Valo Connect show never-ending spinner on Microsoft Teams app for iOS (iPhone)

Last Updated on 2021-11-19 01:34:18 UTC

Important

The information in this incident report no longer applies if users are accessing Valo Connect on the latest version of Microsoft Teams for iOS. Users of Valo Connect are encouraged to update to the latest iOS app via the Apple App Store.

Summary

(2021-09-27) After updates to the the Microsoft Teams for iOS (iPhone) app, Valo have observed that Valo Connect no longer successfully loads. Instead, a never-ending spinner icon is shown.

Screen shot of the Microsoft Teams for iOS app with the initial loading spinner

The never-ending spinner icon is present on the following Microsoft Teams app version and platform combinations:

Platform Microsoft Teams Version Status Comments
iOS v3.13.1 ✅ Valo Connect on Microsoft Teams for iOS (iPhone) loads as expected
iOS v3.14.0 ⚠️ Unable to load Valo Connect on Microsoft Teams for iOS (iPhone)
iOS v3.15.0 ⚠️ Unable to load Valo Connect on Microsoft Teams for iOS (iPhone)
iOS v3.16.0 ✅ Valo Connect on Microsoft Teams for iOS (iPhone) loads as expected
iPadOS All ✅ Valo Connect on Microsoft Teams for iPad loads as expected
Android All ✅ Valo Connect on Microsoft Teams has encountered intermittent issues while loading loading on Microsoft Teams for Android
Desktop All ✅ Valo Connect on Microsoft Teams for desktop loads as expected
Web browser All ✅ Valo Connect on Microsoft Teams for the web loads as expected

In iOS, there are two methods to check what version of the Microsoft Teams app you have installed. The first method provides the exact version of the Microsoft Teams app, the second method provides an indication if the currently installed version is the latest, but does not provide the version number:

Check the Microsoft Teams app version via the Microsoft Teams app

  1. Open the Teams app from the iOS home screen
  2. Tap the user profile picture, located at the top-left corner of the Microsoft Teams app
  3. Tap the Settings menu item
  4. Tap the About menu item
  5. The currently installed version number of Microsoft Teams is shown immediately below the Microsoft Teams icon / title

Check the Microsoft Teams app version via the iOS App Store

  1. Open the App Store app from the iOS home screen
  2. Tap the Search icon from the Teams, and enter "teams mobile app" into the search box
  3. Tap the Microsoft Teams title in the search results
  4. Under What's New check the version number shown e.g. Version 3.14.0 or Version 3.15.0
  5. Under the Microsoft Teams - Call. Chat. Collaborate heading at the very top of the screen, there is either an Update button, or an Open button; if the button is shown as Open, the currently installed version of the Microsoft Teams app matches the version displayed under the What's New heading

(2021-09-28) Further extensive debugging by Valo has enabled us to provide information to Microsoft in relation to this issue. The additional information is publicly available in the following GitHub issue: embeded teamshostedapp.aspx doesn't load in mobile

Further assessment of the work-around to bypass the behaviour (as communicated prior) is found to not be viable. We continue to consider alternative options to be implemented as a work-around.

(2021-10-06) Debugging by the Valo testing team has found a viable work-around. The work-around requires an update to the Valo Connect Teams app manifest that was deployed to the customer's tenant. The following Valo support article, available to Valo partners, explains the steps required to apply the work-around to an environment.

(2021-10-13) Further investigation shows the issue is no longer observed in the latest update of the Teams app for iOS, released by Microsoft. Users of Valo Connect are encouraged to update to the latest version of the Microsoft Teams for iOS app, which is now available from the iOS App Store.

(2021-11-19) Advice from Microsoft has been published via GitHub issue #6312 in sp-dev-docs. Based on this advice, if problems persist we recommend following the steps outlined there:

Navigate to the API Access page in SharePoint admin center

  1. With an account that has SharePoint Online administrator and Azure Active Directory global administrator roles, login to the SharePoint admin center, usually found with the URL https://<tenant>-admin.sharepoint.com
  2. From the left-hand navigation, expand the Advanced navigation item, and select API access

By browsing to the API access page with the necessary admin privileges, steps to resolve the issues outlined in this article, are carried out against the tenant's Azure Active Directory environment. No additional steps are required.

Latest updates

Date (UTC) Status
2021-09-27 01:50 AM Initial information published
2021-09-28 12:05 PM Extensive debugging has surfaced additional information, communicated to Microsoft via GitHub
2021-10-06 06:25 AM Details of a work-around for partners to implement, published via Valo's support site
2021-10-13 01:50 AM Issues identified in this report are resolved by updating to the latest version of the Microsoft Teams app for iOS
2021-11-19 01:30 AM Further advice published by Microsoft

Products affected

Product name Version Status Comments
Valo Connect <= 1.1 ✅ Valo Connect loads as expected on the latest version of Microsoft Teams for iOS (iPhone)
Valo Connect 1.2 ✅ Valo Connect loads as expected on the latest version of Microsoft Teams for iOS (iPhone)
Valo Connect 2.0 ✅ Valo Connect loads as expected on the latest version of Microsoft Teams for iOS (iPhone)

Availability of fix

Valo Connect

  • Microsoft recommend performing additional steps via the SharePoint Online admin center if the issues outlined in this article remain unresolved (see update 2021-11-19 above)
  • Microsoft have released an update to the Microsoft Teams for iOS app that resolves this issue. Customers are encouraged to update to the latest version.
  • A work-around has been published to partners support site (link available above), this work-around may be implemented on environments where older versions of the Microsoft Teams for iOS app is in use. We encourage all users of Microsoft Teams to update to the latest app version, to maintain ongoing support and consistency