Identify the failing layer
Does the application launch? Can it reach the network? Does sign-in succeed? Can you open the correct workspace? Write down the first point of failure. That distinction keeps you from reinstalling when the real problem is an expired invitation or a service restriction.
Check updates safely
Use the provider’s update mechanism or your organization’s managed software process. An update may require a restart. If a device is controlled by IT, avoid installing another copy from an outside source, which can leave competing versions on the machine.
Capture useful evidence
Note the app version, operating system, error text, time, and whether colleagues have the same issue. Redact private messages and tokens from screenshots or logs. If the problem persists, send the concise sequence to the appropriate support contact.
Build a useful failure timeline
Write down when the issue began and what changed just before it: an app update, password change, network switch, or new device policy. Compare the result with another approved device only if your organization permits it. One successful comparison can narrow the problem, but it does not establish the cause. Avoid uninstalling until you understand whether local data or managed settings would be affected.
Choose the next step
| Situation | What to check |
|---|---|
| Only one device fails | Record its OS, app version, and exact symptom. |
| Only one account fails | Check membership, identity, and recent role changes. |
| Several people fail at once | Report the shared start time and affected service. |
A practical checklist
- Record the first failing step.
- Check the network and signed-in account.
- Update through the approved channel.
- Share redacted details with support.