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Troubleshooting

Solutions for common problems.

Sign-in fails

“Access denied”

An administrator checks in the customer portal in this order:

  1. Admin consent granted? (→ Admin onboarding)
  2. Data processing agreement signed? (Contract tab – without it the app shows no data)
  3. Trial or license still valid? (Billing tab, upgrade or renew there)
  4. Access group configured and the person a member? (Groups tab)
  5. Then reload the app – the lock screen stays until the page is reloaded.

If it stays like this:

An administrator has to grant admin consent:

  1. The admin signs in
  2. Ticks “Consent on behalf of your organization”
  3. Clicks “Accept”

Sign-in does not work after a password change

  1. Clear the browser cache (Ctrl+Shift+Del)
  2. Close all TeamsDashboard tabs
  3. Sign in again

No users visible

Check permissions

Open Azure portal → Enterprise applications → TeamsDashboard. Under “Permissions” check whether User.Read.All and Presence.Read.All have been granted.

Check the network

  • Is graph.microsoft.com reachable?
  • Is a firewall blocking access?

Check the browser console

Press F12 → “Console” tab → look for red error messages.

Unwanted users are shown

Accounts with bundle licenses (e.g. Business Premium) automatically include the Teams license. Disable the Teams license for these accounts in the Microsoft 365 admin center.

→ Detailed guide under Manage users

Status is shown as “Unknown”

Frontline license (F1/F3): These licenses have limited presence API access. This is a Microsoft limitation.

Users without Teams activity: Users who have never opened Teams cannot have a status.

Dashboard loads slowly

Large organization (>500 users): The initial load can take 4–6 seconds. After that only status updates are loaded.

Clear the browser cache: Old data can slow down loading.

Profile pictures are missing

No pictures in Azure AD: Users must have a profile picture stored in Microsoft 365.

Pictures are loaded lazily: With many users, photos are loaded in the background. Wait a moment.

Still having problems?

Have the following information ready:

  • Browser and version
  • Screenshot of the error message
  • Browser console (F12 → Console)

→ Contact support