Microsoft Teams Room version 5.2.115.0 bug: Teams Room account can't login

I want to provide some information that will hopefully help other folks having this same issue. Through our own reverse engineering and with info Matt Slomka and other Microsoft Engineers provided from our support case we figured out what our issue was. For starters with the introduction of version 5 the MTRs will try to run "New Teams" if they have the app installed and the required WebView 2. You can tell if your MTR is running new Teams if it has the QR code on the main screen and you haven't specifically set a setting to disable that. Prior to 5.2.115 it was able to fall back to using Old Teams but the 5.2.115 requires New Teams only and if it can't run it this is when you will see this problem. It installs New Teams as a separate MSIX package. Apparently at some point a setting got pushed from Intune to our MTRs to block non admin installs of app packages. Its interesting that setting did not stop it from updating the normal Teams room app to 5.2.115 but apparently it wasn't able to install this separate MSIX package that installs "New Teams".

This article describes the problematic setting our MTRs had https://petervanderwoude.nl/post/prevent-non-administrator-users-from-installing-windows-app-packages-via-windows-10-mdm/.  We are setting the affected devices back to 0 for that setting so they can install the New Teams package and will work on 5.2.115.

Microsoft may very well be correct in saying that it's something in the customer environment in causing this issue. We didn't think we had done anything like that but we had, probably inadvertently by sending a setting from Intune to those devices they should not have received that blocked needed app installs.

You can also look in the TeamsUWP log files on the device and look for errors pertaining to Teams21 and for us it showed that the package was missing.

Brandon

100% agreed on this, an automatic roll out of an update that breaks our Teams Room and the fix is to wipe your device and effectively leave it in an unmanaged state with the advice not to add any custom policies, security etc as it will leave the device in an unsupported state is ridiculous. In my case due to our internal policies we will need to create a new network segment to separate these devices from our internal network as we can not stand over them and see they are sufficiently secured/hardened for our internal network.

I will follow this. thanks

We've had an open support ticket for weeks, yet the response has been minimal and lacking any real progress. Frankly, we’re disappointed in the quality of support from Microsoft, especially given the ongoing impact on our customers and the many other customers on this forum as well.

We’ve tried the workarounds, but we need an actual fix, not temporary solutions. The lack of communication and delay in addressing this issue is unacceptable. We expect far better support from Microsoft, and we need this issue to be prioritized and resolved as soon as possible.

I understand resolving this can be challenging, we have Remote Access within the Pro Management Portal which can allow you to perform admin tasks remotely. There are no plans to make any changes for 5.3 as we don't have an issue at this point only environmental causes, so for those experiencing issues on 5.2 please open support cases if you have not done so and please work with your account team's if you're not making progress with support.

I will add one additional suggestion beyond the known issues details I've shared previously; we've had two cases from customers where they have hit credential cache challenges due to their third-party identity provider, clearing the Teams Rooms cache using the action in the Pro Management Portal or locally using these steps have helped: Microsoft Teams Rooms maintenance and operations - Microsoft Teams | Microsoft Learn