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Find answers to known problems and issues using Lync.

All Operating Systems

"Can't sign in to Lync," error? Are you signing into Lync on a shared or public machine?

The first time you sign in to Lync, you will receive an error “Can’t sign in to Lync." This problem occurs both the first time you sign into Lync and when you are using a shared or public machine. This is a known issue and can be resolved by a second sign in. Read more

How can I connect with people who are guests to UB or don't have the Lync client installed?

The Lync Web App allows people who are guests or do not have the Lync client installed to join a Lync meeting. Learn how

Why do guests who have the Lync client have trouble connecting to my meeting?

If you are connecting to someone at another organization that uses Lync, you may need to add ?sl=1 to the end of the meeting URL you send to that person. If the guest’s organization is not federated with UB, their Lync client will not work properly with our Lync system.  Adding ?sl=1 to the end of your meeting URL forces them to use the Lync Web App instead of their Lync client so they can successfully connect to your meeting.

Are you off campus and Lync will not sign in, it keeps spinning as if to connect, but never does.

In order to use Lync from off campus, you must first run AnyConnect.

How many people can connect to my Lync meeting?

Students are limited to ten attendees including presenter while faculty and staff are limited to 250 attendees.

UB faculty and staff may request to allow students to obtain permissions for increased attendees.

Why can't I record my meeting?

Students do not have the ability to record meetings.  UB faculty and staff may request to allow students to obtain permissions to record meetings.

Why is the Lync Web App asking to install the plug-in again?

If you’re having trouble with the Lync Web App plug-in, read about Microsoft's Plug-in isn’t detected after installation.

Why is Lync asking for a PIN?

A PIN is only necessary when phone particpants are made to wait in the lobby. Find or change a PIN

Why am I not getting sound for my meeting?

Attendees are muted by default when they log in to a meeting. Click the blue Audio icon on the bottom of the screen to unmute. Presenters also have the ability to mute and unmute meeting participants. Presenters can unmute someone’s microphone if they need assistance.

I'm experiencing choppy audio or video.

Before you replace your webcam, make sure you have a good network connection, your computer isn't working overtime on another application and your webcam driver is current. Read more

How do I use the Lync Web App when I have the client installed?

Append ?sl=1 to the end of the URL for the meeting invitation. This will force your computer to use the Lync Web App.

Can the Lync Web App be used for ad hoc communication?

Ad hoc instant messaging and video chat can only happen between Lync clients. To include people using the Lync Web App you must schedule a meeting and send the meeting URL to all participants..

I get, "An error occurred during the screen presentation" when trying to accept a shared desktop or program request.

If you can share content but cannot receive content shared to you, follow these steps to fix the problem.

  1. Click Start Control Panel.
  2. Click Programs and Features View installed updates. Uninstall the KB2760512 and KB2760556 patches.
  3. Reboot your computer. Screen sharing should work, test it to be sure.
  4. Download and apply the KB2760512 patch:
  5. Reboot your computer. Confirm screen sharing works.

I can share video but not audio.

After confirming that your microphone is connected and working properly in another application, select Check Call Quality tool.

The Check Call Quality tool is found under Options in the Audio Devicesection. People report that after running the tool, audio works correctly again.

What audio and video devices are recommended for use with Lync?

Do I have to use Microsoft Exchange email to use Lync?

No, Microsoft Lync has client types for Windows, Mac and mobile clients. With Outlook installed on your device, the Online Meeting Add-in installs automatically when installing Lync. Having Microsoft Outlook integrated with Lync gives you additional features. The Outlook client can be used with UBmail Powered by Google, UBmail (Central Email) or UBmail Powered by Exchange.  

If you do not have Outlook, you can use the Lync Web Scheduler and join meetings using the Lync Web App.

Is AnyConnect Secure Mobility Client required when using the Lync client from off campus?

Yes, you do need to use AnyConnect Secure Mobility Client with the Lync client from off campus.

Macintosh

Why doesn't my video work using Chrome?

Some people have experienced problems using Chrome with Lync.  Try a different browser such as Safari or Firefox.  

Does Lync for Mac 2011 support multiple simultaneous participants?

Audio from all participants will be heard, but the Lync for Mac 2011 for client will only display video of the current speaker. The Web App could be used if viewing video from multiple participants at once if desired.

See how to use the Web App when you have the client installed.

Can people using Office 2011 for Mac schedule online meetings in Outlook?

Yes, the Online Meeting Add-in is available in the Mac version of Outlook and can be used to create a meeting.

Mobile

When trying to log into Lync on my iOS device I get an error, "We can't sign you in. Please check your account info and try again."

Select Show Advanced Options and enter your UBITName in the User Name field.

Windows

Can I change my profile picture in Lync 2013?

No, currently there is no way in Lync 2013 for people to change their profile picture. The option is disabled at UB.

How can I upgrade from Lync 2010 for Windows to Lync 2013?

Uninstall all previous versions of Microsoft Lync.

  1. Log on to your computer as a member of the Administrators group.
  2. Click Start > Control Panel > Programs and Features.
  3. Click Microsoft Lync 2010.
  4. Click Uninstall at the top of the window.

Restart your computer before installing the new version.

Next, follow instructions to install the Lync 2013 client.

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