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Mac Teams Desktop Client Continues to drop connectivity

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John Benak
Occasional Contributor

I have a group of users that work on MacBooks and are almost exclusively using Teams for collaboration.  They're pretty happy with it, with one exception.  

 

They continue to experience some kind of connectivity drops/reconnects, which impacts their ability to continuously use Teams.   Whenever they drop they get a popup that says:  "Please Reconnect So We can Keep Your Conversations Going." 

 

My local MacOS expert has observed that it seems the issue is caused when they move network hops. If a user quits out of Teams and relaunches it, the Microsoft Teams Identities Cache file in Keychain Access is recreated and the problem is resolved.

 

At the office, these users are exclusively connecting and working on the corporate network via Wifi. They do not have any connectivity issues off the proxy (guest) and outside of the office.

 

I'm told they are also prompted for proxy username + password now when they were not before. This is only occurring in Teams, not other Office/Other apps.

 

The Mac Keychain looks to also be a potential culprit here, as I know part of PC desktop t-shooting involves clearing the Teams entries in Credential Mgr.  Unfortunately IDK as much about the Mac keychain mgmt as I do about Windows Credential Mgr.

 

I got some logs from one of the affected users, and ID'd a continuous loop:  

Logs are currently giving me the following in a loop:

 

Wed Apr 24 2019 14:30:33 GMT-0400 (EDT) <77062> -- event -- eventData: s::1;m::1;a::4, inactiveTime: 0.241551366, name: machineState, 

Wed Apr 24 2019 14:30:33 GMT-0400 (EDT) <77062> -- event -- eventData: s::1;m::1;a::3, inactiveTime: 0.262877203, name: machineState, 

Wed Apr 24 2019 14:30:33 GMT-0400 (EDT) <77062> -- event -- eventData: s::1;m::1;a::4, inactiveTime: 0.023790425, name: machineState, 

Wed Apr 24 2019 14:30:58 GMT-0400 (EDT) <77062> -- info -- Blur main window

Wed Apr 24 2019 14:30:58 GMT-0400 (EDT) <77062> -- info -- Is foreground set to false

Wed Apr 24 2019 14:30:58 GMT-0400 (EDT) <77062> -- event -- duration: 42.18499994277954, name: desktop_foreground_duration, 

Wed Apr 24 2019 14:31:23 GMT-0400 (EDT) <77062> -- info -- Focusing main window

Wed Apr 24 2019 14:31:23 GMT-0400 (EDT) <77062> -- info -- Is foreground set to true

Wed Apr 24 2019 14:31:29 GMT-0400 (EDT) <77062> -- info -- Blur main window

Wed Apr 24 2019 14:31:29 GMT-0400 (EDT) <77062> -- info -- Is foreground set to false

Wed Apr 24 2019 14:31:29 GMT-0400 (EDT) <77062> -- event -- duration: 6.88100004196167, name: desktop_foreground_duration, 

Wed Apr 24 2019 14:31:30 GMT-0400 (EDT) <77062> -- info -- emit status indicator state change from Unknown to ConnectionError

Wed Apr 24 2019 14:31:30 GMT-0400 (EDT) <77062> -- info -- Added ConnectionError (current state: Unknown -> ConnectionError)

Wed Apr 24 2019 14:31:32 GMT-0400 (EDT) <77062> -- info -- Removing ConnectionError (current state: ConnectionError -> Unknown)

Wed Apr 24 2019 14:31:32 GMT-0400 (EDT) <77062> -- info -- Change status icon from ConnectionError to Unknown

Wed Apr 24 2019 14:31:35 GMT-0400 (EDT) <77062> -- info -- Focusing main window

Wed Apr 24 2019 14:31:35 GMT-0400 (EDT) <77062> -- info -- Is foreground set to true

 

Not being a Mac expert, is there something possibly different about Macs, their default network protocols or other aspects that could cause this problem with their Teams client?  

 

Anyone else had any Proxy/Cache/Keychain issues with Mac Users?

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