Enterprise in MS Teams App: Troubleshooting and Error Handling

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Fix: Teams App Registration Compatibility Error

Issue

When opening the Enterprise for MS Teams app, you may see an error message on the first screen that says:

⚠️ Connection Error

Unable to connect to Enterprise Service Management (M42) due to app registration upgrade.
Please contact your system administrator to follow the steps in the documentation to fix the connection.
<Open documentation here>
ESM URL:
https://<customer.esm.platform.net>

Cause

The app registration for the Teams integration has been updated to follow Microsoft publishing policies.
Older versions of the app are not compatible with the new registration.

Resolution

System administrators can resolve this issue by either updating the ESM platform or applying a quick database patch.

Option 1: Update the ESM platform

Upgrade ESM platform to version 25.4 or higher.
This is the recommended approach.

Option 2: Apply the SQL Patch

If you cannot upgrade immediately, apply the following SQL update to your production database (commonly named M42Production):

UPDATE
dbo.PDRDwpConfigurationClass
SET
[Value] = '6deb845f-5077-45ea-a08d-f69a7d870231'
WHERE [Key]='Matrix42.Teams.M42ClientId'

After applying the patch, restart IIS:

iisreset

Verification

In Microsoft Teams, open the Enterprise for MS Teams app.
The app should now open correctly and land on the SSP page without errors.