Resolve issues when starting the new Teams app
Symptoms
When you turn on the Try the new Teams toggle in classic Microsoft Teams, the new Teams app doesn't start. Instead, a banner appears and displays the following error message:
Something went wrong.
If you check the log file for classic Teams, the following error is logged:
message: Launch api returns false, code: 11, apiCode: undefined, extendedErrorCode: 0, launchStatus: failed, status: failure, scenario: <scenarioGUID>, scenarioName: launch_pear_app, name: launch_pear_app
Cause
This issue might occur for any of the following reasons:
- The Cookies and Cache shell folders point to a reparse point.
- The TEMP or TMP environment variables point to a reparse point.
- Some directories in the AppData folder are changed to function as reparse points.
- The AppData folder contains invalid files that have the same name as the required system folders.
- The AllowAllTrustedApps policy setting prevents new Teams from starting.
Resolution
In order to apply the appropriate resolution for this issue, you have to perform multiple checks to determine the cause of the issue. There are two options to run all the necessary diagnostic checks. Use the option that you prefer.
Option 1: Run a script
The TeamsLaunchCheck.ps1 PowerShell script automates all the checks that you have to run.
The TeamsLaunchCheck.ps1 script
# $erroractionpreference="stop"
$list = @(
"$env:APPDATA",
"$env:APPDATA\Microsoft",
"$env:APPDATA\Microsoft\Crypto",
"$env:APPDATA\Microsoft\Internet Explorer",
"$env:APPDATA\Microsoft\Internet Explorer\UserData",
"$env:APPDATA\Microsoft\Internet Explorer\UserData\Low",
"$env:APPDATA\Microsoft\Spelling",
"$env:APPDATA\Microsoft\SystemCertificates",
"$env:APPDATA\Microsoft\Windows",
"$env:APPDATA\Microsoft\Windows\Libraries",
"$env:APPDATA\Microsoft\Windows\Recent",
"$env:LOCALAPPDATA",
"$env:LOCALAPPDATA\Microsoft",
"$env:LOCALAPPDATA\Microsoft\Windows",
"$env:LOCALAPPDATA\Microsoft\Windows\Explorer",
"$env:LOCALAPPDATA\Microsoft\Windows\History",
"$env:LOCALAPPDATA\Microsoft\Windows\History\Low",
"$env:LOCALAPPDATA\Microsoft\Windows\History\Low\History.IE5",
"$env:LOCALAPPDATA\Microsoft\Windows\IECompatCache",
"$env:LOCALAPPDATA\Microsoft\Windows\IECompatCache\Low",
"$env:LOCALAPPDATA\Microsoft\Windows\IECompatUaCache",
"$env:LOCALAPPDATA\Microsoft\Windows\IECompatUaCache\Low",
"$env:LOCALAPPDATA\Microsoft\Windows\INetCache",
"$env:LOCALAPPDATA\Microsoft\Windows\INetCookies",
"$env:LOCALAPPDATA\Microsoft\Windows\INetCookies\DNTException",
"$env:LOCALAPPDATA\Microsoft\Windows\INetCookies\DNTException\Low",
"$env:LOCALAPPDATA\Microsoft\Windows\INetCookies\Low",
"$env:LOCALAPPDATA\Microsoft\Windows\INetCookies\PrivacIE",
"$env:LOCALAPPDATA\Microsoft\Windows\INetCookies\PrivacIE\Low",
"$env:LOCALAPPDATA\Microsoft\Windows\PPBCompatCache",
"$env:LOCALAPPDATA\Microsoft\Windows\PPBCompatCache\Low",
"$env:LOCALAPPDATA\Microsoft\Windows\PPBCompatUaCache",
"$env:LOCALAPPDATA\Microsoft\Windows\PPBCompatUaCache\Low",
"$env:LOCALAPPDATA\Microsoft\WindowsApps",
"$env:LOCALAPPDATA\Packages",
"$env:LOCALAPPDATA\Publishers",
"$env:LOCALAPPDATA\Publishers\8wekyb3d8bbwe",
"$env:LOCALAPPDATA\Temp",
"$env:USERPROFILE\AppData\LocalLow",
"$env:USERPROFILE\AppData\LocalLow\Microsoft",
"$env:USERPROFILE\AppData\LocalLow\Microsoft\Internet Explorer",
"$env:USERPROFILE\AppData\LocalLow\Microsoft\Internet Explorer\DOMStore",
"$env:USERPROFILE\AppData\LocalLow\Microsoft\Internet Explorer\EdpDomStore",
"$env:USERPROFILE\AppData\LocalLow\Microsoft\Internet Explorer\EmieSiteList",
"$env:USERPROFILE\AppData\LocalLow\Microsoft\Internet Explorer\EmieUserList",
"$env:USERPROFILE\AppData\LocalLow\Microsoft\Internet Explorer\IEFlipAheadCache"
)
$ver = Get-ItemProperty -Path 'HKLM:\SOFTWARE\Microsoft\Windows NT\CurrentVersion\'
$script:osVersion = $ver.DisplayVersion
if($script:osVersion -eq "") {
$script:osVersion = $ver.ReleaseId
}
$script:osBuild = (Get-WmiObject -Class Win32_OperatingSystem).Version
$script:osUBR= [int]$ver.UBR
$script:osFullBuild = [version]"$script:osBuild.$script:osUBR"
$script:osProductName = $ver.ProductName
function ValidateShellFolders
{
$shellFolders = @(
"Cookies",
"Cache"
)
$shellPaths = @{}
$path = "HKCU:\SOFTWARE\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders"
$keys = Get-Item $path
$props = Get-ItemProperty $path
($keys).Property | %{
$shellPaths[$_] = $props."$_"
$str = $props."$_"
$str += "`t: " + $_
echo $str
}
foreach($shellFolder in $shellFolders)
{
$shellPath = $shellPaths[$shellFolder]
if(PathContainsReparsePoint($shellPath))
{
Write-Warning "$($shellFolder) User Shell Folder path $shellPath contains a reparse point."
}
else
{
Write-Host "$($shellFolder) User Shell Folder path $shellPath is not a reparse point" -ForegroundColor Green
}
}
}
function ValidateEnvironmentVars
{
$temps = (gci env:* | ?{@("TEMP", "TMP").Contains($_.Name)})
foreach($temp in $temps)
{
if(IsReparsePoint($temp.Value))
{
Write-Warning "$($temp.Name): $($temp.Value) is a reparse point"
}
else
{
Write-Host "$($temp.Name): $($temp.Value) is not a reparse point" -ForegroundColor Green
}
}
}
function ValidatePaths($list)
{
Foreach ($path in $list)
{
if (Test-Path -Path $path)
{
if (Test-Path -Path $path -PathType Container)
{
Write-Host "Folder: $path" -ForegroundColor Green
}
else
{
Write-Warning "FILE: $path"
}
}
else
{
Write-Host "MISSING: $path" -ForegroundColor Green
}
}
}
function IsReparsePoint([string]$path)
{
$props = Get-ItemProperty -Path $path -ErrorAction SilentlyContinue
if($props.Attributes -match 'ReparsePoint')
{
return $true
}
return $false
}
function PathContainsReparsePoint($path, $trace = $false)
{
$badPaths = 0
$result = ""
$left = $path
for($i=0;$i -lt 10; $i++)
{
if ([string]::IsNullOrEmpty($left))
{
break;
};
if(IsReparsePoint($left))
{
$result = "Y" + $result
$badPaths++
}
else{
$result = "N" + $result
}
$left=Split-Path $left
}
if($trace)
{
if ($result.Contains("Y"))
{
Write-Warning "$result $path contains a reparse point"
}
else
{
Write-Host "$result $path" -ForegroundColor Green
}
}
return $badPaths -gt 0
}
function ValidateAppXPolicies()
{
$osPatchThresholds = @{
"10.0.19044" = 4046 #Win 10 21H2
"10.0.19045" = 3636 #Win 10 22H2
"10.0.22000" = 2777 #Win 11 21H2
"10.0.22621" = 2506 #Win 11 22H2
}
$minPatchVersion = [version]"10.0.19044"
$maxPatchVersion = [version]"10.0.22621"
if($script:osFullBuild -lt $minPatchVersion)
{
if(-Not (HasAllowAllTrustedAppsKeyEnabled))
{
Write-Warning "AllowAllTrustedApps is not enabled and OS version is too low to get the AllowAllTrustedApps patch."
}
else
{
Write-Host "The OS version is too low to get the AllowAllTrustedApps patch, but AllowAllTrustedApps is a supported value" -ForegroundColor Green
}
}
elseif($script:osFullBuild -le $maxPatchVersion)
{
$targetUBR = $osPatchThresholds[$script:osBuild]
if($script:osUBR -lt $targetUBR)
{
if(-Not (HasAllowAllTrustedAppsKeyEnabled))
{
$recommendedVersion = [version]"$script:osBuild.$targetUBR"
Write-Warning "AllowAllTrustedApps is not enabled and your version of Windows does not contain a required patch to support this.`nEither update your version of Windows to be greater than $recommendedVersion, or enable AllowAllTrustedApps"
}
else
{
Write-Host "OS version is missing the AllowAllTrustedApps patch, but AllowAllTrustedApps is a supported value" -ForegroundColor Green
}
}
else
{
Write-Host "OS version has the AllowAllTrustedApps patch" -ForegroundColor Green
}
}
else
{
Write-Host "OS version is high enough that AllowAllTrustedApps should not be an issue" -ForegroundColor Green
}
}
function HasAllowAllTrustedAppsKeyEnabled
{
$hasKey = $false;
$appXKeys = @("HKLM:\Software\Microsoft\Windows\CurrentVersion\AppModelUnlock", "HKLM:\Software\Policies\Microsoft\Windows\Appx")
foreach ($key in $appXKeys)
{
try
{
$value = Get-ItemPropertyValue -Path $key -Name "AllowAllTrustedApps"
echo "$key AllowAllTrustedApps = $value"
if ($value -ne 0)
{
$hasKey = $true
break;
}
}
catch
{
echo "Missing AllowAllTrustedApps key at $key"
}
}
return $hasKey
}
echo "$script:osProductName Version $script:osVersion, Build $script:osFullBuild"
echo ""
echo "# Checking for reparse points in user shell folders"
ValidateShellFolders
echo ""
echo "# Checking for reparse points in temp/tmp environment variables"
ValidateEnvironmentVars
echo ""
echo "# Checking for reparse points in appdata"
foreach ($path in $list)
{
$result = PathContainsReparsePoint $path $true
}
echo ""
echo "# Checking for unexpected files in appdata"
ValidatePaths($list)
echo ""
echo "# Checking if AllowAllTrustedApps is valid"
ValidateAppXPolicies
Pause
Option 2: Perform the checks manually
Important
This section, method, or task contains steps that tell you how to modify the registry. However, serious problems might occur if you modify the registry incorrectly. Therefore, make sure that you follow these steps carefully. For added protection, back up the registry before you modify it. Then, you can restore the registry if a problem occurs.
Check whether the Cookies and Cache shell folders point to a location that is a reparse point:
Run the following PowerShell commands:
(gp ([environment]::getfolderpath("Cookies"))).Attributes -match 'ReparsePoint' (gp ([environment]::getfolderpath("InternetCache"))).Attributes -match 'ReparsePoint'If both commands return False, go to step 2. Otherwise, open the Registry Editor and locate the following subkey:
Computer\HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\User Shell FoldersFor the shell folder that's returned as True in the PowerShell command, update the value of its associated registry entry to a location that isn't a reparse point. For example, you can set the value to the default path:
Registry entry Value Cookies %USERPROFILE%\AppData\Local\Microsoft\Windows\INetCookiesCache %USERPROFILE%\AppData\Local\Microsoft\Windows\INetCacheCheck whether the values of the TEMP or TMP environment variables are set to a reparse point:
Run the following PowerShell command:
gci env:* | ?{@("TEMP", "TMP").Contains($_.Name)} | %{$_.Value+" - "+((gp $_.Value).Attributes -match 'ReparsePoint')}If the command returns False, go to step 3. Otherwise, set the value of the environment variables to a location that isn't a reparse point.
Check whether any of the following directories in the AppData folder are changed to function as reparse points:
- %USERPROFILE%\AppData\Local
- %USERPROFILE%\AppData\Local\Microsoft
- %USERPROFILE%\AppData\Local\Microsoft\Windows
- %USERPROFILE%\AppData\Local\Microsoft\Windows\Explorer
- %USERPROFILE%\AppData\Local\Microsoft\Windows\History
- %USERPROFILE%\AppData\Local\Microsoft\Windows\History\Low
- %USERPROFILE%\AppData\Local\Microsoft\Windows\History\Low\History.IE5
- %USERPROFILE%\AppData\Local\Microsoft\Windows\IECompatCache
- %USERPROFILE%\AppData\Local\Microsoft\Windows\IECompatCache\Low
- %USERPROFILE%\AppData\Local\Microsoft\Windows\IECompatUaCache
- %USERPROFILE%\AppData\Local\Microsoft\Windows\IECompatUaCache\Low
- %USERPROFILE%\AppData\Local\Microsoft\Windows\INetCache
- %USERPROFILE%\AppData\Local\Microsoft\Windows\INetCookies
- %USERPROFILE%\AppData\Local\Microsoft\Windows\INetCookies\DNTException
- %USERPROFILE%\AppData\Local\Microsoft\Windows\INetCookies\DNTException\Low
- %USERPROFILE%\AppData\Local\Microsoft\Windows\INetCookies\Low
- %USERPROFILE%\AppData\Local\Microsoft\Windows\INetCookies\PrivacIE
- %USERPROFILE%\AppData\Local\Microsoft\Windows\INetCookies\PrivacIE\Low
- %USERPROFILE%\AppData\Local\Microsoft\Windows\PPBCompatCache
- %USERPROFILE%\AppData\Local\Microsoft\Windows\PPBCompatCache\Low
- %USERPROFILE%\AppData\Local\Microsoft\Windows\PPBCompatUaCache
- %USERPROFILE%\AppData\Local\Microsoft\Windows\PPBCompatUaCache\Low
- %USERPROFILE%\AppData\Local\Microsoft\WindowsApps
- %USERPROFILE%\AppData\Local\Packages
- %USERPROFILE%\AppData\Local\Packages\VirtualizationTests.Main_8wekyb3d8bbwe\LocalCache
- %USERPROFILE%\AppData\Local\Publishers
- %USERPROFILE%\AppData\Local\Publishers\8wekyb3d8bbwe
- %USERPROFILE%\AppData\Local\Temp
- %USERPROFILE%\AppData\LocalLow
- %USERPROFILE%\AppData\LocalLow\Microsoft
- %USERPROFILE%\AppData\LocalLow\Microsoft\Internet Explorer
- %USERPROFILE%\AppData\LocalLow\Microsoft\Internet Explorer\DOMStore
- %USERPROFILE%\AppData\LocalLow\Microsoft\Internet Explorer\EdpDomStore
- %USERPROFILE%\AppData\LocalLow\Microsoft\Internet Explorer\EmieSiteList
- %USERPROFILE%\AppData\LocalLow\Microsoft\Internet Explorer\EmieUserList
- %USERPROFILE%\AppData\LocalLow\Microsoft\Internet Explorer\IEFlipAheadCache
- %USERPROFILE%\AppData\Roaming
- %USERPROFILE%\AppData\Roaming\Microsoft
- %USERPROFILE%\AppData\Roaming\Microsoft\Crypto
- %USERPROFILE%\AppData\Roaming\Microsoft\Internet Explorer
- %USERPROFILE%\AppData\Roaming\Microsoft\Internet Explorer\UserData
- %USERPROFILE%\AppData\Roaming\Microsoft\Internet Explorer\UserData\Low
- %USERPROFILE%\AppData\Roaming\Microsoft\Spelling
- %USERPROFILE%\AppData\Roaming\Microsoft\SystemCertificates
- %USERPROFILE%\AppData\Roaming\Microsoft\Windows
- %USERPROFILE%\AppData\Roaming\Microsoft\Windows\Libraries
- %USERPROFILE%\AppData\Roaming\Microsoft\Windows\Recent
If any of the folders are reparse points, contact Microsoft Support.
Check for files that have the same name as a required system folder in the AppData folder. For example, a file that's named Libraries in the path, %AppData%\Microsoft\Windows\Libraries, has the same name as a folder that has the same path. For each folder that's listed in step 3, run the following PowerShell command:
Test-Path -Path <directory name, such as $env:USERPROFILE\AppData\Local\Temp> -PathType LeafIf the command returns True, remove the file, and then create a folder by using the same name as the complete path for the system folder.
Check the AllowAllTrustedApps policy setting:
Open a Command Prompt window, and then run the
winvercommand.Compare your Windows version and build number in the results to the following versions of Windows 11 and Windows 10:
- Windows 11 version 21H2 OS build 22000.2777
- Windows 11 version 22H2 OS build 22621.2506
- Windows 11 version 23H2 OS build 22631.2428
- Windows 10 version 21H2 OS build 19044.4046
- Windows 10 version 22H2 OS build 19045.3636
If your Windows version and build number are earlier than those in the list, open Registry Editor, and then locate the AllowAllTrustedApps registry entry under one of the following subkeys:
Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\AppModelUnlockComputer\HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows\Appx
Check the value of AllowAllTrustedApps. If the value is 0, the policy is disabled. Change it to 1 to enable the policy, and then start new Teams again.
Note: To start new Teams without enabling the AllowAllTrustedApps policy, you must be running one of the versions of Windows that are listed in step 5b.
If the issue persists, update the system to Windows 11, version 22H2, OS build 22621.2506 or a later version.
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