Cannot launch or log in to new Microsoft Teams app

Charlotte van Veelen 0

When launching the new Microsoft Teams app on my Macbook M1 (Sonoma 14.5), the app doesn't work beyond the log in screen. When I log in, a new window appears with "loading", but nothing happens. Or when opening the app, an error appears immediately saying "we couldn't fetch your profile" (the sign in button doesn't work). My teams account is paid and part of an organization.

When trying to open it in the web browser (Chrome), the buttons do not appear to work; the sign in button isn't clickable.

1 answer

Robin Sheng-MSFT 865 Reputation points Microsoft Vendor

2024-06-19T02:31:05.3+00:00
Hi @Charlotte van Veelen

Could you please tell me if you have recently encountered this problem?

Have you tried to log in to your account on other devices?

Please check the version and prerequisites: Make sure your Mac is running macOS Monterey (12) or later according to our official files. Confirm that your Microsoft Teams version is 1.6.00.12303 or later. If not, select "(…)" in the overflow menu of the Teams app, then select "Check for Updates" and restart the app.

Please clear the cache or reinstall Microsoft Teams: When deleting the "Team" folder, delete any "Team Identity Cache" from Keychain Access.

Thanks for your understanding and support.

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Charlotte van Veelen 0 Reputation points

2024-06-19T07:39:32.75+00:00

Hi there. Thanks for your response. I did everything as listed above but there is no progress. I've had this problem ever since the new Teams was introduced and had hoped to continue to use the old version, as I'm now unable to use it at all.

The current status is that when I open Teams, I see the welcome screen where I usually can select an account (sometimes it also does not go any further than one big loading screen, or I get a server error saying "failed to fetch your profile"). The account I need is listed in there, as well as many other accounts that I have used over the years (is there a way to delete all these??).

When I click the icon of my profile, a pop up screen (I assume sign up screen) quickly appears and disappears. Nothing happens. When I click "create or use another account" and sign in with my email and password, it again redirects me to the welcome screen.

I do have 2 of the same email addresses used for 2 profiles. One private, and one that belongs to an organization. Somehow sometimes with a lot of patience, I am suddenly able to log in to my private one, but that profile is not of any use.

Robin Sheng-MSFT 865 Reputation points Microsoft Vendor

2024-06-20T06:31:58.35+00:00

Hi @Charlotte van Veelen

According to your description, sometimes you can log in to your personal account. Please try to log in to your personal account successfully, click your personal account avatar in the upper left corner of Teams, add another account, and enter your work account to try to log in successfully.

If the above still cannot solve the problem, please follow the instructions below step by step:

Fully close Microsoft Teams.

Remove an account from macOS.

Copy and paste the following into the Go to Folder box, then click Go: ~/Library/Application Support/Microsoft

Right click the Teams folder, then click Move to Trash.

Using Spotlight Search (accessed by clicking the magnifying glass on the macOS menu bar), enter “Keychain” and select Keychain Access. Search for Microsoft Teams keys in keychain. Within Keychain, search for “Microsoft Teams” to find the Microsoft Teams Identities Cache entry. Right (two finger) click this item and select the delete option, then close the Keychain Access app.

Restart your device and reopen Teams.

Charlotte van Veelen 0 Reputation points

2024-06-20T11:36:32.4266667+00:00

I did everything as listed above. I can now log in with my personal account. When I try to add a new account, the same issue arises. When I click my icon, a sign up screen quickly appears and disappears, that's it. Or I get a "a problem has occurred" + try again button, when I click this, Teams restarts and I'm at the sign in screen again..

Charlotte van Veelen 0 Reputation points

2024-06-21T14:03:06.4+00:00

Hi there. Also please find attached a screenshot of the error message I receive after clicking on my account numerous times when opening Teams. Maybe this clarifies anything?

By the way, I've deleted my other account (personal) so the two don't interfere anymore.

Charlotte van Veelen 0 Reputation points

2024-06-21T14:03:29.9666667+00:00

Robin Sheng-MSFT 865 Reputation points Microsoft Vendor

2024-06-26T06:23:43.8633333+00:00

Hi @Charlotte van Veelen

Currently, the Q&A forum only supports English. In order to help you solve problems better, please send posts in English. Could you please send the screenshot again? Thanks for your understanding and support.
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Cannot launch or log in to new Microsoft Teams app

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