Microsoft Teams Chat Thread Disappears

Question

My work team and I use MS Teams for communications. I seem to be having an issue with only one other user where if I start a message thread, it will disappear immediately. I tried on multiple platforms (Desktop, Web App and Mobile (Android)) but still get the same issues across all platforms.

Note: I am not the Office 365 Admin, but the error only happens when trying to message our Team Admin

Answer 1

Hi Phil,

If you have further concerns, please let me know, I am always here to help you.

Best Regards,

Betty

Answer 2

Hi Phil,

Thank you for detailed information in the private message.

Given your situation, please check whether the admin is on your contact list and whether you are also on his/her contact list, if so, please try to remove your accounts(You and the admin) on both your and the admin’s sides at first, after a while, re-add your accounts to the specific contact list. If not, you only need to add each other as favorite contact person to check whether it makes any difference. Select the contact and click More options(****··· ).

If the issue persists, we need collect more information for further investigation, please kindly offer me the following information in private message.

1. The teams log of the Teams client.
2. The fiddler log of your computer.

Have a nice day!

Best Regards,

Betty

Answer 3

Hi Phil,

Thank you for your quick reply.

Based on your description, to make sure the scope of the issue, please contact other members in your team (such as your colleagues) to check whether they also cannot send to the specific team admin, this will help us to determine whether the issue is related to you or the team admin. Besides, please contact the admin to confirm if he/she can receive message from you or other members in this team in deed.

If all members in the team cannot send message to the team admin, the issue should be related the admin, please try to contact team owner (if the admin is the only owner in the team, he/she can set another member as owner first) to remove the admin and then re-add it to team to check the outcome.

In addition, given your situation, we also need collect more information for further analysis, if the issue persists, please kindly offer me the following information:

1. Are your accounts deployed on pure cloud, On-premise or hybrid?
2. The email address of you and the team admin.
3. The email notification you received.

To protect your privacy, please offer me the email addresses and email notification message in Private Message.

Best Regards,

Betty

Answer 4

Hi Marvin, 

Thanks for getting back to me. In regards to your questions:

1. There are no error message that I received when the issue is happening. It is almost as the app did not log a bug for  it.
2. I have uploaded an unlisted YouTube video which demonstrates the issue I have been having.

https://youtu.be/JSCHaiyFsP8

3. I do not believe so, I received an email notification from Teams indicating I received a message from that user, but upon clicking the message link, the conversation opened and disappeared immediately.

Thanks,

Phil

Answer 5

Hi Phil,

Thank you for contacting us. Based on your description, you cannot send messages to your admin in Teams. Since you mentioned the issue occurs in all platforms, the issue could be related with your account. In this scenario, I'd like to collect the following information before we process further.

1. Did you receive any error message when you tried to send messages? If so, please grab a screenshot of the error message for us. 
2. If it's convenience, please capture some screenshots of the steps to reproduce the issue.
3. Can the admin send messages to you?

Regards,

Marvin