Skype for Business Known Problems and Workarounds

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Why does installing Skype for Business keep failing?

If you are using Click-to-Run version of Microsoft Office 2016 the installation will fail. Uninstall the Click-to-Run version and install Office 2016 from UB.

Why is the Skype for Business Web App asking to install the plug-in again?

If you’re having trouble with the Skype for Business Web App plug-in, read about trouble installing plug-in helpful hints from Microsoft.

Signing In / Logging In

"Can't sign into Skype for Business" error on a shared or public machine.

The first time you sign in to Skype for Business, you will receive an error “Can’t sign in to Skype for Business." This problem occurs both the first time you sign in 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 >

When trying to log into Skype for Business 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.

Why is Skype for Business asking for a PIN?

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

Unable to Make a Connection

"I'm sorry, I can't locate that meeting" error.

Sometimes a conference ID will become corrupt. The meeting organizer can resolve the issue by resetting the Assigned Conference information resulting in a new conference ID and meeting URL.  

  1. Log into
  2. Select Sign In and enter your UBITName and password
  3. Select Reset my Assigned Conference information

The old conference ID and meeting URL will no longer work.  Any existing meetings with the old conference ID will need to be updated to use the new Conference ID.

Two-party connections fail with at least one Mac and either using "Boosted" Wi-Fi.

Connections fail when attempting a two party (peer-to-peer) audio or video connection, with at least one party using a Mac and either party is using Wi-Fi in a boosted area. Find out if your building's Wi-Fi is boosted.

Why do guests who have the Skype for Business client have trouble connecting to my meeting?

If you are connecting to someone at another organization that uses Skype for Business, 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 Skype for Business client will not work properly with the UB system.  Adding ?sl=1 to the end of your meeting URL forces them to use the Skype for Business Web App instead of their Skype for Business client so they can successfully connect to your meeting.

"This action cannot be completed because your account is not configured for Enterprise Voice" error when trying to dial a number.

UB's Skype for Business server is not configured to dial phone numbers.  Meeting participants call 716-645-9000 and enter a Conference ID supplied by the meeting invitation to get into the meeting by phone.

Poor Audio/Video Quality

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 Microsoft's recommendations for optimized hardware.

Video sometimes does not work with Chrome browser on Macintosh.

Try a different browser such as Safari or Firefox.  

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.

Does Skype for Business on Mac support multiple simultaneous participants?

audio settings.

Audio from all participants will be heard, but the Skype for Business on Mac 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.

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.


"Unable to identify calendar owner" error when using Outlook to schedule a Skype for Business meeting.

Use your UBITName and password to log into the Lync Web Scheduler to avoid this error.  You can only schedule a meeting using Outlook Meeting Add-in for Skype for Business if your email is UBmail for faculty and staff.


My student is not able to record my meeting.

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

Meeting recording not supported on Skype for Business on Mac?

The Record feature is not yet supported in Skype for Business on Mac. Try using Apple QuickTime to record audio.

Still need help?

Contact the UBIT Help Center.