Trouble shooting guide for Microsoft Teams - Psychoeducation Sessions

Different devices may display Teams features differently:

Mobile phones & tablets:

• Limited view of slides and chat.
• Harder to switch between chat and slides.
• Some buttons may be hidden in menus.

Laptops & desktops (recommended):

• Full access to chat, captions, and settings.
• Best experience for viewing slides and participating fully.

Troubleshooting:

If you cannot see the slides or something is not working:

Leave & rejoin the session: This often resolves display issues

Check teams for updates:

1. Open the Teams app.
2. Click your profile picture (top right).
3. Select Check for updates.
4. Teams will download and install updates automatically.
5. Restart Teams if prompted.

Keeping Teams updated helps prevent display and audio issues.

Microsoft also recommends clearing your Teams Desktop app cache

For Windows:

1. Close Microsoft Teams:
   • Right-click the Teams icon in the system tray (near the clock on your taskbar) and select Quit.
2. Open the File Explorer:
   • You can do this by pressing Win + E or by searching for "File Explorer" in the Start menu.
3. Navigate to the Teams Cache Folder:
   • In the File Explorer address bar, type or paste the following path, and press Enter: %appdata%\Microsoft\Teams
4. Delete Cache Files:
   • You will see several folders and files in the Teams directory. Delete all the contents of the following folders (you can select all files within each folder and delete them):
     • Cache
     • blob_storage
     • databases
     • GPUCache
     • IndexedDB
     • Local Storage
     • tmp
   • Optionally, you can delete all files and folders within the Teams directory except the Update.exe file.
5. Restart Microsoft Teams:
   • Open Microsoft Teams again. It will recreate the necessary cache files as needed.

For Mac:

1. Quit Microsoft Teams:
   • Right-click the Teams icon in the Dock and select Quit, or use Cmd + Q to close the application.
2. Open Finder:
   • In the Finder, click Go in the menu bar, then select Go to Folder....
3. Navigate to the Teams Cache Folder:
   • In the "Go to Folder" dialog, type or paste the following path, and press Enter:

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~/Library/Application Support/Microsoft/Teams

1. Delete Cache Files:
   • Delete the contents of the following folders:
     • Application Cache/Cache
     • blob_storage
     • Cache
     • databases
     • GPUCache
     • IndexedDB
     • Local Storage
     • tmp
2. Restart Microsoft Teams:
   • Reopen Microsoft Teams, and it will recreate the cache files as needed.

After clearing the cache, Teams may take a moment to reload your data as it rebuilds the necessary files. This should resolve any issues related to corrupted or outdated cache data.