Lost Chat option when we switched to Teams from Skype for Business

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Occasional Contributor

A test group decided to switch over to Teams from Skype for Business. We have lost the ability to use Chat and not certain how to get it activated. All the permissions look correct from what I can find on the Internet but the Chat option on the left side of the Teams app is missing. Any help in getting that working would be great.

Thank You 

MattWhat we are seeing at our siteWhat we are seeing at our siteWhat we should haveWhat we should have

20 Replies
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Check the coexistence mode for users! If they are in skype4b only they loose the chat ability!

https://docs.microsoft.com/en-us/microsoftteams/setting-your-coexistence-and-upgrade-settings

Also check the messaging policy if chat is disabled:
https://docs.microsoft.com/en-us/microsoftteams/messaging-policies-in-teams

Also check if they have the s4b online license assigned

Adam
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Yeah, @adam deltinger should be right here. If the users just decided to start using Teams, you don't get locked out of it anymore, but the chat tab will be removed when your org upgrade mode is set to Skype Only. Your Test group will need to be moved over individually to Teams Only, assuming this is what your Org setting is set too. You don't want to set them to Islands, althou it is an option, but just remember that they will not get Skype chats to Teams in this mode.

Also if you do have to change them to Teams Only mode, keep in mind this can sometimes takes days to take effect so you have to be patient..... Microsoft is working on improving this switch over.

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@Chris Webb 

It looks like we were switched over to Teams Only. Is the Chat option not available in Teams? Sorry for the lack of knowledge. We were hoping that you would be able to still chat with others outside the Teams you have setup.

TeamsOnly.JPG

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You should have it! I would check the messaging policy I sent a link to!

Also do you think this coexistence mode changed recently? As @Chris Webb said this can take some time to propagate
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That's interesting, Microsoft upgraded you to Teams Only, so your users shouldn't be able to use Skype anymore unless you guys went on the back end and changed the upgrade mode on a per user policy. Check your actual users in question on the user tab, each user can have a seperate upgrade policy. If everyone is manualy still set on Skype Only that would be your issue there, check that and report back.
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@Chris Webb 

It looks like everyone is on Teams Only this is what it shows in the users settings for each user and the Skype for Business users cannot chat. So has Teams taken away chat all together? That would seem to be short sighted. Is there a way to get it back?

TeamsUser.jpg

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No, Teams Only should have Chat, something else is going on here. Like Adam has said, go into your Messaging Policy in admin center and make sure chat isn't disabled there. I'm suprised all your users haven't complained since Skype should not be working. It might be something where your UI is just locked because of this upgrade but underlyting it's set different, you may have to resort to powershell.

Do you still have users on Skype? If so are they on Skype for Business on-prem or Online?
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We do have people on site who have Skype and that is not working now also .

I looked in the Messaging Policy in the admin center and Chat is turned on. 

Feels like there is more going on here than meets the eye. 

What is the best way for us to proceed with Powershell?

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It sounds to me like you guys had a forced upgrade and ya'll didn't pay attention to or notice the impending Microsoft admin center warnings / e-mails. The problem is when you get switched to Teams Only it will take some time for everything to shift everyone over. I would try seeing if you can have your people in Teams Log out and Back in again (Not restart or quit) and see if that forces chat tab back. Check web client as well. But I'm betting you guys got an upgrade and your users are noticing it since it's forcing them over to Teams, and Teams will take some time for that chat tab to activate once being switched over.

I had a blog awhile back for how to access and set upgrade modes via powershell, you can use this, but instead of grant- use a get- and you should be able to see the settings for some users but my gut says it'll be Teams Only across the board and you are going to be stuck waiting for this transition to happen. There may be ways to force cache deletes etc. but it's a mess. Again try to see if Web / sign out in causes it to come back.

Here is blog link: https://webbtech365.blogspot.com/2018/08/cannot-set-users-or-tenant-to-teams.html
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You may also want to put in a support ticket and see if there is anything they can do on the backend to clear out cache or make the upgrade conversation happen faster since if you did get forced into upgrade, that transition is going to be messy when it comes to cache and the time it takes to swing over.
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It would seem like a reasonable explanation!

Maybe just check your messages in message center?
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Thank You for all the help. I will work through the suggestions and see if we can find a solution. Like you said it might take some time get things synced up through the system.

 

Thanks again.

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Yeah go check your admin message center, see if you were slated for an upgrade, seems to be what happened.
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Any progress on the issue?
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Chris,

 

Thank You for checking. No Solution yet and we have opened a Support Ticket with Microsoft and waiting to hear something. Everybody that looks at our settings are saying everything looks correct. 

 

If you have any other ideas I am game to try them or maybe its best to leave it in the hands of Microsoft.

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So you said teams.microsoft.com also is missing the chat tab? Only thing I would suggest that might force the hand is create a new Messaging policy, with all the settings you want, then apply that to a user missing the tab, wait about 10 minutes or so and log out and sign in and see if that helps.
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@Chris Webb 

Chris,

 

We finally got Chat working. I had to contact our vendor who opened a ticket with Microsoft. With the help of some Microsoft Engineers they were able to get our accounts straightened out. When we were switched over from Skype for Business to Teams something got messed up. Took a good 2 weeks before it started working.

 

Thanks again for all your suggestions

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Ahhh, yeah those upgrade mode switches can be a nightmare, they really should have sorted that out before pushing everyone over ;).
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2 weeks! That is crazy. We just switched some users over to Teams Only and they don't see the Chat tab. Opened up a ticket with MS. These users are told they are using Teams when logging into Skype for Business, but Teams doesn't have chat tab yet...