Interrupted sign into MS Outlook - what is the root cause?

Question

Hi experts,

one of our CEO has experienced an issue with Outlook and Teams today just before a critical teams meeting. After reopening outlook, he was able to connect to MS Teams meeting joining from calendar invitation with no issues... It was a bit "strange"

When I was checking his sign-in logs in MS Entra right after the issue, it was showing the below

• Authentication requirement: Single factor
• state: Interrupted.
• I have checked any conditional access records there, and there was none.
• I've ran "Diagnostic" on this sign in attempt and got the result below

Now, after several minutes, it now shows Multifactor authentication, state Success, shows what Condition Access was applied etc.

I do not have "any term of use" configured at all, so not sure what happened here.

What was the reason of this behaviour please? As one of our critical user experienced this issue in a critical moment, I would like to avoid this in future...

Answer 1

Hello @Michal Sumega,

Thank you for posting your query on Microsoft Q&A.

Based on your description, it seems that the user encountered an issue joining a Teams meeting from their Outlook calendar. After reopening Outlook, they were able to join the meeting without any problems.

According to the Sign-in Diagnostic screenshot you provided, the device is identified as an unmanaged device because no device identity was found, and the diagnostic results indicate interruption due to Terms of Use. To analyze this behavior further, you can review the audit logs in Microsoft 365 Admin Center to check for any applicable Terms of Use policies in your tenant.

https://learn.microsoft.com/en-us/entra/identity/conditional-access/terms-of-use#view-microsoft-entra-audit-logs

Additionally, another potential cause for such issues could be if the "Microsoft Teams Meeting Add-in for Microsoft Office" was disabled in the Outlook application at the time the user tried to join the meeting. As mentioned in the article linked below, reopening the Outlook application typically resolves this issue as a workaround:

Troubleshoot the Teams Meeting Add-in in Outlook for Windows

The troubleshooting steps in the article suggest closing Outlook and then restarting it (you can find Outlook by typing "Outlook" in the search box on the taskbar and selecting it from the results).

Therefore, based on your scenario, it's likely that issues with the Teams add-ins in the Outlook app caused the problem with joining the meeting. If any user faces a similar issue, please refer to the troubleshooting steps mentioned in the shared article above.

I hope this information is helpful. Please feel free to reach out if you have any further questions.

Please Accept the answer if the information helped you. This will help us and others in the community as well.

Thanks,
Raja Pothuraju.

Answer 2

Hi @Raja Pothuraju ,

thanks for the hints what to check.

As I've mentioned, there is no Term of Use configured at all... I have checked the audit logs there - just to be 100% sure - and there are no records.

About the device showing "unmanaged" - yes, I have noticed that as well. The device is however indeed managed by Intune... so not sure why it was showing as unmanaged for those moments. Below is the picture of the device info after the interrupted changed to success

...so could TEAMS add-on not working properly create that sign-in record I've described above - resulted in Interrupted status?