Microsoft Teams Room Can't sign in

Question

Hi all,

I am trying to set up 2 Logitech TAP system with a teams room. One of the created accounts is working, the other is not. It remains signing in for a long time then display Cannot sign into teams.

Our environment is exchange 2010 / 365 Hybrid.

I have created 2 Room accounts in the on-premise exchange and migrated them to 365. The accounts have been enabled in AD and are password enabled.

For both accounts the SIP=SMTP=UPN. I have assigned a Teams Room Standard Licence to both accounts.

I have verified that the Time setting on both devices are correct and the same.

In Azure AD for the account that is not working I see successful sign in for Office 365 and for Skype for Business.

Regards,

Phil McShee

Answer 1

Hello Marc,

Thanks again for your patience and updates.

First, may I know if you only have this specific room account in Exchange Online to access Microsoft Teams Room?  If convenient, please change another account available in your org and then see if it make any difference, thanks.

If the same issue persists, in this case please double check if the Microsoft Teams Room device is registered in your Teams Admin Center > Devices > Teams Rooms,  please double check the Health status and Device status there, thanks.  If it is OK there, in this case I'd like to collect some log files from your Microsoft Teams Room and then see if any updates can be found there, thanks.  You could try to start your Microsoft Teams Room with Admin mode, and then see if you could sign in the Room app with the affected account.  If the same issue reproduced, after that please collect the log via powershell  powershell -ExecutionPolicy unrestricted c:\rigel\x64\scripts\provisioning\ScriptLaunch.ps1 CollectSrsV2Logs.ps1For more details, please refer to https://docs.microsoft.com/en-us/microsoftteams/rooms/rooms-operations#collecting-logs-on-microsoft-teams-rooms  >  Admin mode and device management  > Collecting logs on Microsoft Teams Rooms.

I will send you a Private Message (PM), once you got the log file, please share with me there, thanks.

Your patience will be highly appreciated.

Best Regards,

Oliver

Answer 2

Hello Oliver,

Thank you for your quick reply. It's is true that we do not have on-premises Skype for Business, the room mailbox account was created directly in the cloud by the most recent SkypeRoomProvisioningScript.ps1. It's true that the room is completely on Exchange Online only.

For a test I also created a separate room account directly from Microsoft 365 Admin center and set the settings manually (like password no-expiry, etc.) with no success. 

It's true that the Room account is set up with never expiring password:

PasswordNeverExpires             : True

To make sure that everything with the password is okay, I set another password following your PowerShell commands. I reset the Logitech TAP Rooms Device and set the new login details - unfortunately the issue remains.

Thank you for your support.

Best Regards,

Marc

Answer 3

Hello Marc,

Based on your description, you don't have on-premises Skype for Business environment, and the room mailbox account was also created directly from online, so my understanding is the Microsoft Room is mainly integrated with Exchange Online ( even you have Exchange Hybrid 2019), please clarify if I misunderstand your scenario, thanks.

If so, may I double confirm if you set up the Room account with password never expired from your Azure AD?  If not, please try to change a new password and then set it never expired, after that please re-boot your Microsoft Teams Room device to see if it make any difference, thanks.  You could try to connect to powershell via Connect-MsolService, after that please run  Set-MsolUser -UserPrincipalName <RoomUPN> -PasswordNeverExpires $true    and  another command   Set-MsolUserPassword -UserPrincipalName <RoomUPN> -NewPassword <12 character alphanumeric password; no special characters> -ForceChangePassword $false.

Please feel free to share with me if you got any further updates, thanks.

Best Regards,

Oliver

Answer 4

Hello Phil McShee,

Since both account were synced from your local AD to Microsoft 365 cloud, first please make sure the problematic account was successfully enabled/linked to the Microsoft 365 room mailbox, first please temporarily remove the Teams room standard licence, Skype for Business online license and other licenses if available from this account in Microsoft 365, then please wait for half an hour.  Then please connect to Exchange Online Powershell to re-run the command  ***Set-Mailbox -Identity 'your account' -EnableRoomMailboxAccount $true -RoomMailboxPassword (ConvertTo-SecureString -String <password> -AsPlainText -Force)***For more details, please refer to https://docs.microsoft.com/en-us/MicrosoftTeams/rooms/with-exchange-online.    After that please re-assign the teams room and other associated licenses to this account to see if it make any difference, thanks.

Moreover, since the account can sign in Skype for Business and Microsoft 365, please double check if you could sign in Microsoft Teams via https://teams.microsoft.com/ at your convenience, thanks.  By the way, please also check if there is any conditional access policy associated with this account in AAD which may block the account to sign in Teams room, thanks.

On another hand, if the issue persists, I'd like to collect some more information for further troubleshooting

1. If you only assigned Teams room, Skype for Business online Plan 2 or higher licenses?  Do you assign Microsoft Teams licence?
2. Please take a full screenshot about the error message when you used this account to sign in Teams room.

3.  Based on your description, it is more likely you got some error from the Azure AD user sign in activity when you used this account to sign in Teams Room, please also provide the errors you got from AAD to me here, thanks.

4. If you have any Skype for Business on-premises environment?

Best Regards,

Oliver

Answer 5

Hello there

I have exactly the same problem with our Logitech TAP Rooms System with the same error massage "Cannot sign in into teams". The environment is similar, Exchange 2019 / Microsoft 365 Hybrid (all mailboxes in Exchange online and the Teams Rooms account was completely created in the cloud only.

• SIP = SMTP = UPN is correct
• Assigned "Conference Room" SKU only
• Time and time zone is correct on the Microsoft Teams Rooms device
• I can sign in by web browser to teams on the Microsoft Teams Rooms device without any problems - conditional access rules disabled for this user.
• Same in AAD, the sign in for Office 365 and Skype for business is shown as "successful". No errors, but looks like it's not even trying to connect to Teams.

• No SfB on-premise

I tried the advice from Oliver Wu but that didn't make any difference. So we have bought that room system over one month again and it's still not working and no solution yet even by Microsoft 365 support.

Maybe we get any solutions here, I really hope so.

Best Regards

MVo