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Identify what kind of startup failure you have
Teams startup problems usually fall into one of four scopes: a hung desktop process, damaged local client data, an unavailable network, or a Microsoft-side outage. The symptom can look identical in each case: a blank window, an endless loading spinner, an immediate crash, an “We’ve run into an issue” message, or a client that opens but never reconnects.
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Use the scope to choose the least disruptive fix. Restarting is low impact. Resetting or deleting the cache affects local artifacts and may trigger a fresh sign-in. A service incident cannot be repaired from your computer, although Teams on the web may still help once the service recovers.
| What you observe | Most useful first check | Likely next step |
|---|---|---|
| Only Teams fails; other sites load | Quit every Teams process and reopen it | Reset or clear the client cache |
| Websites also fail | Open another site in a browser | Repair the connection before changing Teams |
| Several Microsoft 365 services fail | Check Microsoft’s official service-status communications, including the MSFT365Status account | Wait for the incident or contact your administrator |
| Desktop client fails but a browser works | Sign in to Teams on the web | Repair or reinstall the desktop client |
1. Check your connection and Microsoft 365 status
Test ordinary internet access
Open a different website in your normal browser. Microsoft Support specifically recommends this check when Teams cannot reconnect. If the page does not load, troubleshoot Wi-Fi, Ethernet, a VPN, proxy settings, or the local network before treating Teams as damaged. Try a second site as well; one unavailable website does not prove that your connection is down.
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Look for a wider Microsoft incident
If browsers work but Teams and other Microsoft 365 services are unavailable, check Microsoft’s official service-status communications. Microsoft’s reconnection guidance directs users to the official MSFT365Status account for incident information. An incident can prevent sign-in, message loading, or reconnection even when your computer and network are healthy. Record the incident notice and time if you need to report the problem to an administrator.
Do not repeatedly clear the cache during a confirmed outage. Local deletion cannot restore a service that is unavailable upstream, and it can create an unnecessary sign-in and synchronization cycle.
2. Quit Teams completely and relaunch it
Windows
- Close the Teams window.
- Use the Teams icon in the Windows taskbar notification area, open its menu, and choose the command that quits Teams rather than merely closing the window.
- Wait a few seconds so the background process exits.
- Open Teams again from the Start menu or your normal shortcut and sign in if prompted.
Closing the window is not always the same as quitting the application. A background process can remain stuck and cause the next launch to show the same loading state.
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- Choose Teams > Quit Microsoft Teams from the menu bar.
- If the app is unresponsive, press
Option-Command-Escape. - Select Microsoft Teams in the Force Quit Applications window and choose Force Quit.
- Reopen Teams from Applications or the Dock.
Force-quitting is appropriate when the menu does not respond. It does not remove your account or uninstall Teams; it only stops the running process.
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3. Reset New Teams on Windows
Microsoft’s current Windows reset instructions apply to New Teams. The reset is performed through Windows Settings and is less error-prone than manually deleting individual files.
- Open Settings.
- Go to Apps > Installed apps.
- Find Microsoft Teams in the installed-app list.
- Open the app’s three-dot menu and choose Advanced options.
- Select Reset.
- Start Teams again and complete sign-in if requested.
Use the reset only after quitting Teams. If the reset control is unavailable, you may have a different package or a managed installation; ask your organization’s administrator before removing files manually.
File-based Windows alternative
Microsoft Learn also documents a file-based cache removal route for New Teams. Use it when the Settings reset does not resolve the startup failure or when an administrator has directed you to use the documented path.
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- Quit Teams completely.
- Press
Windows key-Rto open the Run dialog. - Enter
%userprofile%appdatalocalPackagesMSTeams_8wekyb3d8bbweLocalCacheMicrosoftMSTeamsand press Enter. - Delete the files and folders inside that location.
- Launch Teams again.
Delete the contents of the specified cache location, not unrelated folders in your user profile. If Windows reports that a file is in use, quit Teams again and confirm that no Teams process remains before retrying.
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4. Clear Teams data on macOS
macOS has separate procedures for Classic Teams and New Teams. Confirm which generation is installed before removing a folder. Deleting the wrong location may leave the active client’s cache untouched.
Classic Teams
- Quit Teams. Use Force Quit with
Option-Command-Escapeif necessary. - In Finder, choose Go > Go to Folder.
- Enter
~/Library/Application Support/Microsoft/Teams. - Remove the contents of that Teams folder.
- Restart Teams and sign in if prompted.
New Teams
- Quit Teams completely.
- In Finder, choose Go > Go to Folder.
- Remove the New Teams data at
~/Library/Group Containers/UBF8T346G9.com.microsoft.teams. - Also remove
~/Library/Containers/com.microsoft.teams2. - Open Teams again.
Microsoft Learn’s instruction is explicit: after clearing the cache, restart Teams. Keep the folder names exact, including capitalization and punctuation. If your Mac is managed by an employer or school, policy may restrict access to these locations; involve the administrator rather than changing managed files.
What clearing the cache changes
Cache clearing does not remove Microsoft Teams from the device. Microsoft Support says it removes the web-client cache, icons, thumbnails, local message history, Teams display images, and other Teams add-ons. Those items are local copies or interface data; Teams can recreate them after a successful connection.
- You may be asked to authenticate again.
- Messages, thumbnails, and display images can take time to rebuild.
- The first launch after clearing data may be slower than normal.
- Local interface customizations or add-ons may need to load again.
- Deleting the cache is not a guarantee of a fix; it addresses local client data, not network or service failures.
Cloud conversations and files are not intentionally deleted by removing the documented cache locations, but anything that exists only as an unsynchronized local artifact may not return. If you are working offline or have an unsent item, preserve it before clearing data.
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5. Use Teams on the web as a diagnostic and work-around
Open Teams in a supported browser and sign in with the same work, school, or personal account. If the web client works while the desktop app does not, your account and at least part of the service path are reachable; the problem is more likely confined to the desktop installation, its process, or its local data.
The browser test is not conclusive when Microsoft is experiencing a partial incident. Web and desktop clients can be affected differently, so compare the result with Microsoft’s service-status communications and with another Microsoft 365 service.
6. Reinstall or escalate when repair fails
When to stop repeating local fixes
Escalate after you have fully quit and relaunched Teams, verified internet access, checked for a service incident, and applied the correct reset or cache procedure for your platform and Teams generation. Repeating the same cache deletion without a new symptom or error is unlikely to reveal a different cause.
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Supported recovery paths
- Continue temporarily with Teams on the web if it lets you work.
- Use Microsoft’s supported reinstall path for your operating system and account type.
- Contact your organization’s Microsoft 365 administrator if the device is managed, sign-in is controlled by company policy, or multiple users are affected.
- Contact Microsoft Support with the exact error text, operating system, Teams generation, time of failure, and the steps already attempted.
For an administrator or support technician, include whether other Microsoft 365 services load, whether the browser client works, and whether the failure occurs for another user on the same device. These details separate an account or service problem from a damaged local client.
Quick Recap
Choosing the right action by risk and scope
| Action | Windows New Teams | macOS Classic Teams | macOS New Teams | Local-data impact |
|---|---|---|---|---|
| Quit and relaunch | Yes | Yes | Yes | Minimal; running process only |
| Settings reset | Documented route | Not applicable | Not applicable | Resets the Windows app state |
| Manual cache removal | Documented package cache path | ~/Library/Application Support/Microsoft/Teams |
~/Library/Group Containers/UBF8T346G9.com.microsoft.teams and ~/Library/Containers/com.microsoft.teams2 |
Removes cached artifacts; sign-in or rebuilding may follow |
| Web fallback | Browser | Browser | Browser | Does not alter the desktop installation |
Common mistakes that prolong a startup failure
- Closing instead of quitting: the visible window disappears while a stuck background process remains.
- Clearing the wrong generation’s files: Classic and New Teams use different macOS locations.
- Ignoring the network: a damaged local cache cannot explain a browser that cannot reach any website.
- Assuming every failure is local: a Microsoft 365 incident can affect sign-in and reconnection for many users.
- Expecting cache deletion to preserve every local view: icons, thumbnails, local message history, display images, and add-ons are among the data Microsoft says can be removed.
- Continuing without recording the error: exact wording and timing help an administrator distinguish a client crash from an account or service incident.
A concise recovery order
- Open another website to verify internet access.
- Check Microsoft’s official service-status communications if other Microsoft 365 services are also failing.
- Quit Teams completely; force-quit it on macOS if it is unresponsive.
- Relaunch and sign in again if prompted.
- On Windows New Teams, use Settings > Apps > Installed apps > Microsoft Teams > Advanced options > Reset.
- On macOS or when the Windows reset does not help, use the cache path for the installed Teams generation.
- Restart Teams after clearing its data.
- Try Teams on the web.
- Use Microsoft’s supported reinstall route or escalate to your organization’s administrator or Microsoft Support.
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