Resolving Common Teams Issues
This article applies to: Microsoft Teams
Several different problems can often be fixed in Teams with the same solution: clearing Teams' cache. They are:
- The Teams app not launching properly and instead showing a message that says, "We're sorry--we've run into an issue."
- Unable to log in to Teams.
- Teams missing or different information when compared to the web version of Teams.
- Unable to find users or Teams.
- General Microsoft Teams slowness.
- Profile pictures missing or showing outdated images.
- Teams status not updating.
- Background images not showing.
These problems can sometimes be fixed by following the instructions below.
Clear the Classic Teams Cache on Windows
- Right-click the Teams icon located in your system tray (in the bottom bar on your monitor) and select Quit.
- Hold the Windows key while pressing the R key.
- In Run, enter or paste
%appdata%\Microsoft\Teams
- Click OK.
- Delete all files and folders in this directory.
- Restart your computer, launch Teams, and sign in.
Clear the New Teams Cache on Windows
- Right-click the Teams icon located in your system tray (in the bottom bar on your monitor) and select .
- Hold the key while pressing the key.
- In Run, enter or paste
%localappdata%\packages\msteams_8wekyb3d8bbwe\LocalCache\Microsoft\MSTeams
- Click .
- Delete all files and folders in this directory.
- Start the new Microsoft Teams app.
Clear the Classic Teams Cache on a Mac
- Quit Microsoft Teams.
- Click the Finder icon in the dock.
- From the top menu bar, click Go and select Go to Folder.
- In the small Go to the folder window, enter or paste
~/Library/Application Support/Microsoft
. Double-click on the search results or press on the keyboard to navigate to that folder. - Drag the Teams folder to the Trash.
- Check to make sure Finder is still next to the Apple icon in the top menu bar, click Go again, then select Applications.
- Double-click the Utilities folder.
- Double-click Keychain Access.
- In the search field, enter
Microsoft Teams
. The results may show Microsoft Teams Identities Cache. If they don't, skip to step 11. - Right-click Microsoft Teams Identities Cache, then select Delete "Microsoft Teams Identities Cache".
- Restart Microsoft Teams.
Clear the New Teams Cache on a Mac
- Quit the new Microsoft Teams, as well as Outlook.
- Select the app or click the desktop background.
- From the menu (at the top) select , and then .
- Copy and Paste the following line of text into the box that appears and hit
~/Library/Group Containers/UBF8T346G9.com.microsoft.teams
. - Move the contents of the folder to the . (One way to do this is to select all with control–A, right- or control-click one of the items, and then select .)
- Repeat steps 3-5 above deleting the items from the following folder instead:
~/Library/Containers/com.microsoft.teams2
- Relaunch Microsoft Teams.
Comments?
To share feedback about this page or request support, log in with your NetID