MS Teams stays 'Offline' for one user

Nathan Carroll 0 Reputation points
2026-09-15T15:54:18.55+00:00

I have one Microsoft 365 user whose Teams presence is permanently stuck on Offline and cannot be changed. Selecting Available, Busy, etc. has no effect. The issue occurs in both the Teams desktop client and Teams on the web, so it is not isolated to the installed application. We have signed the user out/in, rebooted the PC, uninstalled/reinstalled Teams, cleared the Teams cache, verified internet/DNS/HTTPS connectivity, and confirmed Outlook and other Microsoft 365 services are working normally. Most importantly, if I sign into Teams with my own Microsoft 365 account on the exact same PC, my presence works normally and shows Available, while the affected user's account remains Offline. This appears to follow the specific Microsoft 365/Teams user account, not the computer, network, or Teams installation. Has anyone encountered a single user's Teams presence becoming stuck Offline across all clients, and is there an administrator-side or Microsoft backend method to reset that user's presence state/session?

Microsoft Teams | Microsoft Teams for business | Settings | Online status
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  1. Kai-L 19,140 Reputation points Microsoft External Staff Moderator
    2026-09-15T16:37:20.7233333+00:00

    Dear Nathan,

    As a forum moderator, I am not able to inspect the affected account or its presence state to diagnose and fix this directly. My role here is limited to providing general guidance and solutions for users to implement themselves. Your testing has already done most of the isolation work. Presence failing across both the desktop client and the web, while your own account works normally on the same machine, points squarely at something account or service side rather than the PC, network, or installation. The first thing worth running is the Teams Presence diagnostic in the admin center. If you hold the necessary admin rights you can run it yourself, otherwise ask whoever administers your tenant to do so:

    1. Sign in to the Microsoft 365 Admin Center.
    2. Select Help & support.
    3. Enter Teams Presence.
    4. Select Run tests.
    5. Enter the affected user’s email address.
    6. Apply any remediation recommended by the diagnostic, then rerun it.

    There is also a test the affected user can run themselves without any admin rights, the Teams Presence Based on Calendar Events connectivity test in the Microsoft Remote Connectivity Analyzer. They sign in with their own credentials, enter the verification code, and run the test, which reports back on any failures or warnings with links explaining how to resolve them. That tool is likewise unavailable in GCC and GCC High environments. Since it needs no elevated permissions, it is a useful parallel step while the admin side is being arranged.

    For reference: The correct presence status isn't reflected in Teams - Microsoft Teams | Microsoft Learn

    Note that the article covers presence not reflecting the correct status in general rather than a permanently stuck Offline state, so treat the diagnostics as the useful part rather than an exact match to your symptom. Alongside that, also check:

    • The user has a valid Teams license and Teams is enabled within it.
    • The user is not signed into another device with Appear offline selected.
    • Microsoft Entra sign-in logs show no authentication or Conditional Access failures.
    • There were no recent license, account, mailbox, UPN, or policy changes.

    If both diagnostics come back clean, I recommend that the Global Admin in your organization create a service request with Microsoft Support. A technical support engineer can perform a remote session to investigate the situation, verify the backend configurations, and run any necessary synchronization tools to resolve the problem. If the issue requires further attention, they can escalate it to a specialized team for deeper analysis. For detailed instructions on how to get support, please refer to Get support - Microsoft 365 admin. If you don't know who your IT administrator is, please refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support 

    I hope this information is helpful and provide you with a clear path forward. Should you have any further questions or need additional assistance, please don't hesitate to reach out. I'm always happy to help. Have a wonderful day! 

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