Rocket.Chat users can log in but not load conversations on desktop and web, mobile app works fine

Description:

Hello,

We are encountering a persistent issue with Rocket.Chat where certain users are able to log in but cannot access any conversations on both the web browser and desktop application. The interface remains stuck on the loading screen indefinitely. Interestingly, the mobile app functions without any issues for these same users.

Steps already attempted without success include:

• Clearing browser and app cache
• Trying different devices and browsers
• Checking server status and logs for errors
• Ensuring all users are on the latest version of Rocket.Chat

This problem seems to affect only a specific subset of users, with no clear pattern yet identified regarding their accounts or settings. The majority of our company users are not experiencing this issue.

Any insights, suggestions, or solutions to resolve this specific loading issue would be greatly appreciated. Thank you in advance for your support and assistance.

No files, tests, or implementation entry points are named. Reproduce the loading failure with affected users on the web browser and desktop app, compare it with the working mobile app, and inspect the reported server status and logs; done means the cause is identified and affected users can load conversations.