Troubleshooting Teams Private Chat

Concurrency Limit

Team Private Chat (PCH) migrations support a maximum concurrency limit of 20 users. By default, the UI sets this value to 100 users. 

The following messages are expected if you start a migration that exceeds the limit of 20 users:

• “The operation was canceled.”
• "The operation was canceled due to high load. Please try again later."
• “A worker operation was canceled. Please try again or contact support if the issue persists.”
• “A network error occurred communicating with Microsoft 365.”
• "The connector does not have sufficient privileges to perform the operation. Verify the connector permissions and re-authorize if necessary."

To solve this issue, open the project, go to Advanced Options > Performance tab, and set the Concurrency Limit to 20, Validate and Save this option to ensure the migration runs successfully.

Throttling and Connectivity Errors

Teams PCH migrations rely on the Microsoft's Teams Import API, which applies aggressive throttling at both the per-conversation and infrastructure levels. Under sustained load or during peak usage periods, Microsoft may reject or cancel migration operations before they complete. 

This is expected behavior and does not indicate a problem with your MigrationWiz configuration or connector credentials.

The following errors are throttling-related and do not require changes to your setup:

• "The operation was canceled due to high load. Please try again later."
  • Microsoft's Teams infrastructure canceled the operation due to elevated load on their platform. This is a service-side control and is not caused by your migration configuration.
• “A worker operation was canceled. Please try again or contact support if the issue persists.”
  • An internal Microsoft processing worker was terminated before the migration operation completed. This typically occurs when Microsoft's backend is under sustained load across multiple tenants.
• "The operation was canceled."
  • A general cancellation caused by Microsoft service throttling. No action is required beyond resubmitting the affected users.
• “A network error occurred communicating with Microsoft 365.”
  • The connection to Microsoft's Teams API was interrupted. This can occur when throttling causes Microsoft to drop connections rather than return a formal error response. Resubmitting during off-peak hours will typically resolve this.
• "The connector does not have sufficient privileges to perform the operation. Verify the connector permissions and re-authorize if necessary."
  • When this error appears in the context of a throttling event rather than a configuration change, it indicates that Microsoft rejected the API session initiation due to load, not a genuine permissions problem. Before re-authorizing, resubmit the affected users during off-peak hours. If the error persists across multiple resubmission attempts, verify that the connector permissions are still valid and re-authorize if needed.

Resolution Steps

To solve any of the errors mentioned above please follow the listed steps: 

1. Identify all users showing these errors — MigrationWiz does not automatically retry failed migrations. Each failed user must be resubmitted manually.
2. Schedule resubmissions during off-peak hours — evenings, overnight, or weekends — when Microsoft's platform throttling is reduced.
3. If a high proportion of users are failing, reduce concurrency to 10 to 15 users and resubmit. This reduces pressure on Microsoft's infrastructure during peak periods.
4. If the permissions error persists after multiple off-peak resubmission attempts, re-authorize the connector and run a verification pass before resubmitting the full failed user set.

Autodiscover Items - Failed, Specified Method is not Supported

This usually happens when there are issues with the Source tenant. Make sure you follow the steps for the Failed to verify Microsoft 365 Credentials - Error due to insufficient Administrator rights of the endpoint account error and try again.

Autodiscover - Security Group Does not Exist at the Source Tenant

The following error might arise when the PCHScopeDiscovery=<Security Group name> is validated and saved to the support options, and the security group does exist at the source.

Failed to retrieve users metadata for autodiscovery activity d29f9565-9204-11ef-ac08-0022489a2811. One or more errors occurred. => One or more errors occurred. => Security group 'NoGroup' doesn't exist.

To solve this issue we suggest you:

1. Check the security group name for any spelling mistakes.
2. Check whether the group indeed exists in the source tenant. If not, create the security group.
3. Re-run Autodiscover again.

Cannot Delete Line Items

When line items are not in Not submitted or Completed status, you cannot delete them. This error is expected and you should wait for items to change their status to delete them.

Wrong User(s) in Line Items

This error appears due to a check on the line items created or autodiscovered.

Follow the following steps to fix this issue:

1. Delete the existing line item.

   Important

   Currently, the UI does not have an option to edit line items.

2. Create new line items with the correct user email.

Alternatively, if the Autodiscover feature is used, users can edit their CSV and upload it through Bulk Add.

Attempt Migration of Guest (External) Users

When full migration is performed on a line item that contains an external user, the verification check will fail, as Global Administrators cannot access such users.

This is an expected error: Failed verification, insufficient permissions.

Currently, there are no steps to fix this, as Guest users are not supported for migration.

Failed Verification

Verifying Credentials

You might encounter the Failed Verification error when verifying your credentials. This could happen at the source, destination, or both.

To solve this issue please we suggest:

• Make sure both the Source and Destination have accepted the application consents, Full Access and Delegate Access respectively.
• Verify the users exist in the Source and Destination tenants.
• Check for errors in the Usernames. If a username is incorrectly written, delete the line item and create a new one with the appropriate Usernames.

User Does Not Have a Microsoft 365 License at Source (Non-fatal Error)

This error might arise if you do not have an active user Teams license at source after adding line items through Quick Add or Bulk Add and running the verify credentials or the full migration process. 

However, this error will not hinder your migration. If they had licenses and chats they could still be migrated.  

As this is not a fatal error, you can proceed with your migration process as usual.

User Does Not Have a Microsoft 365 License at the Destination (Fatal Error)

You might encounter this issue if you do not have an active user Teams license at the destination after adding line items through Quick Add or Bulk Add and running the verify credentials or the full migration process.

This error is a blocker for your migration, as there will not be a destination Teams user available to import the chats.

To fix this issue, please perform the steps below with an Admin account so licenses can be applied:

1. Go to the Microsoft Admin portal.
2. Select the user from the line item at the destination.

3. Use any license that includes Teams.

   Warning

   Please review the Realigning global licensing for Microsoft 365 article for more information regarding changes to Microsoft 365, Office 365, and Microsoft Teams licensing.

4. Run the Verify or the Full Migration process again. This depends on the process you are performing.

Uncompleted Migrations

Destination Credentials Failed

In case you start full migration for a user at the source that does not have a user at the destination the migration stops and the Failed full migration: Destination Credentials failed error appears.

As a workaround, please follow the steps below:

1. Delete the existing line item.
2. Create a new destination user email.
3. Create new line items with the correct user email.
4. Retry your migration.