Teams hanging on startup

Question

Good morning,

For the last few months at the company, I work for Teams keeps hanging/ getting stuck on the splash screen randomly on startup. This is happening to more and more staff as the weeks go by.

The issue stops if you clear the cache from the Roaming folder until the staff member shuts down/restarts their machine. The only workaround I've found that works is changing the Teams.exe to compatibility mode (Windows 8) which allows Teams to work but then other bugs occur. Like not being able to see who's online or who's calling you.

Looking at the log files there seems to be a common issue which is :

Mon Mar 01 2021 07:56:54 GMT+0000 (Greenwich Mean Time) <1244> -- error -- [DesktopConfig] Get SignedInActiveUser Undefined value: UserAccounts existed: true, accountType existed: false 

Mon Mar 01 2021 07:56:54 GMT+0000 (Greenwich Mean Time) <1244> -- error -- Can not get UserProfile for active signed in user 

Teams client is also on the latest version.

Has anyone seen this issue before or is having the same problem? Any help would be much appreciated.

Thank you.

Answer 1

Hello E199333,

Many thanks for your time and patience. Just received update from our consult team and they informed that as issue occurs on Windows 8, so suggest you to kindly change to other device like Win10, or upgrade his device to check the difference. This is require because Windows 8 not meets the Hardware requirement for Teams.

They have also checked the logs and informed that logs contains too much un-useful information and logs are from Jan month. To troubleshoot the issue, they request for the latest logs in latest Windows OS and before that request you to kindly clean all the cache files of Teams, then re-sign in to check if the issue disappears or not. If same issue persist, please provide us new Desktop logs/Debug logs, so they will analysis to check the issue.

Please follow the below steps to clear Teams cache:

1. Fully exit the Microsoft Teams desktop client. To do this, either right click Teams from the Icon Tray and select ‘Quit’, or run Task Manager and fully kill the process.
2. Go to File Explorer, and type in %appdata%\Microsoft\teams.
3. Once in the directory, you’ll see a few of the following folders:

• From within ‘Application Cache’, go to Cache and delete any of the files in the Cache location.: %appdata%\Microsoft\teams\application cache*cache*
• From within ‘Blob_storage’, delete any files that are located in here if any.: %appdata%\Microsoft\teams*blob*_storage
• From within ‘Cache’, delete all files.: %appdata%\Microsoft\teams*Cache*
• From within ‘databases’, delete all files.: %appdata%\Microsoft\teams*databases*
• From within ‘GPUCache’, delete all files.: %appdata%\Microsoft\teams*GPUcache*
• From within ‘IndexedDB’, delete the .db file.: %appdata%\Microsoft\teams*IndexedDB*
• From within ‘Local Storage’, delete all files. : %appdata%\Microsoft\teams*Local Storage*
• Lastly, from within ‘tmp’, delete any file. : %appdata%\Microsoft\teams*tmp*
• Once finally done clearing, you can now restart Teams from your local desktop and all cache will be cleared from the desktop app.

They also suggesting you to add following url into IE trusted sites.

• https://*.microsoft.com
• https://*.microsoftonline.com
• https://*.teams.skype.com
• https://*.teams.microsoft.com
• https://*.sfbassets.com
• https://*.skypeforbusiness.com

Thank you for your co-operation and for your time.

Regards,

Ankita Vaidya

Answer 2

Hello E199333,

Thanks for your post in Microsoft community.

To access Teams, we have to follow hardware requirement mention in our official article, so regarding your issue first of all suggesting you to please kindly check with one of the affected user that his/her PC meets with all hardware requirement mention in our official article here.

Many times, network also causing this type of issue, so suggest you to kindly connect one of the affected user’s PC with different open network and check if Teams client app connect correctly or not. Also please kindly make sure there is no firewall and antivirus blocking Teams.

Also in your network environment, please check Teams related all port and IP are open. For details, please see Microsoft Teams.

Besides the above, could you please let us know does Teams web app working fine? You may ask affected user to login Teams web app to see the difference. If its working fine, you can suggest them as a temporary workaround use Teams web app via Chrome browser.  

If still issue persist, request you to please provide us Teams Debug logs via Private Message, so we can help to check further. For your privacy, we will send you private message for collecting it

Thank you so much for your precious time and co-operation on this post.

Regards,

Ankita Vaidya

Answer 3

I have seen this issue as well, though so far only with a singular end user. The only workaround I've discovered (I have not yet tried those in the original post) is quitting Teams from the system tray while it's hung on the "Loading" screen. Once Teams fully closes, opening it back up has the splash screen make mention of encountering a glitch, and that it's fixing something... it then provides a screen for account selection, rather than trying to automatically grab the UserProfile itself - this allows login, until the next time the user quits and boots up Teams.

I'd be happy to get an answer or solution for this, as well!

Answer 4

Hello E199333,

Thanks for providing logs via private message. We are checking this issue with our consult team and they will help us to analysis the logs. Once we receive any update from them, we will posted here accordingly. At this point your time and patience will be highly appricated.

Thank you so much for your kind undesratdning and co-operation on this post.

Regards,

Ankita Vaidya

Answer 5

Hello Johnathon Smith,

Thanks for posting here. You may try to clear Teams cache by follow the below steps to see if it makes any difference.

Fully exit the Microsoft Teams desktop client. To do this, either right click Teams from the Icon Tray and select ‘Quit’, or run Task Manager and fully kill the process.

Go to File Explorer, and type in %appdata%\Microsoft\teams.

Once in the directory, you’ll see a few of the following folders:

From within ‘Application Cache’, go to Cache and delete any of the files in the Cache location.: %appdata%\Microsoft\teams\application cache*cache*

From within ‘Blob_storage’, delete any files that are located in here if any.: %appdata%\Microsoft\teams*blob*_storage

From within ‘Cache’, delete all files.: %appdata%\Microsoft\teams*Cache*

From within ‘databases’, delete all files.: %appdata%\Microsoft\teams*databases*

From within ‘GPUCache’, delete all files.: %appdata%\Microsoft\teams*GPUcache*

From within ‘IndexedDB’, delete the .db file.: %appdata%\Microsoft\teams*IndexedDB*

From within ‘Local Storage’, delete all files. : %appdata%\Microsoft\teams*Local Storage*

Lastly, from within ‘tmp’, delete any file. : %appdata%\Microsoft\teams*tmp*

Once finally done clearing, you can now restart Teams from your local desktop and all cache will be cleared from the desktop app.

If still issue persist and to avoid confusion on this post, we request you to please kindly post new thread on our community site, so we can help you to check issue individually. At this point your kind undesratdning and co-operation will be highly appricated.  

Thank you so much for your precious time.

Regards,

Ankita Vaidya