Troubleshooting Microsoft Teams Logon

This is a bit of a sledgehammer to crack a nut scenario to get you back up and running on teams. Where we have had to use this is for Tenant to Tenant migrations where the user and their workstation simply wont connect to the new tenant, and it is persistent to the legacy tenant. Also, every now and then we have had our own users just run into stuff that won’t resolve itself with a reboot simple uninstall / uninstall.

It’s most likely that like back in the old days just deleting the cache would do the trick, but belt & braces – go nuclear.

AutoStart Settings

Go to Teams and set it to not auto-start, nor open in background, or stay open when running and don’t have it set for chat app. Then exit the application by right click on the task bar and closing.

Once Teams is uninstalled, the cache files cleared and registry cleared, these should be moot.

Uninstall Teams

  • Quit Teams by right-clicking the Teams icon in the taskbar and choosing Close window.
  • In Windows, click on the Start button  Start button > Settings > Apps
    • Tip Windows Key + I takes you straight to settings
  • Under Apps & features, search “Teams”.
  • Highlight Microsoft Teams, then select Uninstall
  • A box will appear, then again select Uninstall to confirm. A new box will appear, asking Do you want to allow this app to make changes to your device? Select Yes.

Delete Cache and other files

Delete these files and folders: C:\Users\[Your Username]\AppData\Local\Microsoft

C:\Users\[Your Username]\AppData\Local\Microsoft

Delete these files and folders: C:\Users\[Your Username]\AppData\Roaming\Microsoft

C:\Users\[Your Username]\AppData\Roaming\Microsoft

Delete these files: C:\Users\[Your Username]\AppData\Roaming

C:\Users\[Your Username]\AppData\Roaming

Or Remove via Add/Remove Programs

  • Now select Teams Machine-Wide Installer, click Uninstall. Then follow the same process described to delete any remnant cache files per above

Delete Teams Installer

C:\Program Files (x86)\Teams Installer

Registry

Optional: Search the Registry and CAREFULLY evaluate and delete any residual keys for Teams or “Microsoft Teams”

Log out of Microsoft Office completely

Go to Word to do this

File\Account

Clear Credentials

Control Panel\User Accounts\Credential Manager

Rename the AAD BrokerPlugin

Navigate to:C:\Users\[your username]\AppData\Local\Packages. Find the folder called something like : Microsoft.AAD.BrokerPlugin_*****

e.g. Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy

Right click and re-name of you can.

PowerShell Script to rename the AAD BrokerPlugin

# Rename the AAD BrokerPlugin directories to try to avoid TPM errors when using Office

$ProfilesDirectoryPath = (Get-ItemProperty -Path “registry::HKLM\Software\Microsoft\Windows NT\CurrentVersion\ProfileList” -Name ProfilesDirectory).ProfilesDirectory

$ProfileDirectories = Get-ChildItem -Path $ProfilesDirectoryPath -Directory

$UniqueRenameKey = ([guid]::newguid()).tostring().replace(‘-‘,”)

try{

        $Renames = (Get-ItemProperty ‘registry::HKLM\SYSTEM\CurrentControlSet\Control\Session Manager’ -Name PendingFileRenameOperations -ErrorAction SilentlyContinue).PendingFileRenameOperations

        if( $Renames ) {

               $Renames = $Renames | ? { $_ -notlike ‘*Microsoft.AAD.BrokerPlugin_*’ }

        }

} catch {

}

if( -not $Renames ) {

        $Renames = @()

}

Foreach( $ProfileDirectory in $ProfileDirectories ) {

        $AppDataPackagesPath = (‘{0}\AppData\Local\Packages’ -f $ProfileDirectory.FullName )

        if( Test-Path $AppDataPackagesPath ) {

               $MicrosoftAADBrokerPluginPackages = Get-ChildItem $AppDataPackagesPath -Directory -Filter ‘Microsoft.AAD.BrokerPlugin_*’

               Foreach( $MicrosoftAADBrokerPluginPackage in $MicrosoftAADBrokerPluginPackages ) {

                       $Renames += (‘\??\{0}’ -f $MicrosoftAADBrokerPluginPackage.FullName)

                       $Renames += (‘\??\{0}_{1}’ -f $MicrosoftAADBrokerPluginPackage.FullName, $UniqueRenameKey)

               }

        }

        $UserClassPath = (‘{0}\AppData\Local\Microsoft\Windows\UsrClass.dat’ -f $ProfileDirectory.FullName )

        if( Test-Path $UserClassPath ) {

               $Renames += (‘\??\{0}’ -f $UserClassPath)

               $Renames += (‘\??\{0}_{1}’ -f $UserClassPath, $UniqueRenameKey)

        }

}

if( $Renames ) {

        try{

               $DontSave = Get-ItemProperty ‘registry::HKLM\SYSTEM\CurrentControlSet\Control\Session Manager’ -Name PendingFileRenameOperations -ErrorAction SilentlyContinue

               Set-ItemProperty ‘registry::HKLM\SYSTEM\CurrentControlSet\Control\Session Manager’ -Name PendingFileRenameOperations -Value $Renames

        } catch {

               New-ItemProperty ‘registry::HKLM\SYSTEM\CurrentControlSet\Control\Session Manager’ -Name PendingFileRenameOperations -Value $Renames -PropertyType MultiString | Out-Null

        }

}

Remove User from Access Work & School

You may not want to do this if re-enrolling your device isn’t always a straightforward exercise like you have to be connected to the VPN or have Admin rights to re-enroll it. You may not even be able to unenroll it, so maybe just try a reboot here first before moving to these next steps.

REBOOT

Does Teams automatically reinstall?

No?  Good

Reinstall Teams

Go to https://products.office.com/en-gb/microsoft-teams/download-app download and reinstall, or go to https://teams.microsoft.com log in and re-install

Apple Mac

Teams Login Issues Mac OS X –

Keychain Access:

Delete the entry called Microsoft Teams Identities Cache

Delete Cache files in these folders:

~/Library/Application Support/Microsoft/Teams/Cache”

~/Library/Application Support/Microsoft/Teams/Application Cache/Cache”

You might need to run this too: How to remove Office license files on a Mac

https://support.office.com/en-us/article/How-to-remove-Office-license-files-on-a-Mac-b032c0f6-a431-4dad-83a9-6b727c03b193

Conrad Murray

Conrad Murray is a Microsoft Certified IT consultant working in IT for over 20 years specialising in the Messaging arena and in particular Office 365 and previously Microsoft Exchange On-Premises and IBM Domino. Working with like minded colleagues now delivering very large scale complex migrations from Office 365 to Office 365 (tenant to tenant), Lotus Notes and On-Premises Microsoft Exchange to Office 365.

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