PhishTAIL and PhishTAIL notification bot troubleshooting

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This article will guide you through resolution information which is required to resolve common issues with PhishTAIL a

Note: Please allow 24 hours after applying the fix to check the results. (This is due to the time it takes Microsoft to deploy new add-ins.)

PhishTAIL notification bot troubleshooting

Microsoft Teams displays the message 'this app cannot be found'

This issue is caused by the application ID of the PhishTAIL application changing due to an update or incorrect addition of the application ID in the organisation settings. Please check that the APP-ID displayed in the Phishing Tackle platform matches the application ID displayed in Teams Admin Centre.

App cannot be found.png

  • How to access the setting: Organisation > Settings > PhishTAIL > APP-ID

 

Microsoft Teams displays the message 'The bot is disabled. Contact your IT Admin for more Information'

This error message appears when the PhishTAIL notification has been blocked within Teams Admin Centre.
bot is disabled.png

  • To resolve this issue: Navigate to Teams Admin Centre > Manage Apps > PhishTAIL notifications bot.
    Click the name, and on the notice message at the top, select Unblock.

 

PhishTAIL troubleshooting

The PhishTAIL application is not available on the Microsoft Teams side bar

This is due to the app not being pinned. To fix this locally, open the application from the 3 dots and right-click on the app icon. A menu will be shown, click 'pin'. This will pin the application to the side bar.
pin phishtail.png

  • To fix this Globally: Navigate to Teams Admin Centre > Setup Policy where PhishTAIL has been installed. 
  • When you are looking at the policy, scroll down on the pin section and click '+' and then search and add the PhishTAIL app. You will then be able to save the setup policy and once Teams have deployed the application, the app will be pinned to the side bar.

The PhishTAIL application is visible to some, but not all users

This can occur when the users who do not have PhishTAIL are assigned a different setup policy. 
Add apps.png

  • To resolve this issue: if this is occurring with a setup policy, navigate to the custom policy and simply add in PhishTAIL and PhishTAIL notifications bot to the installed apps and PhishTAIL to the pinned section. Then after deployment time it will become visible.

Microsoft Teams displays the message 'An error occurred, please refresh to try again,' or it just shows a spinning circle and does not load

There can be two different reasons for this issue:

  1. The user has no training assigned to them and so the application has no information to load. Fix, assign training or custom setup policy for SAT users.
  2. The user has training assigned to their email in the platform, however the UPN/Username is different to their recipient email within the platform. This will error due to the email used to login to Microsoft has no training resulting in 1. 
    If this occurs again, sync via UPN to match UPN/Username with Primary email address. 

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