Microsoft 365 Certified: Teams Support Engineer

Troubleshoot audio and video flow issues

• troubleshoot audio and video quality issues
• troubleshoot call drops
• investigate issues with call quality and dropped calls by using Call Quality Dashboard,
  network tracing tools, and logs

Troubleshoot emergency calling issues

• troubleshoot dynamic emergency calling
• identify issues with emergency phone number normalization rules
• troubleshoot location detection failures
• troubleshoot missing locations in outbound calls and missing addresses
• troubleshoot dial mask issues

Troubleshoot direct routing issues

• troubleshoot issues pairing the Session Border Controller (SBC) with the phone number
  service
• troubleshoot dial plan issues including normalization rules
• identify the root cause of direct-dialing call issues by reviewing the SBC log
• troubleshoot audio conferencing issues including provisioning and configuration issues

Troubleshoot live events issues

• troubleshoot meeting creation and scheduling issues
• troubleshoot recording issues including policies related to recording
•  investigate issues sharing content and viewing reports
•  troubleshoot reporting issues including issues with attendance reports and moderated
  questions
•  troubleshoot attendee access and playback issues
•  troubleshoot and optimize networks for Teams live events
•  investigate issues connecting to the service and joining meetings

Troubleshoot Teams services

• validate Microsoft Audio Conferencing licensing
•  troubleshoot dial pad issues
•  troubleshoot phone number provisioning issues
•  troubleshoot issues with the Outlook add-in for Teams
•  troubleshoot issues enabling and configuring audio and video devices for Teams
•  troubleshoot online and hybrid call queues and auto-attendant issues
•  troubleshoot user provisioning issues including licensing users, phone number
  assignments, and policies
•  troubleshoot issues with phone system features
•  investigate phone system set up and configuration issues

Troubleshoot Teams client issues

• troubleshoot Teams client start up issues and crashes on Windows, Mac, and Linux
  devices
•  troubleshoot Investigate causes for high memory or CPU usage
•  investigate network issues including network latency
•  analyze web traffic and review HTTP status codes by using Fiddler and other tools
•  troubleshoot issues installing and updating client software
•  troubleshoot performance issues including long times for uploading files and chats slow
  to load or send
•  troubleshoot call set up issues
•  troubleshoot issues adding participants to meetings

Troubleshoot messaging issues

• troubleshoot message delivery issues
• troubleshoot issues attaching files and content to messages
•  troubleshoot chat notification issues

Troubleshoot issues interoperating with Skype for Business

•  investigate chat issues when interoperating with Skype for Business
•  troubleshoot federation issues between Teams and Skype or Skype for Business
•  troubleshooting Interop chat scenarios

Troubleshoot Teams federation issues

• troubleshoot federation policies and domain lists
• verify tenant configuration settings including allowed and blocked domain lists and type
  of federation

Troubleshoot account and network issues

•  verify Active Directory Federation Services (AD FS) health including endpoint availability
  and synchronization status
•  troubleshoot issues with Azure Active Directory Seamless Single Sign-On (Azure AD
  Seamless SSO)
•  identify reasons for blocked accounts by reviewing web log data
•  verify user virtual private network (VPN) configuration settings including split tunneling
  and client version
•  validate network configuration settings including firewall ports, IP ranges, and proxy
  configuration issues

Troubleshoot member sign-in issues

•  investigate authentication issues
•  verify whether an applied conditional access policy prevents sign in
•  determine whether a user account or the device from which a user attempts to sign in is the cause of a sign in issue
•  troubleshoot client sign-in issues by collecting and analyzing Teams debug logs
•  troubleshoot Teams Rooms System (TRS) sign-in issues by analyzing log data from
  Teams Room devices
•  investigate points of failure in the sign-in process flow

Troubleshoot guest access issues

• troubleshoot issues adding guest users to teams
•  troubleshoot call, message, and meeting issues for guest users by checking the guest
  meeting, guest messaging, and guest calling configuration policies
•  audit invitations sent but not used and inactive accounts
•  validate configuration settings for federated message flow
•  review Azure sign-in logs and audit logs for the domain which hosts Teams

Troubleshoot issues with apps

•  configure Teams to allow or block an app
•  validate app permission policies
•  validate app setup policies

Troubleshoot issues with public and private channels

•  check user permissions, team policies, and tenant policies
•  verify and troubleshoot channel email settings
•  troubleshoot tenant replication issues in teams and channels
•  troubleshoot deletion issues in teams and channels

Troubleshoot person-to-person (P2P) private chat files issues including issues access and
sharing issues

•  verify access rights for the user
•  troubleshoot Teams client configuration policies
•  troubleshoot issues provisioning users

Troubleshoot file issues for private channels

•  verify that the SharePoint site for the channel is accessible
•  verify SharePoint access permissions
•  confirm that the SharePoint site collection link is intact

Troubleshoot file issues for public channels

•  verify SharePoint access permissions
•  determine whether the name for a channel or team have been changed
•  confirm that the SharePoint site collection link is intact
•  troubleshoot file synchronization issues and missing files