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Lync Troubleshooting

 

Lync Troubleshooting

Welcome to the lync troubleshooting guide, in this section we cover the common problems users may experience while using Microsoft Lync 2010. Below are solutions to some of the problems you may come across such as Audio and sharing.

Audio Echoing

Issue: People are complaining they hear an echo when they are on a Microsoft Lync 2010 call with you.
Resolution:
• Turn down your speaker volume to reduce the echo.
• If your microphone or audio device is near a wall or other reflective surface, consider moving the microphone or changing its direction away from the reflective surface.
• If you are using your webcam microphone or your computer speakers, try using a different audio device such as a headset, handset, or standard microphone.
• If possible, try placing the microphone as far away as possible from the computer speakers. Audio output from the speakers can feed into the microphone and produce echo.
• If you are using a laptop with an integrated sound card that supports Microphone Boost, try disabling Microphone Boost to isolate the issue. Do the following:
a. Click Start, and then click Control Panel.
b. In Windows Control Panel, click Hardware and Sound, and then click Sound.
c. In the Sound dialog box, on the Recording tab, click your microphone, and then click Properties.
d. On the Levels tab, clear the Microphone check box, if it is available.

 

Speaker Volume Too Low

Issue: Your speaker volume is too low, and you have trouble hearing other people in the Microsoft Lync 2010 meeting or call.
Resolution:

Increase the speaker volume from the Windows Control Panel or notification area. If other people on the call cannot hear you, try increasing your microphone volume as follows:
1. In the lower-left corner of the Lync main window, click the audio device menu, and then click Audio Device Settings.
2. Under Customize your device, drag the slider bar next to Microphone to an appropriate level.

Audio Cutting Out or Popping

Issue:Other Microsoft Lync 2010 users complain that your audio is cutting out or popping.
Resolution:

Make a test call, and then adjust the microphone settings on your computer. Depending on your computer’s sound card, you might need to adjust the microphone or Microphone Boost levels if they are set too high by doing the following:
1. Click Start, and then click Control Panel.
2. In Windows Control Panel, click Hardware and Sound, and then click Sound.
3. In the Sound dialog box, on the Recording tab, click your microphone, and then click Properties.
4. On the Levels tab, adjust the microphone level and the Microphone Boost level, if it is available.
5. If that does not resolve the issue, clear the Microphone Boost check box, if it is available, and then try again.

Speakerphone Not Working

Issue:There is no sound from the speakerphone during a Microsoft Lync 2010 meeting or call.
Resolution:

Make sure:
• The speakers are turned on, and sound is not muted in Windows.
• The speaker volume is high enough to be audible.
• The handset is on the cradle, if you are using a phone with a handset.
• The device you are using is selected in Audio Device settings in Lync 2010.

Unable to Share a Desktop or Program

Issue: You cannot share your desktop or a program in Microsoft Lync Web App.
Resolution:

Make sure your browser is not in “Run as administrator” mode by doing the following:
1. Click Start, click All Programs, and then browse for your web browser in the list of programs.
2. Right-click the browser icon, and then click Properties.
3. Click the Advanced button.
4. If the Run as Administrator check box is selected, clear the check box, and then click OK.
5. Click OK.
6. Restart your browser, and try sharing again.
If your computer is configured to use an HTTP proxy server, which requires authentication, you cannot share your desktop or programs. Contact the meeting organizer for other collaboration options.

Unable to Grant Control of a Shared Program

Issue: In a Microsoft Lync 2010 meeting, you want to collaborate with another presenter by giving him or her control of a shared program but are unable to.
Resolution:

This issue occurs if you are doing either of the following:
• Running the program with administrator rights and permissions
• Not running Lync 2010 with administrator rights and permissions
To resolve this issue, do one of the following:
• Run Lync with administrator rights and permissions.
• Share your desktop, and then grant control of it to the other presenter.

Notification about Participants Being Unable to See Shared Content

Issue: During a Microsoft Lync 2010 conversation or meeting, you start sharing your desktop or a program and then see a notification that some people in the meeting are not viewing what you are sharing. You might see this notification if at least one participant:
• Is using a previous version of Lync 2010 (Microsoft Office Communicator 2007 R2 or Microsoft Office Communicator 2007) that does not support the viewing of shared content.
• Has not yet accepted your sharing request.
Resolution:

For people who are using a previous version of Lync, you can use other methods of sharing the information with them, such as file transfer, email, or instant messaging (IM). Otherwise, remind the participants to accept your sharing request.

Remote User Cannot Share

Issue: You are using Microsoft Lync 2010 on a remote computer and cannot share a program or a Microsoft Excel file with participants in a meeting or conference call.
Resolution:

This issue occurs when Lync is installed on a remote computer that is running one of the following operating systems:
• Windows Server 2008 R2 or an earlier version of Windows Server 2008
• Windows Vista
To resolve this issue, share your desktop instead of a program, and transfer Excel files another way, such as by using a file sharing website or email.

Unable to Share Content

Issue: You encounter issues when sharing a program, your desktop, or files in Microsoft Lync 2010.
Resolution:

Do the following:
• Make sure you can connect with contacts successfully before trying to share content. Content sharing relies on having a connection with the contacts you intend to share with.
• If you are trying to share content with multiple contacts, try sharing with just one contact first. This can help you determine if the issue occurs during one-on-one communication or only during conferencing.
• If you are sharing a file, try sharing your desktop instead.
• Test to confirm that devices, such as audio speakers, are connected and functioning properly. If the devices are working, the problem is likely a configuration issue related to content sharing.

Further Information

Should you experience more techincal difficulties please contact the IT Servicedesk via our contact us section