- In this scenario, when you click the 'Join Lync Meeting' or 'Join Skype Meeting' link, you expect the locally installed Lync or Skype for Business client to start. Instead, the default web browser starts and you are directed to the Lync Web App or Skype for Business Web App webpage.
- Open your browser and go to - Login with your Office 365 credentials (If you don't know your credentials please contact your IT P.
Check your security software or Firewall settings to make sure they aren't blocking Skype. Are you using a VPN? If you are connected to a VPN and the call is unable to connect, then disconnect from the VPN and try the call again.
To date, Skype is a vital channel of communication for families, friends, and businesses. The app goes back a while and still maintains its users despite the problems it’s been having. Issues on login, on startup, on call or video — Skype has had them all. Sometimes the application gets stuttery after a few seconds into the call, which, ultimately, leads to a force close with a crash code. On other occasions, you might find yourself in the situation where your microphone is not working or app not connecting at all. Dealing with these sorts of problems is never an easy job, especially considering that usually you need an urgent fix. Therefore, this guide will help deal with Skype’s most common issues related to “my Skype is not working” question.
Naturally, whenever you double-click an application icon, you expect the app to launch. Unfortunately, this is not always the case with Skype which leaves most user scratching their heads wondering “Why is my Skype not launching?”. This can happen for a number of reasons which depend on macOS version, Skype app version, your Mac’s specs, apps launched, etc.
- To quickly fix the issue you will have to open Activity Monitor app located in Applications -> Utilities. Don’t worry, the app comes preinstalled on every Mac.
- Start the application and find all Skype-related processes using the Search bar in the upper right corner.
- Select and force quit all of Skype's running processes and relaunch the application.
If any of Skype’s processes have failed and became unresponsive, closing them and relaunching can fix the problem.
Another way you can resolve the issue is by completely reinstalling Skype on your Mac.
- Completely remove Skype using MacFly Pro or any other app that features a complete uninstaller.
- Download the latest version of Skype and install the app.
Reportedly, users have had problems launching Skype. On various forums, you will constantly find discussions such as “Skype is not available”, “Why is Skype not loading?” or “My Skype application not responding”. In most of the cases, the reason this issue keeps happening is a corrupted file in the Skype folder. To fix the problem, it is recommended you perform a clean reinstall of Skype. Note, clean installation won’t be possible unless you fully delete Skype from your Mac first.
- Go to Finder -> Applications and move Skype app to Trash.
- Hold Shift-Command-D in Finder for 'Go to folder' pop-up.
- Navigate to the ~/Library/Application Support directory and delete all folders that contain Skype in the name.
- Go to ~/Library/Preferences and remove com.skype.skype.plist.
- Use Search to look for all remaining Skype files and delete those too.
- Empty your Trash and install the latest version of Skype.
Continuing down the list of Skype’s most frequent issues, let’s cover the connection problems that many users seem to experience every now and then. Reportedly, under certain conditions, Skype won’t sign in Mac. There are several reasons as to why you’re having connection issues. Firstly, it may be due to an incorrect password or login input. This is easily fixed by reassuring you’re logging into using correct login data, or by resetting your current password. Secondly, the source of the problem can be on Microsoft’s end. Follow the link to verify Skype’s current server status. Thirdly, ensure your internet connection is not the issue. Perform a clean install of Skype in case none of the above resolve the problem.
Besides logging into the app itself, Skype users encounter other frustrating issues related to camera, microphone and video/sound in general. Cases, when external hardware won’t work with Skype, are nothing new for anyone who’ve used Skype more than 3-4 times. Neither is the problem with sound and video. Yet finding the right solution to these problems isn’t always easy.
The process of setting up a camera for Skype is often unreasonably unwieldy and takes more time than it ever should have. Moreover, users often end up with their camera not working when attempting a scheduled call. As a rule, frustration kicks in when you are in a hurry and can’t find the right solution on the web for the dreaded ‘Why won’t my camera work?’ question that’s continuously running through the back of your mind. Begin by checking up on your Skype settings.
- Open Skype.
- Click on Skype menu in the menu bar.
- Select Audio & Video Settings.
- Scroll down to Video section and ensure the camera you want to use is selected.
This should get you right on track quickly, especially if you are using an external camera.
Unfortunately, troubleshooting the camera question does not necessarily fix the absence of video in a call. When in a call, check the camera button to ensure your webcam is switched on. It is quite common for users to forget about this button which ultimately becomes an easy “how to fix” solution to video problems and when your interlocutor can’t see you. Lastly, if none of the mentioned methods cover the topic of “Why won’t my camera work?” or “How come it’s not letting me see?” you will need to reinstall Skype, reboot your Mac and reconnect the camera. And don’t forget to check whether you have a sticker on your laptop camera.
Audio problems with Skype on Mac are less common than other issues. Upon encountering any audio issues, head over to Skype menu in menu bar and choose Audio & Video settings. In the Speakers section, you can adjust the volume, set correct output device as well as run an audio test. Selecting the right output and adjusting the volume should fix the problem.
Troubleshooting Skype microphone problem can get a little tricky if you choose to use an external mic. This has everything to do with Apple’s choice of the headphone jack, which, in brief, simply means you should opt for USB powered microphones to avoid issues. In order to figure out how to fix your microphone, open Skype menu in the menu bar and choose Audio & Video settings. Under Microphone section, choose your mic as desired input device make a free test call to check if everything works.
Once your preferences are set, pay attention to the microphone mute button during the call as it can be the reason you are not being heard.
-->Scoping the problem
Let's assume that you want to troubleshoot issues that occur when users try to join a Skype for Business Online (formerly Lync Online) meeting by using Lync 2010, Lync 2013, the Lync for Windows Store app, or Lync for Mac 2011. Before you start, ask yourself and any external users who are experiencing the issue the following questions:
- How many users does the problem affect?
- Are the users internal or external to your organization?
- Can the affected users reproduce the problem on a single computer or on multiple computers?
When you have the answers to these questions, see the following table to determine the kind of issue that you're dealing with. This table is provided to help scope the problem to a certain category. However, some categories may be outside the technical support boundaries of a Skype for Business Online support engineer.
Read the table as in the following example:
Multiple users... (but not a single user) ...from outside our organization...Can't join a Skype for Business Online meeting from multiple computers: (is usually caused by) Lync federation issue or external network issue.
Be aware that each column and each row are mutually exclusive. That is, the issue affects either a single user or multiple users, and the issue can be reproduced either on one computer or on multiple computers.
Issue | A single user from inside our organization | A single user from outside our organization | Multiple single user from inside our organization | Multiple users from outside our organization | Multiple users from both inside and outside our organization |
---|---|---|---|---|---|
Can't join a Skype for Business Online meeting from a single computer | Client issue | Client issue | Client issue | Client issue | Client issue |
Can't join a Skype for Business Online meeting from multiple computers | User identity issue or provisioning issue | Lync federation issue or external network issue | Network issue or Service outage | Lync federation issue or external network issue | Service outage or network issue |
Problem
Note
If you don't experience one of the symptoms that are listed in the following table, use the scoping table in the 'Scope' section to narrow the problem to a specific kind of issue. Then, you can troubleshoot the issue by following the steps that are outlined here.
Symptom | Category | Troubleshooting |
---|---|---|
When you try to click the Join Online Meeting link in a meeting invitation in Skype for Business Online, you receive 'Page not found' or 'Page cannot be displayed' in Microsoft Internet Explorer. | Network connectivity | Troubleshoot network issues |
When Skype for Business Online tries to start an online meeting, the client program freezes. | Client issue | Troubleshoot client issues |
When you try to click the Join Online Meeting link in a meeting invitation, you are repeatedly presented with a security warning and can't join the meeting. | Client issue | Troubleshoot client issues |
When you try to click the Join Online Meeting link in a meeting invitation, you receive the error 'Meeting URL is not valid'. | User Identity or Provisioning Issue | Troubleshoot identity issues |
When you use Skype for Business Online to join a Lync conference that is organized by another company, you receive the error 'reference ID 43 (source ID 241)'. | Lync Federation issue | Make sure that Domain Federation or External Communications are configured correctly |
When you click the Join Online Meetinglink in a meeting invitation, a File Opendialog box appears. Additionally, Skype for Business Online doesn't start the online meeting. | Incorrect file association | Fixing OCSMEET file associations in Windows |
You tried all steps in this document and still can't join the Skype for Business Online meeting. You are determined to connect to the conference, even if you can't participate in audio, video, or chat. | Not applicable | Join meetings by using the Lync Web App |
Troubleshooting Windows client issues
To resolve any client or computer issue, first make sure that the computer is up to date. The computer should have the latest operating system updates, audio and video drivers, and software application updates to make connecting to a Skype for Business Online meeting a successful experience. To do this, follow these steps:
- Run Windows Update, and then verify that all optional hardware updates are installed. Specifically, make sure that video, audio, and network drivers are up to date.
- Verify that Lync is up to date. See Lync Downloads and Updates for the latest Lync updates.Select your version (2013 or 2010), and then select Lync client under Category.
Install Skype For Business On Mac
Now that the computer is up to date and meets all minimum system requirements, clear any cached credentials or certificates from previous logons:
- Verify that the user has the correct certificates in Certificate Manager. To do this, follow these steps:
- Open Windows Certificate Manager. To do this, click Start, click Run, type certmgr.msc, and then click OK.
- Expand Personal, and then expand Certificates.
- Sort by the IssuedBy column, and then look for a certificate that is issued by Communications Server.
- Verify that the certificate is present and that it isn't expired.
- Delete the certificate, and then try to sign in to Skype for Business Online. If you can't sign in to Skype for Business Online, go to step 2.
- Remove the user's Skype for Business Online credentials from the Windows Credential Manager. To do this, follow these steps:
- Click Start, click Control Panel, and then click Credential Manager.
- Locate the set of credentials that are used to connect to Skype for Business Online.
- Expand the set of credentials, and then click Remove from Vault.
- Try to sign in to Skype for Business Online, and then type the new set of credentials.
Skype for Business Online falls back to 'anonymous join' if it can't authenticate. As long as anonymous participants aren't explicitly blocked from joining the meeting, they should always be able to join the meeting.
Troubleshooting network issues
- Verify that the computer is connected to the network. Determine whether the computer can access other websites.
- Verify that the network meets the requirements for connecting to Skype for Business Online. For more information, see You can't connect to Skype for Business Online, or certain features don't work, because an on-premises firewall blocks the connection .
Fixing OCSMEET file associations in Windows
Skype For Business Not Opening Mac
- Verify that Skype for Business Online is the default program that is used to open .ocsmeet files. To do this, follow these steps:
- Click Start, click Control Panel, and then click Default Programs.
- Click Associate a file type or protocol with a program.
- Scroll down to .ocsmeet, and then verify that **Microsoft Lync **is selected as the Current Default option.
- If step 1 doesn't resolve the issue, perform an Repair an Office application, or reinstall Lync 2010.
Troubleshooting Identity issues
This specific issue occurs when two users of the same Office 365 organization share the same user name (alias). Because of how Lync generates meeting URLs, two users on the same Office 365 organization who have the same user name will share the same meeting URLs. This causes the Skype for Business Online conference to become corrupted.
To resolve this issue, change the user name of one of the users who has the duplicate user name.
Troubleshooting Lync federation issues
If external users (and only external users) can't join a Skype for Business Online meeting, first determine whether they're trying to join as authenticated users or as anonymous users.
- If the user is trying to join as an authenticated user from another Lync or OCS organization:
- Your Skype for Business Online organization must have External Communications enabled, and external communication must be completely open. Or, the external user's domain must be in the Allow list.
- The external organization must have federation configured correctly from their side, too.
- For more information about federating with a Skype for Business Online organization, go to the following Microsoft TechNet website: Configuring Federation support for a Skype for Business Online customer
- If authenticated join doesn't work, Lync should automatically try to join as an anonymous or guest user.
- If the user is trying to join as an anonymous user from Lync Attendee, or if the Lync Web App or is dialing in to a Skype for Business Online conference with an ACP access number:
- For anonymous join to work, a specific DNS SRV record must be present in DNS.
- For various methods of confirming your Skype for Business Online DNS records, see Troubleshooting Skype for Business Online DNS configuration issues in Office 365.
Joining meetings by using the Lync Web App
If these troubleshooting steps don't resolve the issue, and if joining the meeting immediately is a bigger concern, use the Lync Web App. Be aware that the Lync Web App doesn't include Voice over IP (VoIP) functionality. That means that participants can only view sharing sessions. To do this, follow these steps:
- Copy the Join URL from the meeting invite, and then paste it into Internet Explorer. (Warning: Don't press Enter yet.)
- Add '?sl=1' to the end of the URL, and then press Enter.NoteYou must have Silverlight installed to use the advanced features of the Lync Web App.
Troubleshooting issues with third-party software
If you're using third-party software, you may be asked to update, disable, or remove the software as a troubleshooting step. If the issue is resolved after you take one of these actions, you may be referred to the third-party manufacturer for more help or to perform additional troubleshooting.
Still need help? Go to Microsoft Community.