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Skype for Business (Lync) client troubleshooting flow chart

Skype for Business (Lync) client troubleshooting flow chart

 Flow chart overview:

This flow chart start with request or issue received from end user to support team, it has may decision point which will help you to isolate issue to different clients, devices etc.

If any condition get successes then it gives you reference KB article which covers most common troubleshooting steps with images. Finally you will get complete idea on what might issue is, does it client side or backend server or features not activated or something else. 

Performing a diagnostic session to troubleshoot an issue requires a consistent and repeatable process such as the following:
  • First gather enough information regarding issue like error message, when, what and how issue occurred. 
  • Understand the symptoms by observing the problematic function/feature.
  • Narrow the scope of the problem to specific areas of concern (like client-side (OS, Version, and device), server-side, infrastructure, and networking).
  • Select appropriate article to aid in investigating the issue.
  • Collect and analyze data pertinent to the issue (like event log, client logs, error message).
  • Test one configuration modification at a time to determine the root cause.

Because Skype for Business (Lync) client is a complex product, narrowing the scope of the problem to a specific component is an important step to quickly resolving the issue. After you narrow the scope of the problem, you can select the right tools to understand the root cause of the problem.

Reference KB article covers most of the client side troubleshooting, also it has TIPs. 

Unable to login on Skype for Business client
Contact search issue
Skype for Business client crashing
Missing features/ options
Outlook integration/ Status not updating
Unable to communicate Federated partner user
Audio/ Video calling issue
Meeting join issues
Application /Desktop sharing

Author: Balu Ilag Microsoft MVP (Office Servers and Services)

© 03.18.2016, Balu Ilag, System Administrator, Microsoft MVP Office Servers and Services. Version 1.0

Blog: This flow chart covers Skype for Business (Lync) client and Skype for Business mobile app troubleshooting. Target audience for this flow chart / decision tree are Helpdesk, Service desk and System Administrator who manages Skype for Business.


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