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Lync 2013 crashing when make or receive audio or video call?


Issue: Lync 2013 crashing when make or receive audio or video call?
Problem Statement:
Recently couple of user complaining about Lync 2013 client is hung and later it crashing.
They have to close and reopen Lync client in order to IM. Whenever affected user make call or receive audio or video calls Lync 2013 client gets hung and later it crash. Instant messaging, multiuser chat everything works fine however it crash when do audio or video.
Resolution / Workaround:
Here are the resolution steps:
1.    Open Lync 2013 client and see the version Lync 2013 > Option drop down menu > Help > About Lync > see the version.
 

Do not use older that above client.
2.   Install Lync 2013 updates,
a.   Uninstall KB2817465
b.   b. Install KB28881070   http://support.microsoft.com/kb/2881070

c.   Check if issue resolve.  If not then do below.

3.    Repair Office 2013 client and see if issue resolves. Not then do next step.

4.    Uninstall Office 2013 and reinstall and updated the same.

5.    Updated Audio and Video drives. Check AV call for issue resolve.

6.    Uninstall Citrix Receiver client application and see the Lync 2013 Audio and Video call works or not.

However my issue has not resolve. 

a.     When I closely look on Lync 2013 client found resolution.

b.    To narrow down the issue, have disconnect all USB devices and used PC Audio device.

 

c.     Later tested Lync Audio and Video calls.

d.    Call got through without any issue and Lync client hasn’t crash.

Means Lync 2013 client was crashing due to uncertified USB headphone and camera device drives. 

Apply to:  Lync 2013 32 and 64 bit, Windows 7 64 bit, Windows 8.1 64 bit. 

Thank you.

Comments

  1. Wow, it seems that it solved every problem (sometimes no sound, crash when answering a call, crash when receiving a message during a call) I had with Skype on Linux Mint 16 Cinnamon! Really huge thank you! Visit more info:- Skype Support Call 1-800-231-4635 (Toll Free) .

    ReplyDelete
  2. For anyone that is having this issue:

    Open cmd and run the following command:

    netsh winsock show catalog



    Check if there is any "layered service provider" entry


    In our case the culprit was Lavasoft Adware.

    If there is any layered service provider entry, run a anti malware tool (I suggest malwarebytes)

    Once malwarebytes scan is complete, enter the following command in cmd
    netsh winsock reset

    Reboot the computer

    Kind regards,

    Tibo

    ReplyDelete

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