Create a support request for Teams devices

You can contact Microsoft Support for assistance if you experience issues that affect the Teams Pro Management Portal or these Teams devices:

• Teams Rooms on Android
• Teams Rooms on Windows
• Teams panels
• Teams phones

This article discusses how to create a support request for these issues.

Prerequisites

Before you create a request, make sure that:

• Your device is running the latest version of: Teams Rooms, Teams panels, or Teams phone.
• Your device is running a supported version of the Windows or Android operating system.
• Ensure the device is certified and check the End of certification tab to ensure the device is supported: Teams Rooms on Windows, Teams Rooms on Android, Teams panel, or Teams phone. If the device is not on the certified hardware list, contact the manufacturer for support and if the device is end of support you will want to consider replacing that device.

Create a support request

To create a support request, follow these steps:

1. Sign-in to the Teams Rooms Pro Management Portal or Microsoft 365 Admin Center using an account that minimally has the Service Support Administrator role.

2. Select the Need Help icon in the lower-right corner of the page.

3. In the text box under How can we help, enter your question, and then select Search.

4. Review the suggested topics. If the results aren't helpful, select Contact support.

5. Select a contact method.

6. In the Title field, type [Teams devices] followed by the device type (within square brackets) as a prefix. For example, [Teams devices][MTRW].

7. In the Description field, provide as much of the following information as possible:

   • Description of the issue.
   • Specify whether the issue affects a Teams Rooms device (Teams Rooms on Windows or Teams Rooms on Android), or the Teams Rooms Pro Management portal.
   • Information required for all issues:
     • Steps to reproduce the issue. If it's a Teams Rooms issue, include a video, if possible.
     • The time, date, and time zone of the most recent occurrence of the issue.
     • If the issue recurs, the recurrence rate.
     • Error messages that are generated when the issue occurs. If possible, include the message text or screenshots of any message windows that are related to the issue.
     • If available, the Teams Rooms Pro Management incident number.
   • Additional information for Teams Rooms issues:
     • Steps already tried from the referenced troubleshooting guide.
     • Logs that have been collected. You can collect logs in the Teams Rooms Pro Management portal or locally by using PowerShell.
     • Active signals in Teams Rooms Pro Management portal.
     • Whether the issue affects all devices, some devices, or only a single device.
     • The following system information that can be found on the Settings tab in the Teams Rooms Pro Management portal:
     • Operating System version
     • Device firmware version
     • Teams app version
     • Device model and manufacturer
     • Attached peripherals
     • Number of displays (if applicable)
     • Resource account information:
       • Account UPN
       • Room name
   • Additional information for calling or meeting issues:
     • Meeting link for the affected meeting
     • PSTN number, if the issue involves a PSTN call.
     • Caller and callee UPN, if the issue involves a One-to-One call.

8. Under Attachments, select Add a file or screenshot or video, and then upload the collected logs, screenshots, and videos. For more information about how to collect logs, see collecting device logs.

9. Select Contact me.

After you submit the request, a Microsoft support engineer will follow up by using your preferred contact method.