TEAMS - just one of my Teams and iphone users

Question

TEAMS - just one of my Teams and iphone users

Lynn Sullivan 0

Subject: Escalation Required: Teams iOS Issue Affecting Files Tab in Class Teams

Dear Microsoft

I am requesting further escalation of an ongoing Microsoft Teams issue that is affecting student access to files on iPhones.

Issue Summary

Students using the Microsoft Teams iOS app are unable to access files within certain Class Teams. The problem is not occurring on Android devices, Windows PCs, or Macs.

Affected Team

LC Music 2028 (Class Team)

Symptoms

When iPhone users open the Team and select the General channel, the expected tabs normally displayed at the top of the channel (Posts, Files, More) briefly appear and then disappear.
As a result, the Files tab is unavailable and students cannot access resources stored within the Team.
The Files tab flashes on-screen for a fraction of a second before disappearing.

Troubleshooting Already Completed

Team membership and permissions checked.
Student accounts verified.
Multiple affected users tested.
Teams app restarted and devices checked.
IT ticket previously raised and investigated.
Issue reproduced consistently across multiple iPhones.

Key Findings

The issue affects iPhone users only.
Android users can access the same Team and files without issue.
Windows and Mac users can access the same Team and files without issue.
Other Teams function normally on the same affected iPhones.
The issue is reproducible for multiple users.
The Files tab itself disappears rather than displaying an access-denied message.
A newly created Team was tested and exhibited the same behaviour on iPhone.

Why This Appears to Be a Platform/Application Issue

The evidence suggests this is not a permissions problem:

Users can access Teams successfully on other platforms.
The issue is isolated to the Teams iOS experience.
The Files tab is being hidden after loading rather than denying access to content.
The behaviour is reproducible across multiple users and devices.

Request

Could this issue please be escalated to Microsoft Support for investigation as a potential Teams for iOS bug affecting Class Teams and SharePoint/Files integration?

I can provide screenshots and affected user details if required.

Kind regards,

Lynn

0 comments

2 answers

Your answer

Answer 1

Jayden-P 2,680 Independent Advisor

Please note that this forum/community is not Microsoft Support and I do not have the ability to directly escalate cases to the Microsoft support team as I am a normal forum user.

Hi @Lynn Sullivan

Since you mentioned that an IT support ticket has already been raised, I recommend working with the support engineer handling your existing case and requesting an escalation through that open ticket. The support team can review the findings you've collected and, if appropriate, engage the relevant Microsoft product group for further investigation.

Before proceeding, could you please provide a few additional details?

What version of the Microsoft Teams app is installed on the affected iPhones?
What iOS version are the affected devices running?
You mentioned that a newly created Team exhibited the same behavior. Does the issue also occur in the General channel of that Team or occur in all channels of that Teams?
Are Team owners/teachers affected, or only student members?

I do want to say I apologize that I cannot directly escalate the issue from this forum. Please continue working with the existing Microsoft Support case and request an escalation through the assigned support engineer.

Lynn Sullivan 0 Reputation points

2026-09-11T21:33:18.2733333+00:00

Hi @Jayden-P Jayden-P. Thanks a mil for your response.

My IT support said they couldn’t fix the issues and closed the ticket. I got everyone to update their teams on their phone. The students with the iPhones all have different iPhones so I presume they all have iOS versions??

so it is this new team that is the issue. I set it up in late August. All my other teams are fine.

I am the teacher and I have the problem on my iPhone.

so when I go into the team and tap general up the top posts, files and more appear for half a second and then disappear. So iPhone users cannot access the files for the team. Is there something in the settings that is causing this. Android users do not have this problem. The problem is not there on any other devices. There are approximately 20 students and myself that this is affecting. All with different iPhones.

any suggestions most welcome. I am cracking up with this.

thanks.

Answer 2

The supported next step is to open a Microsoft support request and include detailed evidence from the affected iPhones.

Use this path:

Open the Help pane from one of these portals:
- Microsoft 365 admin center → Help
- Microsoft Teams admin center → Help
In How can we help, enter the issue and select Search.
If the suggested topics do not help, select Contact support.
Choose a contact method.
In the request description, include:
- Description of the issue
- Time, date, and timestamp of the most recent occurrence
- Number of affected users/devices
- Affected accounts
- Exact steps to reproduce on iPhone
- Whether the issue occurs only in specific Class Teams
- Any recent changes made before the issue started
- Screenshots or screen recordings showing the Posts / Files / More tabs appearing briefly and then disappearing
Under Attachments, add screenshots, videos, and any collected evidence.

For Teams file-access issues, these are the supported checks from Microsoft documentation:

If the error is “There was a problem reaching this app”, one documented cause is that the Microsoft 365 group associated with the team has no owner. In that case, a Microsoft 365 administrator must assign an owner to the orphaned group.
If the error is “We can't get your files, we're working on getting them back”, Microsoft recommends retrying later and, if the issue persists, running the self-diagnostics tool in the Microsoft 365 admin center. That diagnostic is available to Microsoft 365 admin users, except in Microsoft 365 Government, Microsoft 365 operated by 21Vianet, and Microsoft 365 Germany.

Since the problem is reproducible across multiple iPhones and standard checks were already completed, attaching screenshots and a clear reproduction path in the support request is the most direct escalation path.