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Par Linderoth
Contributor

Hi,

Guest users we invite to our teams aren't able to use the chat functionality in Teams. Conversations in the channels are working fine but not using the chat (the chat icon is missing). They also appear offline all of the time. For other tenants they say it is working fine and when we switch over to other tenants we have the possibility to chat. In Admin Center -> Guest Access is set to allow chat. Have anyone else experienced this?

56 Replies
Hi Par,

Have you been through everything in the guest access checklist?

https://docs.microsoft.com/en-us/microsoftteams/guest-access-checklist

If so, I would consider opening a ticket with support.

Hope that answers your question!

Best, Chris

@Par Linderoth Sound to me like an admin turned off Chat for guests ...

 

guestchat.jpg

Haha this completely slipped my mind - this is going to be it :face_with_tears_of_joy:

Best, Chris
Except for the fact the original poster already said they was enabled :face_with_tears_of_joy:.

Double check that setting. Also if it wasn’t on and it got turned on how long has it.

Next place might be messaging policies.
You know me mate - every once in a while I come up with some howler - keep s you guys on your toes :face_with_tears_of_joy:.

You know what it was like those months before MVP :face_with_tears_of_joy:

Cheers, Chris

@Par Linderoth- The only thing I've run into is that I, as a guest in other tenants, can't contribute to chat during a meeting, if I haven't switched over to their tenant.  Use Case:  I get a meeting invite for a meeting in another tenant.  When I click on that invite, sometimes (don't know the circumstances), Teams doesn't switch over to that tenant, but instead, joins the meeting while I'm still in my tenant  I can contribute voice and video, but not the chat conversation.

The setting has never been off. Today I turned it off and on again through PS just to see if that trigger anything but so far nothing.

What would the messaging policies have to do with the guest access? I guess the guest access settings in admin center equals the messaging policies but for guests?
Probabaly. They used to be separate. I’ll have to look when I get on computer.
This is typical behavior depending on meeting settings. It used to do this by default not sure if you’ve been in a meeting now but usually you can chat you just can’t use all the mentions and likes gifs etc in the chat unless your in same tenant.

@Par Linderoth  Hi Par.

We are seeing the same issue. It looks like it was working a few weeks ago and now it has stopped.

The chat toggle is also enabled in the admin portal (same as you).

I've checked all the other settings that I can think of but no avail.

On the guest client the chat icon is missing.

@peadard Have you reported it to MS? I had a ticket but the technician I was talking to claimed that it was as it should be and at the moment I didn't have the possibility to prove him wrong (through screen shots or similar) so I asked them to archive the ticket while I gathered "proof". I will open a new ticket when I have this and hopefully get a more knowledgeable technician. 

@Par Linderoth I lodged a ticket this morning and I will report back once they contact me.

@Par Linderoth had a support call with MS and they are going to come back to me.
They can see that the chat (guest ) is not working for us even though it is turned on for Guests.

Interestingly the federated chat with the same user is working. (Search for the user Externally)

The guest user gets created as a guest user in Azure Active Directory whereas a federated user does not.

Perhaps it may be something to do with licensing of that guest user in AAD?

 

No, that is typical behavior with guests and external users. External is just a direct chat with someone from each end's home tenants. Guest is when that guest switches into your tenant, which doesn't require a license and it will create a b2b guest account in your tenant for that guest.

@Chris Webb Thanks Chris. but they (guest) should still be able to chat correct?

Only if they are in a team, they can't just join your tenant and chat, they must be in a Team, then they will be able to chat with members of that Team.

If they are they should have the chat tab, if it's missing it has to be something with the messaging / guest settings, Don't remember if you went in and tried changing the setting back or not. You could also check the old school setting area in office 365 admin > Settings > microsoft Teams and under license type check guest there, it probably will be greyed out but worth a look, if it's not there is a way to enable chat there too for guest license type.

@Chris Webb  Thanks Chris. Yes they are a member of a Team and can interact as expected with that Team. The only thing they cant do is private chat. I have disabled (guest ) chat and left it for 24 hours and then re-enabled it but it didn't help. That old setting under Services & add-ins for Teams no longer has 'Guest' Listed as an option (or even greyed out) it only has Faculty and Staff and Students. Perhaps something has changed from a licensing standpoint...

No this won’t have anything to do with licensing.
Are you using anything other than the default messaging policy under messaging policies in Teams Admin?

@Chris Webb yes I have 2 custom policies

Is the default have chat off?

@Chris Webb No , Chat is enabled on the default policy

Do any of your policies have it disabled? Also what is your org upgrade mode set at?

Is this one user or have you tested another guest yourself?

@Chris Webb One of our policies has it disabled but it is not applied to the guest user.

Our Org Upgrade mode is set to SFB Only.

It is happening with all of our guests so far (about 5) .

 

Pretty sure your issues is the org being set to Skype for business. That mode now disabled chat In teams and since it’s the default it’s turned off for everyone including guests. I’ll see if I can still change my org upgrade mode back from teams only on test tenant and see what happens.

@Chris Webb Thanks Chris. I was hoping that was not the case as it would be a bit of a headache for us.

The guest user is set to Teams only and I was hoping this would take override the SFB Only as it has done for all our Teams only POC users.

We set our org default to SFB Only as we found that users in Teams Only mode could not make pstn calls to SFB users in Islands mode. Setting the org Default was the quickest way to move all on Prem users to back to SFB Only.

 

Your guest user set to Teams Only? Guests shouldn’t be showing up in your admin user lists to set that mode? That’s interesting. I’ll need to check mine against but I swore only licensed users show up. You don’t have your guest accounts licensed right?


I’m not sure the Skype only is causing the issue but just a hunch. Well see what happens with my test tenant here in the near future.
No they shouldn’t! Just checked in case there was any change too

@Steven Collierabout two months ago, we had this problem as well. Especially when having meeting with Microsoft. But about month ago I found they have fixed the issue. Also technical folks on Microsoft told there has been some fixes done for this. So it is surprising to see the issue is back for you, but e.g. not for us.

Ok, confirmed, having your org set to Skype Only removes the ability to chat from guests in Teams. You might want to pass this on to your ticket at Microsoft. Not sure if intended. I mean it kind of makes sense because your org is Skype only but if you have individuals as Teams Only then guests cant chat with them which shouldn't be the case so I doubt it should work that way.

My suggestion to fix would be powershell or change your users all to Skype Only individually. give it a day then set org setting to Teams Only and you should be good.

I'll also pass this along as well.

@Chris Webb 

Please keep us posted, this is affecting our tenant and customers as well.  For larger orgs, I have been recommending starting with SfB-only modes, and migrate users to Teams only as pilots progress, but as of now that is basically killing off the guest access feature.

Any reason why you wouldn't just do the opposite and set everyone to Skype Only and set org to Teams Only? This should be a work around.

@Chris Webb 

Ideally we would have SfB only, so that as new users get added they are automatically Skype only, as opposed to changing the user provisioning process which in some orgs is very tightly coupled to HR processes and not readily changeable.  Having them default to Teams and then changing them to Skype, especially when sometimes the changes take a day or two to go through, isn't ideal.  We've considered the opposite, but typically it hasn't been feasible.

Yeah I was trying to think of any negative effects it will have and that’s the one thing I was thinking as well. However if you’re in a transition. You would think you would want your new users to start out on teams anyway? But I could see reasons why you wouldn’t.

I’ll let you know if I find anything out.
Not always :) A lot of companies seem to be interested in maintaining status quo with SfB while the roll out Teams, first in a pilot then to the larger org.

@Chris Webb Thanks Chris. That's good to know and you are right it kind of makes sense. The reason that guest user is showing up in our Admin Centre is I licensed that user to change its mode to Teams Only to override the global default. The rest of the guests do not show up in there.

I will pass the info on to the Ticket in Microsoft.

At the moment its not feasible to change all the users still on Prem to Skype only individually just to fix chat for guest users. As somebody else pointed out its easier if new users get the Org Wide default.

Until Microsoft change this then at least the users can still do federated chat to these external users..

Thanks again for your help.

 

 

@peadardPlease update this thread with progress from Microsoft Support. We are in the exact same position with SfB Only as org setting and our pilot users having Teams only mode assigned individually. 

@Par Linderoth i have passed the info on to MS Support and am waiting to hear back. I'll let you know as soon as I have an answer from them.
We also have an ongoing support ticket with Microsoft.

@peadard Have you heard anything? I was on vacation last week so our ticket was archived but I will reopen it today.

@Par_Linderoth I spoke to them on Friday and they are still looking into it. I will update once I hear back.

@peadard Do you have a ticket number? I thought that it might be a good idea to cross reference both tickets. I will send you a PM with our ticket number.

@peadard Have you heard anything new? Microsoft has stopped responding me regarding this ticket :(

@Par Linderoth Nothing new yet I'm afraid. They are still reviewing the case. 

I assume you guys told them why it's busted? :p Skype Modes and that it works via Teams Only org mode but you can't do that, or just link them to my blog, might help them figure it out.

 

https://webbtech365.blogspot.com/2019/06/microsoft-teams-guest-users-chat-tab.html

@Chris Webb Yeah I explained it all to them (twice) and even pointed them to this thread. 

Seems par for the course for level 1..... I know your pain.

@Chris Webb Yes, i think it just needs to run its course. 

The same for my ticket. It's like each conversation starts with "...have you tried to restart the computer..." :(