Microsoft 365 Alert – Service Degradation – Microsoft Teams – Users with some Continuous Access Evaluation (CAE) policies may be unable to retrieve new voicemails in Microsoft Teams – RESOLVED

08/04/2025 08:35:00 AM

NHSmail Reference: INC46499327

Microsoft Reference: TM1046914

Issue Status: RESOLVED

Issue Description: Users with some Continuous Access Evaluation (CAE) policies may be unable to retrieve new voicemails in Microsoft Teams.

More info: Affected users can still see voicemail notifications appear but can’t access them. As a workaround, affected users can use Outlook to access their voicemails.

Final Update: 24/04/2025 08:44:00 AM – Microsoft’s fix deployment has completed, and they have confirmed after a period of monitoring and receiving reports from previously affected users that impact was remediated.

Scope of impact: Users with some CAE policies can’t retrieve new voicemails in Microsoft Teams.

Root cause: Due to a latent code issue, authentication checks which occur when users request access to their voicemail in Microsoft Teams are failing if the presented token, which is leveraged to facilitate authentication between users and the service, is invalidated based on conditional access evaluation that occurs as a result of conditional access policies applied to these users; and the authentication processes fails to properly request a new token.

Next Steps: Microsoft are further reviewing the underlying cause of the latent code issue.