Problem reaching the app - error shown when navigating to bot personal app

[siduppal]

There is an ongoing issue in Teams that is causing some users to see an error ("There was a problem reaching the app") when navigating to the bot personal app from flyout. The fix has started rolling out to all users and is expected to finish rollout by early next week unless some unforeseen issues are encountered (ETA Oct 11).

Creating and pinning this issue for awareness.

Screenshot of the error:

Note that the compose box is functional and the messages can be sent and received.

[ghost]

Hi siduppal! Thank you for bringing this issue to our attention. We will investigate and if we require further information we will reach out in one business day. Please use this link to escalate if you don't get replies.

Best regards, Teams Platform

[embailie]

Suggested workarounds for this issue: utilizing the app in web browser, popping out the 1:1 chat, or using mobile Teams client.

[JordyGit]

I had the same issue before

[mark3grahams]

same.

[amansani15]

Same here. Looking for the solution soon. Thank you

[dhamijac]

There is an ongoing issue in Teams that is causing some users to see an error ("There was a problem reaching the app") when navigating to the bot personal app from flyout. The fix is expected to begin rolling out on October 4th and reach 100% by October 8th.

Creating and pinning this issue for awareness.

Screenshot of the error:

Note that the compose box is functional and the messages can be sent and received.

Hello, is there any official Microsoft document or statement regarding this? There is no confirmation available anywhere about when the fix is available?

[dhamijac]

Same here. Looking for the solution soon. Thank you

Do you know if there is any official Microsoft update on this? I don't think the correct updates are provided on this page

[mark3grahams]

I just opened a ticket.

[dhamijac]

I just opened a ticket.

Do you have the ticket number from Microsoft

[mark3grahams]

I've only gotten to the part where they make me do all the work and do not read my ticket.

Hi Mark, Hope you are doing well. My name is Chirag Dhamija and I am the support engineer from Microsoft 365 Support. I have assumed ownership of the case: 27776213
As per the description in the ticket, you are unable to connect to Teams and getting 'Unable to reach this app' error. If that is correct can you please provide the following details so I can get more information and better assist you on this ticket.

• When was the issue first reported?
• How many users are affected or experiencing the issue?
• Is this on a cloud environment or hybrid environment?
• Are any other office apps giving the same error too?
• Are you able to access Teams online and if it is just the desktop app having issues?
• Has any troubleshooting been done so far?
• At what point does the error come up, after signing or right after starting the app?

[mark3grahams]

Hello Mark

We can confirm that the information available on the link is correct and there is a widespread issue with bots in Microsoft Teams. While we're focused on remediation, users may be able to access the bots through personal chats in the Microsoft Teams desktop client as well as through the Microsoft Teams web client. We've confirmed via service telemetry that the rollout of the fix has resumed and is progressing as expected. We're continuing to monitor its staged deployment progress and currently, project it will reach full saturation in all affected environments by Friday, October 8, 2021.

This is the most recent update we can provide as of this moment and we just have to wait until the main issue is resolved.

Thank You

Chirag Dhamija

M365 Premier Support

[AndreyS1]

Bug still here

[johnbyro]

I've only gotten to the part where they make me do all the work and do not read my ticket.

Hi Mark, Hope you are doing well. My name is Chirag Dhamija and I am the support engineer from Microsoft 365 Support. I have assumed ownership of the case: 27776213
As per the description in the ticket, you are unable to connect to Teams and getting 'Unable to reach this app' error. If that is correct can you please provide the following details so I can get more information and better assist you on this ticket.

• When was the issue first reported?
• How many users are affected or experiencing the issue?
• Is this on a cloud environment or hybrid environment?
• Are any other office apps giving the same error too?
• Are you able to access Teams online and if it is just the desktop app having issues?
• Has any troubleshooting been done so far?
• At what point does the error come up, after signing or right after starting the app?

I dont blame them. The agents are doing their job and the best they can. They are providing us the information they have and can't do anything more. And as far these questions are concerned i don't see anything wrong with it, its their job to ask the questions to determine the root cause and if we submit a ticket we should be also ready to help them in order to receive the assistance.

[johnbyro]

Hello Mark
We can confirm that the information available on the link is correct and there is a widespread issue with bots in Microsoft Teams. While we're focused on remediation, users may be able to access the bots through personal chats in the Microsoft Teams desktop client as well as through the Microsoft Teams web client. We've confirmed via service telemetry that the rollout of the fix has resumed and is progressing as expected. We're continuing to monitor its staged deployment progress and currently, project it will reach full saturation in all affected environments by Friday, October 8, 2021.
This is the most recent update we can provide as of this moment and we just have to wait until the main issue is resolved.
Thank You
Chirag Dhamija
M365 Premier Support

That is a fair response and a good update, at least we have a timeline now. Your agent is really good as compared to mine who just said this is an ongoing issue.

[mboywang]

Did anyone get the fix? I know there is one more day left, I am still having the problem here, getting a little bit nervous since I didn't get the updated fix yet, do I need to do anything to get the fix? Thanks!

[pablo-cettour]

Same problem here. A lot of users affected. Need this fix ASAP 🙏

[max-humu]

A number of our users are also experiencing this same problem, which is poor timing since we just released our app to the marketplace and it makes it seem as though it's a bug in our app. A speedy fix would very much be appreciated!

[mboywang]

A number of our users are also experiencing this same problem, which is poor timing since we just released our app to the marketplace and it makes it seem as though it's a bug in our app. A speedy fix would very much be appreciated!

Same here, have to keep explaining to the client it is not a bug from us, very frustrating.

[max-humu]

I just restarted my client and the problem went away for me! I'm still checking with other users that were affected by the bug. Can any of you still repro? Just curious.

[mboywang]

I just restarted my client and the problem went away for me! I'm still checking with other users that were affected by the bug. Can any of you still repro? Just curious.

Same here, I should have checked it before the restart, but I restarted it, and no more issue.

[rchardin]

Still having issues here. The annoying pop up is gone, but the rendering issues are still a problem.

Good:

Bad:

This adaptive card rendered fine on the desktop client before this issue began. Just for clarification, the text is purposely pixelated for privacy, The issue is with the squishing of the first column.

[mboywang]

We have the same issue, the "Retry" box is gone. But our invisible tracking pixel is still a big white box. The web version is working fine:

[theogumilang]

I think we still got the problem, I already restarted my Teams Dekstop. but it just won't get away. Maybe in our country, the update is still not rolled up? We are in SEA Region Indonesia.

[vitaliishandra]

I tried to restart app just now and it didn't help. When should we expect the fix? It affects hundreds of thousands our users

[Bizjes]

Also still an issue at a customer tenant in EMEA (West-Europe) . Is there any update on the progress?

[bengschf]

Issue is fixed for both of our EMEA customers, thank you.

[vitaliishandra]

Issue is still reproduced in East Europe (Ukraine)

[Bizjes]

We received the following :

Scope of impact: The issue affects most customers and may affect any user interacting with bots in the affected Microsoft Teams desktop client version.
Start time: Wednesday, September 15, 2021, at 1:45 AM UTC
Estimated time to resolve: Resolution is projected by Monday, October 11, 2021.
Root cause: An unexpected issue with a recent Microsoft Teams version is impacting interacting with bots in the Microsoft Teams desktop client.
Next update by: Monday, October 11, 2021, at 8:30 PM UTC
 I would request you to please wait for the next update.
 
 Resolution date has changed.

[ChetanSharma-msft]

@Bizjes - Thanks a lot for confirmation.

[vitaliishandra]

What should be the users actions after the fix will be applied? Update Teams client / Restart Teams or relogin? Or the issue should be gone without any extra actions?

[ChetanSharma-msft]

@Bizjes, @siduppal - Could you please share your thoughts on above ask.

[siduppal]

The fix for the issue causing "There was a problem reaching the app" error has just finished rolling to 100% of production. Teams desktop client will automatically pull the latest build after a period of inactivity, but you can also try doing Check for updates.

Please do not hesitate to reach out to us here on GitHub if you encounter any other issues while developing and running your apps.

[ghost]

Tell us about your experience!

Hi siduppal! This issue is closed in our system. We would like your feedback on your experience with our support team and Platform.

Best regards,
Teams Platform

[rchardin]

Yeah, still not working. Again, the error message is gone but the rendering is still messed up. The two happened at the same time so I assumed that they were related. Do you have another tracker that we can follow the rendering fix?

[siduppal]

@rchardin , @mboywang can you please open new issues on GitHub with the behavior you are observing? If possible, please provide a sample JSON to speed up the investigation.

[Bizjes]

@v-chetsh - Best scenario is that a simple restart fixes the issue. But currently I have people on the tenant testing a restart + cache clear. I have yet to receive confirmation if this is now solved.

[Wajeed-msft]

@Bizjes - Microsoft Teams platform engineering team confirmed that fix is rolled out 100%. Could you please update your desktop client using "Check for updates" option? If you are still facing this issue please share your Teams client version.

[CristianENE777]

Same issue with Web and Teams Desktop Bot Error is it still continued issue ?

[Bizjes]

@Bizjes - Microsoft Teams platform engineering team confirmed that fix is rolled out 100%. Could you please update your desktop client using "Check for updates" option? If you are still facing this issue please share your Teams client version.

We got confirmation that the fix was deployed. Our customer also confirmed this.