---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Resolve screen loading error

# Resolve Desktop Assistant screen loading issue {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 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
   {#resolve-loading-da-screen__choices_evz_dlz_fdc}
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.