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Users are unable to see PowerPoint Presentation.


Issue: Users are unable to see PowerPoint Presentation.

Error Message:

1.    Some presenting features are unavailable due to server connectivity issues.

2.    Sorry, PowerPoint Web App ran into a problem opening this presentation. To view this presentation please open it in Microsoft PowerPoint.


Resolution:

First thumb rule is check if this is client side issue or server side.  You can easily identify if all users are facing same issue that means issue from server side.

Also make sure that all Lync 2013 and Skype for Business client showing same issue. If respective to client version.

[For Lync 2010 client PowerPoint (PPt) sharing works legacy way, where there is no involvement of Office Web App Server so don’t consider Lync 2010 for side issue.]

Assume that all Lync 2013 and Skype for Business users are seeing same issue.

Now time to check if any known changes has been done recently, Like Windows updates installed on Lync and WAC server, any firewall changes etc.

Wherever I use WAC consider as Office Web Apps server

Assuming that there is no known changes..

First will do Lync server side troubleshooting:

1.    If users are able to upload PowerPoint presentation in meeting and participant able to see uploaded content that is indicating that Lync Server correctly functioning. E.g. attached image has shown presentable content.

 

2.    Now time to open Event Viewer on Lync Server and find Event 41032.

This event Logged on Front End Server upon Successful Discovery of WAC Server/URLs (this happens first time when we add WAC Server to topology and publish or publishing the topology or upon restart of Lync Server Web Conferencing Services).

3.    If Event 41032 is not logged on FE server then check Event 41033 logged on Office Web App servers. If Event ID 41033 is indicating that Lync server unable to contact WAS server for WAC URLs. Means Office Web Apps server URLs discovery failed.  

4.    Time to check discovery URLs. Browse your WAC farm URL:


Expected result is XML page. If you are not getting xml page result then you need to verify your WAC IP listing on 443 or not. You can telnet and check.

In my case I am getting correct result. Means no firewall issue and getting correct WAC URLs, Lync FE contact WAC URLs correctly. So problem somewhere else.
 

5.    Log on to internal computer and browse discovery URL with Office Web App server FQDN. Like below.


You must get same xml page. If you are getting xml page result means Office Web Apps server also listening on 443 and responding correctly.  

6.    Start logging on Lync 2013 / Skype for Business client, Lync Front End with WAC scenarios and reproduce issue.

Open client log with snooper and look for <diagHeader>, you may see below information.

From: <sip:bilag@mydomain.com>;tag=def1d6afed;epid=3acd7df579
Call-ID: 26f89de3a2e74445a9166487bead93e4
CSeq: 1 SERVICE
User-Agent: UCCAPI/15.0.4709.1000 OC/15.0.4711.1002 (Skype for Business)
Proxy-Authorization: TLS-DSK qop="auth", realm="SIP Communications Service", opaque="6C6CFE79", targetname="FE.mydomain.com", crand="3724870c", cnum="211", response="2dc782bb2b9d9321ddeb2988538a81d027b79eda" Content-Type: application/msrtc-reporterror+xml Content-Length: 1108
http://schemas.microsoft.com/2006/09/sip/error-reporting
">sip:bilag@mydomain.com;gruu;opaque=app:conf:focus:id:1HR09FLH" callId="b04e2fffeed54487b1b6f292e7d6f263" fromTag="d543445ec7" toTag="854E0080" requestType="" contentType="" responseCode="0">54024;reason="A viewing URL navigation was attempted.";ClientType=Lync;Build=15.0.4711.1002;ContentMCU="sip:bilag@mydomain.com;gruu;opaque=app:conf:data-conf:id:1HR09FLH";ConferenceUri="sip:bilag@mydomain.com;gruu;opaque=app:conf:focus:id:1HR09FLH";LocalFqdn="2-LFYXVJ12.mydomain.com";Url="https://wac.mydomain.com/m/Presenter.aspx?a=0&e=true&WopiSrc=https%3A%2F%2FLyncpoolweb.mydomain.com%2FDataCollabWeb%2Fwopi%2Ffiles%2F104C-C-126422C&access_token=AAMFEGPqIHJT4SZfiyrOilkY5HUGEBt6LQTtFYN5Yo5I_aJRXUeBEGPqIHJT4SZfiyrOilkY5HWCAhylgyBRaaoncE2Ph0fN3BsbkgJrizEJieGEZVHN0ssz1mGJHIYIoAoa_xSU0ggIDURhdGFDb2xsYWJXZWI&<fs=FULLSCREEN&><rec=RECORDING&><thm=THEME_ID&><ui=UI_LLCC&><rs=DC_LLCC&> 
http://schemas.microsoft.com/2006/09/sip/error-reporting
">sip:bilag@mydomain.com;gruu;opaque=app:conf:focus:id:1HR09FLH" callId="b04e2fffeed54487b1b6f292e7d6f263" fromTag="d543445ec7" toTag="854E0080" requestType="" contentType="" responseCode="0"><diagHeader>54031;reason="The WAC presentation failed with a server error.";ClientType=Lync;Build=15.0.4711.1002;ContentMCU="sip:bilag@mydomain.com;gruu;opaque=app:conf:data-conf:id:1HR09FLH 
http://schemas.microsoft.com/2006/09/sip/error-reporting
">sip:bilag@mydomain.com;gruu;opaque=app:conf:focus:id:1HR09FLH" callId="b04e2fffeed54487b1b6f292e7d6f263" fromTag="d543445ec7" toTag="854E0080" requestType="" contentType="" responseCode="0"><diagHeader>54020;reason="The WAC presentation failed with a critical error.";ClientType=Lync;Build=15.0.4711.1002;ContentMCU="sip:bilag@mydomain.com;gruu;opaque=app:conf:data-conf:id:1HR09FLH".; ";ConferenceUri="sip:bilag@mydomain.com;gruu;opaque=app:conf:focus:id:1HR09FLH";LocalFqdn="2-LFYXVJ12.mydomain.com";
https://wac.mydomain.com/m/Presenter.aspx?a=0&e=true&WopiSrc=https%3A%2F%2Fpoolweb.mydomain.com%2FDataCollabWeb%2Fwopi%2Ffiles%2F104C-F-10EEAC9&access_token=AAMFEGPqIHJT4SZfiyrOilkY5HUGEBt6LQTtFYN5Yo5I_aJRXUeBEGPqIHJT4SZfiyrOilkY5HWCAhylgyBRaaoncE2Ph0fN3BsbkgJrizEJieGEZVHN0ssz1mGJHIYIoAoa_xSU0ggIDURhdGFDb2xsYWJXZWI&<fs=FULLSCREEN&><rec=RECORDING&><thm=THEME_ID&><ui=UI_LLCC&><rs=DC_LLCC&>";ErrorType="fatalDocument";ServerVersion="15.0.4571.1502";ErrorMessage="Sorry, PowerPoint Web App ran into a problem opening this presentation. To view this presentation please open it in Microsoft PowerPoint.";CorrelationId="2b0dbfb9-fe96-4e5d-a39f-769c6e9b7f36"
 
Client log was showing diagHeader 54020  - The WAC session has failed with a critical error.  The error message indicates the reason given to the client.  The client was unable to view the content as a result.  – This occurs normally when the server fails to handle the PPT conversion & reports failure. 

7.    Now start logging on Lync front end server with WAC scenario logs and correct.
 

155699 TL_VERBOSE(TF_COMPONENT) [pool\FE]26B4.2F24::07/24/2015-02:45:31.281.000312EA (DataMCU,MeetingS.OnConnect:meetings.cs(387)) ( AA3274F1 )Setting url base for sip:bilag@mydoamin.com to https://poolweb.mydomain.com/CollabContent/{C5810594-C849-455C-9DB7-F672B9665B9C}/1HR09FLH/

168746 TL_INFO(TF_COMPONENT) [pool\FE]26B4.2F24::07/24/2015-02:45:44.013.0003211D (DataMCU,ReservationManager.ReserveTitleInternal:reservationmanager.cs(289)) ( AA3274F1 )ReserveTitleInternal(PowerPoint file.pptx, 1) 

182846 TL_INFO(TF_COMPONENT) [pool\FE]26B4.2F24::07/24/2015-02:46:09.713.00032A74 (DataMCURunTime,UploadStreamPsom.constructor:uploadstream.cs(333)) Receiving file. Cookie=5036, maxFileLength=2415, file=C:\ProgramData\Microsoft\Lync Server\WebConferencing\Temp\{C5810594-C849-455C-9DB7-F672B9665B9C}_1HR09FLH\40825f5d-9933-4191-9226-2d92bdfea8ba.dl
183286 PowerPoint file.pptx 

From the Lync server side traces, it’s clear that PPT upload is fine & failure is occurring while rendering happens. The problem seems to be on the Office web App servers only.  

8.    Logged in to WAC server and checked Event log found that. 

Found Error events (Event ID 8118) related to port 809 communication. This port is used for intra node OWA farm servers’ communication.

We have two Office Web Apps server and port 809 was open on both Office Web Apps server. You can verify port using telnet.

Make sure the following ports aren’t blocked by firewalls on either the server that runs Office Web Apps Server or the load balancer:

·       Port 443 for HTTPS traffic

·       Port 80 for HTTP traffic

·       Port 809 for private traffic between the servers that run Office Web Apps Server (if you’re setting up a multi-server farm)

In my case there was intermittent failures on communication between both OWA servers.
To isolate the issue remove one OWA server from OWA From and tested. As soon OWA1 server who showing error event 8118 removed from WAC Farm PowerPoint presentation started working.

Corrected issue on Office Web Apps issue and added the same to OWA1 server to Farm and everything started working.

Thank you.

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