Knowledgebase: Microsoft Teams
Teams - Troubleshooting
Updated: 14 September 2020 01:57 PM

Below are some troubleshooting tips for Microsoft Teams.

Download and install the Teams application
Make sure you are signed in
Features are missing – Quit and relaunch
Presenter's shared screen is distorted (macOS Catalina)
Presenter's screen says "Can't display content"
I can't share my screen (macOS Catalina)
Clear the Teams application cache
More Resources

 

Download and install the Teams application

The browser version of Teams is great but for the best experience, download and install the Teams application

Make sure you are signed in

Some features may not appear if you are signed in as a guest. Make sure you are signed in to Teams with your OCADU credentials.

Features are missing – Quit and relaunch

99 times out of 100, quitting and relaunching Teams can solve user issues. In macOS click Microsoft Teams and choose Quit. In Windows, right-click Teams in the task bar and choose Quit. After that, relaunch Teams.

Presenter's shared screen is distorted (macOS Catalina)

Teams may show distorted video on macOS Catalina. This was a bug that was addressed in updates. Make sure you are running macOS Catalina 10.15.6. To check for macOS updates, click the Apple Menu and select System Preferences. Click on the Software Update icon.

Presenter's screen says "Can't display content"

In this case, try the web browser version of Teams. Access it by going to 365.ocadu.ca and clicking the Teams icon.

 

I can't share my screen (macOS Catalina)

Make sure the Screen Recording permission for Teams is enabled.

  1. Click the Apple Menu and select System Preferences.
  2. Click Security & Privacy.
  3. Click the Privacy tab.
  4. Scroll to Screen Recording and enable the Microsoft Teams checkbox. If the option is greyed out, unlock the panel by clicking the lock at the bottom left and authenticating with your local administrator username and password.

Clear the Teams application cache

Some issues can be resolved by deleting the Teams application cache. 

Windows

  1. Quit Teams.
  2. In the File Explorer Address Bar, enter %appdata%/Microsoft/teams and press Return. This will open the Teams cache folder.



  3. Delete all of the files in the following folders:
    • Application Cache
    • Blob_storage
    • Cache
    • Databases
    • GPUCache
    • IndexedDB
    • Local Storage
    • tmp
  4. Restart your computer and relaunch Teams.

macOS

  1. Quit Teams.
  2. Delete all of the files in the following folders:
    • /Users/<your_username>/Library/Application Support/Microsoft/Teams/Application Cache/Cache
    • /Users/<your_username>/Library/Application Support/Microsoft/Teams/blob_storage
    • /Users/<your_username>/Library/Application Support/Microsoft/Teams/Cache
    • /Users/<your_username>/Library/Application Support/Microsoft/Teams/databases
    • /Users/<your_username>/Library/Application Support/Microsoft/Teams/GPUCache
    • /Users/<your_username>/Library/Application Support/Microsoft/Teams/IndexedDB
    • /Users/<your_username>/Library/Application Support/Microsoft/Teams/Local Storage
    • /Users/<your_username>/Library/Application Support/Microsoft/Teams/tmp
  3. Restart Teams.

 

More Resources

Teams troubleshooting at Microsoft.com
Virtual Meeting Tips