Chats or channels are incomplete or do not load

Is your internet working?

Teams loads chats and channels from the internet.

Windows

1. Open any website in your browser.
2. Teams shows a banner when it is offline.
3. No connection? Fix that first (Wi-Fi, cable, VPN).

Mac

1. Open any website in your browser.
2. Teams shows a banner when it is offline.
3. No connection? Fix that first (Wi-Fi, cable, VPN).

A quick check of your connection is in the network guide below.

How do I check my network?

Restart Teams completely

A full restart reloads everything.

Windows

1. Quit Teams: right-click its icon in the taskbar notification area › Quit.
2. Start Teams again and wait a minute.

Mac

1. Quit Teams: right-click its Dock icon › Quit.
2. Start Teams again and wait a minute.

How do I fully restart Teams?

Open Teams in your browser

This shows whether the problem is the app or your account.

Windows

1. Open teams.microsoft.com in Edge or Chrome and sign in.
2. Look at the same chat or channel.

Mac

1. Open teams.microsoft.com in Safari, Edge or Chrome and sign in.
2. Look at the same chat or channel.

Do your chats and channels load in the browser?

This decides where we look next.

• Yes, they are complete there
• No, they are missing there too, or I could not sign in

Complete in the browser: the Teams app on your computer is the problem. Missing there too: the cause is usually your account, a licence or the service.

Sign out and sign in again

Missing there too points to your account or the service.

Windows

1. Click your profile picture in Teams › Sign out.
2. Sign in again with your work or school account.
3. Still missing? Ask IT: it is probably your account, a licence or the Microsoft 365 service.

Mac

1. Click your profile picture in Teams › Sign out.
2. Sign in again with your work or school account.
3. Still missing? Ask IT: it is probably your account, a licence or the Microsoft 365 service.

Update Teams

Older versions can have loading bugs.

Windows

1. Open the three dots (…) › Settings › About Teams.
2. Teams checks for updates; restart it when asked.

Mac

1. Open the three dots (…) › Settings › About Teams.
2. Teams checks for updates; restart it when asked.

If your company manages updates you may not see this. Ask IT then.

Delete the Teams cache

A damaged cache is the usual reason chats or channels stay incomplete.

Windows

1. Quit Teams (taskbar icon › Quit).
2. Press the Windows key + R, paste this path and press Enter: %userprofile%\appdata\local\Packages\MSTeams_8wekyb3d8bbwe\LocalCache\Microsoft\MSTeams
3. Delete everything in the folder, then start Teams.

Mac

1. Quit Teams (Command + Q).
2. In Finder choose Go › Go to Folder…, enter ~/Library/Containers and move the folder “com.microsoft.teams2” to the Bin.
3. Do the same in ~/Library/Group Containers with “UBF8T346G9.com.microsoft.teams”, then start Teams.

Your chats and files stay in your Microsoft 365 account in the cloud. Only local data is removed. You may have to sign in again, and the first start takes longer. The folder does not exist? Teams is installed another way: skip to the next step.

How do I delete the Teams cache?

Reset the Teams app

Not every installation offers a reset – skip this step if you do not see it.

Windows

1. Open Settings › Apps › Installed apps and find “Microsoft Teams”.
2. Click ⋯ › Advanced options › Reset and confirm.
3. Start Teams and sign in again.

Mac

1. There is no reset on a Mac.
2. Continue with the next step.

Press the Windows key + I to open Settings. Windows 10: Settings › Apps › Apps & features › Microsoft Teams › Advanced options. No Reset button? The installation type does not offer it. Skip this step. On a Mac the way is: delete Teams and install it again.

How do I repair or reset the Teams app?

Time to ask IT for help

We could not solve this together. Send the summary below to your IT support – it contains no personal data.