Troubleshooting Teams App Login

This article reviews the login errors associated the Teams app integration. 

When logging in to CloudRadial via the Teams application, the authentication is done as the user is signing into Teams. Once authenticated to access Teams, the primary SMTP address is checked against the user list in CloudRadial to determine whether the user can login. There are typically three reasons why users fail to login to CloudRadial via the Teams app.

The error pictured below is seen when the primary email address of the user signed into Teams, does not match the email address of the CloudRadial Use.

• The error will display the UPN of the user. In 99% of setups, the UPN is the same as the primary email address, but not always. CloudRadial will use the Primary SMTP address of the Teams user to verify access, matching it to the email address field in CloudRadial.
• If the CloudRadial user is synced from Office365, then the setting below toggles whether the UPN or Primary SMTP address is used as the email in CloudRadial.

The error pictured below signifies that the email address of the user signing in exists in multiple CloudRadial tenants. 

• For security reasons, CloudRadial users who exist in multiple client orgs won't be able to login via the Teams app 
• To solve this, ensure the user is listed in one company.

The error pictured below signifies the user is only synced via the PSA, and not synced from Office 365.

• This error is solved by using the email token option. Normally if the user was synced via Office 365, the app will auto-login the user.