Microsoft Teams

【トラブルシューティング】Microsoft Teams にサインインが行えない場合がある SI(サービス インシデント)が発生中【TM419392】【PIR】【復旧済み】

トラブルシューティング
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Microsoft Teams
Microsoft Teams

Microsoft が提供する Microsoft 365 のサービス正常性(TM419392)にて、Microsoft Teams へのサインインが行えないことがある SI(サービス インシデント)が発生しています。

本事象の影響を受けているユーザーは、Microsoft Teams デスクトップ クライアントおよび Microsoft Teams ブラウザー版ともにサインインが行えない場合があります。

また、以下のようなエラー メッセージが表示される場合があります。

“申し訳ございません。問題が発生しました。

[再起動]

これが機能しない場合は、[サインアウト] してから再びサインインしてください。

併せて、Microsoft Teams モバイル アプリを使用して、サインインが行えるかも確認してみてください。

なお、ユーザーは、DNS のキャッシュの削除を行うか、DNS トークンの有効期限が切れるのを待つことで、再度、サインインを行うことができます。

そのため、上記事象の影響が組織で継続している場合は、Microsoft Teams デスクトップ クライアントからサインアウトし、再度、サインインを行ってください。

Microsoft の現時点の調査結果によれば、日本語などの非 ASCII(ダブル バイト)文字を使用しているユーザーが影響を受けている可能性があります。

現在は、大半のユーザーで本事象が改善していることを確認しており、引き続き、影響が残っているユーザーでの問題の軽減に努めています。

また、この問題の根本的な原因を見直し、今後、同様の事象が発生しないように努めるとのことです。

本事象は、Skype AAD の変更により、エンド ユーザーの姓と名のフィールドに日本語などのダブル バイト文字が含まれている場合にサービスが解析を行えなくなり、影響が発生する問題になります。

この問題は、アジア太平洋地域を拠点とする非 ASCII(ダブル バイト)文字を使用して、Microsoft Teams にサインインしようとするユーザーに影響する可能性があります。

目次

Users may experience issues accessing Microsoft Teams via various connection methods – TM419392

サービス:Microsoft Teams

状態:Service restored

ユーザーへの影響:Users may experience issues accessing Microsoft Teams via various connection methods.

Microsoft 365 のサービス正常性(TM419392)にて、Microsoft Teams へのサインインが行えないことがある SI(サービス インシデント)が発生しています。

本事象の影響を受けているユーザーは、Microsoft Teams デスクトップ クライアントおよび Microsoft Teams ブラウザー版ともにサインインが行えない場合があります。

また、以下のようなエラー メッセージが表示される場合があります。

“申し訳ございません。問題が発生しました。

[再起動]

これが機能しない場合は、[サインアウト] してから再びサインインしてください。

なお、回避策として本事象発生ユーザーは Microsoft Teams モバイル アプリからサインインすることで回避が行えます。

なお、ユーザーは、DNS のキャッシュの削除を行うか、DNS トークンの有効期限が切れるのを待つことで、再度、サインインを行うことができます。

そのため、上記事象の影響が組織で継続している場合は、Microsoft Teams デスクトップ クライアントからサインアウトし、再度、サインインを行ってください。

現在は、サービスの復旧を確認しています。

この問題は、アジア太平洋地域を拠点とし、Microsoft Teams にサインインしようとする日本語などの非 ASCII(全角)文字を使用する、すべてのユーザーが影響を受けている可能性があります。

本事象は、Skype AAD の変更により、エンド ユーザーの姓と名のフィールドに日本語などの 2 バイト(全角)文字が含まれている場合にサービスが解析が解析できないことがあり、影響が発生した問題になります。

今後は、今回のアップデートについてロール アウト前に確認されなかった原因を確認するためにデプロイメントの手順を再検討しています。

また、5 営業日以内に Post – Incident Report(PIR)を発行する予定となっています。

August 26, 2022 1:50 AM – Service restored

  • ・Title : Users may experience issues accessing Microsoft Teams via various connection methods
  • ・User Impact : Users may have experienced issues accessing Microsoft Teams via various connection methods.
  • ・More info : Users may have been unable to connect to Microsoft Teams via the desktop and web client.
  • Additionally, users may have seen the following error : “Issue occurred. Please restart.”
  • While we worked to mitigate impact, the mobile app was available to users to access Microsoft Teams as a workaround.
  • Lastly, users could have cleared their DNS caches or waited for the DNS token to expire before retrying access.
  • If your organization continues to experience impact, please sign out of the client, and sign back in.
  • ・Final status : We’ve monitored the environment and have confirmed that service has been restored.
  • ・Start time : Wednesday, August 24, 2022, 11:00 PM (2:00 PM UTC)
  • ・End time : Thursday, August 25, 2022, 3:18 PM (6:18 AM UTC)
  • ・Scope of impact : This may have impacted any users leveraging non-ASCII (double-byte) characters, who were based in the Asia-Pacific region and attempting to access Microsoft Teams.
  • ・Preliminary root cause : A Skype AAD change was inadvertently causing the service to be unable to parse the first and last name fields of end-users if they contained double-byte characters, which resulted in impact.
  • ・Next steps : – We’re reviewing our deployment procedures to better understand why this issue was not identified prior to the full rollout of the change.
  • We’ll publish a post-incident report within five business days.

August 25, 2022 3:00 PM – Service restored

  • ・Title : Users may experience issues accessing Microsoft Teams via various connection methods
  • ・User Impact : Users may experience issues accessing Microsoft Teams via various connection methods.
  • ・More info : Users may be unable to connect to Microsoft Teams via the Desktop, and Web client.
  • Additionally, users may see the following error: “Issue occurred. Please restart.”
  • If possible, users can attempt to use the Mobile app to access Microsoft Teams in the interim.
  • Lastly, users can clear their DNS caches or can wait for the DNS token to expire before retrying access.
  • If your organization continues to experience impact, please sign out of the client and sign back in.
  • Based on our investigation it appears that any user leveraging non-ASCII (double byte) characters may be affected.
  • ・Current status : We are committed to mitigating the issue for users that are continuing to experience residual impact related to this event.
  • We still expect a large majority of users to be in a resolved state.
  • In parallel, we are reviewing the underlying cause of the issue to better understand the problem and prevent similar events in the future.
  • ・Start time : Wednesday, August 24, 2022, 11:00 PM (2:00 PM UTC)
  • ・Scope of impact : This may impact any users leveraging non-ASCII (double byte) characters, based in the Asia-Pacific region, and are attempting to access Microsoft Teams.
  • ・Preliminary root cause : A Skype AAD change is inadvertently causing the service to be unable to parse the first and last name fields of end-users if they contained double-byte characters, resulting in impact.
  • ・Next update by : Thursday August 25, 2022, at 6:00 PM UTC

August 25, 2022 2:36 PM · クイック更新 – Service restored

  • Our efforts to address the impact remaining to a subset of users is ongoing.
  • If you’re continuing to notice impact, please sign out of your client and sign back in.
  • This quick update is designed to give the latest information on this issue.

August 25, 2022 1:38 PM – Service restored

  • ・Title : Users may experience issues accessing Microsoft Teams via various connection methods
  • ・User Impact : Users may experience issues accessing Microsoft Teams via various connection methods.
  • ・More info : Users may be unable to connect to Microsoft Teams via the Desktop, and Web client.
  • Additionally, users may see the following error: “Issue occurred. Please restart.”
  • If possible, users can attempt to use the Mobile app to access Microsoft Teams in the interim.
  • Lastly, users can clear their DNS caches or can wait for the DNS token to expire before retrying access.
  • If your organization continues to experience impact, please sign out of the client and sign back in.
  • Based on our investigation it appears that any user leveraging non-ASCII (double byte) characters may be affected.
  • We also believe the Microsoft Teams Mobile client is not affected by this.
  • ・Current status : We are reverting the same changes to the other possibly affected regions as we are still noticing suboptimal access performance.
  • We still remain engaged in monitoring the service and addressing any lingering impact items related to this event.
  • ・Scope of impact : This may impact any users leveraging non-ASCII (double byte) characters, based in the Asia-Pacific region, and are attempting to access Microsoft Teams.
  • ・Next update by : Thursday August 25, 2022 at 7:00 AM UTC

August 25, 2022 2:36 PM · クイック更新 – Service restored

  • Our telemetry indicates that the service has almost returned to a healthy state.
  • We will continue to monitor it until we are confident that no further users are affected.
  • This quick update is designed to give the latest information on this issue.

August 25, 2022 12:15 PM – Service restored

  • ・Title : Users may experience issues accessing Microsoft Teams via various connection methods
  • ・User Impact : Users may experience issues accessing Microsoft Teams via various connection methods.
  • ・More info : Users may be unable to connect to Microsoft Teams via the Desktop, and Web client.
  • Additionally, users may see the following error : “Issue occurred. Please restart.”
  • Lastly, users can clear their DNS caches or can wait for the DNS token to expire before retrying access.
  • Based on our investigation it appears that any user leveraging non-ASCII (double byte) characters may be affected.
  • We also believe the Microsoft Teams Mobile client is not affected by this.
  • ・Current status : We are still observing signs of improvement and are receiving confirmation from some of the affected users that the issue is mitigated.
  • We will continue to monitor the service to ensure resolution.
  • In parallel, we have noticed an ongoing third-party ISP outage within the Japan region that may be affecting users within that area.
  • ・Scope of impact : This may impact any users leveraging non-ASCII (double byte) characters, based in the Asia-Pacific region, and are attempting to access Microsoft Teams.
  • ・Next update by : Thursday August 25, 2022 at 5:00 AM UTC

August 25, 2022 11:21 AM · クイック更新 – Service restored

  • We are observing an increase in users reporting that they are continuing to experience impact.
  • We’re reviewing our internal telemetry to determine if our mitigations are working as expected.
  • In parallel, we’ve noticed various networking providers in the area that may contributing to the problem.
  • This quick update is designed to give the latest information on this issue.

August 25, 2022 10:49 AM – Service restored

  • ・Title : Users may experience issues accessing Microsoft Teams via various connection methods
  • ・User Impact : Users may experience issues accessing Microsoft Teams via various connection methods.
  • ・More info : Users may be unable to connect to Microsoft Teams via the Desktop, and Web client.
  • Additionally, users may see the following error : “Issue occurred. Please restart.”
  • Lastly, users can clear their DNS caches or can wait for the DNS token to expire before retrying access.
  • Based on our investigation it appears that any user leveraging non-ASCII (double byte) characters may be affected.
  • We also believe the Microsoft Teams Mobile client is not affected by this.
  • ・Current status : We have also identified a parallel change for the Skype Azure Active Directory (AAD) service which we also reverted along with the Authentication service change as a troubleshooting effort.
  • We continue to see indications of recovery across our diagnostic data.
  • We will continue to monitor the service to ensure this properly resolves the issue.
  • ・Scope of impact : This may impact any users leveraging non-ASCII (double byte) characters, based in the Asia-Pacific region, and are attempting to access Microsoft Teams.
  • ・Next update by : Thursday August 25, 2022 at 4:00 AM UTC

August 25, 2022 10:30 AM · クイック更新 – Service restored

  • We’ve finished reverting the change to the Authentication service and we’re observing recovery based on our internal telemetry.
  • This quick update is designed to give the latest information on this issue.

August 25, 2022 9:54 AM – Service restored

  • ・Title : Users may experience issues accessing Microsoft Teams via various connection methods
  • ・User Impact : Users may experience issues accessing Microsoft Teams via various connection methods.
  • ・More info : Users may be unable to connect to Microsoft Teams via the Desktop, Mobile, or Web client.
  • Additionally, users may see the following error : “Issue occurred. Please restart.”
  • Based on our investigation it appears that any user leveraging non-ASCII (double byte) characters may be affected.
  • ・Current status : We identified a recent change maybe affecting the Authentication service’s ability to parse double byte characters, preventing a subset of users from being able to access Microsoft Teams.
  • We are currently in the process of rolling back the impacting change as a potential mitigation.
  • ・Scope of impact : This may impact any users leveraging non-ASCII (double byte) characters, based in the Asia-Pacific region, and are attempting to access Microsoft Teams.
  • ・Next update by: Thursday August 25, 2022 at 3:00 AM UTC

August 25, 2022 9:26 AM · クイック更新 – Service restored

  • We’re reviewing a recent change made to the Authentication service to determine if that is contributing to the issue.
  • If validated, we will revert this change as a troubleshooting effort.
  • This quick update is designed to give the latest information on this issue.

August 25, 2022 9:14 AM – Service restored

  • ・Title : Users may experience issues accessing Microsoft Teams via various connection methods
  • ・User Impact : Users may experience issues accessing Microsoft Teams via various connection methods.
  • ・More info : Users may be unable to connect to Microsoft Teams via the Desktop, Mobile, or Web client.
  • Additionally, users may see the following error : “Issue occurred. Please restart.”
  • ・Current status : We’re reviewing diagnostic data to determine the source of the problem.
  • In parallel, we are observing authentication connection requests not completing when users attempt to access the service.
  • ・Scope of impact : This may impact any users attempting to access Microsoft Teams.
  • ・Next update by : Thursday August 25, 2022 at 2:00 AM UTC

August 25, 2022 8:49 AM – Service restored

  • ・Title : Users may encounter issues accessing Microsoft Teams
  • ・User Impact : Users may encounter issues accessing Microsoft Teams.
  • ・Current status : We’re investigating a potential issue and checking for impact to your organization. We’ll provide an update within 30 minutes.

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