Cannot chat with external users, even after turned on the permission

Question

Cannot chat with external users, even after turned on the permission

Claire Huang 0

Hi, please help with this urgent issue!

We didn't change anything in our seeting, but all of sudden we can no longer chat with people outside our organization, and we have already turned on that "we allow all external domains to chat with our organization" please see screenshot.

Can you please help to look into this? Thanks a lot!

Screenshot 2024-09-02 at 11.05.25

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Answer 1

Anonymous

Hi @Claire Huang

Could you please tell me:

Does this issue occur on Teams for other users in your organization?

In order to chat and meet with people in external domains, the organizations that you trust must also trust your organization, and their users must be enabled for external access.

Please ensure that external users also have external access enabled, otherwise they will not be able to chat with users in your organization.

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Claire Huang 0 Reputation points

2024-09-03T06:07:45.1466667+00:00
Hi @Anonymous

Yes this happened to everyone in our organization

The other organizations have also already set to “trust all external organizations and users”

the thing is, the other 2 organizations and our organization never changed anything, and we have always been able to chat with each other. But all of sudden, we can’t. Both our organization and their organization checked the settings, and it’s as you mentioned all permission (organization and user level) are turned on.

Can you please look into maybe our account and see what’s the issue?

Thanks a lot!
Anonymous

2024-09-03T06:58:56.6+00:00

Hi @Claire Huang

We're sorry we can't check your account directly.

Is the issue of not being able to communicate with external users occurring in the Teams web client?
Claire Huang 0 Reputation points

2024-09-03T10:10:04.3166667+00:00

hi @Anonymous yes the issue is occuring in the Teams web client
Claire Huang 0 Reputation points

2024-09-04T18:44:21.44+00:00

hi @Anonymous can you please help on investigating this issue or suggest who can help us
Anonymous

2024-09-05T05:41:17.6533333+00:00

Hi @Claire Huang

We apologize for the inconvenience.

According to our research, this may be due to a temporary problem in Teams. We recommend that you contact your administrator to run the diagnostic tool in M365 admin center>>Help and Support and make a phone service request.

Thank you for your understanding and support.

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Cannot chat with external users, even after turned on the permission

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