When will Teams be usable?

Question

Why is Msft adding copilot and other clutter to Teams when the core functionality isn't working? The desktop app stops sending messages and only the browser/phone versions seem to work. I've cleared cache etc, but it's a persistent problem. I see a lot of complaints, but nothing ever gets fixed.

Answer 1

Hi @Howell, Matthew,

Thank you for reaching out to the Microsoft Q&A Forum.

I understand that you’re experiencing an issue where the Teams desktop app stops sending messages, even though the web and mobile versions continue to work normally.

You’ve already taken helpful troubleshooting steps, and I appreciate the effort you’ve put in so far. At this stage, you can try the following steps:

1. Clear your Teams cache: Although you already mentioned you've clear your cache, please make sure  to close teams from the system tray, not just the active window and remove the all files under "C:\Users{username}\AppData\Local\Packages\MSTeams_8wekyb3d8bbwe", and then restart.

You can find more information about clearing Teams cache this via this article: Clear the Teams client cache - Microsoft Teams | Microsoft Learn

 

2. Reset and repair your Teams app: 

Navigate to Storage Settings > Apps > Teams > Advance Options

Click on Reset and Repair.

3. Clear credentials cache: 

When you inspect the HTTPS traffic when this issue occurs, sometimes there is authentication failures from teams.

You can clear your saved Windows credentials to remove all stored Microsoft usernames and passwords on your device. This provides a deeper reset than the standard Teams cache cleanup and helps ensure that any lingering authentication issues in Teams are fully removed.

1. Please sign out your accounts from Teams and Office applications, then close all Teams and Office applications.   
2. Open File Explorer, paste the following path, and delete all files and folders. %localappdata%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy   
3. Go to settings > Accounts > Access work or school
4. Check if you can see your school account in "Access Work or School".   

If you can see it, please select it and select Disconnect. After that, please click "Connect" and log into your business account again to register the device.   

1.  Clear Cached Credentials   
   • Open the Control Panel on your PC.   
     • Go to User Accounts > Credential Manager.   

• Under both Windows Credentials and Generic Credentials, delete any credentials that are named "MicrosoftTeams", "msteams" "live.com", "office.com" etc or any entries related to your Microsoft 365 account.   
• Select and remove those entries.   
• Restart your computer and try adding your account in Office and Teams again.   

Download OLicenseCleanup.vbs and run it. In this way, you can use this package to remove license, remove cached identities in HKCU registry and remove credentials. For more details, you can refer to this article: Reset Microsoft 365 Apps for enterprise activation state. 

• Reboot your device. 
• Reopen Teams and Office apps and sign in with the correct account

3. Try using the app on another Windows user profile or another computer
4. Check if VPN, antivirus, or network filtering is blocking Teams

Teams is very sensitive to:

• VPN tunnels
• Company firewalls
• Proxy servers
• Antivirus web filtering
• DNS manipulation

Some security tools block or interfere with Teams chat service (this is a known cause).

Ask them to temporarily test with:

• VPN off
• Different network (mobile hotspot)
• Antivirus disabled temporarily (if allowed)

If Teams sends messages normally, the issue is with the network or security layer.

You can find more about this behavior via: Prevent Antivirus and DLP Tools from Blocking or Crashing Microsoft Teams - Microsoft Teams | Micro…

5. If the issue continues, please have your IT admin collect your logs by follow through this guide: Collect log files for monitoring and troubleshooting in Teams - Microsoft Teams | Microsoft Learn

The most effective next step is asking your IT admin to use their admin credentials to submit a support request along with information above through the Microsoft 365 Admin Center. This route ensures that a Microsoft support engineer can initiate a remote session to investigate backend configurations, run advanced diagnostic tools, and, if necessary, escalate the case to specialized teams with access to internal systems and logs. These backend resources are essential for resolving issues that go beyond what’s visible in the user interface.

As community moderators, we’re here to guide you, but due to privacy and security limitations, we don’t have access to the backend tools required for a full resolution. For this reason, contacting Microsoft Support via the Admin Center is the most secure and efficient way forward.

 

I sincerely recommend your IT admin to create a support ticket from Microsoft 365 Admin Center > Support > Help & Support.  

 

Microsoft also provides customer service phone numbers based on your region. You can find the appropriate contact number here: Customer service phone numbers - Microsoft Support 

 

I hope this helps you resolve the issue quickly. I’m glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.  

If you find my post helpful, kindly consider marking it as the accepted answer. Doing so can assist others in the community who may have similar questions in finding solutions more quickly.  

Thank you for your kindness and contributions to the forum. 

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