If Aircall Workspace fails to load, shows a "Something went wrong" error screen, opens to a blank white window, or keeps misbehaving after you've already tried reloading and reinstalling, the app's locally stored data is most likely the cause. This article explains how to clear it completely on Windows and macOS.

The steps don't depend on how the app was installed. Whether you used the standard installer (.exe on Windows, .dmg on macOS) or the IT-managed installer (.msi on Windows, .pkg on macOS), your app data is stored in your own user account in exactly the same place. If your computer is managed by your employer, see If your computer is managed by your IT team below.

Tip: Try the simpler method first. In most cases you can clear the cache from inside the app in a few clicks, without any of the steps below. Please see How to clear your Aircall Workspace cache. Only use this article if the app won't open far enough to reach that menu, or if clearing from inside the app didn't resolve the problem.

Symptoms this can resolve

  • A "Something went wrong" screen, where clicking Reload returns you to the same error every time.
  • A blank or white window on launch.
  • The app loads but a section of it is permanently broken or blank.
  • Any of the above continues after you've uninstalled and reinstalled the app.
Note: If instead you're seeing an installer error on Windows such as "Error launching installer" or "Failed to uninstall the old application files: 2", that's a different problem with a different fix. Please see How to fix Aircall Workspace update, uninstall, or install errors on Windows.

Why this happens

To keep startup fast, Aircall Workspace stores a local copy of parts of the app on your computer and refreshes that copy in the background as new versions are released. This is standard behavior for desktop applications, and it works without you noticing almost all of the time.

Occasionally the local copy and the current version of the app get out of step. This can happen if the app is closed partway through an update, if a connection drops mid-refresh, or if security software on the computer holds a file open while it's being replaced. When that happens, the app can no longer find something it expects from its stored copy, so it stops loading and shows the error screen instead. Reloading doesn't help, because each attempt reads the same out-of-date local copy.

Why reinstalling doesn't fix it. Your app data is deliberately stored separately from the app's program files, so that reinstalling or updating doesn't sign you out or lose your settings. The installer never touches it. This is normally exactly what you want, but it also means an uninstall and reinstall leaves the problem completely untouched. The data has to be removed directly.

Windows

These steps close the app, delete its local data, and start it fresh. You don't need to uninstall or reinstall the app.

Steps:

  1. Open the Start menu, type cmd, and open Command Prompt.
  2. Copy and paste the following commands one at a time, pressing Enter after each:
taskkill /f /im AircallWorkspace.exe /t
rmdir /s /q "%APPDATA%\Aircall Workspace"
Tip: If you use PowerShell instead of Command Prompt, replace "%APPDATA%\Aircall Workspace" with "$env:APPDATA\Aircall Workspace" in the second command.
  1. Reopen Aircall Workspace and log in.

A few notes on what to expect:

  • "The system cannot find the file specified" on either line is not a problem. It means the app was already closed, or the folder had already been removed.
  • Only delete the folder shown above. Do not delete C:\Program Files\AircallWorkspace or %LOCALAPPDATA%\AircallWorkspace, those are the program files, and removing them means reinstalling the app.

macOS

Steps:

  1. Quit Aircall Workspace completely. Click the Aircall icon in the menu bar at the top of your screen and choose Quit. Closing the app window only hides it, the app keeps running.
  2. Open Finder. From the menu bar choose Go > Go to Folder, or press Shift + Command + G.
  3. Paste the following and press Enter:
~/Library/Application Support
  1. Find the folder named Aircall Workspace and move it to the Bin.
  2. Reopen Aircall Workspace and log in.

A few notes on what to expect:

  • If there's no folder named Aircall Workspace, it's already been removed. Continue to step 5.
  • Do not delete Aircall Workspace.app from your Applications folder. That's the app itself, and removing it means reinstalling.
  • If you installed Aircall Workspace from the Mac App Store rather than from aircall.io/download or a package supplied by your IT team, this folder location doesn't apply. Please contact Aircall Support instead.

Using Terminal instead

If you're comfortable with Terminal, these two commands do the same thing:

killall "Aircall Workspace"
rm -rf ~/Library/"Application Support/Aircall Workspace"
Note: "No matching processes belonging to you were found" on the first line simply means the app was already closed. Copy the second line exactly as written, including the quotation marks.

If your computer is managed by your IT team

The folder being cleared is inside your own user account, so you don't normally need administrator rights to delete it. However, on a managed computer these steps can still fail, most often because company policy blocks Command Prompt, PowerShell, or Terminal, or because antivirus or endpoint security software prevents files in that folder from being deleted.

Important: If you see a permissions or "Access is denied" message, if the steps appear to work but the problem remains, or if you can't open Command Prompt or Terminal at all, don't keep retrying. Share this article with your IT team and ask them to carry out the steps for you.

For IT administrators

Three things to be aware of:

  • The folder is per-user, so the clean-up has to run in the context of the affected user's account. Running it as SYSTEM or root will clear the wrong location and appear to have done nothing. Working remotely, target the path directly: C:\Users\<username>\AppData\Roaming\Aircall Workspace on Windows, or /Users/<username>/Library/Application Support/Aircall Workspace on macOS.
  • There's no need to redeploy or reinstall the MSI or PKG package to clear this data. Please see Downloading Aircall Workspace with an MSI file for Windows or PKG file for macOS if you need a refresher on that process, but the program files are not the problem here.
  • On Windows, %APPDATA% sits in the roaming half of the user profile. If your environment redirects it to a network share, deleting it locally may be re-synced back and the fix won't hold. Clear it at the redirected location instead.
Tip: If the same machines need clearing repeatedly, adding antivirus exclusions for the Aircall Workspace program files and app data folders usually stops it recurring. Please see Aircall Workspace application local installation paths for the exact program file locations to exclude.

What is removed, and what is safe

Deleting the app data folder removes everything the app stores on that computer:

  • Your sign-in session, so you'll need to log in again.
  • Local preferences, including your selected microphone and speaker, so you may need to choose your headset again in audio settings.
  • The cached copies of the app that caused the problem.
Note: Nothing is lost from your Aircall account. Your call history, contacts, tags, numbers, team settings, and integrations are all stored on Aircall's servers and are unaffected.

While you wait

Aircall Workspace also runs in a browser at workspace.aircall.io. Browsers handle their local copies differently, so this usually works even when the desktop app doesn't. It's a useful way to keep taking calls while you work through the steps above. For this, the official supported browser is Google Chrome.

Still need help?

If the problem returns after clearing the app data, please contact Aircall Support. To help us investigate quickly, include:

  • Your Aircall Workspace version. Please see How to check your Aircall Workspace version.
  • Your operating system and version, and which installer was used (.exe, .msi, .dmg, or .pkg).
  • The exact error message or a screenshot of the error screen.
  • Roughly when the problem started, and whether it began right after an update.
  • The name of any antivirus or endpoint security software on the computer.