Troubleshoot: We ran into a problem getting your chats and channels

Hi @Leung Anson, 

Thank you for reaching out to the Microsoft Q&A forum and letting us know about the issue you've been experiencing with Microsoft Teams. I understand how important it is to stay connected with your chats and channels, especially when this has been ongoing for a week. I’d be happy to guide you through the process. 

Based on the error message you’re seeing: “We ran into a problem getting your chats and channels”, and the steps you've already taken (installing and uninstalling the app). To better understand your setup and provide the most accurate guidance, could you please confirm the following: 

1. What type of Microsoft 365 account are you using? 

• Personal (e.g., @outlook.com, @hotmail.com) 
• Work or school account provided by your organization 

2. Is the issue happening across multiple devices, or is it limited to just one? 
3. Have you attempted to log in using a different computer or network environment? 
4. Which version of the Microsoft Teams desktop application is currently installed? 
5. Can you confirm whether the affected user is assigned the appropriate Teams policies within the Microsoft 365 Admin Center? 
6. Has the correct license been successfully applied to the user’s account? 

These details will help ensure the solution fits your environment. 

In the meantime, here are some workarounds you can try: 

1/ You can try to clear the Teams Cache 

This helps refresh the app without affecting your data. 

1. Close Microsoft Teams completely. 
2. Press Command + Q on your keyboard. 
3. Type the following and press Enter:   

• rm -rf ~/Library/Group Containers/UBF8T346G9.com.microsoft.teams 
• rm -rf ~/Library/Containers/com.microsoft.teams2 

4. Delete the contents of these folders (if they exist):  
   • cache 
   • blob_storage 
   • databases 
   • GPUCache 
   • IndexedDB 
   • Local Storage 
   • tmp 
5. Restart Microsoft Teams and sign in again. 

2/ Try the Web Version 

To check if the issue is specific to the desktop app: 

• Open a private/incognito browser window. 
• Go to teams.microsoft.com and sign in. 

If the web version works, the issue may be isolated to the desktop app. 

3/ Then check for Updates 

Make sure Teams is up to date: 

• Open Teams. 
• Click your profile picture (top right). 
• Select Check for updates. 

4/ A stable connection is essential. If possible, try switching to a wired connection or a different network to rule out connectivity issues. 

5/ If these steps don't resolve the issue, I recommend reaching out to support engineer for further personalized assistance - Get support - Microsoft 365 admin | Microsoft Learn  

Engaging with Microsoft Support will allow you to work with agents who can provide live assistance and escalate the issue to specialized teams if needed. They also have the ability to perform deeper backend analysis and offer targeted solutions that go beyond what we can provide here in the forum. 

Note: We appreciate your understanding regarding the scope of support available through this forum. As moderators, our role is to provide general guidance and assist with common troubleshooting steps. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues, but we’ll continue doing our best to support you within the scope of our responsibilities.    

I hope the information provided proves useful. Please proceed with the outlined steps and let me know whether they resolve the issue. If not, I’ll be glad to continue working with you to find a solution.   

Thank you for your patience and understanding throughout this process. Should you have any questions or need further assistance, feel free to reach out at any time.  

I look forward to hearing from you. 

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment”.     

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread. 

Hi @Leung Anson, 

I hope the information I shared earlier was at least somewhat helpful in addressing your issue. If the previous methods haven’t been effective, please feel free to let me know. I’d be happy to explore the issue more deeply with you so we can work together toward a better solution. 

If you found the answer helpful, we kindly invite you to mark it as the accepted answer. Once marked, it will automatically be pinned to the top. Since many other users also search for information in this community, your valuable contribution will help them easily find the right channel and useful insights more quickly. 

Thank you very much, and I wish you a great day.