Growing number of users not receiving global messages

[bbruenings]

Hello CC Team,

we are facing an issue for a while not at a customer where a growing number of users are not receiving global messages.

The User App is installed through a App Policy to all the users and they can see the app in the sidebar of teams.

Unfortunately they don't receive the messages. In the message delivery report csv we can see two different error messages:

• -2: App not installed (even tough it is installed through the app policy)
• Microsoft.Bot.Schema.ErrorResponseException: Operation returned an invalid status code 'Forbidden'
  at Microsoft.Bot.Connector.Conversations.ReplyToActivityWithHttpMessagesAsync(String conversationId, String activityId, Activity activity, Dictionary2 customHeaders, CancellationToken cancellationToken) at Microsoft.Bot.Connector.ConversationsExtensions.ReplyToActivityAsync(IConversations operations, String conversationId, String activityId, Activity activity, CancellationToken cancellationToken) at Microsoft.Bot.Builder.CloudAdapterBase.SendActivitiesAsync(ITurnContext turnContext, Activity[] activities, CancellationToken cancellationToken) at Microsoft.Bot.Builder.TurnContext.<>c__DisplayClass31_0.<<SendActivitiesAsync>g__SendActivitiesThroughAdapter|1>d.MoveNext() --- End of stack trace from previous location --- at Microsoft.Bot.Builder.TurnContext.SendActivityAsync(IActivity activity, CancellationToken cancellationToken) at Microsoft.Teams.Apps.CompanyCommunicator.Common.Services.Teams.MessageService.<>c__DisplayClass3_1.<<SendMessageAsync>b__1>d.MoveNext() in C:\home\site\repository\Source\CompanyCommunicator.Common\Services\Teams\Messages\MessageService.cs:line 94 --- End of stack trace from previous location --- at Polly.Retry.AsyncRetryEngine.ImplementationAsync[TResult](Func3 action, Context context, CancellationToken cancellationToken, ExceptionPredicates shouldRetryExceptionPredicates, ResultPredicates1 shouldRetryResultPredicates, Func5 onRetryAsync, Int32 permittedRetryCount, IEnumerable1 sleepDurationsEnumerable, Func4 sleepDurationProvider, Boolean continueOnCapturedContext)
  at Polly.AsyncPolicy.ExecuteAsync[TResult](Func`3 action, Context context, CancellationToken cancellationToken, Boolean continueOnCapturedContext)
  at Microsoft.Teams.Apps.CompanyCommunicator.Common.Services.Teams.MessageService.<>c__DisplayClass3_0.<b__0>d.MoveNext() in C:\home\site\repository\Source\CompanyCommunicator.Common\Services\Teams\Messages\MessageService.cs:line 94

As the number of user is growing - it seems like all new users are not getting the app installed correctly through the policy - the issue becomes more critical for the customer.

Any help is highly appreciated.

Thanks and best regards
Bennet

[v-jaygupta]

Hello @bbruenings ,
Thank you for logging the issue!
Please allow us some time to gather the necessary insights we will get back to you soon with a proper response.

[peddivyshnavi]

Hi @bbruenings

• Could you please validate the manifest file which are uploaded in teams.

[peddivyshnavi]

@bbruenings
We have started discussing this issue internally