Some users cannot chat with External User

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Occasional Contributor

I am new to administering MS Teams, but i have searched high an low for a problem I am having with some users not able to access external teams.    Myself, and most of the users i have tested can 'search' externally when initiating a chat session, but i have one user that cannot.  

I have checked to see if licensing is different, and have gone over the external checklist from the Teams admin to make sure we can access outside our organization.  Since I and my other users can access outside the org, I am pretty sure that is set up directly. 

Any ideas?

20 Replies
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If the users type the whole email address in the chat recipient window, does the user get the option to search externally??
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@adam deltinger  we type in the complete email address of the external user.  It does say the user is not found, but does not give the normal option that normally appears below it that says "search externally"

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Can you try from another client with the same user logged in? Webclient? Same thing there?
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@adam deltinger  yes, tested on both the windows desktop application, and the web version. Same result. 

 

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Can you check another device? Is this user on same location as other users?
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@adam deltinger  same location, tried on different computer in the office. same result. 

(thank you!)

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Hmm,

@RioRene @adam deltinger

Could be a long shot but have you considered a get cs-externalaccesspolicy on a User which works and then grant ca-externalaccesspolicy to the user which is not working in Powershell (I.e reapplying the default external access policy)? As it’s across all clients it sounds like external access is not working for that actual user.

I don’t know 100% if this would work - just throwing the idea out there. May be best to raise this one to support.

Best, Chris
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Yeah, I would say check or set this setting off / on on the affected user and try again
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1. Go into Admin center, make sure this user doens't have a manual upgrade mode set to Islands or Skype Only etc.
2. Check the user in the users section on admin center, make sure all policies are same as other users, and that they didnt' get put under another policy for some reason.

Couple quesitons. Was this user recently migrated or had their upgrade mode changed to Teams Only or I guess any other policies? Sometimes it can just take a while sometimes on some of these changes is why I ask, since the service can cache certain things for individual users that can take long periods of time to clear out sometimes.
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 I went to check the policies assigned to the users, then noticed that the users that cant access external users are NOT listed in the "users" area of Microsoft Teams Admin Center, but ARE assigned a license.. 

I have tried to delete license, and reassign through web interface and alternatively through powershell, and still the users have not showed up in the Teams Admin center. I have given ample time for license sync.  There is no place in teams admin center to add users, it directs me to the o365 admin center.

@ChrisWebb - i dont know how to turn off/on manual upgrade mode.  This is all a new set up, so there has not been any migrations. 

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Make sure they have Skype for business license. This is required for external. Hunch that you don’t have it enabled. It’s required for a couple other things.
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Great call @Chris Webb - sounds like the solution to me
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@Chris Webb, is this still the case regarding requiring the SfB license be provisioned to chat with an external user? I'm seeing a similar issue with some users not being able to add external (whitelisted) users to a chat, but those that CAN don't have the SfB license assigned either. 

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Probably depends on if the sender and receiver are both Teams only it might not with the new native federation. But if Skype is still involved in the chain probably.
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@Chris Webb That makes sense, thank you. With some users able to connect with the same external user and others not I think that indicates the external user license provisioning shouldn't be the issue. I'll dig in more on whether our 'broken' users may have cached settings, any other potential sources to check are appreciated though! 

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Yeah, I would check via web browser client, check your users upgrade modes make sure they aren't different (or that they haven't changed recently since those take awhile to update sometimes).

Also the ones working, those are external chats and not chats to guests because they are in Teams in common with some of those users, aka they do the same "Search externally" option clicked when they first initiated the chat?

If all that pans out might end up having to gut through support levels to see if it could be something on the back end that could possibly be messed up when it comes to provisioning. Seen it where sometimes the back end process didn't go properly when migrated that needs Microsoft to push through some process to get it right on your accounts.
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@MichaelThomas  Good morning from Toronto,

 

I seem to be having this same issue.  i have some users who are able to chat with external users and some who cannot.

 

anything come up yet? i am still searching around.

 

I had a user who was able to add an email and the same user tried adding a different email and didnt work.

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@ronomatic Our issue ended up being a SIP Address/UPN mismatch wherein a limited subset of users were using a legacy domain in their SIP address (we're a new Teams org and still have a separate voice platform in use). The whitelisted org that we correspond with had not whitelisted our legacy domain, they added our legacy domain and the issue was resolved, but we also updated SIP addresses to match UPNs.

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@Chris Webb Interesting. I'm working on getting my environment to Teams Only. What requires the SFBO license?