Lync client common issues and troubleshooting steps

Warning icon in Lync

This is due to an issue with the Lync-outlook integration issue. We should make sure the below settings before we go into any deep investigation.

1. Start regedit.exe

2. HKLM\software\Microsoft\office\outlook\addin\UCAddin.LyncAddin.1

3. Make sure that value of “LoadBehavior” is = 3, if not then change it to 3

4. also check under HKLM\software\Wow6432Node\Microsoft\office\outlook\addins\UCAddin.LyncAddin.1

5. Hold Ctrl key and right click the Lync icon in the taskbar, click on “Configuration Information”, Make sure “MAPI Information & EWS Information” and its status is reporting “OK” and “deployed”

Conversation history not saved in outlook

Solution 1

Make sure “Save IM Conversation in my Email Conversation History Folder” Option is enabled from the Lync client side. (open Lync client—>Tools —> Options —> Personal Tab)

Solutions 2

Some users may delete the default “Conversation History” folder and the  they recreate by their own. In this case, 

1. Export the old content from “conversation history” folder
2. Delete the folder from outlook
3. Close outlook and exit Lync client
4. Open outlook using /resetfolders switch
5. Start Lync and test

Solution 3

Make sure user’s mailbox folder count in not more than 1000. If its, please ask user to reduce the count and test.

To get the folder count, please use the below exchange cmdlet

$a = Get-MailboxFolderStatistics -Identity “User Name”

$a.count

Solution 4

1. Start regedit

2. HKCU\Software\Policies\Microsoft\Communicator or HKLM\Software\Policies\Microsoft\Communicator

3. Set the value of the ImAutoArchivingPolicy from 0 to 1

4. Restart your Outlook and Lync

Authentication prompt/Presence issue

These kind of issues are mainly due to with Exchange web services. Lynn client depends on the EWS to integrate with outlook. It uses user’s SMTP domain to fetch EWS URLs from exchange server. 

https://smtpdomain/autodiscover/autodiscover.xml

https://autodiscover/smtpdomain/autodiscover/autodiscover.xml

As well as your autodiscover SRV record (_autodiscover._tcp.smtpdomain)

It is often that Lync client configuration status don’t shows the internal and external URL of the EWS and the EWS information shows “EWS Not Deployed”, and this causes some integration problems between Lync and Outlook like prompting for username and password, not populating your presence information from outlook calendar.

We can check the EWS status via registry key

For Lync 2010 Client Locate HKCU\Software\Microsoft\Communicator\user.smtp.address\Autodiscovery

For Lync 2013 Client Locate HKCU\Software\Microsoft\office\15.0\Lync\user.smtp.address\Autodiscovery

Make sure the following entries are correct

ExternalAvailabilityServerUrl

InternalAvailabilityServerUrl

ExternalEwsUrl

InternalEwsUrl

ExternalOofServerUrl

InternalOofServerUrl

If these keys are not there or the values are not correct, which means your Lync client is unable to locate auto discover DNS/SRV records. Please check the auto discover related configuration at  exchange server side and DNS.

Some users may have different SIP and primary SMTP addresses. In this case we have to disable the email address comparison check. To disable this,

Globally 

Set-CsClientPolicy “Policy Name” -DisableEmailComparisonCheck $true

For particular user 

1. Start regedit.exe
2. goto“HKLM\SOFTWARE\Policies\Microsoft\Communicator” or “HKLM\SOFTWARE\Policies\Microsoft\Lync”
3. create new DWORD
4. Give “DisableEmailComparisonCheck” as name and set the value to “1” 

Presence Issues

1. For Outlook 2007, go to Tools >> Options >> Others and make sure “Display Online Status next to name” box is checked, also that “Display online status in the To and Cc Fields only when mouse pointer next to name” box is checked.

2. For Outlook 2010, go to File >> Options >> Contact, and make sure that “Display Online Status next to name” box is checked.

3. For Outlook 2013 go to File >> Options >> People, and make sure that “Display Online Status next to name” box is checked.

Also check the “EnableEWSFallback” and “DisablePresenceNote” registry keys

4. Exit both Outlook and Lync clients

5. Run >> regedit.exe

6. Go to “HKLM\software\policies\Microsoft\Communicator” or “HKLM\software\policies\Microsoft\Lync”

7. Check the value of the EnableEwsFallback is set to 1

8. The Value of the DisablePresenseNote will be set to 1, change it to 0

9. Start your Outlook and wait till it is open and connected.

10. Then start your Lync