 .
About The Speaker
Tom Arbuthnot
A Microsoft MVP and Microsoft Certified Master,
About the Blogger
Michael Blumenthal