Microsoft Teams - Error When Joining Meeting. "Sorry, we couldn't connect you".

Some of our users are getting the "Sorry, we couldn't connect you" message when trying to join a Microsoft Teams meeting.  Other users on the same network segment are able to access normally.  

Anyone know any steps to try and debug what's going on - why some users work and some users don't?

We are an Office 365 environment.  

Thanks!

Moved from Unknown/other  / Windows 10  / Office 365 for business

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Hello Kevin Grace,

Thank you for your post in our forum community.

Regarding your description, for this issue, if you are using Microsoft Teams desktop client, kindly try to clearing the Teams cache to see if it helps via following steps.

1.    Fully exit the Microsoft Teams desktop client. To do this, either right click Teams from the Icon Tray and select ‘Quit’, or run Task Manager and fully kill the process.

 

2.    Go to File Explorer, and type in %appdata%\Microsoft\teams

3.  Once in the directory, you’ll see a few of the following folders:

 

-      From ‘Application Cache’, go to Cache and delete any of the files in the Cache location. “%appdata%\Microsoft\teams\application cache\cache”


-     From ‘Blob_storage’, delete any files that are located in here if any. “%appdata%\Microsoft\teams\blob_storage”


-     Within ‘Cache’, delete all files “%appdata%\Microsoft\teams\Cache”


-     Within ‘databases’, delete all files “%appdata%\Microsoft\teams\databases”


-      Within ‘GPUCache’, delete all files “%appdata%\Microsoft\teams\GPUcache”


-      Within ‘IndexedDB’, delete the .db file “%appdata%\Microsoft\teams\IndexedDB”


-      Within ‘Local Storage’, delete all files “%appdata%\Microsoft\teams\Local Storage”


-      Lastly, from ‘tmp’, delete any file “%appdata%\Microsoft\teams\tmp”

 

Once finally done clearing, you can now restart Teams from your local desktop and check if the issue disappears.

Also, for further analysis I need to collect below information from you.

1.       Does this issue happened in both platform i.e. MS Teams desktop client or MS Teams web client?

2.       If the issue is in MS Teams desktop client, could you please provide us detailed version of MS Teams desktop client?

3.       Could you please provide us small video about “"Sorry, we couldn't connect you" message when trying to join a Microsoft Teams meeting”?

4.       Could you please provide us detailed steps about “how did you joined in Microsoft Teams meetings”?

If you are providing video, kindly provide us via this private message link: https://answers.microsoft.com/en-us/privatemessage/inbox

Regards,

Darpan

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Hello Kevin Grace,

If you need any further help or information, please feel free to contact us with updated information.

Regards,

Darpan

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Thanks Darpan.  Was able to successfully clear cache files and associated directories provided above.  

We still get error "Sorry, we couldn't connect you" when trying to join meeting from desktop client.  We are able to successfully join when using web client. 

Here's the version information for desktop client:

Microsoft Teams Version 1.2.00.19260 (64-bit). 

We are tying to join a teams meeting using desktop client.  We have some users who it works okay, and some users like myself who can only join via web plugin.  For this test meeting, I created by click on Meetings Icon in left navigation, clicked on "Schedule a Meeting" - completed the following fields:

--Title:  Test Meeting

--Location:  Teams Meeting

--Start:  Start Date/Time

--End:  End Date/Time

--Details - none

--Select a channel to meet in:  None

--Invite people:  add one or more people

Click on "Schedule" - then click on "Join". 

Screen shots attached.  Thanks!

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Hello Kevin Grace,

Thank you for your reply. Regarding this issue, I'd like to suggest you that kindly try to open MS teams as an administrator and check the result about the issue. If it helps you.

Meanwhile, kindly try to change network and check that if the issue is with specific network side issue. Because some time due to network connection issue in machine, we cannot connect or join into team meeting.

Also, kindly add your MS Teams credential in another machine in MS Teams desktop client and check that if the issue with the specific machine or device. 

Also, if the issue still persist, I'd like to know about your Office 365 server environment. Is it on-premises or Hybrid or Pure cloud environment?

Regards,

Darpan

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Last updated June 14, 2021 Views 77,384 Applies to: