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Hi All
I am just posting this for a friend who i am trying to help with their Microsoft Teams issue and wondering if you are able to assist, any help is greatly appreciated please as i am out of ideas on how to help to fix issue thanks.
Description of issue:
They have Microsoft Teams Desktop application installed version 26072.521.4595.7966 and when they try to log into the Teams app on their laptop with their personal account they receive a message "Personal Accounts aren't supported yet in Teams (preview)"
Please note the account they are using to sign in to Teams app on their laptop is a personal account which has a Microsoft 365 Family subscription (Note they use this account to sign into Teams via the web fine just not via the Teams app on their laptop and i not sure why.
Troubleshooting performed:
Checked other office apps installed on the laptop their signed in with this personal account and works fine.
Checked the Office 365 subscription to ensure all was ok their and was fine.
Uninstalled Teams rebooted the machine and reinstalled from Microsoft website then rebooted machine and tested but same issue. Note also tried downloading and installing from Microsoft store and from the Teams web and it downloaded and installed but still same issue. Version currently showing installed is 26072.521.4595.7966
Cleared Teams client cache tried again same issue.
In windows went to Settings > Aps > Installed Apps > Microsoft Teams and did a repair and also a reset but same issue
Have tried rebooting again same issue.
I have attached the screenshots in order of what comes up screen by screen when logging into Teams application on their end.
Hello
Any chance this Teams app already has another personal Microsoft account set up? If so, it will not accept a second personal Microsoft account log in. That's by design.
If that's not the case, can you for now choose to log into the work/school option, I assume that option works?
If so, can you then go to Settings > About Teams, and uncheck this option. Restart Teams. It might take some time before this change reflects.. and see if it helps.
Hi Emily
Thanks so much for your reply and help i really appreciate it.
I reckon you are onto something cause i noticed when you launch Teams desktop app it shows another email address which is a email address of a company that she does some work for (She only uses this account for email in outlook) I tried to sign in with that email address into Teams to try and untick that option you mentioned "Public preview" but as she not sure of password she couldn't log into Teams with that account.
If I click on "Create or use another account" (See first screenshot below) and then enter her personal email address (The one that has a Microsoft 365 Family subscription) then click on "Work or school account" (See second screenshot below) it doesn't sign in, receives an error about it needing to be a work or school account or something to that account sorry i forgot to take a photo of that error.
Note i tested logging into Teams app on her laptop with a work email address and it logged in fine
I have asked her to log into Teams with her personal email address on a different machine just to make sure that's working in interim (Want to rule out any issues with her personal account)
When i was logged into Teams app with a work email address i checked to see if i can find that option you mentioned to untick but not they're as its management by the company's policy i guessing
Also note I navigated to Accounts > Email & Accounts on her laptop and it shows the following accounts (See 3rd screenshot below) I suspect the account causing the issue from what you're telling me is the one i circled in 3rd screenshot below, Only issue is she uses that account for Outlook to run her business so i don't want to remove it unless there is a safe to to remove it without it stopping that email address from working in her outlook etc? Just don't want to make a bad situation worse.
Note the machine is also setup and logged in under personal email address (The one that has a Microsoft 365 Family subscription)
In interim she is going to see if she can speak to the company that she does some work for to see if they can give that account a license to log into teams via the work or school option as this may be path of least resistance as we know Teams desktop app works on her machine with a work account as tested earlier
Let me know if you need any further information? and your thoughts with my findings etc?
Again, I appreciate quick response and help.
Thanks for the detail information.
I believe the issue can be from the account ending with @facet5global.com. Looks like when she set it up initially in Outlook, she might have agreed to a pop up to allow organization to manage this device, hence there would be some group policies being pushed to this device.
We will need to try to remove that off this device, clear cache and see if it helps. But she might have to set this up again in Outlook, and you said she didn't know the password? Can you request a password reset from that company she works with then?
To clear this credential and clear cache, do this:
Exit out of Teams completely.
Can you go to your Windows Settings > Accounts > Access Work or School (note, it is the briefcase icon, not the person icon). Then see if the facet5global email address is listed? If so, click on it and then disconnect it.
==================
Next, type contro panel in the search on the taskbar to launch it, then go to Credential Manager > Windows credential tab, look for anything referencing the same organization account, right click and delete all that is found.
===============
Hold down Windows + R keys, copy and paste the following path into the run box (one at a time please), and press enter to launch the folder. When it is launched, delete everything in the folder. If you run into any sub folder that will not allow you to delete, go into that sub folder, and delete from within.
%LocalAppData%\Packages\MSTeams_8wekyb3d8bbwe
%LocalAppData%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy
%LocalAppData%\Microsoft\OneAuth
%LocalAppData%\Microsoft\TokenBroker
%LocalAppData%\Microsoft\IdentityCache
========================= Restart the computer after that.
Restart Teams and see if it works this time to sign into your personal account.
Hi Emily
Thanks for that makes sense what you're saying about the account ending with @facet5global.com and the group policies.
Yep, she can get them to reset their password that shouldn't be an issue. If for whatever reason the company, she does some work for "facet5global" do not allow her to log into Teams then i will try your steps you have advised and let you know how it goes. She is just waiting to hear back from them after reaching out the other day.
Thanks again for all your help will keep you posted cheers.
Orazio
