We’re having trouble loading your messages. Try refreshing

Eidelberg, Yael 0 Reputation points
2026-11-03T15:30:16.5066667+00:00

Hi, I’m having an issue with Microsoft Teams where my messages/chats fail to load and I get the message: **“We’re having trouble loading your messages. Try refreshing.”**Refreshing doesn’t resolve the issue. Has anyone experienced this problem, and is there a known fix?

Microsoft Teams | Microsoft Teams for business | Other

2 answers

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  1. AI answer

    2026-11-03T15:31:19.81+00:00

    Test the affected chat in Teams on the web first; if it loads there, fully quit and reauthenticate the desktop app, while failure in both clients should be treated as a connectivity, account, chat-specific, or service-health issue.

    1. Determine whether the problem is client-specific

    Since Refresh has already failed, do not keep repeating it.

    1. Open Teams on the web and sign in with the same work or school account.
    2. Open the same affected chats.
    3. Interpret the result:
      • Chats load in the browser: the problem is isolated to the installed client.
      • Chats fail in both places: skip to the next section.

    Microsoft’s current guidance specifically recommends testing the web client when chats do not load.^1^

    If the browser works:

    1. Windows: Right-click the Teams icon in the taskbar notification area and select Quit.
      macOS: Press Option+Command+Esc, select Microsoft Teams, and choose Force Quit.
    2. Reopen Teams.
    3. If messages still do not load, select your profile picture → Sign out.
    4. Reopen Teams, authenticate again, and test the chat.^1^

    2. If Teams on the web also fails

    Check whether ordinary websites open over the same connection. If Teams starts working on a different network, ask IT to inspect the corporate firewall or proxy: Teams client connectivity depends on the required Microsoft 365 URLs, IP addresses, and ports being permitted.^2^

    Also verify that the web and desktop clients are signed into the same account and organization, especially if the account belongs to multiple tenants.

    3. Classify the scope

    • Only one group chat fails: Ask the Teams administrator to inspect that chat’s participants, particularly whether an account was removed, deleted, or left the organization. That is a documented chat-specific scenario for this exact error, but it does not explain failures across all chats.^3^
    • All chats fail for one user: Continue isolating the account, network, and installed client. Test the same account on another managed device if available.
    • Several users are affected: An administrator should open Microsoft 365 admin center → Health → Service health, select Microsoft Teams, and review active incidents or advisories. Service Support and Helpdesk administrators can view service health.^4^

    If no incident appears, the administrator can select Report an issue on the Service health page. For a persistent single-user problem that reproduces in both desktop and web clients, open a Microsoft 365 support case and include the affected account, approximate start time, affected chat scope, networks tested, and whether other users are affected.

    References

    1. My chat messages aren't loading in Microsoft Teams | Microsoft Support
    2. Troubleshoot connectivity issues with the Microsoft Teams client
    3. Receiving the error message in a group chat: "We’re having trouble ...
    4. How to check Microsoft 365 service health
    AI-generated content may be incorrect. Read our transparency notes for more information.

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  2. Lin V 1,965 Reputation points Independent Advisor
    2026-11-03T16:07:34.7933333+00:00

    Hi Yael,

    Based on your description, this issue may be caused by a problem with the local Teams client, corrupted cache files, or a temporary connectivity issue.

    To help isolate the cause, I would first recommend following the suggestions provided in the AI answer and testing the affected chats in Teams on the web if you are currently using the Teams desktop application. This can help determine whether the issue is specific to the local client.

    In addition, you can also try the following:

    1/ Clear the Teams cache

    For Windows:

    • Fully quit Microsoft Teams.
    • Press Windows + R.
    • Enter: 
    %userprofile%\appdata\local\Packages\MSTeams_8wekyb3d8bbwe\LocalCache\Microsoft\MSTeams
    • Delete the contents of the folder.
    • Restart Teams and sign in again.

    For macOS:

    • Quit Microsoft Teams completely.
    • In the Finder, open the /Applications/Utilities folder, and then double-click Terminal.
    • Enter the following commands, and press Return after each command:
    rm -rf ~/Library/Group Containers/UBF8T346G9.com.microsoft.teams
rm -rf ~/Library/Containers/com.microsoft.teams2

    2/ Repair or reset the Teams application (Windows)

    • Open Settings > Apps > Installed apps.
    • Locate Microsoft Teams.
    • Select Advanced options.
    • Choose Repair first and test Teams again.
    • If the issue persists, return to the same page and select Reset.
    • Sign back in and verify whether the issue is resolved. 3/ Uninstall and reinstall Microsoft Teams

    If the issue persists after the above steps, follow the steps in the articles below to uninstall and reinstall Teams.

    Uninstall Microsoft Teams

    Download Teams

    I hope this information is helpful. Let me know if you need further assistance.

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