Software

Teams not loading messages, chats or images: how to fix it

Teams keeps loading, won’t show old messages, images or files? Here’s how to fix it: connection and VPN, the web version, signing out and in, clearing the new Teams cache and resetting the app.

By TECHNOARTH Editorial Team Published Sep 29, 2026 2 min read

Microsoft Teams opens but keeps loading, won’t show old messages, images or files, or chats appear blank? Most of the time the problem is the app’s local cache or the connection. Follow the steps in order.

In this article

Step 1: try the web version
Step 2: connection, VPN and service status
Step 3: sign out and back in
Step 4: clear the Teams cache
Step 5: repair or reset the app
FAQ

Step 1: try the web version

Open teams.microsoft.com in your browser and sign in with the same account.

It works on the web: the problem is the desktop app — go to step 3.
It doesn’t load on the web either: it’s the connection, account or a service issue — see step 2.

Step 2: connection, VPN and service status

Make sure your internet is stable — see connected, no internet.
Disconnect the VPN and test. Some corporate VPNs and proxies block parts of Teams (images and files come from SharePoint/OneDrive).
Check the computer’s date and time.
If several coworkers have the same problem at the same time, it may be a Microsoft service issue. IT can check Service health in the Microsoft 365 admin center.

Step 3: sign out and back in

Click your picture in the top-right corner › Sign out. Close Teams, open it again and sign in.

Step 4: clear the Teams cache

Close Teams completely (right-click its icon near the clock › Quit).
Press Windows + R, paste the path below and click OK:

Command

%localappdata%\Packages\MSTeams_8wekyb3d8bbwe\LocalCache\Microsoft\MSTeams

Run box with the new Teams cache folder path highlighted — With Teams closed, open the cache folder (1) and click OK (2). Delete the folder’s contents, not the folder itself.

Delete everything inside that folder and open Teams again. The first load takes a bit longer.

Step 5: repair or reset the app

Under Settings › Apps › Installed apps, click ⋯ next to Microsoft Teams › Advanced options. Try Repair first; if that doesn’t help, Reset.

Microsoft Teams advanced options with the Repair and Reset buttons highlighted — Start with Repair (1), which keeps your data. Use Reset (2) only if the problem continues.

FAQ

Only old messages don’t show up.

Scroll to the top to force them to load. If messages from months ago disappeared for everyone, your company may have a retention policy that deletes old conversations — check with IT.

Images and files won’t open, but messages do.

Teams files live in SharePoint/OneDrive. Try opening the file in the browser and check that you have permission in that team or chat.

Teams won’t even open.

See Teams won’t open or doesn’t detect microphone and camera.