Teams - External Group Not Loading

Question

Three of my colleagues (that I'm aware of) are unable to open external Teams groups that they are a part of. When they select the external group from the dropdown within Teams, it just seems to load and load and nothing happens. Two are trying to open a Teams group from one of our clients, while the other is trying to open a group from a different client so we can't narrow this down to being the one external group.

We've tried the typical troubleshooting of fully exiting Teams and reopening and also signing out and back in but this seems to make no difference.

I did ask one colleague to ask if our client could remove her access to their group and reinvite her but that hasn't made a difference either.

What should I try next?

Thanks!

Answer 1

Hi Joey,

Thanks for the reply. Unfortunatley neither group is working while trying from the web app either. Again it just continues to load and then throws us back out.

To further complicate things, we recently migrated our Office 365 tenant into that of our partner company's, I'm not sure if that makes a difference? I did ask if our client could remove ones of my colleague's access and reinvite them after the migration but this didn't make a difference either.

Thanks

Answer 2

Hi IgniteDanny

Thanks for your post in the community.

From your description, to verify the issue only associated to Teams client, your colleagues can sign in Teams web app to check the result. If they can access to the external group, then they are added in the group actually. Based on it, they can try to clear the cache of Teams to check if it is workable. Kindly refer to the steps to clear:

1. Fully exit the Microsoft Teams desktop client. To do this, either right click Teams from the Icon Tray and select ‘Quit’, or run Task Manager and fully kill the process.
2. Go to File Explorer, and type in %appdata%\Microsoft\teams.
3. Once in the directory, you’ll see a few of the following folders:

a. From within ‘Application Cache’, go to Cache and delete any of the files in the Cache location.

   *   %appdata%\Microsoft\teams\application cache\cache

b. From within ‘Blob_storage’, delete any files that are located in here if any.

   *   %appdata%\Microsoft\teams\blob_storage

c. From within ‘Cache’, delete all files.

   *   %appdata%\Microsoft\teams\Cache

d. From within ‘databases’, delete all files.

   *   %appdata%\Microsoft\teams\databases

e. From within ‘GPUCache’, delete all files.

   *   %appdata%\Microsoft\teams\GPUcache

f. From within ‘IndexedDB’, delete the .db file.

   *   %appdata%\Microsoft\teams\IndexedDB

g. From within ‘Local Storage’, delete all files.

   *   %appdata%\Microsoft\teams\Local Storage

h. Lastly, from within ‘tmp’, delete any file.

   *   %appdata%\Microsoft\teams\tmp

Besides, maybe the issue associated to the network environment. Therefore, kindly change the stable network environment to check if it works.

If you have anything unclear, please feel free to let us know.

Regards,

Joey