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Troubleshoot: Desktop App

Troubleshooting errors on the desktop app in Window and MacOS

Written by Dev Team
Updated over 2 weeks ago

The Fellow desktop app brings your meetings, notes, and action items directly to your desktop without juggling browser tabs. Most issues can be resolved by resetting the app, updating to the latest version, or adjusting system permissions. This article covers the most common desktop app issues and how to fix them.

Before You Troubleshoot

First steps for any desktop app issue:

  1. Check your app version: Go to Help menu > About to see your version number

  2. Update to the latest version: Outdated versions cause many issues - update your app

  3. Check your internet connection: The desktop app requires WiFi to sync data

  4. Try resetting the app: Many issues resolve with a simple reset (see below)

If issues persist after trying these steps, continue to the specific troubleshooting sections below.

App Won't Launch or Open

Desktop app won't start

Possible causes:

  • App wasn't installed properly

  • System permissions blocking the app

  • Corrupt installation files

  • Antivirus or firewall blocking Fellow

Solutions:

  1. Verify installation:

    • Check that Fellow is installed in Applications (Mac) or Program Files (Windows)

    • Don't run from the downloaded installer file

    • Reinstall if necessary

  2. Check system permissions:

    • Mac: Go to System Preferences > Security & Privacy and allow Fellow

    • Windows: See Microsoft SmartScreen section below

  3. Temporarily disable antivirus:

    • Some antivirus software blocks new apps

    • Add Fellow to your antivirus whitelist

    • Contact IT to whitelist Fellow if on company device

App crashes immediately on startup

Possible causes:

  • Corrupt installation

  • Conflicting software

  • System resources issue

Solutions:

  1. Reset the app (see Reset the Desktop App section below)

  2. Reinstall the app:

  3. For Windows users: See Corrupt Installation troubleshooting

Reset the Desktop App

If your desktop app behaves unexpectedly or won't load, resetting clears cached data and often resolves issues.

Reset on MacOS

  1. Open the Fellow desktop app (or find it in system tray)

  2. Click Help in the menu bar

  3. Select Reset app

  4. Confirm you want to reset

  5. The app will restart automatically

Reset on Windows

  1. Open the Fellow desktop app (or find it in system tray)

  2. Click the Help menu

  3. Select Reset app

  4. Confirm you want to reset

  5. The app will restart automatically

What resetting does:

  • Clears cached data

  • Resets app preferences

  • Forces fresh data sync

  • Does NOT delete your notes or meetings

Common Error Messages

JavaScript Error

Error message: Generic JavaScript error without specific details

What it means: A background process has failed in the app.

Solutions:

  1. Reset the app using the method above

  2. Update to the latest app version

  3. If error persists, contact Fellow Support with a screenshot

JavaScript Error: Cannot Find Squirrel (Windows)

Error message: "Cannot find Squirrel"

What it means: The app tried to auto-update but wasn't properly installed to your system.

Solutions:

  1. Verify Fellow is installed in Program Files, not run from the installer

  2. Uninstall Fellow completely

  3. Download latest installer from fellow.app/desktop

  4. Run installer and complete full installation

  5. Don't run directly from the .exe file

Microsoft Defender SmartScreen

Error message: "Microsoft SmartScreen prevented an unrecognized app from running. Running this app might put your PC at risk."

Possible causes:

  1. Company policy blocking the app:

    • Your IT team set a policy to prevent non-whitelisted apps

    • Solution: Contact your IT team or System Administrator to whitelist Fellow

  2. SmartScreen blocking new app:

    • Fellow needs time to build trust with Microsoft SmartScreen

    • Solution: Follow these steps to unblock:

      1. Right-click on the Fellow installer (.exe file)

      2. Select Properties

      3. Check the Unblock checkbox at the bottom

      4. Click Apply then OK

      5. Run the installer again

App Performance Issues

Desktop app is slow or laggy

Possible causes:

  • Large number of meetings or notes loading

  • Limited system resources

  • Background processes consuming resources

Solutions:

  1. Close and reopen the app

  2. Reset the app to clear cached data

  3. Check system resources - close other applications

  4. Update to latest app version

  5. Check internet connection speed

App freezes or becomes unresponsive

Solutions:

  1. Force quit and restart the app:

    • Mac: Press Cmd + Q or right-click system tray icon > Quit

    • Windows: Right-click system tray icon > Exit

  2. Reset the app

  3. Check for system updates

  4. Reinstall if freezing persists

Sync and Data Issues

Calendar not syncing

Solutions:

  1. Click the manual sync button at the bottom of the calendar

  2. Disconnect and reconnect your calendar in User Settings > Apps & Integrations

  3. Reset the app

  4. Verify calendar permissions are granted

Notes not saving

Check the save indicator:

  • Look at the lightning bolt icon in bottom right corner of the note

  • Red icon = not saving

  • Grey icon = saved

Solutions:

  1. Check your internet connection

  2. Reset the app to force reconnection

  3. Try editing in the web app to verify it's not a data issue

Multiple Instances in Task Manager

If you open Task Manager (Windows) or Activity Monitor (Mac), you may see what appears to be multiple Fellow processes running.

This is normal behavior:

  • These are multiple threads processing data

  • Not multiple copies of the app

  • Standard for Electron-based applications

  • Should not cause performance issues

When to be concerned:

  • If you see dozens of processes (more than 5-6)

  • If processes are consuming excessive memory (>1GB total)

  • Solution: Restart the app if resource usage seems abnormal

Login and Authentication Issues

Can't log in to desktop app

Solutions:

  1. Verify you're using the correct email and workspace

  2. Try logging in via web browser first to verify credentials

  3. Reset the app

  4. Check if your organization uses SSO - you may need to authenticate through your company's login portal

  5. Clear app cache by resetting

Session expired or logged out unexpectedly

Solutions:

  1. Log back in with your credentials

  2. If using SSO, re-authenticate through your company's portal

  3. Check with IT if company security policies changed

  4. Reset the app if login loop occurs

Companion Mode Issues

Companion mode not launching

Solutions:

  1. Check that companion mode is enabled in User Settings > Desktop App

  2. Verify which video conferencing tools have companion mode enabled

  3. Ensure you're in an active video call

  4. Reset the app

  5. Update to latest version

Companion mode overlay not appearing

Solutions:

  1. Check if the window is behind your video call

  2. Manually launch: Click meeting three dots > Open companion mode

  3. Verify settings in User Settings > Desktop App > Companion mode

  4. Disable for Google Meet if using Chrome extension instead

When to Contact Support

Contact Fellow Support if:

  • Issues persist after trying all troubleshooting steps

  • You receive error messages not covered in this article

  • App repeatedly crashes with no resolution

  • Installation fails repeatedly

  • You need help with company IT approval

What to include in your support request:

  • Screenshot or screen recording of the issue

  • Your app version (Help > About)

  • Operating system version (Mac/Windows and version number)

  • Specific error messages

  • Steps you've already tried

Related Articles
Download the Desktop App
My Desktop App Disappeared - How Do I Find It?
Fix a Corrupt Desktop App Installation [Windows]
Troubleshoot: Connecting Slack
How to update to the latest version of the desktop app
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