Monday September 5, 2022

Incident

Windows Store app users may experience an error when launching Slack

Issue summary:
On September 1st, 2022 from around 6:28 am to September 7th, 2022 around 3:00 pm PDT, some users on the Slack desktop app version 4.28.171 installed via the Windows Store were receiving an error when attempting to connect to Slack.

We determined the cached information typically used to launch the app became corrupted, and subsequently caused the app to not load through a network request, prompting an error instead of re-trying the connection. We then launched a fix that allowed the app to re-attempt a network request, which solved the issue.

3:09 PM PST

We’ve released a fix and all impacted users are up and running once again. Thank you for your patience while we sorted this out.

11:10 AM PST

To clear the "Slack cannot connect" message, users should try clearing cache by going to "Help" > "Troubleshooting" > "Clear Cache and Restart".

If the issue persists after or if you're unable to open the desktop app, please uninstall the Windows Store version and reinstall the Direct Download version by following these instructions:

1. Quit Slack (Ctrl + Q) and make sure there are no Slack.exe or Update.exe processes running in Task Manager.
2. On Windows 10, open the Start menu and head to Settings > Apps & features. Find Slack in the list that appears and click the option to Uninstall.
3. Open a Run dialog (Windows Key + R).
4. Enter the following path: C:\Users\%USERNAME%\AppData\Local\Packages\91750D7E.Slack_8she8kybcnzg4\LocalCache\Roaming
5. Delete the Slack folder from the directory that launches.
6. Reinstall Slack from our website: https://slack.com/downloads/windows

12:01 PM PST

Users on the Windows Store desktop app version 4.28.171 may still be experiencing issues with the app not opening and receiving a connection error message stating -2:ERR_FAILED or "Slack cannot connect".

We're actively looking into this, and we'll post updates as soon as we have more information. In the meantime, you may access Slack via browser at https://my.slack.com, or via mobile.

If you need help to determine which version you are on, click the ☰ three lines icon in the top left of the Slack app > Help > About Slack.

7:21 AM PST

Users on the Windows Store desktop app version 4.28.171 may experience issues with the app not opening and receive a connection error message stating -2:ERR_FAILED or Slack cannot connect. To determine which version you are on, click the ☰ three lines icon in the top left of the Slack app > Help > About Slack.

We’re actively looking into this, and we’ll report back as more information becomes available. In the meantime, you may access Slack via browser at https://my.slack.com, or via mobile.

8:09 AM PST

Services affected

Connections

Status

Incident