Use this when a browser app fails to load, loops during sign-in, shows a blank page, or behaves differently across browsers.
At a glance
- Use this when: Anyone having trouble with Microsoft 365 web apps, Chrome, or another browser-based work tool.
- Typical time: 5-10 minutes
- Priority signal: Normal unless the app is business-critical or blocks work.
Quick checks
- Copy the link and test it in a private/incognito window.
- Sign out and sign back in.
- Update Chrome or the browser you are using.
- Try another browser if available.
- Check whether the issue happens on another network.
Steps to try
- Confirm whether the issue follows the browser, device, or account.
- If incognito works, clear site data for the affected site.
- Disable extensions temporarily if the issue only happens in a normal browser window.
- Capture the URL and exact error text.
- Submit a ticket if the issue continues after browser isolation checks.
Submit a ticket when
- The site fails in multiple browsers.
- The issue appears account-specific.
- You cannot access a business-critical app or file.
- You see a repeatable error message.
Include this in your ticket
- URL or app name.
- Browser name and whether incognito/private mode works.
- Screenshot or exact error text.
- Whether one page/file or the full app is affected.
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