Help and FAQs

Need to report an installation issue or bug?

If you have an issue that is stopping you accessing Teams, raise a request on the IT Servicedesk and the team will get back to you as soon as possible.

Please note: the IT Servicedesk may be busier than usual at this time while we are rolling out Teams to our staff.


Can I contact an external company using Teams?

Yes. If the external company also uses Teams we're happy for you to use Teams to contact them.

Can I share documents using Teams?

No, not at the moment.

We've rolled out this version of Teams with limited functionality to help you to communicate with colleagues while you are working at home during the Coronavirus pandemic. This means we are not able to support the sharing of documents in Teams right now. However you will be able to do this when we roll out the full version later in the year.

Can I schedule meetings?

Yes. Learn how to set up a virtual meeting using Teams calendar.

Can I use Teams on my mobile device?

Yes, if you have a corporate mobile device, such as an iphone or ipad we are happy for you to use the app.

You'll just need to download the app from the Apple App Store. Then you can sign into your existing account and use all the same chat and call features.

Please note: you should not install the Teams mobile app on a personal device to use for work purposes.

Can I have a headset to use with Teams?

3.5mm Jack plugUnfortunately we do not have any headsets available but we are trying to order some.

In the meantime, any headset with a 3.5mm jack can be used, if you have access to one.

Please note: the newest Apple headphones are not suitable as they use a lightening adapter. This plug is unsupported by Windows based PCs.

How do I reset my password?

The option to reset your password is not yet available within Teams. You need to raise a request on the IT Service Desk.


My message isn't sending, or messages appear out of order - why?

As we are implementing Teams within the council at a time when many others worldwide are also beginning to use it to enable working at home, you may find some things do not behave as you would expect - such as messages not sending or messages arriving out of order.

We'll be reviewing system status updates from Microsoft Teams and inform you below of any issues you may experience.

If you are experiencing any other issue, please log a call with the Servicedesk.

Known issues:


I can't find my team members on the chat function even though they say they are online?

Select the new chat button. If you can't find your colleague by typing in their name, try their full email address.

How do I change the size of the font on chat messages?

You can make the size of the font bigger or smaller using the zoom function:

Zoom in

  • Hold down the CTRL button on your keyboard
  • Then either hit the equals (=) button, or rotate your mouse wheel up.

Zoom out

  • Hold down the CTRL button on your keyboard
  • Then either hit the minus (-) button, or rotate your mouse wheel down.

Voice and video calls

What should I know before I organise a meeting?

Make sure you familiarise yoursef with the functionality of Teams in general. Take a look at our guidance on getting started.

It is also important that you read and understand the conference call security and etiquette information. This provides lots of guidance and tips for meeting organisers, not only to get the best out of your meeting, but to keep all attendees safe.

How many people are visible on screen during a video call?

At present the last 4 people to speak (or their profile picture if their cameras are switched off) are automatically shown on all attendee's screens. However, Microsoft have confirmed that this will be increased so up to 9 people will show on screen.

If you'd prefer to see specific people on screen all the time during the call, such as the meeting chair, you can 'pin' them so they remain on the screen even when someone else is speaking.

How do I start a group call with people not already in my recent calls list?

There are two ways you can do this:

Option 1

  • Select the calls tab
  • Then select make a call
  • Enter the names of the people you would like to be on the call
  • Select the phone or video icon to make the call

Option 2

  • Go to the chat tab
  • Add the people you want to call to a chat
  • Select the phone or video icon to make the call
Can I make calls to members of the public using Teams?

No. Unfortunately our licence does not allow that feature.

Find out more about making calls to members of the public in the IT FAQs

Not found what you were looking for?

Here are some ways you may be able to find the answer (please try these before contacting the IT Servicedesk):

  • check out the IT FAQs - the answer to your question may be there
  • ask a colleague - they may know
  • search on Google - there is so much help and guidance available for Teams on the internet
  • fill in our short Microsoft Teams FAQs form. We're working with IT team to make improvements all the time. Please check back in a few days to see if your question has been answered.

If you haven't found the answer to your question and need urgent help, please raise a request on the IT Servicedesk.


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