Troubleshoot and monitor Teams devices
Microsoft Teams has many different types of devices available from USB audio and Video devices to Phones to Room Systems.
For this module, we're focused mainly on Teams Phone devices that run Android, we'll also consider Microsoft Teams Rooms for Android.
Manage and configure Teams devices
When Devices are signed in with an account on your tenant, they'll automatically appear under the relevant subcategory in the Microsoft Teams admin center below Devices: Phones, Displays or Microsoft Teams Rooms on Android.
Phones can be filtered into User phones, common area phones, and conference phones. You can also choose to template-specific phone configuration files that control features like screen lock timeout, display contras, office hours, and network settings, and can also toggle on logging
This is where you can manage and configure devices. You can select devices primarily by the user display name of the user or account signed into them. If no user account is signed in Display name will show as N/A
Evaluate and monitor Teams device health status
In Teams admin center Each Device will list a "Health Status", status can include:
Healthy the device is online and in good condition.
Offline The device is offline and can't be used
Non-Urgent there are issues or notifications that may have a minimal impact on the performance of an online device.
Critical State requires urgent attention and action as it may have a significant impact on the performance of the device or make it unusable for calls and meetings.
If you see Non-Urgent and Critical statuses, you can select the status to be taken right to the issue definition and Microsoft suggested remediation.
Non-Urgent will often be firmware updates that are available now but haven't yet been automatically deployed. You can choose to manually deploy them straight away, manually schedule them for a specific date, or just wait for the next automatic update window to take place.
Troubleshoot updating Teams devices
By default, android based devices are set to auto-update, so there's no specific administration required to update devices.
Review the updates in Teams Admin center to ensure they're being successfully deployed and there are no Health Status Issues.
If devices are having issues updating, try a device reboot and check network connectivity for any proxies that may be blocking connectivity to the internet.
Managing device notifications and alerts
Microsoft Teams admin center can proactively alert you if a device goes offline. You'll find the ability to configure this under Notifications and alerts. The notifications are delivered in the auto-created MonitoringAlerts channel of the Admin Alerts and Notifications Team.
A device offline notification can include the following information:
The device name that's offline.
The user of the offline device.
The time the device went offline.
The type of rule that raised the alert.
The reason an alert is raised
The following picture shows an example of an alert:
Configure device state monitoring rule
To configure a device state monitoring rule for a tenant, perform the following steps:
Sign into the Microsoft Teams admin center, and select Notifications & alerts > Rules.
In the Rules Page, select Device state rule.
Under Device users, Select the device(s) by user account to configure the state rule for enabling alerts.
If you want channel alerts, select Actions and Channel alert.
A default team named Admin Alerts and Notifications and channel named MonitoringAlerts will be created where notifications will be delivered to.
If you want Webhook alerts, select Actions and Webhook and insert webhook code.
Toggle the switch below Status to active.
Select Save.
Tip
You cannot edit Rule type, condition, or scope. The only condition available to monitor is if the device goes offline. More rule types, conditions and scopes are planned to be added in the future. Microsoft provides a reference for web hook code in Microsoft Learn.
Device log collection and review
For all Android based Teams devices, in the device settings, you can remotely collect device logs for any support issues:
Navigate to the Microsoft Teams admin center at https://admin.teams.microsoft.com.
Go to Devices, select Device Category and select Device.
Select Download device logs.
Open the file and use the following keywords to search for in the device text log:
| Keyword | Event |
|---|---|
| AdminAgentService | Admin agent events |
| AuthorizationService | Authorization flows |
| Calling | Calling Issues |
| Devicemgm | Device management |
| Enrolling | Device management |
| GetAdalAccess | AD access token for admin agent |
| MAMAcquire | AD access token for admin agent |
| SharedSecret | Device secret |
The results will help to understand why a device doesn't work as intended and is therefore a useful tool for troubleshooting.
Troubleshoot sign-in issues for Microsoft Teams devices
If a Teams device can't sign in, the first thing to do is check basic network connectivity. Check if firewalls or proxies are blocking connectivity.
If you can, plug a laptop into the same network connection, and check if you can sign into the Teams windows client. This will also validate if your account is set up correctly.
Some organizations might have Microsoft Azure Conditional Access policies in place to prevent sign-in from older devices. They may also have Microsoft Endpoint Manager with policies preventing sign-in. If this is configured, you may see an error on sign-in saying "You cannot access this right now, your sign-in was successful but does not meet the criteria to access the resource." Ask our Azure or Microsoft Endpoint manager administrator to make an exception rule.
Check device logs for events around the "AuthorizationService" Keyword.
Microsoft Teams Rooms Pro Management portal
The MTR Pro Management portal provides a view of the health of your meeting rooms and helps to facilitate your existing monitoring tools/practices.
The scope of the monitoring is:
View of incidents
Top issues affecting your rooms
Actions required to restore rooms to healthy status
View of Microsoft Teams Room devices
Snapshot of status at Microsoft Teams Rooms (MTR) device level
Basic history and details for every device
View of Microsoft Teams Room devices
Snapshot of status at Microsoft Teams Rooms (MTR) device level
Basic history and details for every device
For more information, see Monitoring and maintaining Rooms.