Skip to content
English
Sign in
  • There are no suggestions because the search field is empty.

MS Teams - Forced Install – Some Users Not Receiving the Bot Invite Message

When the Living Security Teams app is deployed via forced installation, most users will receive the app and an initial invite message from the Living Security bot. If a subset of users does not receive the bot message—even though the app is installed—use the following troubleshooting steps.

This guide applies when standard checks (email mismatch, bot blocked, wrong identity, etc.) found here do not resolve the issue.

1. User Is Not Assigned to the Same Teams Setup Policy

Forced installations occur through App Setup Policies, not just global app permission settings.

How to Verify

  1. Go to Teams Admin Center → Users → [User] → Policies

  2. Confirm the user has the same Setup Policy as users who received the message.

  3. Go to Teams apps → Setup policies and verify the Living Security app is included in the targeted policy.

Why It Matters

If the user is on a legacy, departmental, or default policy, the forced install will not apply—resulting in no bot message.

2. Bot Messaging Was Enabled After the Forced Install

Teams triggers the welcome message only when the app becomes available to the user.
If the app was force-installed before the bot was enabled for tenant use, the message will not be sent.

How to Verify

  1. Go to Teams Admin Center → Teams apps → Manage apps → Living Security

  2. Ensure Bots are enabled and allowed.

  3. Confirm the timing:

    • Was forced install deployed before bot permissions were granted?

Fix

Reassign the Setup Policy or reinstall the app for affected users to trigger a new installation event.

3. Teams Policy Token Was Cached on the User's Client

Some users do not receive app updates or forced installs until their Teams policy token refreshes.

Quick Fix

Have the user press:
CTRL + SHIFT + ALT + R (policy refresh)

or manually sign out/in from Teams.

If the app or message appears after refresh → the issue was cache-related.

4. New Teams vs Classic Teams Policy Mismatch

Forced installs configured for Classic Teams do not always propagate to users who are fully migrated to New Teams, depending on the admin’s deployment path.

How to Verify

  1. In Teams Admin Center, open Teams update policies.

  2. Confirm whether the affected user is:

    • Forced to New Teams only

    • Allowed to toggle

    • Locked to Classic Teams

  3. Compare to a working user.

Fix

Ensure the Setup Policy is compatible in the New Teams experience, or reassign the policy.

5. Bot Notification Suppression (DND, Quiet Hours, Focus Time)

Teams may silently drop bot messages in certain states—they do not queue to deliver later.

Check on User’s Device

  • Teams → Settings → Notifications → Quiet Hours

  • Ensure:

    • Do Not Disturb is off

    • Quiet hours/days are not active

    • Focus time integrations (e.g., Viva Insights) aren’t muting bots

If suppressed, the bot message will not appear until the app is reinstalled or the bot is re-engaged.

6. Bot Chat Was Automatically Hidden

Teams often hides first-time bot chats under Hidden or Filtered chats.

How to Verify

In Teams:

  1. Open Chat

  2. Select Filter → Bots

  3. Check Hidden section

If the Living Security bot appears here, the user simply didn’t see the message.

7. User Is in a Restricted Security Group

Organizations often enforce stricter App Permission Policies on:

  • Contractors

  • Temp workers

  • Elevated/privileged roles

  • Restricted business units

Even if global settings allow the app, these policies can block bot interactions.

How to Verify

  1. Go to Teams Admin Center → Users → [User] → Policies

  2. Compare:

    • App Permission Policy

    • App Setup Policy

    • Messaging Policy
      with a user who is working correctly.

Fix

Move the user to the correct policy or update the restricted policy to allow:

  • Third-party apps

  • Organizational apps

  • Bot interactions

8. App Installed Before Provisioning Completed

Teams sees the app installed but does not fully provision it for the user yet. If the Living Security platform sends the message during this window, it fails with:

“Recipient not provisioned for this app.”

Fix

  1. Remove the Living Security app from the user’s policy.

  2. Wait 10 minutes.

  3. Reassign the policy to force a clean reinstall and provisioning sequence.

If Issues Continue

If all the above checks pass and the user still does not receive the bot message, collect the following:

  • User’s email and UPN

  • Screenshot of Teams → About → Version

  • Confirmation of which policy the user is assigned

  • Whether the app appears as installed in Teams

  • Whether any chat is created with the Living Security bot

Provide this information to Living Security Support for deeper investigation.