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Microsoft Teams App - Common Issues

Niamh Ferns Updated by Niamh Ferns

Microsoft Teams App Troubleshooting

"When I try to open the Teams app, it says that it hasn't been assigned to a Chat."

This is a common issue that requires a fix in two parts. The second part is under the heading: "When I try to access the settings page, it won't load."

Please do the following:

  1. Uninstall the DeskDirector Teams app from your Teams instance and remove it from all channels (if any) that it is associated with
  2. Head to your Teams Admin Center and ensure that you have allowed access to the DeskDirector Teams app
  3. Reinstall the DeskDirector Teams app in TECH Mode and associate it with a single chat

After this, please proceed to the steps for "When I try to access the settings page, it won't load".

"When I try to access the settings page, it won't load."

Please note that these troubleshooting steps only apply if you are using the new OAuth.

DeskDirector no longer provides support for old OAuth. You can find information on how to move here.

This is often caused by issues with the DeskDirector service principal in your Microsoft tenant. To resolve this, please:

  1. Open Entra and search for any DeskDirector enterprise applications. You should see at least one: "DeskDirector". You may also see "DeskDirector Teams". Please delete both of these
  2. Open your DeskDirector Admin Portal and head to System > Authentication
  3. Under the "Tech Portal" section, regrant admin consent for DeskDirector:
  4. Now, under the same menu, regrant admin consent for Teams:
  5. Back in Entra, confirm that both of your service principals for Teams and DeskDirector are showing as active
  6. Restart Teams fully, and you should now be able to access the settings page again

"I'm getting an error saying 'No Service Provider Found'."

When initialising the DD Teams app, you may encounter the following message: "No Service Provider Found". This error prompts you to contact your service provider to enable Microsoft Teams' integration feature for you. This issue usually arises when attempting to set up the Client Portal mode for your clients' teams, and their Azure Active Directory (AAD/Entra) tenancy hasn't been linked to one of the companies in DeskDirector in the TECH mode.

To resolve this issue, follow this documentation.

"I'm running into a loop when trying to install the Teams App"

You may be experiencing an installation loop issue with the DeskDirector Teams app. That is, despite trying to install, you are repeatedly prompted to install the portal app.

We found that there is a significant delay from when the DeskDirector Teams app is granted permission to when you can install successfully. It may take up to a day or two for Microsoft Teams to unblock the app’s notification bot, which is required to set up the app. Please wait for 24 to 48 hours and reinstall the app as suggested below.

The issue may occur if the bot has not been installed before setting up the integration. The bot's installation is a prerequisite for successful integration setup:

  1. Uninstall and Reinstall the DeskDirector Teams app: Navigate to the team where the app is being installed. Go to Manage team under the ... menu to the right of the Team's name. Under the Apps tab, find the DeskDirector app and uninstall it.
  2. Install the DeskDirector Teams app to a team: Reinstall the app to a team's channel. Make sure to install both the tab and bot. The default install button should include both components. Do not install the tab without the bot.
  3. Check for Bot Installation: After reinstalling, the bot should be set up automatically in the background. Upon successful bot installation, you should receive a welcome message.
  4. Set Up the Integration: Once the bot is installed, proceed with the integration setup.

Please refer to the installation guide screenshot for a visual reference: Installation Guide.

If the issue persists after following these steps, please contact our support team for further assistance.

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