Why won't my whiteboards load?

Hi - thanks for getting back to me. I'm actually only using Whiteboard for the Web so I don't know what it's doing in the desktop app.

I use Microsoft365 for business (we have a single sign-on system) but everything else works fine.

This issue didn't happen (at least much) about 10 months ago but now happens every time. Seems to be similarly a problem for others in my team but we can't get our IT team to help us.

Many thanks

Dear Christina Copperthwaite,

Greetings! Thank you for posting in Microsoft Community.

As per your description, when you open one of your whiteboards, it gets stuck on the loading page. After you create a new whiteboard, it won't load if you close it and reopen it.

We'd like to help you. Please don't worry, we can work together and try to narrow down the situation.

It seems like you are using Whiteboard desktop application.

If our understanding of the scenario is right, we suggest you go to Whiteboard on the web, open a whiteboard and check the result. It helps you check whether the issue only appears in Whiteboard desktop application.

And you may try to Repair Whiteboard application with steps below:

Close Whiteboard application. Open Windows Settings > Apps > find "Microsoft Whiteboard", click Advanced Options> then click Repair.  After that, reopen Whiteboard and check the result.

We appreciate your understanding that sometimes the initial reply may not resolve the situation very soon. However, we can work together to narrow down and resolve the situation. Please kindly provide the requested information to let us work further.

1.Which account do you sign in Whiteboard? Microsoft 365 work or school account, or personal Microsoft Account?

2.Did the issue happen in previous? If not, when did the issue start to appear?

Thanks for your cooperation! I hope you keep safe and healthy always.

Sincerely,

Tina | Microsoft Community Moderator

Dear Christina Copperthwaite,

We appreciate you post back and share that you are using Whiteboard for the web.

We tried to sign in Whiteboard on the web with Microsoft 365 work account, it works fine if we close and reopen a whiteboard.

If you are using a specific browser, we suggest you try different browsers (Chrome, Edge) to access Whiteboard and check if same issue still happens.

At the same time, we also went to check whether there is any service incident related to Whiteboard not loading. We didn't find any Whiteboard service incidents.

If same situation persists, we do understand the frustration and apologize for all the inconvenience it may have caused.

Considering that other users in your team are encountering the issue, for further investigation, we're afraid it may need to check your tenant from back end and more resource need to be involved to find the root cause of the issue.

So we sincerely recommend you contact your Microsoft 365 administrator, try to raise a support ticket by following steps in this article Get support - Microsoft 365 admin | Microsoft Learn and contact Microsoft 365 Online Support Team.

Reference: How do I find my Microsoft 365 admin?

The support team over there has higher permission and more resource than us, they will help you check from back end and use specific diagnostic tool to collect logs when issue happens, investigate the issue further and help you find root cause. This would be the most efficient way in handling this case for you.

Thanks for your time and understanding. I hope you are keeping safe and well!

Sincerely,

Tina | Microsoft Community Moderator