Troubleshooting

Start on the bridge's own page. It shows the current status, the last error the runtime reported, and a list of recent events. Almost every problem below is identifiable from those three things.

The bridge is running but nothing is relayed

Usually one of three things, in order of likelihood:

• The Slack app isn't in the channel. Slack delivers no events at all from a channel the app hasn't joined. Run /invite @ThreadBridge in each mapped channel. For private channels, someone already in the channel has to do it.
• The channel isn't in the map. The bridge ignores anything outside the pairs you configured. Check the map on the bridge page.
• The map was edited but the bridge wasn't restarted. A running bridge uses the configuration it started with. Press Restart Bridge.

Messages relay one way only

Check the direction that fails. Slack to Teams failing points at Microsoft, usually missing admin approval or a token that needs reconnecting. Teams to Slack failing points at the Slack side, usually the app not being in the channel, or a revoked token.

"Microsoft Teams approval needed"

A Microsoft 365 administrator hasn't approved ThreadBridge for your tenant, or approval was granted for a different tenant than the one now connected. Follow Get approval on the dashboard and send the link to your administrator; see Microsoft admin approval. Bridges will keep reporting errors until this is done.

The bridge goes to Error shortly after starting

Common causes, in the order worth checking:

• Admin approval missing. The first Graph subscription fails with a permissions error.
• A mapped channel no longer exists, or the team it belonged to was deleted or archived. Edit the map and restart.
• A token was revoked: the Slack app removed from the workspace, or the Microsoft grant withdrawn. Reconnect the platform from the dashboard.
• The Microsoft account that connected left the tenant. Reconnect with a current account.

The bridge keeps restarting itself

Repeated auto restart entries in the event list mean the runtime keeps losing the bridge. After three attempts it stops trying and parks the bridge in Error with the reason. Fix the cause, then restart it by hand; the counter resets.

I got an email saying a bridge is down

That email is sent once, to the account owner, after a bridge has been down for five minutes and has exhausted its automatic restarts. The bridge page has the error. You won't get a second email for the same outage.

"Workspace already connected"

Another ThreadBridge account has connected that Slack workspace or Microsoft tenant. Find the colleague who set it up and have them invite you, rather than creating a parallel account; see Connect Slack for why this is enforced.

A channel is missing from the dropdown

• Slack: private channels appear only if the app has been invited to them.
• Teams: the list covers the teams the connected Microsoft account belongs to. Join the team and reload, or reconnect with an account that's a member. Private and shared channels aren't supported.

Still stuck

Email support@threadbridge.app with the bridge name and the error text from the bridge page. That error is what separates a permissions problem from a mapping problem, so it saves a round trip.