Resolve Desktop Assistant screen loading issue

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Symptom

    The DEX Desktop Assistant screen is empty or in a continuously loading state.

    Cause

    The DEX Desktop Assistant is not loading because the user is not a valid DEX user or the settings.json file is corrupted.

    Resolution

    Procedure

    1. Refresh the application.
    2. Quit and relaunch the application.
    3. Clear the Electron settings file at the following location:
      • macOS: ~/Library/Application\ Support/desktop_assistant_app/settings.json
      • Windows: ~\AppData\Roaming\desktop_assistant_app\settings.json
    4. Verify you're logged in with the sn_dex_desktop.user role.
    5. Verify that the DEX Desktop Assistant application is installed on the instance to which you're connecting.