Troubleshoot Teams Rooms devices
If you're having issues with Teams devices, there are some common troubleshooting steps to take.
Check device health in Teams admin center
Microsoft Teams Admin Center provides health information for devices including, Teams phones, Teams Displays and Microsoft Teams Rooms.
The device health reports can provide data on the following metrics:
Device inventory: List of devices registered, the user name of the account signed into the device. Device name, model, vendor, IP address
Device Health Status: Healthy, Non-urgent, Critical or Offline
Software and Firmware versions
Usage analytics: It provides usage metrics such as call volume, duration, and user trends to help administrators identify how devices are being used within the organization.
Ensure device firmware is up to date
Devices should update their firmware automatically, but it's always worth checking if your device firmware is up to date. You can do this in the Teams admin center.
Sign in to the Microsoft Teams Admin Center at https://admin.teams.microsoft.com/.
In the left navigation menu, select Devices.
In the Devices menu, choose Teams devices.
Select the relevant subsection for the device type, for example, Phones or Panels.
Find the relevant device, select the device
If there's an update available, select Update.
Under Manual updates select all relevant updates and select the update button.
Your device will be queued to be updated and rebooted.
Restart device
Rebooting the device is a common step in troubleshooting. This can be done locally on the device or remotely via the Teams admin center:
Sign in to the Microsoft Teams Admin Center at https://admin.teams.microsoft.com/.
In the left navigation menu, select Devices.
In the Devices menu, choose Teams devices.
Select the relevant subsection for the device type, for example, Phones or Panels
Find the relevant device, select it, then select Restart
In the pop-up window, select Restart Now
Wait for the device to reboot. This can take sometime. You can view status in the device History.
Collect logs
If you experience issues and want to raise a support ticket, you'll have to collect diagnostic logs. The logs aren't really human readable and are of limited value outside of raising a support ticket.
Here's how you can collect the device logs:
Sign in to the Microsoft Teams Admin Center at https://admin.teams.microsoft.com/.
In the left navigation menu, select Devices.
In the Devices menu, choose Teams devices.
Select the relevant subsection for the device type, for example, Phones or Panels
Select the device from which you want to download logs, and then select Download device logs.
After a few minutes, select the device History tab, and then select the Download link under Diagnostics file.
Compress the log files and share them when you create a support request with Microsoft Support.
Troubleshoot with the Microsoft Teams Rooms Pro Management portal
For Microsoft Teams Rooms with a Teams Rooms Pro license, the Microsoft Teams Rooms Pro Management Portal provides additional options for monitoring and troubleshooting.
The MTR Pro Management portal provides a view of the health of your Microsoft Teams Rooms. Each Room will be classified as Healthy, Unhealthy or Disconnected. You can see the health history for each room and see the most/least reliable room systems based on this history.
The Portal will raise incidents for issues. Incidents are classified into two broad severity types:
- Important - Incidents that are likely to cause problems in meetings and should be prioritized.
- Warning – Incidents that are notifications to plan maintenance actions. If these aren't taken care of, then over time the rooms are more likely to hit an issue. Warnings are intended to give you time to plan and orchestrate support.
Important issues include Display, camera, mic or speaker issues or sign-in issues. Incidents that have a status set to “Needs Action” are assigned to you to take corrective action.
Devices and peripherals that don't have any incidents of “Important” severity are marked as healthy.
To collect logs in the Teams Rooms Pro Management portal:
Sign in to the Microsoft Teams Rooms Pro Management portal at https://portal.rooms.microsoft.com
Go to the room pane of the room that you want to collect logs for, and select Collect logs.
In the Collect logs window, select Run.
Select Ok.
After the upload finishes, you can find the file on the Activity tab.
Select the download icon to download the logs.
Note
It can take five to ten minutes to collect the logs.