App not installed for users after update

[AliRaeis]

After updating to 5.5 approx 9000 users have the new app and is working however we have approx 3000 where messages fail and report App not installed. Checking the users however the app is installed in Teams.

What I have noticed is that the users with the issues are not present in the UserData table in the storage account.

Please can you advise how I correct this?

[peddivyshnavi]

Hi @AliRaeis
Thanks for reaching out to us
we will check and we will get back to you ASAP

[peddivyshnavi]

Hi @AliRaeis
Could you please form a small group with effected users and try sending a new message .

[peddivyshnavi]

@AliRaeis
Could you please update us on the status of the issue?

[AliRaeis]

Hi

I have created a test group with 4 users who are active (1 is my account), and 3 additional users who are licensed, where Company Portal reported App Not Installed on previous messages. I have sent a test message to that test group and the messages fail with the same response - App Not Installed.

I can confirm those users still dont appear in the UserData table.

Thanks

[peddivyshnavi]

Hi @AliRaeis
Could you please share the error the supporting screenshot of error from application insights resource from the deployed resource group.
Go to resource group where CC app is deployed --> Go to Application insight type resource --> share the screenshot and stack trace for Top 3 response codes.

[AliRaeis]

Hi

Please see the attached.

Thanks

[peddivyshnavi]

Hi @AliRaeis
Could you please share stack trace for Top 3 response codes
Go to resource group where CC app is deployed --> Go to Application insight type resource --> share the screenshot and stack trace for Top 3 response codes.

[AliRaeis]

Trace.csv
Ive just sent another test to my test group and generated the trace as attached.

Thanks

[peddivyshnavi]

Hi @AliRaeis
Could you Please confirm us with the following.
Go to Azure Portal --> Go to Resource Group (where the CC deployment has been done) --> Select function App (App Service)
--> Go to Deployment Center ->
Share the Screenshot of this -> In the same tab Click on logs [send a screenshot of this].

[AliRaeis]

Screenshots attached

[peddivyshnavi]

Hi @AliRaeis
we will check and we will get back to you ASAP

[peddivyshnavi]

Hi @AliRaeis
Could you please share your email id so that we can start discussing this issue internally

[AliRaeis]

Hi
My email is [email protected].

Thanks

[peddivyshnavi]

We have started discussng this issue internally

[AliRaeis]

Hi,

Sorry If Ive missed it, is there any recommendations for this issue?

Thanks

[AliRaeis]

Hi

Anything you can suggest we try?

Thanks

[v-jaygupta]

Call is scheduled with the user for 12th Dec to further troubleshoot the issue.