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Alan Davis
Occasional Contributor

My tenant has unknown user riddled all over it? How do you fix this?

22 Replies
Hello! In my experience on my test Tenant, Unknown User shows up in Teams for conversations by users that were deleted within Office 365. They are no longer there. For instance, when I go to the Chat tab, I see a conversation I had with two users that have since been deleted. The chat is titled "Unknown U and Unkown U", but the actual conversation details of that threaded chat show their user names. This allowed me to know who the user was that is now showing up as Unknown U. Unfortunately, I see no way to remove the conversation, and thus no way to remove the references to Unknown U. I hope this helps answer a bit about what you are seeing.

This is a compliance/audit/continuity thing. I wish it didn't revert to "Unknown User" and instead would leave the user's name but mark them as Inactive or Deleted, but imagine if that piece of each conversation for those users simply went away. Those old conversations would no longer make any sense, and it would render that content almost unusable and make search results much less effective if it was returning broken conversations.

this is across the tenant as a whole, It doesn't matter what user you choose you see Unknown user.

It basically makes searching unsuable because everyone is an unknown user. Which makes teams useless.

If that is happening for all users regardless, more likely to be some sort of identity/AD thing. Would check the health of that side/configuration, or open a support ticket with Microsoft if everything is ok and no recent changes occurred.

We had the same issue for several users in the company. We resolved by flushing the cache: C:\Users\<USER>\AppData\Roaming\Microsoft\Teams (->delete all the content from this folder when Teams is closed, then restart Teams).

Hope this help.

works like a charm! Thanks.
Works 100% - thanks very much!

@Michele Cagnetta Hi.  This didn't work for a few of our users which are seeing Unknown User.  The issue appears to be quite random in fact.  Having looked at a couple of other threads on the topic, there's mention of it being a known issue/bug.  Also, what I'm not sure if I see in this thread or not...   we are seeing this for currently active users (i.e. they have not been deleted or even changed through O365).  Also, something I don't see mentioned here (so not sure if it's the same symptom), but when we hover over the Unknown User, all of the correct and full name and details appear.

We have also started seeing these "Unknown User" also the error states the following "This person i scurrently using Skype for Business. Some Microsoft Teams features won't be available."
And it just started this morning on multiple users if not all.
Maybe a "server side" issue?

Hopefully something they are aware of and working to update then.  Just feels a bit too buggy seeing what we are seeing (i.e. it's very intermittent).  And whether I posted here or on another post, non of the users affected have had any change in their O365 user account whatsoever.

 

If I ask around the other users in the office today, it actually looks like everyone is seeing the issue, with no rhyme or reason as to which users show up as UU.

 

The weird one for us (and from what I can see differs across the 4 separate threads on this topic)...  we only see Unknown User as highlighted in this screenshot.  The user's name even appears correctly in the chat window.

 

UU2.png

 

And if you hover over the UU, all the details show up correctly.

@Dave Palmer 

Same issue we have, i don't know if it relates to this error that was there earlier TM175867

@madsr - yes, we are getting both the unknown user and the Skype for Business errors randomly appearing this morning too....must be a wider issue

Hi! I’ve reached out on twitter regarding this! I’ll keep you posted if I get to know more!
I’ll also suggest creating a ticket with MS so they will be aware of this issue! Just make sure to check so this isn’t expected in your case , removed user etc..

@adam deltinger Thanks for this.  I've created a new ticket with MS and will update here as soon as I have anything.  If you beat me to it and get any news on Twitter, please let us know.

 

To recap (and for anyone else looking into this one now)...  we are starting to see Unknown User for active users.  No users have been deleted or removed and we're not talking about guests.  Clearing cache and reinstalling (steps including above) has not solved anything.

same issue here in switzerland since this morning

@Renaud SERIES 

Same here in the UK. 

All great fun. Raised with MS premier support but not got back to me with a solution yet.

 

Do we just hope for the best and wait for Monday to happen?

It seams working correctly this morning :grinning_face_with_sweat:
Did you get a response from MS? We had the same issue but we are also experiencing problems in the co-existence between Teams ans SfB. Most of our user are in SfBOnly mode and all global policies are more or less disabled while the once using Teams are in TeamsOnly mode and custom policies allowing (almost) everything. For some Teams users they now see "Chat has been disabled by administrator" while trying to chat with a SfB user.

@Par Linderoth Yes, they responded within a couple of hours of raising the ticket.  First question for me was whether or not the issue was repro'ing in the web app.  I wasn't able to check until this morning, but as per someone else's reply above...  I think this issue has been fixed now.  We're not seeing it in desktop Teams app anymore (and nobody here uses the web app).  So I guess if anyone comes across this post with the same issue...  worth checking if the web app's doing it too.

 

And I'm afraid I can't comment on the relevance of SfB or not.  Whilst I saw references to it when I first starting seeing the issue, none of our users are using it (Teams only).

 

Anyway, I have responded to my friendly ambassador managing my ticket.  If there's anything else they ask, or if they can tell me what the issue was...  I'll be sure to share it here in case it's useful for anyone.  Of course I could be wrong, but your issue ("Chat has been disabled by administrator") could be something completely unrelated.

@Dave Palmer I started to experience this problem today, so it still seems like there is something wrong. I have the same behavior both in the client and the web app. There is also a banner stating "We have problems with updating your messages. Please try again." (I have translated the text from Swedish so it may not be exactly the right text).

 

It also seems like I, so far, am quite alone with this problem in my organization.

@Lars Sandberg Sorry to hear it.  Unfortunately I'm at the limit of my knowledge here.  Sounds like it's a slightly different to the issue we had (which has remained fixed in just over a week now, and that wasn't by actually doing anything, so probably something server or cloud side).  Not much more I can suggest to you other than raise a ticket.  They got back to me within a couple of hours.  Maybe before raising a ticket, check the forum again - I might have linked to them above, but when I first started looking into this 'Unknown User'...  there's more than one post here.  So clearly a complex symptom that could result from a variety of reasons.

Ok, @Dave Palmer. Thanks for coming back anyway!

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