App not installed error for User Company Communicator App (users are not recieving messages)

[ArunkumarTMEYGDS]

Hi Team,

We have been able to deploy the company communicator app.

As a part of testing we tried sending message to Team, where a test users were part of.
We are able to draft and preview the message in Author app. While trying to send it to the users via Team (M365 Group) we are getting error with no users recieving messages. On checking the report logs, it mentions App not installed for all the users, where as as logged in as test user, we can see the App present and can open to check for messages.

Sharing screenshot of Log report:

Please advice what could be the reason. We have tried to the following troubleshooting steps:

1. Tried removing and adding app both user and author with new version number.
2. Tried syncing and restarting function apps.

[peddivyshnavi]

Hi @ArunkumarTMEYGDS
Thanks for reaching out to us
we will check and will get back to you within 48 Hours.

[peddivyshnavi]

Hi @ArunkumarTMEYGDS
we suspect this issue is related to app policies.
As a part of troubleshooting call which we have attended for GitHub issue(1546) we see team's policies are not assigned to Global (Org-wide default) they were assigned to custom policies.
could you please reassign it to Global (Org-wide default)

[ArunkumarTMEYGDS]

Hi @peddivyshnavi,

Sharing details from our Teams Platform Team below:

1. Our Dev and QA Teams tenant are both migrated to group based management so app permission polices no longer apply.
2. The apps are now assigned to users or groups on an app by app basis, Tech News user and Admin apps are currently assigned to Everyone.

Can these be causing any issue in terms of sending the message?

[peddivyshnavi]

Hi @ArunkumarTMEYGDS
we will check and will get back to you within 48 Hours.

[peddivyshnavi]

Hi @ArunkumarTMEYGDS
Could you please confirm whether you were able to send messages through remaining options.

[ArunkumarTMEYGDS]

@peddivyshnavi No we are not able to send via any options.

[peddivyshnavi]

Hi @ArunkumarTMEYGDS
we were checking on the issue and will get back to you within 48 Hours.

[peddivyshnavi]

Hi @ArunkumarTMEYGDS
we are checking on this issue will update you as soon as possible

[clarkec2]

We are also having this issue, we however have not migrated to app centric management and we have confirmed it is enabled in all of our permission/setup policies. We receive the same error in the message export for some users not all. We were initially facing it throughout all of the messages and once we cleared the UserIDs from the User table we were able to send once it aggregated the users back into the table. Now we still see it but its maybe 1% of the users in our org. We additionally contacted the users who were part of testing and made sure to reset and repair their apps to make sure the local cache wasnt the issue and it still wont send to them throwing the same error.

[clarkec2]

So investigating this we noticed that all the users who we see with the "-2 : App Not Installed" error are missing from the storage account tables entirely. We have broadened our tests and it appears to be affecting around 10% of the users in our org. I can manually add them to use the tables and they should able to receive messages, however with it affecting 10% of the user base that works out to potentially 5k users. What would the best method be to automatically push the app out again? Would reuploading and assigning it to the policy be best or does it need to be redeployed in Azure for the proactive install to kick off?

[peddivyshnavi]

@ArunkumarTMEYGDS
We are trying to migrate to app centric for analyzing the issue

[Saraanuzzi]

We are also facing this problem in our organization, I have already carried out some tests such as removing and including the user in the database, I have restarted the application and without success.

[ArunkumarTMEYGDS]

Hi @peddivyshnavi

Is there any resolution to this? Do you have any updates?

[peddivyshnavi]

We apologize for the delay in our response and will get back to you as soon as possible.

[peddivyshnavi]

Hi @ArunkumarTMEYGDS
We were checking this issue internally we will let you know ASAP

[peddivyshnavi]

Hi @ArunkumarTMEYGDS
thanks for your patience
We are currently working to find a solution for this issue, as it is new to us. We are attempting to reproduce the problem and will get back to you as soon as possible.

[peddivyshnavi]

Hi @ArunkumarTMEYGDS
thanks for your patience
We are currently working to find a solution for this issue, as it is new to us. We are attempting to reproduce the problem and will get back to you as soon as possible.

[ArunkumarTMEYGDS]

Hi @peddivyshnavi

Please advice. We are still facing the issue with few users still not recieving messages, error being thrown - app not installed. A A test replica of the app is able send messages to same user. This is really a road blocker for us.

[peddivyshnavi]

Hi @ArunkumarTMEYGDS
could you please confirm us whether test replica is implemented in app centric policy
and Is the test replica sending messages to users who previously faced the "app not installed" error?

[ArunkumarTMEYGDS]

Yes @peddivyshnavi, they are in app centric policy and assigned to global org wide default. The test replica is able to send message to user but not the other one.

[ArunkumarTMEYGDS]

Hi @tiwariShiv7,

Any progress on the issue. Also sharing the results of recent notification triggers
We have noticed initially the failure rate was ~25% but then in one case it was 43%.

Mostly the errors were App not installed and in few cases the errors were “429 : Failed” and “403 : Failed”.

[MirianaRebeggianiSacmi]

We have the same issue:

[v-jaygupta]

@ArunkumarTMEYGDS ,
Please let us know your availability for a call to troubleshoot the issue for 19th or 20th Nov.

[ArunkumarTMEYGDS]

@v-jaygupta We can connect tomorrow 19th at 4pm to 5 pm IST.

[v-jaygupta]

@ArunkumarTMEYGDS ,
We have shared a meeting invite for the above suggested time.

[ArunkumarTMEYGDS]

@v-jaygupta Shall we connect tomorrow 20th Nov either at 10-12 or 2-5 pm?

[MirianaRebeggianiSacmi]

Hi, can we have a call for Thursday 21th? @v-jaygupta my email is [email protected]

[ArunkumarTMEYGDS]

Hi @v-jaygupta Do you have any update on this issue?

[ArunkumarTMEYGDS]

Hi Team, Please share an update on this issue. The issue has been unresolved for over a span of 2 months now.

[v-jaygupta]

@ArunkumarTMEYGDS ,

Thank you for your patience regarding this issue!
Following internal discussions, the team has recommended enabling the proactive installation feature in the App service to streamline the installation of the user app from the Company Communicator's side. This will allow the app to retrieve user information and send messages accordingly.
Additionally, we have attempted to replicate the scenario across various deployments and demo tenants on our end, and it appears to be functioning as expected.

[microsoft-github-policy-service]

This issue has been automatically marked as stale because it has been marked as requiring author feedback but has not had any activity for 4 days. It will be closed if no further activity occurs within 3 days of this comment.

[ArunkumarTMEYGDS]

Sure. @v-jaygupta. We are looking into this internally.

[microsoft-github-policy-service]

This issue has been automatically marked as stale because it has been marked as requiring author feedback but has not had any activity for 4 days. It will be closed if no further activity occurs within 3 days of this comment.

[ArunkumarTMEYGDS]

HI All, we may not be able to enable proactive installation feature in the App service. We are still looking into this if it can be done.