Let’s talk about Lync problems! How’s that for a 2014 start?

Microsoft has a long list of known issues for Lync 2013 (all versions) here:
Lync 2013 Known Issues – Office Support

I’ve encountered a few of these myself. Some of you may have also. I’ve also come across definite issues NOT on this list.

Let me list out some Known Issues, so we’re all familiar with the kinds of quirky things Lync 2013 can do. Then I’ll list out two “unknown” issues.

Now, I don’t have workarounds for both of the “unknowns.” I’m posting them here so that they’re documented.

I can imagine frustrated admins, hunting through search results for the reason behind Weird Lync 2013 Issue X. Their hopes thinning that they’ll find some explanation, if not a solution. This one’s for you guys!

Some Known Issues of Lync 2013

  1. “Poll can’t be created when its name contains certain special characters”
    1. Version: Lync 2013 Desktop
    2. Explanation: In the Danish version of the Lync desktop client, polls can’t be created when the poll name contains a special character such as ?, @, #.
    3. Workaround: To successfully create a poll, use a name that doesn’t contain any special characters.

    I use the English version, not the Danish. But this did happen when I tried to create a poll with the title, “Lync Support Rates in 2013?”
    I took the ? out and it loaded just fine.

  2. “On some Wi-Fi networks, calls can disconnect while in an audio or video call”
    1. Version: Lync 2013 Mobile
    2. Explanation: On some Wi-Fi networks, an iOS mobile client (like iPhone 3, 4, 4S, or 5, iPad 1) can disconnect calls while in an audio or video call.
    3. Workaround: Disable 802.11k or disable max-tx-fail check on the wireless controller (this check is used to disconnect the device if the number of failed packet transmission passes certain threshold).

    Everyone’s had a call drop on them at some point. I wasn’t roaming for the call I’m thinking of, so I likely had too many failed packets. Unfortunately, I wasn’t able to access the router to verify in this case.

  3. “Sharing and video call invitations fail on some mobile 4G networks”
    1. Version: Lync 2013 Windows Store App, June 2013 Update
    2. Explanation: On some mobile 4G networks, you may not be able to send or receive video in meetings and video calls or to see shared content in meetings. When you’re in a call or meeting, a notification will be displayed that video or sharing is available, but clicking Accept will result in a failure because the mobile network connection is temporarily lost.
    3. Workaround: No workaround is available at this time.

    I haven’t encountered this; only used the Windows Store App as a test. But I wanted to list it because a) there’s no workaround yet, and b) it’s something you should test on your own network before initiating any important calls.

The Unknown (But Documented) Lync 2013 Issues

In the course of daily Lync usage, I’ve encountered a couple issues that were NOT on the Microsoft list. And I thought, “Better document these in case someone else runs into them!”

  1. “Inability to Open an Instant Message from Notification Window”
    1. Version: Lync 2013 Desktop
    2. Explanation: When receiving a Notification of IM Conversation from another contact, I’m unable to click ‘Accept’. Nothing happens for several seconds (variable). Eventually I’m able to click ‘Accept’ and open the Conversation window.
    3. Workaround: Press Alt-Tab to switch out of the current window. Continue hitting Alt-Tab until you reach the Lync 2013 main window. Most of the time, this allows me to click ‘Accept’ on the notification.
  2. “Conversation Window Fails When Adding Audio to IM Conversation on iPad 2”
    1. Version: Lync 2013 Mobile
    2. Explanation: When you click ‘Accept’ for a contact adding audio to your existing conversation, Lync 2013 closes the Conversation window instead. Lync 2013 Mobile remains active; conversation can be resumed at once. This happens rarely – maybe twice in the whole time I’ve used Lync 2013 on my iPad. It may be related to the “Mobile user isn’t removed from a conference when disconnects outside voice call” known issue.
    3. Workaround: There is no workaround at this time though, and I haven’t come across a solution on my own yet.

Wish I could say I had all the answers. Best I can do is document the problems, so that we’re all aware of them.

What’s Happening with The Lync Insider in 2014

In case you’re wondering – our big plan for The Lync Insider Blog in 2014 is…more of the same. More posts on Lync’s coming changes, more how-to’s on setting it up & administration, more analysis of VoIP’s growing adoption in business. More of what brings you back here.

2014 CALL FOR STORIES: I love fielding questions and posting stories from our readers! If you have a Lync Server story problem or question, please comment or email me with it.

For instance, if you’ve encountered an issue with Lync 2013 like the above (known or unknown), leave a comment or send me an email about it. Were you able to work around, or solve it? Let’s talk!

Issues With Lync 2013 – Known and Unknown (But Documented)
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18 thoughts on “Issues With Lync 2013 – Known and Unknown (But Documented)

  • August 20, 2014 at 9:22 am

    Any issues between Lync 2013 and Symantec SEP 12.1 in terms of compatibility, issues, exceptions to exclude on SEP . I appreciate any feedbacks


  • December 19, 2014 at 10:10 am

    We are still having a problem with the proxy login popping up at random times. Lync 2013. Client and server up to date. Seems like only those with 2013 version have this problem.

  • February 5, 2015 at 10:20 pm

    Lync 2013 5.3.8932 not working on Android.

    We have started facing issues with latest Lync 2013 apk (5.3.8932) which was released on Jan 20th of this year.

    Unable to Lync 2013 from Android mobiles, encountering errors as below.

    We can’t verify the certificate from the server. Please contact your support team
    We can’t connect to the server. Check your network connection and server address, and try again. Can’t reach server
    However we’re still able to login using the old version 5.3. 8930. Is this a known issue and troubleshooting steps can be provided to resolve the issue?

    Please note that we’re using certificates from Internal CA .

  • July 14, 2015 at 11:19 am

    I use LYNC to do video chats with my team members who are geographically diverse. I also have softphone on my laptop with a USB headset and there seems to be some conflict between the two devices. When I open a video chat using LYNC, I get a dial tone at the same time as the actual video (I can see and hear the person). Eventually a recorded message comes on advising that the call cannot be connected as dialed, followed by a steady busy signal. After about 30 seconds it disconnects the call. My help desk cannot seem to figure out why this occurs and now I can really only use LYNC if there is no headset involved. Not a good thing if I am trying to talk to an employee from my desk. Anyone ever see this and are there any solutions?

  • August 27, 2015 at 2:46 am

    We are having an issue whereby we install Lync 2013 and are not able to open the options screen. We applied the update to SKype to the package and this seemsto have worked however we dont get a splash screen on startup and as stated clicking on the options cog or menu a box flashes upand then disappears. This isnt happening on all machines. it is puzzling though.

    • September 16, 2015 at 8:55 am


      Thanks for the comment; sorry it’s taken me a while to respond. So I’m clear, this Options screen failure started after you applied the Skype client update, right? If that’s the case, have you tried removing Lync/Skype for Business completely & reinstalling? Also, are all the Skype for Business patches installed server-side?

  • October 29, 2015 at 12:39 pm

    We are experiencing an odd issue of Lync not being able to change the status.

    These are the steps we normally use to fix it

    o Click on ‘Delete my sign-in info’ on the Lync 2013 Sign-in page

    o Close Lync via Task Manager

    o Delete the user’s local Lync profile by doing the following: (This applies to Windows 7 only)

    Copy & paste this path into Windows Explorer: %LOCALAPPDATA%\Microsoft\Office\15.0\Lync\
    Delete all folders beginning with ‘sip_’. The folder names look like this: sip_first.last@XXXXXXXXX.com
    o Launch Lync 2013 and re-test logon

    Normally that would fix it, but it doesn’t change the results

    • November 4, 2015 at 10:50 am

      Hi Robert,

      Not able to change Presence status? You’ve tried uninstalling/reinstalling the Lync 2013 client itself, I’m presuming. Does this occur if you sign in to your Lync account on another computer too? If so, that might indicate a server error on the Front End. Hope this helps.

  • December 14, 2015 at 10:16 pm

    Last week, I organized a team meeting and was recording it. Towards the end of the meeting, the call got disconnected. I immediately joined the meeting again and the recording started. However, I got the recording of the last few minutes and I seem to have lost the recording of the first 45 minutes.
    Is there a way I can get back that recording. It’s kind of important.


  • January 24, 2016 at 12:53 am

    Lync for android version 5.4.1106 works well
    Lync for android version 5.4.1106 doesn’t work and gives “We can’t verify the certificate from the server. Please contact your support team” error message.
    Skype for business latest update from google play doesn’t work at all and says the server is busy or it cannot be contacted.

  • March 3, 2016 at 4:55 pm

    We are having a problem with some of our users who work off site dropping from the conferences. Link monitoring shows it as a loss of network connection. The concern is this does not seem to happen when users use WebEx conferencing. Do you know if there is some kind of setting that we can adjust that will let you users connection stay established if they have a few second lapse in their connection to let them recover without dropping them completely.

  • September 6, 2017 at 6:26 am

    I have an occasionally occurring problem using Lync 2013 on Windows 7 for IMing with other employees at my company. When I receive a new IM, I am alerted in the lower-right corner (default). The alert contains a short preview of the IM’s content. Occasionally when I open the IM, the content that was previewed has been deleted, so I have to ask the sender to copy & paste their previous IM to me before I can see their full message. I’ve scanned the known Lync 2013 issues, and I’ve scanned the list above, but I didn’t see anyone else having this problem. It only happens occasionally, and I’ve not been able to identify the circumstances to make it repeat. Do you have any suggestions?

    • September 6, 2017 at 7:07 am

      Hi Cheryl,
      Thanks for the comment. It sounds like your Lync client is malfunctioning. If others aren’t having the problem, and the server is functioning properly (IT can confirm this), then your client isn’t communicating properly with the server. Have you tried a complete uninstall & reinstall? If not, please try that.

      If so, I would recommend uninstalling the Lync client, and then doing a clean install of the Skype for Business client. I don’t know if your company’s using a Lync Server or Skype for Business Server, but it should work either way. Hope this helps!

  • April 30, 2018 at 5:51 am

    I am joining a Lync meeting hosted by a client. I have removed my webcam from Skype so there is no lock on the webcam during the call. When the call starts the sound works on Lync and we can talk, I can also see the client, but my webcam shows nothing and we both see a black screen video image where my side of the video should be. If I try switching on my webcam during the Lync meeting this also shows black , which might suggest the webcam is locked by Lync – even if its not showing.

    Any guidance would be appreciated.

    • May 2, 2018 at 1:56 pm

      Hi John,

      Are you still using the Lync 2013 client? If so, I would update to a Skype for Business client first off. It could be that Lync 2013 doesn’t fully understand how to use your webcam. You might also check the webcame’s compatibility list – if it’s recently made, then chances are it isn’t compatible with Lync 2013.


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