Signing In -Troubleshooting

Ensure that you are signing in with the correct account.

It’s not uncommon for people to have multiple Microsoft 365 accounts, you probably have one through your agency (usually using your agency email address) as well as your GovTEAMS PROTECTED account. You might also have a GovTEAMS OFFICIAL account.

If in doubt, check your account. To access GovTEAMS PROTECTED you need to ensure that you are signing in with your GovTEAMS PROTECTED username ending in @protected.govteams.gov.au

Problems signing in with a web browser

1. Private Windows

Private windows are the best way to resolve access issues because they also allow you stay logged into multiple accounts at the same time. This is handy if you want to be logged into your work/agency account and your GovTEAMS PROTECTED account simultaneously.

Microsoft Edge:

Select Settings and more New InPrivate window OR Right-click the Microsoft Edge logo in the taskbar and select New InPrivate window.

select the three dots then new inprivate window

Google Chrome:

Select More > New Incognito Window.

select the three dots then new incognito window

 


2. Clear browser cache

If you don’t have access to private windows, you could try clearing your browsers cache. Please note, you may not be able to clear your cache if your organisation manages the settings within your device. Contact your internal IT area for more information.

Microsoft Edge:

  1. In Edge, select Settings under the three dots Settings Privacy and security.
  2. Under Clear browsing data, select Choose what to clear.
  3. Under Time range, choose a time range.
  4. Select Cookies and other site data, and then select Clear now.

Google Chrome:

  1. In Chrome, select More Settings > Privacy and Security.
  2. Choose a time range. To delete everything, select All time.
  3. Next to Cookies and other site data and Cached images and files, check the boxes.
  4. Select Clear data.


3. Use a different browser

Another option is to try a different web browser. Recommended browsers are recent versions of Google Chrome or Microsoft Edge. 

Trouble accessing using an iOS device/iPAD

There are limitations to accessing GovTEAMS PROTECTED via an iOS device. We recommend you allow plenty of time for troubleshooting, particularly when accessing GovTEAMS PROTECTED for the first time or when using a shared device.

Please ensure you're running the latest IOS version and the below apps are up to date:

  • Microsoft Authenticator
  • Microsoft teams
  • Outlook
  • SharePoint (if required)
  • M365 app (if required)
  • OneDrive (if require)

Shared Devices

We recommend avoiding the use of shared devices as this can cause issues with authentication.

If using a shared device, we recommend accessing the device well ahead of any meetings to ensure that it is ready to go, and all updates have been performed.

If you are having issues logging into an app, you may need to delete and re-install the apps.

Accessing GovTEAMS via browser on iOS

Some Microsoft applications can be accessed via the Edge browser – this includes SharePoint, OneDrive, Word and Excel.

Teams and Outlook are only accessible via the iOS apps and not in the browser.

Please note: Microsoft Edge is the only supported browser on iOS. You will need to sign into Edge to access the available services.

If you continue to experience issues, there are alternative access options that your agency can opt into. Contact us for more information.

Problems Signing in to Microsoft Teams desktop application

Try the New Teams

Stay logged into GovTEAMS and your Agency account at the same time. The new version of the Teams desktop app makes it easy to switch between your agency account and GovTEAMS PROTECTED. You will receive notifications, can reply to chats and join meetings without having to log in and out. Account switching is currently not available in Teams on the web.

If new Teams is available at your organisation, you will see a “try the new Teams” toggle.

New Teams toggle

 

If you don’t see the switch, ask your agency’s IT if new Teams is/or can be made available.

If new Teams is not available in your organisation, clearing the Microsoft Teams cache can help resolve sign in issues.

Classic Teams:

  1. Completely shut down Microsoft Teams by right clicking Teams in your Windows Taskbar and selecting Quit.
  2. Copy and paste the following into File Explorer: %appdata%\Microsoft\Teams
  3. Delete all files and folders.
“Sorry, but we’re having trouble signing you in” Error

Sorry, but we’re having trouble signing you in Error

You are logged in with the wrong account. To access GovTEAMS PROTECTED you need to ensure that you are signing in with your GovTEAMS PROTECTED username ending in @protected.govteams.gov.au.

If you are still experiencing problems, please see the Problems signing in with a web browser section above.

“This site can’t be reached’ Error

this site cant be reached error

This message appears if your agency's network settings stop you from accessing GovTEAMS PROTECTED. You will need to contact your internal IT area for assistance.

“We couldn’t sign you in. Please try again” Error when picking an account

we couldnt sign you in

 

Close your internet browser and try using an alternate one. We recommend Google Chrome or Microsoft Edge. Alternatively, you could try using a private browser window or clearing your browser’s cache. Please see the Problems signing in with a web browser section above for instructions.

“You’re missing out! Ask your admin to enable Microsoft Teams for GovTEAMS” error

youre missing out

Your account may be inactive. Please see the Verify your Account page for information on how to reactivate your account.

“Something went wrong” error

Close your internet browser and try using an alternate one. We recommend Google Chrome or Microsoft Edge. Alternatively, you could try using a private browser window or clearing your browser’s cache. Please see the Problems signing in with a web browser section above for instructions.

If the problem persists you will need to speak to your internal IT area for further information.

Locked/blocked account

You will see this error if your GovTEAMS PROTECTED account has been locked/blocked. Your account can be locked for a variety of reasons, including:

  • Not having Multi-Factor Authentication (MFA) on your account.
    MFA is a tool that helps keep your GovTEAMS PROTECTED account safe and secure. When you create your account, you'll be asked to set up MFA. If you forget to do this or change your MFA without adding a new one, your account will be locked/blocked. This is a precaution to prevent unauthorised access and protect your account from potential security risks.
  • Breaching the GovTEAMS PROTECTED terms and conditions or code of conduct, or because
  • it’s a duplicate account.

Contact us to unblock your account.