Skip to main content

Ask right question to Skype for Business (Lync) User for issue.

Ask right question to Skype for Business (Lync) User for issue.
Before starting troubleshooting you ask right question end user who complain about Skype for Business (Lync) issue. Information gathering is very important step in troubleshooting. Here are most common and standard questionnaires to gather correct information from affected user.
Following question gives you real picture:
1.     Is the issue affecting all users, group of users or single user?
This gives you information to isolate impact and you can start troubleshooting accordingly. Like if issue is affecting all user mean issue from Server/backend side. If issue impacting group of people means specific site/ floor affected may have network problem or something else.
2.     If multiple users – was there a conference or meeting or something that ties these users together? Can you reproduce the issue?
3.     If one user, does the user have the issue once, sometimes or all the time?
4.     If sometimes or all the time – does the user have the issue when connected to a different network? (home, office, coffee shop, Hotel, VPN, Wireless etc.)
If answer is all time then may be user are correctly provision. Skype for Business (Lync) Administrator can help in this case.
5.     If the user has the issue in multiple locations – does the user have the issue with multiple devices/clients? (iphone, ipad, android, mac, Laptop)
You can isolate issue accordingly the answer. If all devices / locations shows same issue then something wrong from server side. Administrator can check account, assigned policies etc.
6.     If unable to login issue then, Ask User Name, SIP/email address, Operating System and client version and if applicable, Skype for Business (Lync) Phone number.
Below questions gather modality issue details:
7.     If call issue then ask, Is Inbound (Incoming) or Outbound (outgoing) calling issue? Provide called number and time (date).
8.     PSTN (dialed external number) call? Dial-in Conference call? Skype for Business (Lync) Conference? , Lync external number to Lync number Call?
9.     Phone Number of the party calling/being called/exact time (if possible then).
10.            What was the symptom? Poor audio quality/ call disconnected/unable to connect/ unable to join meetings?
11.            Any error messages in the client? Please send screen shots or type the error exactly.
12.            Gather the logs from the client. Turn on logging and attempt to replicate the problem.
Refer below article to enable login on Skype for Business (Lync) client/ app.

Thank you.


Post a Comment

Popular posts from this blog

Outlook Add-in for Skype meeting getting disable after restarting Outlook.

Issue: Outlook Add-in for Lync meeting getting disable after restarting Outlook.
Problem Statement: Outlook Add-ins gets install automatically when Office 2013 installs (Lync and Skype for Business clients are part of Office package). Add-ins name is Lync Meeting Scheduling Outlook Addin or Skype meeting Add-in for Microsoft Office 2013. Sometime if other add-ins conflict with Outlook add-ins then outlook add-in keep getting disabled. And user has to enable it manually after Outlook restarts. 
Resolution: By default Lync Meeting Scheduling Outlook Addin or Skype Meeting Add-in for Microsoft Office 2013 installs wit load behavior "Load at Startup". However due to some conflict users Lync or Skype add-ins load behavior get changed to loaded instead of "Load at Startup" had to re-enable Lync Meeting Add-In in each time Outlook 2013 was started as it was not set to "Load at Startup". Look at the below screenshot. Now question is how we can change load behavior …

Unable to share desktop in Skype for Business?

Unable to share desktop in Skype for Business?
You can show your entire desktop or just a program to everyone in a Skype for Business Meeting, call, or instant messaging (IM) conversation. However sometime this feature does not work and give different errors.  Error message: ·Cannot start Desktop/Application Sharing due to network issues. ·An error occurred during the screen presentation. Resolution: There are multiple thing which may affect application/desktop sharing. 1.Make sure application / desktop sharing enabled on Skype for Business / Lync Server. SfB /Lync Control Panel > Conferencing > Conferencing policy > select Global or create new policy and set enable ‘Enable application and desktop sharing’. Refer below image. 2.Make sure your Skype for Business (Lync) client is updated with latest cumulative updates. Download latest update Skype (Lync) client. 3.Update your Video and Display drivers. a.Go to Start > Control panel. b.Search for Device Manager, and then open it. c.Find V…

Unable to login to Skype for Business client?

Unable to login to Skype for Business client? In order to sign-in on Skype (Lync) you must have login credential provided to you from your organization. ·Sign-in address: ·User name: orgname\bilag ·Password: ************
Note: is my SIP domain name. Here are the most common mistake people make while sign-in on Skype for Business (Lync).
1.If you have login credential however still unable to sign-in then make sure you are putting proper login credential. Below error shows when you are wrong entering your sign-in address:
2.If you are writing correct Sign-in address however getting DNS error then contact administrator/ Support team there may be a DNS resolution or configuration issue. Administrator need to verify the SfB (Lync) AutoDiscover DNS records. 3.Sometime users password may expired/ lockout: Make sure that you password is not expire and lockout. If yes then call to helpdesk and reset your password / unlock. 4.Make user to have updated Skype for Business cli…