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ThisisParya-7758 avatar image
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ThisisParya-7758 asked ThisisParya-7758 commented

Problem of skype for business

Hello there,
I have a very weird problem, one of our clients using S4B 2016 with Windows 10, can't make call or conference call to a specific user who is using S4B on mac.
When he try to call the screen of call pops up but the icons of video and sound disappears and they turn to plus (+).
I should mention we do not have any problem with any user and other user.
Could u help me ?

office-skype-business-server-administrationoffice-skype-business-server-enterprise-voiceoffice-skype-business-server-conferencingoffice-skype-business-server-itpro-generaloffice-skype-business-server-edge-servers
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1 Answer

SharonZhao-MSFT avatar image
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SharonZhao-MSFT answered ThisisParya-7758 commented

@ThisisParya-7758,

It recommends the two affected users clear their client cache (as below) and make sure their clients are the latest version.

  1. Right click the Windows icon and open the Run bar

  2. Type in: %localappdata%\Microsoft\Office\1x.0\Lync\ folder

  3. Delete the sip profile folder.

  4. Go into the Tracing folder, delete all files.

If no luck, uninstall Skype for Business and reinstall.

To determine if this is a software issue, let affected users use different computer to test call feature and observer the result.

If above suggestions have no help, I want to confirm some question with you:

Could anyone else call the Mac user normally?

Could the affected caller call other users properly?

To know your situation clearly, could you provide us a screenshot of this scenario if possible?


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Hi Sharon,
The systems belong to our CEO, so, it is not easy to access them ,or suggest them to change their system but the problem is just with them, they are using the latest version of S4B Softwares both on Linux based and MS based system. I did this before
Right click the Windows icon and open the Run bar

Type in: %localappdata%\Microsoft\Office\1x.0\Lync\ folder

Delete the sip profile folder.

Go into the Tracing folder, delete all files.
They can call other users both ( mac and Win)
any new suggestion?

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@ThisisParya-7758
Is there any error message about this problem or any related log files?

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Thanks Dear, by updating the mac version the problem gone.
Regards

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