Troubleshoot the desktop app

First decide whether the problem is desktop-only

The fastest desktop troubleshooting move is to compare with the browser. If the same account and workspace work in the browser but not the desktop app, focus on desktop app sign-in, update, local state, notifications, or window behavior. If the browser fails too, the issue is probably account access, workspace permission, billing, network, or missing data.

Use Desktop app or browser if you are not sure which surface should handle the workflow.

Availability

Quick recovery sequence

Try these in order:

1. Refresh the active tab with Use back, forward, and refresh.
2. Quit and reopen ALLO.
3. Install any pending update from Update the desktop app.
4. Compare the same link in a browser.
5. Sign out and sign back in if the account looks wrong.
6. Reinstall from Download ALLO if update or startup keeps failing.
7. Export logs with Export support logs if support needs diagnostics.

Do not uninstall or clear local app data as the first move unless support asks. It can remove useful restore state and evidence.

Symptom guide

Installer blocked or security warning

If Edge says the installer "isn't commonly downloaded", Windows shows "Windows protected your PC", or company security software blocks ALLO, use the Windows warning steps in Install the desktop app. Download only from Download ALLO, check the file name, and verify that the publisher is BeeCanvas, Inc. or BEECANVAS, INC. before keeping or running the installer.

If a managed computer blocks the installer after those checks, ask IT to approve ALLO. Contact support if you need ALLO to confirm the current installer or publisher shown by your security tool.

Sign-in problems

For Google or browser-based sign-in, ALLO may open your default browser and ask to return to the desktop app. Allow that prompt. If you use several browser profiles, make sure the browser profile is signed into the same ALLO account you want in desktop.

If sign-in loops, update the desktop app and try again. If the app still does not receive the browser handoff, try a different default browser temporarily or ask IT whether app links are blocked. Then use Sign in to the desktop app.

If you cannot sign in anywhere, use When you can't log in.

Blank screen or stuck loading

First refresh the tab. If that does not help, quit and reopen ALLO. Then compare the same workspace in a browser.

Update the desktop app. If the blank screen continues, export support logs if possible and include a screenshot.

Update problems

If the update prompt appears, choose Restart when you can pause work. If it repeats after restart, quit ALLO completely and reopen. If it still repeats, reinstall from Download ALLO.

On managed computers, IT policy can block updates. Ask IT to allow the ALLO app update if the installer or restart is blocked.

Tab and restore problems

If tabs did not restore, check Home → Recent, Search, and the workspace areas where the work lives. Restore is best-effort and cannot reopen work that you no longer have permission to access.

If a restored tab is read-only or blocked, troubleshoot permissions instead of restore. See When work is read-only and When you can't access work.

Notification and badge problems

Check ALLO notification preferences first, then OS notification settings. On macOS, confirm both notifications and badges are enabled for the current ALLO app entry. If the in-app Inbox count is correct but the Dock badge is missing, the OS badge permission is the likely issue.

See Use notifications and badges.

Window controls or titlebar look wrong

On macOS, the traffic-light window controls should not cover the ALLO tab bar or navigation. On Windows, the app has its own window controls. If controls overlap content, update the desktop app and restart.

If it remains, contact support with a screenshot, OS version, window size, monitor setup, and whether the sidebar is open or hidden.

When to export logs

Export logs when the issue is desktop-only, reproducible, or difficult to describe from screenshots. Good examples: browser handoff fails, blank screen after startup, update loop, restore failure, window layout issue, or notification mismatch.

Use Export support logs, then send the .allo-logbundle file with your support message.

When to contact support

Contact support when the desktop app fails after update and reinstall, browser works but desktop cannot open the same workspace, sign-in handoff never returns, or support logs cannot be exported. Include your OS, app version if visible, account email, workspace name, exact steps, screenshots, and whether the browser works.