Frequently Asked Question

Two different Teams problems can often be fixed with the same solution: Clearing Teams' cache.

They common problems fixed by clearing the local cache are:

• The Teams app not launching properly and instead showing a message that says, "We're sorry--we've run into an issue"
• Profile pictures missing or showing outdated images.

These problems can be fixed by following the instructions below.

Clear the Teams cache on Windows

1. Right-click the Teams icon located in your system tray (in the bottom bar on near the clock) and select Quit.
2. Hold the Windows key while pressing the R key.
3. In Run, type or paste %appdata%\Microsoft\Teams
4. Click OK.
5. Select the entire contents of the folder, right-click, and select Delete.
6. Restart your computer, launch Teams, and sign in.

Clear the Teams cache on a Mac

1. Restart Microsoft Teams. Quit Microsoft Teams by holding the Command key while pressing the Q key.
2. If the top menu bar on your screen doesn't say Finder next to the Apple logo, click an empty spot on your desktop to switch to the Finder.
3. From the top menu bar, click Go and select Go to Folder...
4. Under Go to the folder type or paste ~/Library/Application Support/Microsoft and click Go.
5. Drag the Teams folder to the Trash
6. Check to make sure Finder is still next to the Apple icon in the top menu bar, click Go again, then select Applications.
7. Double-click the Utilities folder.
8. Double-click Keychain Access.
9. In the search field, enter Microsoft Teams. The results may show Microsoft Teams Identities Cache. If not, move to Step 10.
10. Right-click Microsoft Teams Identities Cache, then select Delete "Microsoft Teams Identities Cache".