Troubleshoot Teams sign-in issues on Surface Hub

If you can't sign in to Microsoft Teams on Surface Hub, several recommended troubleshooting steps are described on this page.

  • First, make sure your Surface Hub is running the latest updates. To learn more, see the following video: How to verify a Surface Hub is fully updated.

  • Check Microsoft Teams is updated to the latest version. On Surface Hub, open Microsoft Teams, select > Settings > Check for updates.

  • Use the Azure sign-in logs for insights into sign-in errors. You can filter by the Surface Hub device account and look for any failures.

  • If you still can't sign in, look for the error code displayed on the Teams sign-in screen and review the following table for troubleshooting steps and links to relevant documentation.

Error codes Possible root cause How to resolve Learn more
CAA20003 Incorrect time on device Ensure KB5011543 or a newer Windows update is installed (build 19042.1682 or later).
- Video: How to verify a Surface Hub is fully updated
- Manage Windows updates on Surface Hub
Conditional Access (CA) Policy A device account can't have CA enabled. To resolve this issue, ensure your Surface Hub device account is excluded from any CA policies.


1. Begin with the Azure AD conditional access What If tool to see which policies currently apply to your device account.
2. Run the tool in Report-only mode, which lets you evaluate the impact of Conditional Access policies before enabling them in their environment.
- Troubleshooting sign-in problems with Conditional Access
- Troubleshoot Conditional Access using the What If tool
- What is Conditional Access report-only mode?
- Video: Use the Report Only feature to test Conditional Access policies
CAA90014
Device account password expired 1. Open Microsoft Edge and attempt to sign in to Office 365 with your device account credentials.
2. If prompted to change the device account password, go ahead and change it.
3. On Surface Hub, go to Settings > Surface Hub > Accounts> Device account > Change.
4. Select Start over with a new device account. The current device account will be removed when you set up a new one using your new credentials.
- Password management (Surface Hub)
Incorrect time on device Ensure KB5011543 or a newer Windows update is installed (build 19042.1682 or later). - Video: How to verify a Surface Hub is fully updated
- Manage Windows updates on Surface Hub
Multi-Factor Authentication (MFA) A device account can't have MFA enabled. To resolve this issue, try excluding the Surface Hub device account from MFA and test again. - Create and test a device account
CAA10001 or AUTH0006
Conditional Access (CA) Policy Follow the instructions above to resolve Conditional Access issues.
No device account added To confirm a device account is added:

1. On Surface Hub, go to Settings > Surface Hub > Accounts.
2. Verify that a device account is added successfully: A device account will show as Not Set if it isn't added.
3. Create and add a device account and try connecting to Teams again.
- Create and test a device account
unknownautherror
Hub still running earlier OS Surface Hub v1 only:
1. Ensure the device is updated to Windows 10 Team 2020 Update (20H2).
2. If your Hub v1 device is still running an earlier OS, it could be affected by the following known issue: A small subset of v1 Surface Hub devices is not able to automatically upgrade to the Windows 10 Team 2020
3. To resolve, reimage Hub v1 using the Surface Hub Recovery Tool and upgrade to 20H2.
- Known issues: Surface Hub
- Using the Surface Hub Recovery Tool
Conditional Access (CA) Policy Follow the instructions above to resolve Conditional Access issues.

Support requests

If you still can't successfully sign in to Teams, you can create a support request. Include the following items:

  • Any error codes displayed when you attempt to sign in to Teams.
  • Log files, as noted below.

Diagnostic Teams log files

When creating a support request with Microsoft Support, the support engineer will require diagnostic log files. Having the logs before creating the support request will allow Microsoft to quickly start troubleshooting the problem.

To collect Teams log files:

  1. Connect an external keyboard to Surface Hub.
  2. Open the Teams app and reproduce the issue by attempting to sign in.
  3. Select the Teams app and ensure the focus is on Teams as the active app on the Hub display.
  4. On your keyboard, press Tab three times to highlight the UI element for settings, represented by three dots (...).
  5. Press CTRL + ALT + SHIFT + 1 to download the Teams log files.
  6. Open File Explorer, go to Downloads, and look for the folder containing the Teams log files.
  7. Copy the folder to a USB drive.

To learn more, see Configure log files for monitoring and troubleshooting in Teams

Surface Hub & Azure log files