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Two users reported an issue that they have in a group chat with externals. It was working before however now in teams app and teams online it shows the error below. What could be the reason? No admin policies were changed as well.
Thanks!
Conversations involving multiple participants, allowing collaboration and information sharing in Teams
Hi @Julie-Hu
Thanks for the response. So, the affected user created a new group chat with the same group of participants. Then as requested, the user removed a participant but he sees no issue with the chat as such. He was able to add him back. Tried this a few times and no issues at all.
Regards,
Pradeep
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Dear @Subramanian, Pradeep,
Thank you for the update and for taking the time to test this. I really appreciate the detailed confirmation.
It’s great to hear that the newly created group chat is working as expected and that the user can add and remove participants without any issues. In this case, it would be perfectly fine to continue using the new chat moving forward, since it appears to be functioning normally.
If you’d like to further understand what caused the issue with the original chat that showed the error, we would recommend reaching out to your IT Administrator. They’ll be able to raise a support ticket with a Microsoft Technical Support Engineer, who can review backend logs and investigate the original chat thread in more detail.
Thank you for your kindness and patience!
Dear @Subramanian, Pradeep,
Good day! Welcome to Microsoft Q&A forum!
Based on your description, I understand that two users are experiencing an issue with a Microsoft Teams group chat that includes external participants. The chat was previously working as expected, but it is now showing an error “We’re having trouble loading your messages. Try refreshing.” in both the Teams desktop app and Teams web. You’re looking to understand what could be causing this issue, especially since no admin policies have been changed.
I sincerely apologize for the inconvenience caused by this issue.
To understand the situation better and provide you with the most suitable support, could you confirm the following information:
Your confirmation would be very helpful in ensuring you receive the most suitable support!
If you’re able to share a bit more about your situation, I might be able to suggest some helpful next steps.
Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.
Kindly let me know when there are updates or if you need further assistance. Any updates you’re able to share would be really helpful. I appreciate your time and look forward to hearing how things are going!
Thank you for your time and patience.
If you have extra questions about this answer, please click "Comment".
Note: Please follow the steps in [our documentation] to enable e-mail notifications if you want to receive the related email notification for this thread.
Dear @Subramanian, Pradeep,
Good day! I hope everything is going well on your end.
It’s been a little while, so I just wanted to follow up and see how things are progressing with your concern. If you've run into any challenges or if there's anything further that I can help with, please don’t hesitate to let me know. Any updates you’re able to share would be greatly appreciated.
Thanks again for your time and attention! I look forward to hearing from you.
Hi @Julie-Hu , Thanks for your response. Here are the answers to your questions.
Do the affected users experience this issue in all chats with external participants, or only in this specific chat thread? No, its only specific to this group chat.
Does the issue persist in Teams desktop (after sign‑out/sign‑in), Teams web (InPrivate/Incognito window) and Teams mobile app? Yes, issue still persists even after sign out/ sign in in both desktop and web. However in Mobile teams app the two users can see the chat without error message but no longer a participant.
Can the external participants still send/receive messages in the chat or do they have the same error message? No for Externals it’s working fine. In fact, they are unable to add them to the group chat.
Have the external users recently changed email domains or licenses? No changes
Does accessing this chat from a different device/network change anything? No it did not change anything
Did the problem start after a specific user joined/left the chat? A specific user was removed from the chat around the same time the problem started
If possible, can the external users leave the chat and then could you try to re-add them in that chat to check if the behavior changes? The two users were removed from the chat and the externals are unable to add them back. I am unfortunately not part of this group chat to do this.
I hope this will help for some suggestions.
Regards,
Pradeep.
Dear @Subramanian, Pradeep,
Thank you very much for taking the time to provide such detailed answers. I really appreciate the thorough information you shared.
It’s been very helpful in narrowing down the behavior we’re seeing.
Based on your responses, it appears the issue may be isolated to that specific group chat, particularly since it started around the time a user was removed and does not occur in other chats or across different clients.
To help us further isolate whether this is related to the chat thread itself, I kindly ask if you could try the following test when possible:
This test will help me determine whether the issue can be reproduced in a new chat or if it is limited to the original chat, which will guide my next troubleshooting steps more accurately.
I understand this requires additional effort, and I truly appreciate your cooperation and patience while we work through this together.
Please let me know the outcome when you have a chance, I'm happy to help further.
Thank you for your patience!
Dear @Subramanian, Pradeep,
Good day! I hope everything is going well on your end.
It’s been a little while, so I just wanted to follow up and see how things are progressing with your concern. Any updates you’re able to share would be greatly appreciated.
Thanks again for your time and attention! I look forward to hearing from you.