Help - Teams just keeps restarting when trying launch

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Highlighted
Occasional Contributor

Hi,

 

I have a key stakeholder trying to use teams and we can't get it run on his laptop. We've been promoting teams for over a month. Now after getting access and 2 days of looking on here and uninstalling/reinstalling, deleting C:\users\USERNAME\Appdata local and roaming teams folders etc still no luck.

 

Here is an extract from the log file (Where I noticed some errors);

 

Mon Jun 25 2018 09:10:42 GMT+0100 (GMT Daylight Time) <6056> -- info -- WER settings: enabled=true, showUI=true, corporateServer=false, additionalData=true, queueEnabled=true, forceQueue=false
Mon Jun 25 2018 09:10:42 GMT+0100 (GMT Daylight Time) <6056> -- info -- Starting app Teams, version 1.1.00.16255, reason crash
Mon Jun 25 2018 09:10:42 GMT+0100 (GMT Daylight Time) <6056> -- event -- name: desktop_app_start, appStartReason: crash, 
Mon Jun 25 2018 09:10:42 GMT+0100 (GMT Daylight Time) <6056> -- info -- App locale is en-US
Mon Jun 25 2018 09:10:42 GMT+0100 (GMT Daylight Time) <6056> -- info -- Locale file read successful
Mon Jun 25 2018 09:10:42 GMT+0100 (GMT Daylight Time) <6056> -- info -- Locale file for default resources read successful
Mon Jun 25 2018 09:10:42 GMT+0100 (GMT Daylight Time) <6056> -- info -- Set launch time
Mon Jun 25 2018 09:10:42 GMT+0100 (GMT Daylight Time) <6056> -- event -- name: is_aero_glass_enabled, data: {"isAeroGlassEnabled":true}, 
Mon Jun 25 2018 09:10:42 GMT+0100 (GMT Daylight Time) <6056> -- info -- Anon access enabled
Mon Jun 25 2018 09:10:42 GMT+0100 (GMT Daylight Time) <6056> -- info -- Retrieved post restart command undefined, undefined
Mon Jun 25 2018 09:10:42 GMT+0100 (GMT Daylight Time) <6056> -- info -- Guest Access Enabled. envSetting:true, appConfig:true
Mon Jun 25 2018 09:10:42 GMT+0100 (GMT Daylight Time) <6056> -- info -- SSO status: isSsoEnabled: true, enableSsoSetting: true, appConfig: true, disableSsoCommandLine: false
Mon Jun 25 2018 09:10:42 GMT+0100 (GMT Daylight Time) <6056> -- event -- name: desktop_previous_renderer_crashed, crashSession: 877029d5-68d8-dfb1-f9a0-921fa3ab3b01, crashDesktopSession: desktop-c3086c12-0a3d-4f84-b24a-9df725448db4, type: renderer, crashId: , appRuntime: 16.87, appSessionEnd: false, activities: desktop_settings_initialize,machine_activity_check_initialized,desktop_previous_renderer_crashed,desktop_notification_window_initialized,desktop_renderer_preload,desktop_win_sso,desktop_renderer_preload,desktop_init_spellchecker,desktop_enable_spellchecker,desktop_app_start, timeSinceActivity: 9.819, appStates: Started,SSOStart,SSOSuccess,SSOSuccess,Initialized,RendererCrashed,Quitting,Restarting, timeSinceAppState: 3.2960000038146973, webAppStates: Unloaded,IndexInitialize,IndexAppCacheUpdateNotReady,IndexJsLoaded,IndexHtmlLoaded,Inactive, timeSinceWebAppState: 9.948999881744385, diagnosticEvents: ua:desktop_settings_initialize,ua:machine_activity_check_initialized,as:Started,ua:desktop_previous_renderer_crashed,ua:desktop_notification_window_initialized,ua:desktop_renderer_preload,ua:desktop_win_sso,as:SSOStart,as:SSOSuccess,as:SSOSuccess,wa:Unloaded,ua:desktop_renderer_preload,ua:desktop_init_spellchecker,ua:desktop_enable_spellchecker,wa:IndexInitialize,wa:IndexAppCacheUpdateNotReady,wa:IndexJsLoaded,wa:IndexHtmlLoaded,wa:Inactive,ua:desktop_app_start,as:Initialized,as:RendererCrashed, timeSinceLastDiagnosticEvent: -1, timeSinceSecondLastDiagnosticEvent: -1, 
Mon Jun 25 2018 09:10:42 GMT+0100 (GMT Daylight Time) <6056> -- warning -- Previous renderer crashed with session id of 877029d5-68d8-dfb1-f9a0-921fa3ab3b01 and desktop session id of desktop-c3086c12-0a3d-4f84-b24a-9df725448db4
Mon Jun 25 2018 09:10:42 GMT+0100 (GMT Daylight Time) <6056> -- event -- status: success, scenario: e39f51fb-08c2-4423-88d0-b9c6dbd97dd5, scenarioName: desktop_previous_renderer_crashed, name: desktop_previous_renderer_crashed, step: start, sequence: 0, delta: 0, scenarioDelta: 0, elapsed: 703, Scenario.Name: desktop_previous_renderer_crashed, Scenario.Step: start, Scenario.Status: success, 
Mon Jun 25 2018 09:10:42 GMT+0100 (GMT Daylight Time) <6056> -- event -- status: success, scenario: e39f51fb-08c2-4423-88d0-b9c6dbd97dd5, scenarioName: desktop_previous_renderer_crashed, name: desktop_previous_renderer_crashed, step: stop, sequence: 1, delta: 0, scenarioDelta: 0, elapsed: 703, Scenario.Name: desktop_previous_renderer_crashed, Scenario.Step: stop, Scenario.Status: success, 
Mon Jun 25 2018 09:10:42 GMT+0100 (GMT Daylight Time) <6056> -- info -- Adding previous crashes info...
Mon Jun 25 2018 09:10:42 GMT+0100 (GMT Daylight Time) <6056> -- info -- Will save previous crash info
Mon Jun 25 2018 09:10:42 GMT+0100 (GMT Daylight Time) <6056> -- info -- Cleared renderer crash info
Mon Jun 25 2018 09:10:42 GMT+0100 (GMT Daylight Time) <6056> -- info -- handleStartupEvent with non-squirrel command
Mon Jun 25 2018 09:10:42 GMT+0100 (GMT Daylight Time) <6056> -- info -- Command Line State - Unknown
Mon Jun 25 2018 09:10:42 GMT+0100 (GMT Daylight Time) <6056> -- event -- name: desktop_recovery_show, 
Mon Jun 25 2018 09:10:42 GMT+0100 (GMT Daylight Time) <6056> -- event -- status: success, scenario: 4045b2d1-42ee-4c8f-bdc8-d5ce7abe1940, scenarioName: desktop_recovery_show, name: desktop_recovery_show, step: start, sequence: 0, delta: 0, scenarioDelta: 0, elapsed: 734, Scenario.Name: desktop_recovery_show, Scenario.Step: start, Scenario.Status: success, 
Mon Jun 25 2018 09:10:42 GMT+0100 (GMT Daylight Time) <6056> -- event -- status: success, scenario: 4045b2d1-42ee-4c8f-bdc8-d5ce7abe1940, scenarioName: desktop_recovery_show, name: desktop_recovery_show, step: stop, sequence: 1, delta: 0, scenarioDelta: 0, elapsed: 734, Scenario.Name: desktop_recovery_show, Scenario.Step: stop, Scenario.Status: success, 
Mon Jun 25 2018 09:10:42 GMT+0100 (GMT Daylight Time) <6056> -- event -- status: success, scenario: e180a579-3767-4fc8-862a-1a74222f432b, scenarioName: desktop_notification_window_initialized, name: desktop_notification_window_initialized, step: start, sequence: 0, delta: 0, scenarioDelta: 0, elapsed: 859, Scenario.Name: desktop_notification_window_initialized, Scenario.Step: start, Scenario.Status: success, 
Mon Jun 25 2018 09:10:42 GMT+0100 (GMT Daylight Time) <6056> -- info -- notification manager: OS notification duration set to 5
Mon Jun 25 2018 09:10:42 GMT+0100 (GMT Daylight Time) <6056> -- error -- getInstallOrUpdateTime failed
Mon Jun 25 2018 09:10:43 GMT+0100 (GMT Daylight Time) <6056> -- info -- notification manager: dom-ready event received

 

Any help greatly appreciated!

 

Thanks,

 

J

10 Replies
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I think I've bumped into this before. Right click on the team's icon on the dock log out and log back in and reopen it and it should work.
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@Chad Hudson wrote:
I think I've bumped into this before. Right click on the team's icon on the dock log out and log back in and reopen it and it should work.

Thanks - afraid that didn't work :(

 

Any other ideas. Should note I also tried the user account on a different laptop and it worked just fine. And likewise, tried my account on the non-working device and experienced the same symptoms.

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@John McBride Unfortunately, not that I can think of - you have done everything I usually do when it breaks. Clearing the AppData folder fixes 95% of the issues with Teams, uninstalling/reinstalling, logging out/back-in clears-up the other 5%.


Since it is working on the other machine and neither account is working on his, I wonder if it is a firewall or something blocking it? It does usually ask 'allow/disallow' on Teams when you start it the first time. That would be the only other possibility I can think of, especially since neither account works. 

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thanks @Chad Hudson firewall is off for the domain network. so not that either. You do see the content of the default team and chat history for about 1/2 a second before it goes white and crashes...

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You're welcome, sorry I don't have a better answer. Maybe, antivirus? There really can't be much else blocking it that I can think of.
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this is pretty odd. I'd try a few things, try running the app as administrator, right click in start menu run as admin.

Also maybe even try logging into the machine as another user, and loading Teams. Eliminate profile issues.
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Tried everything above guys, thanks.

 

Think I need to log with Microsoft - question, how do I raise a support ticket with them?

 

Thanks,

 

J

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You will need to have administrator rights on the office365 tenant to create a ticket.
this can be done by the admin portal.
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thanks @Erwin Bierens I'll do that this afternoon.

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@John McBride, I know this is an old thread, but just in case someone is checking this out.

I was able to fix this several times by running the MS Office uninstall support tool and then reboot.  It removed all traces of 365 and I was able to reload no issues. 

https://support.office.com/en-us/article/uninstall-office-from-a-pc-9dd49b83-264a-477a-8fcc-2fdf5dbf...