Troubleshooting
Every state that gets stuck during setup, with its cause and the fix.
Who it is for
For administrators whose Romy setup did not end the way they expected.
Why this page exists
Every state we have seen in real setups is listed here with its symptom, its cause and the way to fix it. Most often Romy is installed in Teams only for you after step 3.
Romy shows up in Teams for you only. Your colleagues do not see her.
Cause
Step 3 uploads Romy to your organisation's Teams catalog and installs her for the person signed in. Everyone else needs the setup policy in the Teams admin center. Romy is neither allowed nor able to change that policy herself.
How to fix it
- Open the Teams admin center, Teams apps, Setup policies.
- Open Global (Org-wide default).
- Under Installed apps select Add apps, search for Romy, select Add, then Save.
- Optionally add Romy under Pinned apps so she sits in the left bar.
- Microsoft rolls the change out within up to 24 hours. Restarting Teams often shows it sooner.
- For a pilot group only: create a separate setup policy instead of editing Global and assign it to that group.
You look for the Consent on behalf of your organization box in the Microsoft dialog and cannot find it.
Cause
There is none any more. Since 20 October 2026 all three steps ask for the whole organisation, step 3 included. Consent for everyone is already set.
How to fix it
- Nothing to do. Accept is enough. Romy is installed in Teams for everyone through the setup policy, see the first case.
You want to take a consent back.
Cause
Every consent is its own enterprise application in your Entra ID: Romy Diagnostics, Romy Engage and Romy Einrichtung (step 3). The step 3 consent applies to the whole organisation, but it only takes effect when someone signs in to Romy Einrichtung, and never beyond that person’s role.
How to fix it
- Microsoft Entra admin center, Enterprise applications, open the app, Permissions: this shows what is granted, and you revoke it there.
- Or delete the enterprise application. Romy Einrichtung is created again at the next Teams step.
Microsoft says Need admin approval, or Romy says this account may not grant the consent.
Cause
The signed-in account does not hold the Global Administrator role. Diagnostics and Engage request application permissions for the whole organisation, Teams the right to upload apps to the catalog. Only an admin may grant either.
How to fix it
- Sign in again with an account that holds the Global Administrator role and repeat the step.
- Or ask a person with that role to run the step at www.getromy.com/en/setup. They sign in at Microsoft with their own account.
Romy says the Microsoft dialog was cancelled.
Cause
Cancel was chosen in the dialog or the window was closed. Nothing was changed.
How to fix it
- Start the step again at www.getromy.com/en/setup.
Microsoft picks a different account than you meant, for example a guest account or one from another organisation, or step 3 reports two different accounts.
Cause
A different Microsoft account was already signed in to the browser. Romy always sets up the organisation of the account you consent with at Microsoft.
How to fix it
- Start the step again and choose Use another account in the Microsoft window. Pick the account of the organisation you want to set Romy up in.
- In step 3 Microsoft asks twice. Pick the same account both times.
- If that does not help, open a private browser window and start over there. The status on this page starts empty there, that is expected.
The setup page shows a step as open although you already did it.
Cause
The page keeps the status in this browser only, from Microsoft's reply after each step. In another browser, a private window or after clearing site data it starts empty. Nothing is lost in your organisation.
How to fix it
- What really applies is in Entra ID under Enterprise applications: Romy Diagnostics, Romy Engage, Romy Einrichtung.
- Or simply run the step again. Every step can be repeated without creating anything twice.
Romy says Teams did not accept the Romy app.
Cause
Custom apps are blocked in your organisation, either in the org-wide app settings or in a permission policy. Or Romy is blocked in Manage apps.
How to fix it
- Teams admin center, Teams apps, Manage apps, Org-wide app settings: allow custom apps.
- Search for Romy in Manage apps. If she is set to Blocked, set her to Allowed.
- Under Permission policies check that custom apps are allowed for your people.
- Then repeat step 3 at www.getromy.com/en/setup. You can run the step as often as you like.
The Romy app does not reach the devices.
Cause
The Romy app is missing from Intune, or it is not assigned as Required to the device group, or the devices have not synced since the assignment.
How to fix it
- Intune admin center, Apps, Windows: Romy must be in the list. If she is missing, add her from the Microsoft Store. Until the Store listing appears, the script 2-romy-app-hochladen.ps1 from the admin package uploads her.
- Romy, Properties, Assignments: the device group, for example Romy Pilot Devices, is listed under Required.
- Romy, Device install status: this shows per device whether the installation ran.
- For a device without status: open the device in Intune and choose Sync.
Romy does not reply in Teams.
Cause
Three causes come up. Romy is not installed for this person. Romy Diagnostics has not been confirmed yet, so Romy has nothing to answer from. Or the person has not been named for the pilot yet: during the pilot Romy only answers the people Romy operations agreed with you.
How to fix it
- Not installed: setup policy, see the first case on this page.
- Diagnostics missing: run step 1 at www.getromy.com/en/setup.
- Not named: tell Romy operations the people via the contact page.
Keep reading
The guides belong together. Each one explains one part of the path.