Skype for business (Lync 2013) not showing conversation history within the app for 1 user

Chipchase, Matthew 6

So as titled Skype for business is not showing conversation history within the app for 1 user.

They can see their conversation history in Outlook fine, but when clicking the Conversations button in the Skype for business app nothing shows up.

Issue follows them to other machines. I believe we have tried deleting their Skype account in Lync server 2013 and recreating it, but the issue remains the same.

Also tried deleting the SIP folder etc. But that will have been ruled out by the issue following the user to another machine (no roaming profiles).

The user thinks it has never worked since he started about 3 years ago.

Any other suggestions?

JimmyYang-MSFT 49,191 Reputation points Microsoft Vendor

2021-03-01T05:16:54.78+00:00

Hi @Chipchase, Matthew

To troubleshoot this issue, we firstly recommend you check if the EWS status is OK by following these steps:

1.Press Ctrl and right click Lync icon in the taskbar.
2.Click Configuration Information

In addition, we recommend you collect if there are any error messages from the Lync client log file. You can navigate to the Tracing Folder in your user directory in File folder. For more details, you can refer to:

https://learn.microsoft.com/en-us/skypeforbusiness/troubleshoot/server-configuration/collect-log-files#collect-log-files
Chipchase, Matthew 6 Reputation points

2021-03-01T15:26:02.843+00:00

The EWS Internal URL and External are showing blank and EWS Information is showing as EWS not Deployed. MAPI Information is showing MAPI Status OK. Hanging Notification Status is showing Disconnected.

This is actually happening for myself and 1 other user. Everyone else is fine. We have a O365 hybrid setup and on prem Lync 2013.
JimmyYang-MSFT 49,191 Reputation points Microsoft Vendor

2021-03-04T10:19:51.217+00:00

Hi @Chipchase, Matthew

Thanks for your information you provided!

IF EWS not deployed shows up then first thing to check is this regedit key:

Start regedit.exe
Go to HKLMsoftwareMicrosoftofficeoutlookaddinsUCAddin.LyncAddin.1
Make sure that value of “LoadBehavior” is = 3, if not then change it to 3
Restart LYNC client and wait a couple of minutes.
JimmyYang-MSFT 49,191 Reputation points Microsoft Vendor

2021-03-09T10:16:40.463+00:00

Hi @Chipchase, Matthew

Any update?
Chipchase, Matthew 6 Reputation points

2021-03-11T11:57:25.13+00:00

Hi Jimmy,

Unfortunately if I go to HKLM\Software\Microsoft\Office there is no Outlook key there, only 14.0, 15.0, 16.0, ClickToRun, Common and Software

However I can find it under HKCU\Software\Microsoft\Office\Outlook\Addins\UCAddin.Lync.Addin.1\LoadBehavior = 3

LoadBehavior already set to 3, can you advise next steps?
Chipchase, Matthew 6 Reputation points

2021-03-17T08:33:01.58+00:00

@JimmyYang-MSFT any update?
Chipchase, Matthew 6 Reputation points

2021-03-24T15:58:31.327+00:00

@JimmyYang-MSFT I now have another user with the same issue. We gave the original user a new laptop and the issue is still the same. EWS Information: EWS not deployed. Please advise? I managed to fix my own by recreating my Lync account. But this didn't work for the other 2 users.