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Support for Skype for Business (Lync)

For Faculty & Staff:

If you experience technical difficulties with Skype for Business (Lync) or have other questions, please contact your technology support staff or the KU IT Customer Service Center at itcsc@ku.edu or 785-864-8080.

For Students:

If you experience technical difficulties with Skype for Business (Lync) or have other questions, please contact the KU IT Customer Service Center at itcsc@ku.edu or 785-864-8080.


Troubleshooting

Instant Messaging & Presence

I manually set my presence and it is no longer updating my presence automatically. How do I reset this?
In the Skype for Business window, click on the dropdown menu directly under your name and choose "Reset Status." Please our Knowledge Base article for more details.
I have a meeting on my calendar but my presence isn't being updated to show that I am in a meeting.
Please see our Knowledge Base article for the things to check regarding the meeting entry on your calendar.

Online Meetings

I am the presenter and cannot start an online meeting by dialing in from a traditional phone. It is asking me for my PIN.
This is a known issue. Due to limitations with the current features rolled out, user PINs cannot be assigned at this time. As meeting host, you can start the Skype for Business meeting with the Skype for Business client before attendees call into the phone bridge.
I schedule on behalf of someone else. Our process is that all meeting requests come to me, and I create a duplicate event on their calendar. So, I look like I'm busy, but am really available. What should I do?
There are two potential solutions: 1) In Outlook, set the "Show As" status for the event to "Free" or 2) Turn off "Presence" in Skype for Business. See our Knowledge Base article for detailed instructions.

Voice & Video

When on wireless, I experience poor call quality.
Using Skype for Business via a wired connection is recommended for the best results and reliability. Wireless should be sufficient for most Skype for Business uses, given the appropriate signal strength and capacity. Follow instructions in our Knowledge Base article for how to optimize your performance on a wireless connection.
I can't hear audio from other applications in my Skype for Business headset.
It could be that Windows does not have the correct audio device set as default for all programs. See our Knowledge Base article for more details.
After my computer goes to sleep my headset doesn't work until I unplug it and plug it back in.
Make sure your headset or USB device is plugged directly into your computer and not through your monitor, docking station, or a USB hub. If the problem continues when the USB headset is directly plugged in to your computer, try a different USB port to see if that eliminates the issue.
I am getting static noise in my headset.
Make sure your headset or USB device is plugged directly into your computer and not through your monitor, docking station, or a USB hub. If the problem continues when the USB headset is directly plugged in to your computer, try a different USB port to see if that eliminates the issue.
When I answer an incoming call, the volume of other audio sources in Windows are only lowered instead of being muted. How do I change this?
Please see our Knowledge Base article for troubleshooting.
How do I adjust the amount I hear myself talking in the speakers of my USB headset?
This is referred to as "sidetone" and can be adjusted by following the instructions in our Knowledge Base article.
My Microsoft LifeChat LX-6000 headset has issues when I first plug it in and immediately accept a call or join a meeting.
This is a known issue with this headset. After plugging in your headset, please wait for 10 seconds before answering a Skype for Business call or joining a Skype for Business meeting. Click on Recommended Devices to see headsets that have been tested and recommended for use at KU.
Some webcams that are not optimized for Skype for Business may cause issues.
There are known issues with some non-Skype for Businesss-optimized webcams, including the client crashing when trying to video chat or hovering over the start video button with your mouse to start the video preview. It is our recommendation to use a Skype for Business-optimized webcam like the one we recommend on Recommended Devices. A full list of optimized Skype for Business webcams can be found on Microsoft's Skype for Business Solutions under "Personal Peripherals & PC's."

Mac-specific Questions

Every time my Mac goes to sleep Lync crashes.
This is a known bug in the client. Our Knowledge Base article will show you how to disable sleep when your computer is plugged in.
When using the web client for Lync meetings, the iSight camera built into my computer isn't recognized as a video device.
This is a known issues with the iSight camera that was corrected in a subsequent update. Download the latest Lync for Mac 2011 update.
My Mac client is continuously crashing, is dropping calls, and/or is unstable.
If the Mac client crashes, dropping, calls, or is acting unstable in general, then there is an issue with your Lync Install and it will need to be uninstalled, then re-installed. Please see our Knowledge Base article for more information.
In a voice call on the Lync 2011 Mac, every 20 seconds or so I the audio stutters.
This is a known issue with the Lync 2011 for Mac client and was corrected in a subsequent udpate. Download the latest Lync for Mac 2011 update.

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Skype for Business Information for Mac Users

Skype With The World

Do you have friends or family that use Skype for Business at other universities or organizations?

KU has open federation for Skype for Business, which means you can connect with friends and colleagues at more than 850 organizations around the world that also offer open federation. You can add a non-KU person at an open federation site to your contacts list and immediately begin a chat or S4B-to-S4B voice or video call. Check the Skype Directory to find organizations that have Skype for Business open federation.

Technology Help

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