SOLVED

We are sorry run into an issue in MS Teams

%3CLINGO-SUB%20id%3D%22lingo-sub-1507829%22%20slang%3D%22en-US%22%3EWe%20are%20sorry%20run%20into%20an%20issue%20in%20MS%20Teams%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-1507829%22%20slang%3D%22en-US%22%3EHi%20guys%2C%3CBR%20%2F%3E%3CBR%20%2F%3EFrequently%20our%20team%20is%20experiencing%20this%20issue%2C%20we%20tried%20to%20clear%20the%20caches%20and%20credentials%20nothing%20helps.%20We%20have%20to%20reinstall%20the%20teams%20everytime%20to%20clear%20this%20issue.%20Any%20ideas%20about%20this%2C%20pour%20your%20suggestions.%3CBR%20%2F%3E%3CBR%20%2F%3EAppreciate%20your%20help!%3CBR%20%2F%3E%3CBR%20%2F%3ERegards%2C%3CBR%20%2F%3EPooja%3C%2FLINGO-BODY%3E%3CLINGO-LABS%20id%3D%22lingo-labs-1507829%22%20slang%3D%22en-US%22%3E%3CLINGO-LABEL%3EMicrosoft%20Teams%3C%2FLINGO-LABEL%3E%3C%2FLINGO-LABS%3E%3CLINGO-SUB%20id%3D%22lingo-sub-1507963%22%20slang%3D%22en-US%22%3ERe%3A%20We%20are%20sorry%20run%20into%20an%20issue%20in%20MS%20Teams%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-1507963%22%20slang%3D%22en-US%22%3ECan%20you%20describe%20the%20error%20a%20little%20bit%20more%3F%20How%20many%20clients%20are%20we%20talking%20about%3F%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-1508430%22%20slang%3D%22en-US%22%3ERe%3A%20We%20are%20sorry%20run%20into%20an%20issue%20in%20MS%20Teams%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-1508430%22%20slang%3D%22en-US%22%3EHi%20Adam%2C%3CBR%20%2F%3E%3CBR%20%2F%3EI%20have%20given%20the%20sample%20error%20image%20below%3CBR%20%2F%3E%3CA%20href%3D%22https%3A%2F%2Fimages.app.goo.gl%2Fh9CATKrbHna9Pres7%22%20target%3D%22_blank%22%20rel%3D%22nofollow%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%22%3Ehttps%3A%2F%2Fimages.app.goo.gl%2Fh9CATKrbHna9Pres7%3C%2FA%3E%3CBR%20%2F%3EFor%20past%202%20days%2C%20nearly%2015%20plus%20clients%20faced%20this%20issue.%20Whenever%20we%20tried%20to%20open%20Ms%20team%2C%20error%20page%20is%20coming%20as%20%22we%20are%20sorry%20run%20into%20an%20issue%2C%20try%20to%20restart%20or%20sign%20out%22.%20Restart%20not%20helps%20again%20same%20error%20came%2C%20sign%20out%20option%20is%20not%20at%20all%20clicking%20one.%20So%20can't%20able%20to%20do%20anything.%3CBR%20%2F%3E%3CBR%20%2F%3ERegards%2C%3CBR%20%2F%3EPooja%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-1509253%22%20slang%3D%22en-US%22%3ERe%3A%20We%20are%20sorry%20run%20into%20an%20issue%20in%20MS%20Teams%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-1509253%22%20slang%3D%22en-US%22%3E%3CP%3E%3CA%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F714668%22%20target%3D%22_blank%22%3E%40Pooja_gopinath%3C%2FA%3E%26nbsp%3B%2C%26nbsp%3B%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3E%3CSPAN%20class%3D%22%22%3EFully%20exit%20the%20Microsoft%20Teams%20desktop%20client.%20To%20do%20this%2C%20either%20right%20click%20Teams%20from%20the%20Icon%20Tray%20and%20select%20%E2%80%98Quit%E2%80%99%2C%20or%20run%20Task%20Manager%20and%20fully%20kill%20the%20process.%3C%2FSPAN%3E%3C%2FP%3E%3CP%3E%3CSPAN%3E%26nbsp%3B%3C%2FSPAN%3E%3C%2FP%3E%3CP%3E%3CSPAN%3EGo%20to%20File%20Explorer%2C%20and%20type%20in%20%25appdata%25%5CMicrosoft%5Cteams%3C%2FSPAN%3E%3C%2FP%3E%3CP%3E%3CSPAN%3E%26nbsp%3B%3C%2FSPAN%3E%3C%2FP%3E%3CP%3E%3CSPAN%3EOnce%20in%20the%20directory%2C%20you%E2%80%99ll%20see%20a%20few%20of%20the%20following%20folders%3A%3C%2FSPAN%3E%3C%2FP%3E%3CP%3E%3CSPAN%3E%26nbsp%3B%3C%2FSPAN%3E%3C%2FP%3E%3CP%3E%3CSPAN%3EFrom%20%E2%80%98Application%20Cache%E2%80%99%2C%20go%20to%20Cache%20and%20delete%20any%20of%20the%20files%20in%20the%20Cache%20location.%20%E2%80%9C%25appdata%25%5CMicrosoft%5Cteams%5Capplication%20cache%5Ccache%E2%80%9D%3C%2FSPAN%3E%3C%2FP%3E%3CP%3E%3CSPAN%3E%26nbsp%3B%3C%2FSPAN%3E%3C%2FP%3E%3CP%3E%3CSPAN%3E-%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%3C%2FSPAN%3E%3CSPAN%3EFrom%20%E2%80%98Blob_storage%E2%80%99%2C%20delete%20any%20files%20that%20are%20located%20in%20here%20if%20any.%20%E2%80%9C%25appdata%25%5CMicrosoft%5Cteams%5Cblob_storage%E2%80%9D%3C%2FSPAN%3E%3C%2FP%3E%3CP%3E%3CSPAN%3E%26nbsp%3B%3C%2FSPAN%3E%3C%2FP%3E%3CP%3E%3CSPAN%3E-%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%3C%2FSPAN%3E%3CSPAN%3EWithin%20%E2%80%98Cache%E2%80%99%2C%20delete%20all%20files%20%E2%80%9C%25appdata%25%5CMicrosoft%5Cteams%5CCache%E2%80%9D%3C%2FSPAN%3E%3C%2FP%3E%3CP%3E%3CSPAN%3E%26nbsp%3B%3C%2FSPAN%3E%3C%2FP%3E%3CP%3E%3CSPAN%3E-%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%3C%2FSPAN%3E%3CSPAN%3EWithin%20%E2%80%98databases%E2%80%99%2C%20delete%20all%20files%20%E2%80%9C%25appdata%25%5CMicrosoft%5Cteams%5Cdatabases%E2%80%9D%3C%2FSPAN%3E%3C%2FP%3E%3CP%3E%3CSPAN%3E%26nbsp%3B%3C%2FSPAN%3E%3C%2FP%3E%3CP%3E%3CSPAN%3E-%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%3C%2FSPAN%3E%3CSPAN%3EWithin%20%E2%80%98GPUCache%E2%80%99%2C%20delete%20all%20files%20%E2%80%9C%25appdata%25%5CMicrosoft%5Cteams%5CGPUcache%E2%80%9D%3C%2FSPAN%3E%3C%2FP%3E%3CP%3E%3CSPAN%3E%26nbsp%3B%3C%2FSPAN%3E%3C%2FP%3E%3CP%3E%3CSPAN%3E-%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%3C%2FSPAN%3E%3CSPAN%3EWithin%20%E2%80%98IndexedDB%E2%80%99%2C%20delete%20the%20.db%20file%20%E2%80%9C%25appdata%25%5CMicrosoft%5Cteams%5CIndexedDB%E2%80%9D%3C%2FSPAN%3E%3C%2FP%3E%3CP%3E%3CSPAN%3E%26nbsp%3B%3C%2FSPAN%3E%3C%2FP%3E%3CP%3E%3CSPAN%3E-%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%3C%2FSPAN%3E%3CSPAN%3EWithin%20%E2%80%98Local%20Storage%E2%80%99%2C%20delete%20all%20files%20%E2%80%9C%25appdata%25%5CMicrosoft%5Cteams%5CLocal%20Storage%E2%80%9D%3C%2FSPAN%3E%3C%2FP%3E%3CP%3E%3CSPAN%3E%26nbsp%3B%3C%2FSPAN%3E%3C%2FP%3E%3CP%3E%3CSPAN%3E-%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%26nbsp%3B%3C%2FSPAN%3E%3CSPAN%3ELastly%2C%20from%20%E2%80%98tmp%E2%80%99%2C%20delete%20any%20file%20%E2%80%9C%25appdata%25%5CMicrosoft%5Cteams%5Ctmp%E2%80%9D%3C%2FSPAN%3E%3C%2FP%3E%3CP%3E%3CSPAN%3E%26nbsp%3B%3C%2FSPAN%3E%3C%2FP%3E%3CP%3E%3CSPAN%3EOnce%20finally%20done%20clearing%2C%20you%20can%20now%20restart%20Teams%20from%20your%20local%20desktop%20and%20check%20if%20the%20issue%20disappears.%3C%2FSPAN%3E%3C%2FP%3E%3CP%3E%3CSPAN%3E%26nbsp%3B%3C%2FSPAN%3E%3C%2FP%3E%3CP%3E%3CSPAN%3EAlso%2C%26nbsp%3B%3C%2FSPAN%3E%3CSPAN%3E%26nbsp%3B%3C%2FSPAN%3E%3CSPAN%3EDoes%20this%20issue%20is%20also%20happened%20in%20MS%20Teams%20web%20client%3F%3C%2FSPAN%3E%3C%2FP%3E%3CP%3E%3CSPAN%3E%26nbsp%3B%3C%2FSPAN%3E%3C%2FP%3E%3CP%3E%3CSPAN%3EWhich%20version%20of%20Teams%20your%20are%20using%20%3F%3C%2FSPAN%3E%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-1509616%22%20slang%3D%22en-US%22%3ERe%3A%20We%20are%20sorry%20run%20into%20an%20issue%20in%20MS%20Teams%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-1509616%22%20slang%3D%22en-US%22%3EHi%20%40limson_louise%3CBR%20%2F%3E%3CBR%20%2F%3EThanks%20for%20the%20help!%3CBR%20%2F%3EPreviously%20we%20have%20followed%20the%20steps%20you%20have%20mentioned%2C%20it%20worked.%20But%20for%20past%20few%20days%20this%20method%20is%20not%20working.%3CBR%20%2F%3EWeb%20client%20of%20teams%20is%20absolutely%20working%20good.%20Problem%20is%20with%20desktop%20app.%20I%20am%20unaware%20about%20the%20version%20as%20app%20is%20not%20opened%20itself%2C%20I%20can't%20able%20to%20check%20the%20version.%3CBR%20%2F%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-1509829%22%20slang%3D%22en-US%22%3ERe%3A%20We%20are%20sorry%20run%20into%20an%20issue%20in%20MS%20Teams%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-1509829%22%20slang%3D%22en-US%22%3E%3CP%3E%3CA%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F714668%22%20target%3D%22_blank%22%3E%40Pooja_gopinath%3C%2FA%3E%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3ETo%20know%20Teams%20version%26nbsp%3B%3C%2FP%3E%3CP%3Egoto%26nbsp%3B%20%25appdata%25%5CMicrosoft%5CTeams%20-%20open%20logs.txt%20file%20and%20search%20for%20%22Version%22%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3ELatest%20available%20version%20is%201.3.00.15561%3C%2FP%3E%3CP%3EAlso%20please%20the%20confirm%20operating%20system%20and%20platform(laptop%2Fdesktop%2Fvirtual%20environment)%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3C%2FLINGO-BODY%3E
Highlighted
Occasional Contributor
Hi guys,

Frequently our team is experiencing this issue, we tried to clear the caches and credentials nothing helps. We have to reinstall the teams everytime to clear this issue. Any ideas about this, pour your suggestions.

Appreciate your help!

Regards,
Pooja
5 Replies
Highlighted
Can you describe the error a little bit more? How many clients are we talking about?
Highlighted
Hi Adam,

I have given the sample error image below
https://images.app.goo.gl/h9CATKrbHna9Pres7
For past 2 days, nearly 15 plus clients faced this issue. Whenever we tried to open Ms team, error page is coming as "we are sorry run into an issue, try to restart or sign out". Restart not helps again same error came, sign out option is not at all clicking one. So can't able to do anything.

Regards,
Pooja
Highlighted
Best Response confirmed by ThereseSolimeno (Microsoft)
Solution

@Pooja_gopinath , 

 

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 ‘Application Cache’, go to Cache and delete any of the files in the Cache location. “%appdata%\Microsoft\teams\application cache\cache”

 

-         From ‘Blob_storage’, delete any files that are located in here if any. “%appdata%\Microsoft\teams\blob_storage”

 

-         Within ‘Cache’, delete all files “%appdata%\Microsoft\teams\Cache”

 

-         Within ‘databases’, delete all files “%appdata%\Microsoft\teams\databases”

 

-         Within ‘GPUCache’, delete all files “%appdata%\Microsoft\teams\GPUcache”

 

-         Within ‘IndexedDB’, delete the .db file “%appdata%\Microsoft\teams\IndexedDB”

 

-         Within ‘Local Storage’, delete all files “%appdata%\Microsoft\teams\Local Storage”

 

-         Lastly, from ‘tmp’, delete any file “%appdata%\Microsoft\teams\tmp”

 

Once finally done clearing, you can now restart Teams from your local desktop and check if the issue disappears.

 

Also,  Does this issue is also happened in MS Teams web client?

 

Which version of Teams your are using ?

 

 

Highlighted
Hi @limson_louise

Thanks for the help!
Previously we have followed the steps you have mentioned, it worked. But for past few days this method is not working.
Web client of teams is absolutely working good. Problem is with desktop app. I am unaware about the version as app is not opened itself, I can't able to check the version.
Highlighted

@Pooja_gopinath

 

To know Teams version 

goto  %appdata%\Microsoft\Teams - open logs.txt file and search for "Version"

 

Latest available version is 1.3.00.15561

Also please the confirm operating system and platform(laptop/desktop/virtual environment)