Resolving "Having Trouble Logging In?" Message in Mattermost Desktop App

Summary: This article outlines the cause and solution for the recurring "Having trouble logging in? Try opening Mattermost in a browser" message that may appear when launching the Mattermost desktop app.

Issue Description

When launching the Mattermost desktop app, you may encounter the following message:

"Having trouble logging in? Try opening Mattermost in a browser."

In some cases, the browser version may also launch simultaneously, displaying the same message. This behavior can persist each time the app is launched.

Affected Versions

• Mattermost Desktop App Version: v5.9.0 or higher (confirmed in v5.9.2)

• Mattermost Server Version: v9.5.11

• Operating System: Windows 10 Pro (22H2)

Cause

This issue may occur due to incomplete session data or stale cache within the Mattermost desktop app.

Solution

The issue can often be resolved with a simple device restart. Follow these steps:

1. Close the Mattermost desktop app.

2. Restart your computer.

3. Reopen the Mattermost desktop app.

If the issue persists, try the following additional steps:

Workaround

1. Clear Desktop App Cache:

   • Close the Mattermost desktop app.

   • Navigate to the following directory on your computer:

     C:\Users\<YourUsername>\AppData\Roaming\Mattermost
     

   • Delete the contents of the Cache folder.

   • Relaunch the Mattermost desktop app.

2. Check Desktop App Logs:

   • If the issue continues, collect the desktop app logs for further investigation:

     • Go to the three-dot menu in the app and select Help > Show Logs.

     • Alternatively, you can find the logs in the following directory:

     C:\Users\<YourUsername>\AppData\Roaming\Mattermost\logs
     

   • Provide these logs when contacting Mattermost Support for additional troubleshooting.

Contact Support

If the issue persists after following these steps, please contact Mattermost Support with the following information:

• A description of the issue and the steps taken to resolve it.

• Desktop app logs captured during the issue.

• Confirmation if other users in your organization are facing the same problem.