How to troubleshoot?

[xrysmu-bsd]

Hi, I re-created and reloaded the Reflect app into our Teams environment (changing to a multi-tenant). However, I'm running into two issues:

• I've added the bot to a team and a chat, but when I create the reflection question it never appears to the users?

• When a test account tries to create a reflect a box for reflect pops up saying to create a reflect but no action can be taken.

Is there a way to troubleshoot these issues and/or are their additional settings that are required?

[JamesSnaps]

Same issue for me. App seems to have installed correctly and setup went well, but after submitting the question, it never appears. If I schedule one, nothing appears in the 'scheduled reflections' option either, so apparently nothing is ever happening.

[Darren-Austin]

@xrysmu-bsd & @JamesSnaps - this issue indicates that the Reflect app in Teams is not able to connect with the Reflect bot service in Azure. Here are a few troubleshooting steps:

1. If you saw the error when using Reflect in the Teams client, try posting a Reflect using the Teams web interface. (Or vice versa.) If Reflect works in one interface and not the other, then try option #2 below (log out/in) in the interface where the problem persists. If Reflect is not functioning in either interface, try option #3 below (remove and re-add Reflect app).
2. Log out of Teams and then log back in and attempt to post a Reflect again. We have occasionally seen an issue related to authentication / cookies that clears itself after a log out/in.
3. Try completely removing the Reflect app from Teams using the Teams Admin interface and then reinstalling it. After doing so, be sure to log out of Teams and log back in with the account you are using with Reflect.
4. Confirm that the Bot ID in your manifest file (lines 31 and 41 in manifest.json) matches exactly the Application (client) ID in the Azure resource you created in Step 1 of the deployment process. Make sure that the value in those fields does not contain any braces / curly brackets - only numbers, letters and dashes.

If the above troubleshooting steps don't resolve the issue, then try completely removing Reflect from Azure (deleting the app registration and associated resources) and completely removing the Reflect app from Teams (using the Teams Admin interface) and redeploying Reflect from scratch using the latest ARM template in GitHub. We once saw an instance where all the configuration for Reflect in Azure and in Teams appeared to be correct but the bot still failed to invoke (as you are seeing above). We completely removed Reflect and redeployed and the problem resolved itself.

Let me know if the steps above help resolve the issue for you.

[saurabhnandu]

Tried all the steps from 1-4 above. Unfortunately, none worked. Can chat with the bot as well. The app looked nice; the install experience was good. But can't get it to run.

[xrysmu-bsd]

Darren, I went through this process a couple times and I finally got it to work (I think). While I thought I’d checked the policy, on the most recent setup/installation of the Reflect bot I found the “App Permissions Policy” was set to block all custom apps. I changed the associated policy to another that allowed custom apps, logged out/in the user and Reflect started working. I modified the standard policy we use for staff and I expect it will work (I know it takes up to 24 hours for policy changes to apply in the client).

Chris

From: Darren Austin [email protected] Sent: Friday, October 9, 2020 12:35 PM To: OfficeDev/Microsoft-Teams-App-Reflect [email protected] Cc: Moore, Chris [email protected]; Mention [email protected] Subject: Re: [OfficeDev/Microsoft-Teams-App-Reflect] How to troubleshoot? (#25)

CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.

@xrysmu-bsdhttps://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fgithub.com%2Fxrysmu-bsd&data=02%7C01%7CMooreC%40bsd405.org%7Caa65a296d0c0413e71f808d86c8a770c%7C994a41397c06491e809879006d575de0%7C0%7C0%7C637378689243035883&sdata=wOAKTnF6NUCgxpRfC9nMemeyzuTpw9bqLoDuCpZLzzY%3D&reserved=0 & @JamesSnapshttps://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fgithub.com%2FJamesSnaps&data=02%7C01%7CMooreC%40bsd405.org%7Caa65a296d0c0413e71f808d86c8a770c%7C994a41397c06491e809879006d575de0%7C0%7C0%7C637378689243035883&sdata=YNXlmEOcOi7Ew5iXm4N%2FhT5DIzqGO8cahN%2FTgw51RL0%3D&reserved=0 - this issue indicates that the Reflect app in Teams is not able to connect with the Reflect bot service in Azure. Here are a few troubleshooting steps:

1. If you saw the error when using Reflect in the Teams client, try posting a Reflect using the Teams web interface. (Or vice versa.) If Reflect works in one interface and not the other, then try option #2https://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fgithub.com%2FOfficeDev%2FMicrosoft-Teams-App-Reflect%2Fpull%2F2&data=02%7C01%7CMooreC%40bsd405.org%7Caa65a296d0c0413e71f808d86c8a770c%7C994a41397c06491e809879006d575de0%7C0%7C0%7C637378689243045839&sdata=gCfpS6Ho9XrQxY1q1fou3Ieu9pq4jRUILiNunQkAwKI%3D&reserved=0 below (log out/in) in the interface where the problem persists. If Reflect is not functioning in either interface, try option #3https://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fgithub.com%2FOfficeDev%2FMicrosoft-Teams-App-Reflect%2Fpull%2F3&data=02%7C01%7CMooreC%40bsd405.org%7Caa65a296d0c0413e71f808d86c8a770c%7C994a41397c06491e809879006d575de0%7C0%7C0%7C637378689243045839&sdata=nOfC1sLjIOh8xOBxw%2Fzrc37XvSS6CnM74KC32EgALxE%3D&reserved=0 below (remove and re-add Reflect app).
2. Log out of Teams and then log back in and attempt to post a Reflect again. We have occasionally seen an issue related to authentication / cookies that clears itself after a log out/in.
3. Try completely removing the Reflect app from Teams using the Teams Admin interface and then reinstalling it. After doing so, be sure to log out of Teams and log back in with the account you are using with Reflect.
4. Confirm that the Bot ID in your manifest file (lines 31 and 41 in manifest.json) matches exactly the Application (client) ID in the Azure resource you created in Step 1 of the deployment process. Make sure that the value in those fields does not contain any braces / curly brackets - only numbers, letters and dashes.

If the above troubleshooting steps don't resolve the issue, then try completely removing Reflect from Azure (deleting the app registration and associated resources) and completely removing the Reflect app from Teams (using the Teams Admin interface) and redeploying Reflect from scratch using the latest ARM template in GitHub. We once saw an instance where all the configuration for Reflect in Azure and in Teams appeared to be correct but the bot still failed to invoke (as you are seeing above). We completely removed Reflect and redeployed and the problem resolved itself.

Let me know if the steps above help resolve the issue for you.

— You are receiving this because you were mentioned. Reply to this email directly, view it on GitHubhttps://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fgithub.com%2FOfficeDev%2FMicrosoft-Teams-App-Reflect%2Fissues%2F25%23issuecomment-706366756&data=02%7C01%7CMooreC%40bsd405.org%7Caa65a296d0c0413e71f808d86c8a770c%7C994a41397c06491e809879006d575de0%7C0%7C0%7C637378689243045839&sdata=BHUr9Y1E0uwMo7iS5%2BK15x8ObbhrpaqaYr71Q9i%2F7J8%3D&reserved=0, or unsubscribehttps://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fgithub.com%2Fnotifications%2Funsubscribe-auth%2FARHCTGQ7A64TRS2733L55MTSJ5QXRANCNFSM4SB4VJTA&data=02%7C01%7CMooreC%40bsd405.org%7Caa65a296d0c0413e71f808d86c8a770c%7C994a41397c06491e809879006d575de0%7C0%7C0%7C637378689243055795&sdata=ETsJiMvrQ%2B7oXiADrWJIdupnOwVKsHMAVlN1cKC5xwE%3D&reserved=0.

[Darren-Austin]

Great news! Thanks for sharing the solution here.