---
schema_version: "1"
id: 62989ad82b7c45cb8f511d20a6d9614cb7674c1581b9de0d3cc3bf89e15a532a
title: Chatter Desktop Troubleshooting Tips
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/experience/264-0-0/collab_desktop_troubleshooting.md
canonical_url: https://help.salesforce.com/s/articleView?id=experience.collab_desktop_troubleshooting.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 7a88f29590a7334f30fc45f9d3e24d19f9ee6ac6dc9b0c653863146249c2a0d1
description: Find solutions for troubleshooting Chatter Desktop.
products:
  - Experiences
release: "264"
---
# Chatter Desktop Troubleshooting Tips

Find solutions for troubleshooting Chatter Desktop.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Group</strong>, <strong>Enterprise</strong>, <strong>Professional</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, <strong>Contact Manager</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table>

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-experience-collaboration-264-0-0-production-enus/1aab5b5e-c990-4b8c-840a-6fb18af49709/images/icon_important.png)

Important Chatter Desktop was retired in June 2018. For more information, see [Chatter Desktop Retirement](https://help.salesforce.com/articleView?id=000267581&type=1&language=en_US).

Chatter Desktop uses Adobe® Integrated Runtime (AIR®). This table describes solutions to common AIR-related issues. For more information, consult the Adobe® knowledge base.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
          <colgroup>
            <col style="width:20.24291497975709%">
            <col style="width:79.75708502024293%">
          </colgroup>
          <thead class="slds-text-title_caps ">
            <tr class="">
              <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d61420e86">Problem</th>
              <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d61420e88">Solution</th>
            </tr>
          </thead>
          <tbody>
            <tr class="">
              <td data-label="Problem" class="slds-cell-wrap" style="vertical-align:top;" headers="d61420e86 ">The Chatter Desktop installation fails </td>
              <td data-label="Solution" class="slds-cell-wrap" style="vertical-align:top;" headers="d61420e88 ">
                <p>Delete the Shared Local Object (SLO) and Encrypted Local Store (ELS) directories and
                  reinstall Chatter Desktop. </p>
                <div>
                  <p>The SLO stores persistent information, like last screen
                    position and size, and is on these paths for these operating systems:</p>
                  <ul>
                    <li><strong>Mac OS:</strong><samp class="filepath"> /[USER]/Library/Preferences/sfdc-desktop*</samp></li>
                    <li>
                      <p><strong>Windows Vista, Windows 7, Windows 8.x:</strong><samp class="filepath">
                          C:\Users\[USER]\AppData\Roaming\sfdc-desktop*</samp></p>
                    </li>
                    <li><strong>Windows XP:</strong><samp class="filepath">C:\Documents and Settings\[USER]\Application
                        Data\sfdc-desktop*</samp></li>
                  </ul>
                </div>
                <div>
                  <p>The ELS stores the Oauth2.0 identities for users and is at</p>
                  <ul>
                    <li><strong>Mac OS:</strong><samp class="filepath">/[USER]/Library/Application
                        Support/Adobe/AIR/ELS/sfdc-desktop*</samp></li>
                    <li>
                      <p><strong>Windows Vista, Windows 7, Windows
                          8.x:</strong><samp class="filepath">C:\Users\[USER]\AppData\Roaming\Adobe\AIR\ELS\sfdc-desktop*</samp></p>
                    </li>
                    <li><strong>Windows XP:</strong><samp class="filepath">C:\Documents and Settings\[USER]\Application
                        Data\Adobe\AIR\ELS\sfdc-desktop*</samp></li>
                  </ul>
                </div>
              </td>
            </tr>
            <tr class="">
              <td data-label="Problem" class="slds-cell-wrap" style="vertical-align:top;" headers="d61420e86 ">Chatter Desktop on Linux freezes, presents an empty window, doesn’t save your
                password, or malfunctions in another way</td>
              <td data-label="Solution" class="slds-cell-wrap" style="vertical-align:top;" headers="d61420e88 ">
                <p>If you’re using the managed installation, verify</p>
                <ul>
                  <li>The <samp class="filepath">.chatterdesktop</samp> file is well-formed and contains valid XML </li>
                  <li>The URLs in the <samp class="filepath">.chatterdesktop</samp> file are valid, and each URL
                    begins with <samp class="filepath">https://</samp> and ends with
                    <samp class="filepath">salesforce.com</samp>
                  </li>
                </ul>
                <p style="margin-bottom:0;">Also troubleshoot your Encrypted Local Storage (ELS) keystore. For more information,
                  see <a href="http://kb2.adobe.com/cps/492/cpsid_49267.html" target="_blank"><samp class="filepath">http://kb2.adobe.com/cps/492/cpsid_49267.html</samp></a></p>
              </td>
            </tr>
            <tr class="">
              <td data-label="Problem" class="slds-cell-wrap" style="vertical-align:top;" headers="d61420e86 ">Chatter Desktop doesn’t preview PDF files</td>
              <td data-label="Solution" class="slds-cell-wrap" style="vertical-align:top;" headers="d61420e88 ">Chatter Desktop uses Adobe® Acrobat® Reader to preview PDF files. Before
                you preview files with Chatter Desktop, download Adobe Acrobat from <a href="http://www.adobe.com/products/acrobat/readstep2.html" target="_blank">Adobe's website</a>, install it, and open it at least once to
                complete the installation.</td>
            </tr>
            <tr class="">
              <td data-label="Problem" class="slds-cell-wrap" style="vertical-align:top;" headers="d61420e86 ">Photos with comments don’t refresh</td>
              <td data-label="Solution" class="slds-cell-wrap" style="vertical-align:top;" headers="d61420e88 ">Click the sync icon.</td>
            </tr>
          </tbody>
        </table>

#### See Also

- [Configure Chatter Desktop](https://help.salesforce.com/s/articleView?id=experience.collab_desktop_configuring.htm&release=264.0.0&type=5 "Chatter Desktop was retired in June 2018.")