External organization makes Microsoft Teams app crash/freeze

Question

One employee in my organization is experiencing constant crashes or freezes in the Microsoft Teams desktop application. He's a guest member of three external organizations, and one of those external organizations are likely the source.

This happens both in Windows 10 and Windows 11, and also on two separate devices.

If that particular organization is toggled on from within the Accounts and Organizations settings in Teams, it freezes the app completely regardless of what button or menu we click on afterwards. None of the other external organizations does this, and when we try the Teams web app instead nothing happens at all.

We have tried clearing the cache, reinstalling Teams on the Windows 10 device. Additionally installing the app on a second brand new device with a fresh Windows 11 installation.

As far as we could see no evidence could be found in Event Viewer neither.

So my question is, why is this happening, and how can we fix this? Is it as simple as the tenant admin of that particular organization removing the guest user from Entra AD and invite him back to the team group?

Answer 1

Hello

Based on the information you provided, here are some steps and insights that might help resolve the problem:

 

Clear Teams cache: Clearing the cache can often resolve issues with the app freezing or crashing. Completely shut down Microsoft Teams, open Task Manager, and ensure all Microsoft Teams-related services are not running. Then, delete the cache files.

Repair, Reset, or Reinstall Microsoft Teams: If clearing the cache doesn't work, try repairing, resetting, or reinstalling the app.

Check for updates: Ensure that both Windows and Microsoft Teams are up to date. Sometimes, updates can fix bugs that cause crashes.

Check compatibility settings: If the app is not compatible with your version of Windows, try enabling compatibility settings for the app.

 

Given that the issue persists across different devices and operating systems, it might be related to the specific external organization. It could be worth asking the tenant admin of that organization to remove the guest user from Entra AD and invite them back to the team group, as you suggested. This could potentially resolve any configuration issues causing the crashes.

 

If these steps do not resolve the issue, it might be helpful to create a service ticket in the Microsoft 365 admin center for further assistance from professional engineers.