What can we help you with?

Troubleshoot: Desktop app

 

Are you experiencing issues with monday.com? We know how frustrating it can be when you run into unexpected behavior. Read through the following options to find the support you need.

If you are experiencing an issue while using monday.com in the desktop app, please read on. Our support team has outlined a few simple steps for you to try.

If you are:

  • having trouble with the mobile app, please read this article.
  • using a web browser and a board or item will not load, check out this article.
  • experiencing an issue with integrations or automations, fill out our contact form.
  • using a web browser and experiencing any other issue, take a look at this article.

 

Step 1: Check if the issue is only on the desktop app

First, we need to isolate the issue. Try accessing monday.com through a web browser rather than the desktop app. We highly recommend using the latest version of Google Chrome to have the best experience when using monday.com. The platform also works well in the latest version of Firefox. If you prefer, you can use the latest version of Safari or Microsoft Edge also.

To make sure your browser is up-to-date, click here. If you are using an older version of your browser, it's likely that you will experience some technical troubles with monday.com even when switching from the desktop app to the browser.

It still isn't working in the browser. What now?

Check our status page for widespread issues. We recommend clicking "Subscribe to Updates" so if there is ever an outage in the future, you'll know as soon as we do!

Everything looks great in the browser! What about the app?

If, when logging in via a browser, everything looks good and is working properly, continue to troubleshoot the issue with the desktop app. Move on to Step 2.

 

Step 2: Reset your login

On the desktop app, try logging out of your monday.com account and then logging back in with the same email and password.

If the issue persists, move on to Step 3.

 

Step 3: Update the app

To make sure the app you're using is up-to-date, please try completely uninstalling the app and reinstalling the app. Reinstalling the app will assure that you're using the latest version of the desktop app. The latest version is always the best version!

If the issue persists, move on to Step 4.

 

Step 4: Check your speed

The next step is to check your internet speed. To check your internet speed, visit a speedtest website and click "Go". You're looking to see what your download speed is.

For the best experience, we recommend a download speed of at least 5 MBPS.

If your download speed is 5 MBPS or above and you're still experiencing issues with the desktop app, move on to Step 5.

 

Step 5: Restart

This is the final check before reaching out to us. Exit the desktop app and restart your computer or device. Then load up the app again and give it a try!

If it still doesn't work, proceed to Step 6.

 

Step 6: Record your screen

Still not working? Don't worry! We've got you covered.

A screen recording is the most helpful tool for troubleshooting. Show us the issue and describe any important details about the behavior. Please also give us a full description of the workflow you have set up. We suggest using loom.com to record for free! 

In your message to us, let us know that you read this article and tried the above steps, include the link to your loom video, and the following details:

  • Does this happen only to you or does it happen to other users on the account as well?
  • When did this issue start? (Please be as specific as possible!)
  • In the case that we need to escalate this issue to our developers, do you provide consent that the developer can log into your account on your behalf to troubleshoot this bug?
  • The board and item ID. To send us the board and item ID, click on one of the items experiencing the issue and copy the URL. Paste the URL into your message to us. This string will contain the board ID and item ID.
    • Note: We can not access the board or your account with this link. Instead, this link will be used by our developers to check the logs.
  • It would be extremely helpful if you could provide us with a screenshot of the console. This will help us and our developers to recognize any errors occurring on the backend. To learn how to access the console, check out the instructions here: How to Access the Console

When you've compiled your message, send it our way. Having this information in our first interaction will ensure that we reach a speedy resolution.

 

Note: If you choose to send us a screen recording, you will be giving our support team and developers the ability to "see" your account. The screen recording will be used solely for the purpose of troubleshooting, but please be sure not to include any sensitive information.

 

We look forward to helping you!

 

 

If you have any questions, please reach out to our team by using our contact form. We're available 24/7 and happy to help!

Have more questions? Submit a request