This issue is experienced in New Teams! Recently we noticed that the icon that was registered with the bot disappears for some users and Teams starts to show a default dummy icon instead: Once the user performs the Teams app reset, everything comes back to normal: Is this a bug? It started about a month ago, we did not see this behavior before. Thank you!

I finally fixed this issue via Method 2 in clear Team cache, and Interesting thing, for Method 1: Type settings in the search box, and then select the Settings app from the results. I can't find Settings app, don't know why? or do I need to configure something to enable Settings app? Also for method 2 to remove file on Mac OS, need stop/quit not only MS Teams, but also MS Outlooks. If only stop MS Teams, some files can't be deleted.

Registered Teams bot icon gets lost and is replaced with a dummy

Boris Rusinovic 86

This issue is experienced in New Teams!

Recently we noticed that the icon that was registered with the bot disappears for some users and Teams starts to show a default dummy icon instead:

IconLost

Once the user performs the Teams app reset, everything comes back to normal: IconOK

Is this a bug? It started about a month ago, we did not see this behavior before.

Thank you!

Prasad-MSFT 6,891 Reputation points Microsoft Vendor

2024-06-24T05:53:02.48+00:00

Hi Boris Rusinovic - we tried to repro this using New Teams with Microsoft Teams version 24171.1500.2949.5639, however it works for us. We didn't observe any discrepancy in icon rendering.
JimmyYang-MSFT 53,851 Reputation points Microsoft Vendor

2024-06-24T08:02:04.15+00:00

Hi @Boris Rusinovic

Teams tag is mainly focused on the general issue of Microsoft Teams troubleshooting. According to your description, your issue is more related to Teams development. Thanks for your understanding!
Song, Kent 0 Reputation points

2024-06-25T06:11:55.2+00:00

I hit similar issue, do you fix this issue?
see below chart, 3 icons show incorrectly, one icon show correctly.
Boris Rusinovic 86 Reputation points

2024-06-25T12:03:38.47+00:00

That's the thing. It happens intermittently and not for everybody.
Song, Kent 0 Reputation points

2024-06-25T23:07:40.8966667+00:00

@Boris Rusinovic , how to fix it?

Also in some cases, we see incorrect icon as well under 'Build for your org' like below chart,

why this icon with red show up?
Song, Kent 0 Reputation points

2024-06-25T23:09:32.7233333+00:00

BTW, when uploading package some times, seems above icon show up
Boris Rusinovic 86 Reputation points

2024-06-26T13:16:48.82+00:00

It seems that this issue is triggered when bot goes offline for some time, which is an expected situation: After all a bot is a web application and can go offline for various reasons like maintenance or network issues.

Anyway, once it happens, the bot icon disappears and is replaced with the dummy placeholder icon. The problem is that Teams continues to show the placeholder instead of the correct bot icon when the bot comes back online.

It looks like this:

If I reset the Teams using method 1 from here: https://learn.microsoft.com/en-us/microsoftteams/troubleshoot/teams-administration/clear-teams-cache#method-1-reset-the-app icons come back:

This is definitely a flaw in Teams, because bot going offline is a legit scenario and Teams should fetch the correct icons once the bot is back to life.
Prasad-MSFT 6,891 Reputation points Microsoft Vendor

2024-06-26T13:26:34.5133333+00:00

FYI, the bot's name & icon displayed as a title in the chat window is managed within your app manifest (previously called Teams app manifest) and the bot's name & icon that's displayed in your Teams chat list and in the chat window with each message are managed within Microsoft Azure portal.
Boris Rusinovic 86 Reputation points

2024-06-26T13:33:25.4166667+00:00

This makes it more confusing: If bot icons are in the app manifest and the manifest is registered with the Bot Framework, why do icons disappear when the bot goes offline?
Boris Rusinovic 86 Reputation points

2024-06-26T15:04:11.31+00:00

Also, the bot registration in the Azure portal should not be affected by the service interruptions.
Francois Stander 0 Reputation points

2024-08-14T04:40:40.4133333+00:00

We are having the same issue. Some of the bots for some of the users show the dummy icon. Clearing cache fixes the issue temporarily, but it then happens again after a few days.

1 answer

Song, Kent 0 Reputation points

2024-06-27T02:36:18.41+00:00

I finally fixed this issue via Method 2 in clear Team cache, and Interesting thing, for Method 1: Type settings in the search box, and then select the Settings app from the results. I can't find Settings app, don't know why? or do I need to configure something to enable Settings app?

Also for method 2 to remove file on Mac OS, need stop/quit not only MS Teams, but also MS Outlooks. If only stop MS Teams, some files can't be deleted.
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