Troubleshoot connection issues

Having some trouble connecting to Slack? Learn more about connection issues and how to troubleshoot. If you need a hand along the way, we’re here to help. 👋 

Are you an IT or network admin? Learn more about how to manage connection issues for your network.


An overview of connection issues

Errors you may come across

Depending on what’s preventing Slack from connecting or loading, you’ll see one of the four errors below:

⚠️Connectivity failure
Learn how to troubleshoot.SSB_FAIL.png
⚠️Loading problems
Learn how to troubleshoot.LOAD_FAIL.png

⚠️Server error
Learn how to troubleshoot.
SERVER_FAIL.png

⚠️Web page issue
Learn how to troubleshoot.CSS_FAIL.png


What causes connection issues? 

There are a number of factors that can affect connectivity, but these are the most common ones we hear about:

  • Antivirus software or security settings
  • An outdated version of the Slack desktop app
  • Outdated web browsers, plugins or extensions
  • Outages or disruptions with third-party services
  • An error with app storage or Slack servers


Connectivity failure

When you first launch Slack, the app will try to connect to slack.com. If this connection fails, there could be a problem with your internet connection. Follow the steps below to troubleshoot.

Step 1: Check your internet connection

  1. Open a web page other than Slack. (This will help you verify whether the issue you’re experiencing is specific to the Slack app.)
  2. If the web page doesn’t load, reset your internet connection and try loading Slack again. 


Step 2: Run the Slack connection test

  1. Visit slack.com/help/test to check your connection to Slack.
  2. If there are any errors, contact your network administrator or internet service provider.


Loading problems

If Slack is having trouble loading, something (such as a firewall or an outdated plugin) could be blocking or slowing your connection. Another possibility is that an issue on Slack’s end may have occurred when the app tried to load.

Step 1: Clear your cache 

Desktop

Browser

  1. Click Help in your computer’s menu bar.
  2. Select Troubleshooting.
  3. Click Clear cache and restart.

Clear your web browser’s cache. These steps will vary depending on which browser you’re using. We recommend using guidelines developed by your browser’s creator.


Step 2: Reload Slack

  1. Make sure you have the app open.
  2. Use R on Mac or CtrlR on Windows or Linux.


Step 3: Run the Slack connection test

  1. Visit slack.com/help/test to check your connection to Slack.
  2. Contact a network administrator if there are any errors.


Step 4: Collect and send us your net logs

Collect your net logs from Slack, then send them to us. The procedure to collect net logs will vary depending on whether you use the desktop app or Slack in your browser.

Desktop

Browser

  1. Click Help in your computer’s menu bar.
  2. Select Troubleshooting, then Restart and collect net logs.
  3. Once the app has restarted, reproduce the issue.
  4. Quit and restart Slack again.
  5. Send us an email via feedback@slack.com with the net log file. (The name of the file will start with net-log.)

Google Chrome

  1. Open Google Chrome and go to the following link: chrome://net-export/
  2. Click Start Logging to Disk
  3. Save the file as slackNetlog.
  4. Open your Slack workspace in a new tab in Chrome.
  5. Let Slack fail to load, then switch back to the net-export tab.
  6. Click Stop Logging.
  7. Send us an email via feedback@slack.com with the slackNetlog file.


Firefox, Internet Explorer, Edge or Safari

If you’re using a browser other than Chrome, write us and we’ll help you troubleshoot further. 


Server error

An error with Slack’s server is preventing the app from connecting and loading successfully. Here’s what to do if you’re seeing the error above:

Step 1: Reload Slack

  1. Make sure you have the app open.
  2. Use R on Mac or CtrlR on Windows or Linux.


Step 2: Contact us

If the reload didn’t solve things, get in touch with us. There may be something at our end that needs fixing. You can also visit our status site to see if there are any issues that we’re currently working on resolving.


Web page issue

Our web app uses several web technologies. If an error occurs with one of these components, the app may display incorrectly. A simple reload should fix things: 

Step 1: Reload Slack

  1. Make sure you have the app open.
  2. Use R on Mac or CtrlR on Windows or Linux.


Step 2: Collect and send us your net logs

If reloading Slack didn’t resolve your display issue, collect your net logs and send them to us. The procedure to collect net logs will vary depending on whether you use the desktop app or Slack in your browser.

Desktop

Browser

  1. Click Help in your computer’s menu bar.
  2. Select Troubleshooting, then Restart and collect net logs.
  3. Once the app has restarted, reproduce the issue.
  4. Quit and restart Slack again.
  5. Email us the net log file. (The name of the file will start with net-log.)

Google Chrome

  1. Open Google Chrome and go to the following link: chrome://net-export/
  2. Click Start Logging to Disk
  3. Save the file as slackNetlog.
  4. Open your Slack workspace in a new tab in Chrome.
  5. Let Slack fail to load, then switch back to the net-export tab.
  6. Click Stop Logging.
  7. Send us an email via feedback@slack.com with the slackNetlog file.


Firefox, Internet Explorer, Edge or Safari

If you’re using a browser other than Chrome, write us and we’ll help you troubleshoot further. 

Note: Still seeing a display issue? Write to us so we can help.

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