MS TEAMs_Unknown_ERROR

Hi @Hnin Hnin AYE, 

Thank you for posting your question on the Microsoft Q&A forum. 

Regarding the issue where your Microsoft Teams status is displaying as “Unknown,” I would like to ask a few questions to better understand your situation and assist you more effectively: 

• Are other users in your organization experiencing the same issue? 
• Does the issue also occur when you use Microsoft Teams on the web? 

In addition to restarting Teams, have you tried the following steps? 

• Signing out of Teams and signing back in 
• Clearing the Microsoft Teams cache 

If the issue occurs only in the Microsoft Teams desktop app, please follow the steps below to clear the cache for the new Microsoft Teams app: 

1. Go to Settings > Apps > Installed apps, then type Microsoft Teams in the search box.    
2. Locate the New Microsoft Teams app, select the More options button (…) on the right, and choose Advanced options.    
3. In the Reset section, select Reset.    
4. Restart Teams.  

Thank you again for your time and understanding. While my initial response may not resolve the issue immediately, I’d like to gather more details about your situation so I can assist you more effectively.           

I really appreciate your patience, and I’m here to help. Looking forward to your response.                       

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The “Unknown” status and loss of messaging typically indicate a Teams connectivity or sync problem rather than an account issue. Use these steps to stabilize it:

1. Force-refresh and resync Teams
   • On Windows, right‑click the Teams icon in the taskbar and select Quit.
   • Start Teams again from the Start menu.
   • If a sync banner appears at the top of Teams, select Refresh to restart and resync the app.
2. Check network connectivity
   • When the status shows Unknown, open a browser and confirm that other websites load normally.
   • If the network is unstable or drops, Teams presence and chat can switch to Unknown and stop sending/receiving until connectivity is restored.
3. Try another client
   • When the desktop app shows Unknown, immediately try using Teams for the web at https://teams.microsoft.com/.
   • If web works while the desktop app does not, the issue is with the local app profile rather than the account.
4. Sign out and back in
   • In Teams, select the profile picture → Sign out.
   • After Teams closes, open it again and sign in with the work account.
   • This forces a fresh authentication and presence connection, which often clears intermittent “Unknown” states.
5. Reinstall Teams if the issue persists
   • Uninstall Teams from the device.
   • Reinstall the latest Teams client and sign in again.
   • This removes corrupted local files that can cause repeated presence and chat failures.

If, after these steps, presence still frequently changes to Unknown and messages stop, an administrator should collect Teams logs and open a support request through the Teams Admin Center so Microsoft can investigate the underlying service or tenant issue.

References:

• Sync Microsoft Teams
• My chat messages aren't loading in Microsoft Teams
• I can't reconnect to Microsoft Teams
• User presence status issues in Outlook