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LEAP Application Stalls When Loading

  • 07/05/2026
  • Knowledge

How To
 
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DISCLAIMER: This advice may include, but is not limited to, changes to the Windows Registry, Windows permissions, network settings, and antivirus/firewall settings. These actions should only be performed by an experienced IT support professional.

When logging into LEAP, the application may stall or take too long when loading. 'Authenticating', 'Initialising' or 'Downloading Data' will be displayed.

To resolve this, follow these steps:

  1. Close LEAP.

  2. Press the Ctrl + Shift + Esc keys to open the Task Manager.

  3. Go to the Services tab.

  4. Locate LEAP Office Express Net Client and check the status of the service.

  5. Right click the LEAP Office Express Net Client service.

    If the status is 'Stopped', right click on the service and click Start.

    If the status is 'Running', right click on the service and click Restart.

    Once complete, ensure the service status is now 'Running'.

    Once the service has started, restart LEAP.

  6. Open LEAP and login.

If LEAP Desktop is not moving past the login screen, follow these steps:

Repair LEAP Installation:

  1. Close LEAP and any Microsoft Office applications including Word, Outlook and Excel.
  2. Download the LEAP Desktop installer.
  3. Run the installer and accept the install prompts. Even if you are on the latest version of LEAP, this will act as a fresh installer which will repair LEAP. Select the Repair option to continue.

Restart Device:

Restarting your device can resolve temporary glitches that prevent LEAP from loading.

Antivirus and Firewall Configurations:  

Please Add LEAP to your Antivirus Exceptions list. Antivirus software and firewall solutions have an aggressive approach to protecting your computer. Sometimes they can block harmless files due to the file’s name, size, data or actions. This may result in unexpected issues for you. Have your IT team add the necessary LEAP folders and files to the antivirus and firewall exceptions list.

 

Region Settings: 

Verify that your computer's region settings are correctly configured to match your location.

  • Open the Start Menu and click on Settings (the gear icon).
  • Click on Time & Language.
  • Select Region from the left menu.
  • Ensure the Country or region setting is correct.

 

Verify your Windows User Profile: 

The whoami command shows the user directory Windows is using. If there’s a mismatch between the logged-in user and who Windows thinks is logged in, LEAP may have trouble logging into LEAP and accessing files.

To check your current user account:

  1. Open Command Prompt (type cmd in the Start Menu and press Enter). This launches the command line screen
  2. Type:
    whoami
  3. Press Enter to display your current username.

 

whoami

FirstNameLastName must match.

For example:

Windows + R > cmd > this launches the command line screen > whoami
C:\Users\FirstNameLastName>whoami
azuread\FirstNameLastName

The name after the backslash (\) should match exactly. If it doesn't, the issue may be due to a mismatch between your Windows username and the user profile directory name. In this case, your IT team will need to rename the user profile directory to match your actual username.
Once your IT team has completed the steps above, restart your device to apply the updates, then run a LEAP repair again and test to see if the issue is resolved. 
 
Clear info.xml:
While loading LEAP, the application may stall and display the message "LEAP cannot set the local data folder". If this occurs, please refer to the following steps:
  1. Press the Windows key and the R key at the same time to open the Run window.
  2. Type %localappdata% and press OK.
  3. Open the LEAP Desktop folder, then the CDE folder.
  4. Find the most recent folder, then open the Info folder and delete the contained info.xml file.
  5. Open LEAP Desktop again.
 
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DISCLAIMER: This advice may include, but is not limited to, changes to the Windows Registry, Windows permissions, network settings, and antivirus/firewall settings. These actions should only be performed by an experienced IT support professional.

Last Modified Date
7/05/2026 12:31 am
Title
LEAP Application Stalls When Loading
URL Name
LEAP-Application-Stalls-When-Loading-UK

Resolution
Installing & Setting UpTroubleshootingFaq
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LEAP Application Stalls When Loading