Get support for Microsoft Teams Rooms Pro Management

  • Applies to: Microsoft Teams

When you experience issues in the Microsoft Teams Rooms Pro Management portal, you can contact Microsoft Support for assistance. This article describes how to create a support request and collect the required information and logs.

Collect required information

To reduce the time that's needed to gather information when you open a support request for Microsoft or a Microsoft OEM partner, we recommend that you collect the following information.

Note

This might not be a complete list of the information that will be requested. However, it includes the most common items.

  • 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 support case 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:
      • Windows version
      • The Teams Rooms app version
      • Device model and manufacturer
      • Attached peripherals
      • Number of displays
    • Room 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.

Collect logs

Collect logs in the Teams Rooms Pro Management portal

Windows-based Teams Rooms devices

  1. Go to the room pane of the room that you want to collect logs for, and select the Actions tab.

    Screenshot of the room pane that shows the Actions tab.

  2. Select the Log Collection action, and select Run.

    Screenshot of the room pane that shows the Log collection action.

  3. Select all relevant logs you want to collect, enter the reason for collecting the logs, and then select Run.

    Screenshot of the window that shows the log selection box.

    Note: This operation may take several minutes. To monitor progress, select the Activity tab.

  4. After the operation is completed, you can find the log file on the Activity tab.

    Screenshot of the window that shows that the log collection action is completed.

  5. Select the download icon to download the LogCollection*.zip file.

Other Teams Rooms devices

  1. Go to the room pane of the room that you want to collect logs for, and select Collect logs.

    Screenshot of the room pane that shows the Collect logs button.

  2. In the Collect logs window, select Run.

    Screenshot of the Collect logs window that shows the prompt to start log collection.

  3. Select Ok. It can take five to ten minutes to upload the logs, depending on the room's local internet bandwidth.

    Screenshot of the Collect logs window that shows that the request was sent successfully to the device.

  4. After the upload finishes, you can find the file on the Activity tab. If necessary, select Refresh to check the status.

    Screenshot that shows the collected log files.

  5. Select the download icon to download the logs.

Collect logs on the Teams Rooms device

  1. Sign in to the device by using the Admin account.

  2. Run the following command in an elevated Command Prompt window:

    powershell -ExecutionPolicy unrestricted c:\rigel\x64\scripts\provisioning\ScriptLaunch.ps1 CollectSrsV2Logs.ps1

    Note: The logs are saved as a .zip file under c:\rigel.

Create a support request

Note

You can also get support directly from the OEM for OEM peripheral or device issues. Usually, the following signals are related to OEM peripheral or device issues:

  • Camera
  • Display
  • Microphone
  • Speaker

To create a support request, follow these steps:

  1. Go to the Microsoft 365 admin center. At the bottom-right side of the page, select Help & support. Or, go to the Microsoft Teams admin center. At the bottom-right side of the page, select Need help.

  2. In the Tell us your problem text box, enter Teams Rooms Portal, and then press Enter.

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

  4. In the Contact support pane, specify the following information:

    • Title: Enter "MTR Pro –" followed by the signal that's reported in the Teams Rooms Pro Management portal, such as Meeting app. Or, enter "MTR Pro – other" if no signal is reported.
    • Description: Enter the information that's listed in the Collect required information section.
    • Confirm your contact number, email address, and preferred contact method.
    • Attachments: Select Add a file, and then upload the collected logs, screenshots, and videos.
    • Complete the regional settings.

  5. Select Contact me.

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