Microsoft Teams shows Presence unknown for contacts status

22 Sep Microsoft Teams shows Presence unknown for contacts status

Microsoft Teams shows Presence unknown for contacts status

Once in a while, Teams doesn’t show contact status correctly; it shows as “Unknown” or “Offline” or not updating. Microsoft Teams have pre-defined conditions if any of the conditions are true, then Teams presence status will show as an unknown.

Pre-defined conditions:

• Teams contact is offline (Offline status set by the user or the contact has not signed in to Teams).
• The network connectivity (communication) issue is impacting Teams’ unified presence service (UPS).
• The contact is using Microsoft Skype for Business. Based on the Presencein the coexistence scenario, this issue may be expected behavior.

Resolution/ Workaround:

Since Teams presence status may be impacted due to the predefined conditions, you do not have much scope to resolve the issue as a user and support personnel. I have written generic troubleshooting steps that may help in solving your Teams presence issue. It is important to test Teams contact’s presence information after following each troubleshooting step; that way, you will learn which step resolves the issue.

• The first thing to check is that the contact has signed in to Teams. If not signed in, ask them to sign in and check their status in your Teams client. If the issue persists, then move into the next step.
• Users may set status as Appear offline. So, verify that the contact hasn’t set the presence status to Appear offline. Ask the contact person to change the status and then verify the status in your Teams contact list. If the issue persists, then move on to the next steps.
• The next thing to try is to verify the network connectivity to Teams endpoints because network connectivity may affect the presence status. If possible, then try different network connections and test the status.
• Finally, verify that the contact is currently using Teams. If the issue persists, delete the Teams client cache (Refer: https://bloguc.com/how-to-clear-microsoft-teams-client-cache/) from the affected users’ machine and check the contact status.
• In case the issue is not fixed, then you contact your support team or open a case with Microsoft with issue information as your last resort.

Thank you.