Published Agent Not Responding Correctly for Some Users in Teams

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Posted on by BG-17071654-0

Hi team, my agent has already been published, and users no longer have the trial version. However, some users are experiencing an issue where the agent only replies with "I can't help you," regardless of the input. It works fine for other users.

Could you help us identify what might be causing this behavior?

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Publish & channel management

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trice602 16,239 Super User 2026 Season 1 on at

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Hi there!

This is the most likely root cause although there can be many others too

If the bot is pinned in Teams org‑wide but the affected users never actually installed or refreshed it, they may be hitting an older or broken version.

Ask them to remove and re‑add the bot in Teams:

Uninstall the app

Then re‑install from “Built for your organization”

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Tom

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BG-17071654-0 17 on at

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Steps already taken by the affected users:

They completely removed the previous version of the bot (including any possible trial versions).

Reinstalled the official version published in the Teams app store.

Confirmed they are using the same Teams environment as the rest of the group (no differences in channels or test environments).

Restarted Microsoft Teams after the reinstallation.

However, the bot is still not responding.
Could you please help me troubleshoot and resolve this issue?

Thank you for you support, team!

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JimmyO 21 on at

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As of today we have been experiencing some off behaviors with our published agents in Teams.

We made an update to an agent and tested within copilot studio, all was working well then published the changes. Today in teams the agent is not able to trigger any of our topics however in the copilot studio test window it works just fine.

We confirmed that the latest version is published

Closed and relaunched Teams

attempted teams on the web

attempted teams on mobile

closed and cleared cache on Teams

Uninstalled and reinstalled the agent in Teams

None of these have resolved the issue.

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