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:
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.
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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.
| 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 |
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 |
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.
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:
Remove the user's Skype for Business Online credentials from the Windows Credential Manager. To do this, follow these steps:
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.
Verify that Skype for Business Online is the default program that is used to open .ocsmeet files. To do this, follow these steps:
If step 1 doesn't resolve the issue, perform an Repair an Office application, or reinstall Lync 2010.
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.
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 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.
Note
You must have Silverlight installed to use the advanced features of the Lync Web App.
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.
-->Summary: IT Professionals should review the support requirements for the Skype for Business Web App and Skype Meetings App while planning for Skype for Business Server. This article is not intended for the users of these apps.
Once you've implemented Skype for Business Server, your organization's users will presumably have the Skype for Business client installed as part of the deployment process.
Later on, those users may create meetings and invite users from outside the organization, and those meeting invitees may not have any version of the Skype for Business client. When those users click the URL for the meeting invite, the lack of a client will be detected and the invitee without a Skype for Business client will be asked to download and install a lightweight, meetings-only client so they can join the meeting.
Note
The Skype for Business Web App and Skype Meetings App are only available when trying to log in to a meeting without having Skype for Business. User help for these apps is at https://aka.ms/smahelp.
Note
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You can't pre-install either the Skype for Business Web App or Skype Meetings App, but smart phone and tablet users may be able to install inexpensive mobile clients they can use to attend meetings.
By default, the server hosting the meeting will direct the user to download and install Skype for Business Web App to join the meeting. The Skype for Business Web App is stored on the Front End Server and gets sent to the meeting attendee.
For Skype for Business Server, Skype Meetings App (on Windows) and Skype for Business for Mac (on Mac) are available as replacements for Skype for Business Web App beginning with CU5, but providing the replacement apps requires the additional configuration described in Enable Skype Meetings App to replace Skype for Business Web App (Optional). If Skype Meetings App and Skype for Business for Mac are enabled, users will download the latest version of the apps from the Office 365 Content Delivery Network (CDN) rather than from your Skype for Business server. For Skype for Business Server 2019, using Skype Meetings App and Skype for Business for Mac is the only option.
Skype Meetings App offers a simplified browser experience for downloading and installing the app and joining meetings, including one-click join for users of Internet Explorer. Skype Meetings App also has many improvements over the Skype for Business Web App for reliability and the meeting experience.
Note
As of Skype for Business Server 2015 CU5 or later, meetings held using Skype for Business Online will no longer send a clientless user the Skype for Business Web App, they will instead be sent Skype Meetings App (on Windows) or Skype for Business for Mac (on Mac). As of Skype for Business Server 2015 CU5 or later, if you Enable Skype Meetings App to replace Skype for Business Web App (Optional), clientless users will be sent Skype Meetings App or Skype for Business for Mac instead of Skype for Business Web App.
To use the Skype for Business Web App, a user must have one of the following supported operating system and browser combinations.
Operating System and minimum browser support for Skype for Business Web App
| Operating system | Edge | 32- and 64-bit Internet Explorer 11 or later | 32- and 64-bit Internet Explorer 10 or later | 32- and 64-bit Internet Explorer 9 or later | 32- and 64-bit Version of Safari 6.2.8 - 11.X | 32- and 64-bit Version of Chrome 18.X or later |
|---|---|---|---|---|---|---|
| Windows 10 | Yes | Yes | N/A | N/A | N/A | Yes ❸ |
| Windows 8.1 ❶ | N/A | Yes | N/A | N/A | N/A | Yes ❸ |
| Windows 8 (Intel based) ❶ | N/A | N/A | Yes | N/A | N/A | Yes ❸ |
| Windows 7 with SP1 ❷ | N/A | Yes | No | No | N/A | Yes ❸ |
| Windows Server 2008 R2 with SP1 ❷ | N/A | Yes | Yes | Yes | N/A | Yes ❸ |
| macOS 10.8 and later (Intel-based) ❷ | N/A | N/A | N/A | N/A | Yes | Yes |
❶ The Skype for Business Web App browser plug-in requires a specific sharing plugin to use computer-based voice, video, sharing, and viewing of ongoing screen sharing and other features. A meeting attendee is given the option to install the sharing plug-in either when they join the meeting or when they initiate one of these features. On Windows 8, and Windows 8.1, the sharing plug-in can be installed only if you're running Internet Explorer 10 or Internet Explorer 11 for the desktop. These features are not available with non-desktop versions of Internet Explorer 10 and 11. Note that Firefox and Safari version 12.0 and later is no longer supported.
❷ On supported Windows 7, Windows Server 2008 R2, and Macintosh operating systems, all features are available including computer-based voice, video, application viewing, application sharing, desktop viewing, and desktop sharing. To use these features, you must install a plug-in when prompted. Note that Mac OS X version 10.7 is no longer supported.
❸ Accessing the Web App from Chrome on Windows will launch a small program which loads the Web App in an embedded Internet Explorer frame. This program requires one of the supported versions of Internet Explorer be installed for the Web App to load properly.
Note
Office 365 users can use Internet Explorer 10 or later with Skype for Business.
Skype Meetings App runs as an app on computers using Windows 10, Windows 8.1, Windows 8, Windows 7, with 32- and 64-bit Internet Explorer 11 or later installed.
For any other dependencies, refer to Supported platforms for Skype Meetings App
Skype for Business for Mac runs on computers using macOS version 10.8 or later.
Computer hardware requirements are determined by the operating system and browser. Voice and telephony features require a microphone and speakers, headset with microphone, or equivalent device compatible with the computer. Video features require a video device compatible with the computer. For detailed information about video hardware support and expected video quality, see Skype for Business client video resolutions.
If a user of Skype for Business Web App or Skype Meetings App experiences meeting connection issues, chances are their organization's network infrastructure is not configured to support Office 365 as described in Office 365 URLs and IP address ranges. This is the case whether the meeting was created by a user of Skype for Business Online or Skype for Business Server.
If the user is on a network not configured as described, many app features may or may not work and they may not be able to connect to the meeting at all.
This table compares the Meetings features available to users of the Skype for Business client, Skype for Business Web App, Skype Meetings App, and Lync Web App. Lync Web App is listed for feature comparison purposes: a user would only be downloading and using Lync Web App if the meeting was hosted on a Lync 2013 server.
| Feature/capability | Skype for Business 2016 or 2019 client | Skype for Business on Mac client | Skype Meetings App | Skype for Business Web App | Lync Web App |
|---|---|---|---|---|---|
| Add computer audio | ✔ | ✔ | ✔ (requires plug-in) | ✔ (requires plug-in) | ✔ (requires plug-in) |
| Add video | ✔ | ✔ | ✔ (requires plug-in) | ✔ (requires plug-in) | ✔ (requires plug-in) |
| Switch audio to a phone for authenticated participants | ✔ | ✔ | ✔ | ✔ | ✔ |
| Switch audio to a phone for guest participants | ✔ | ✔ | ✔ | ||
| View multiparty video (gallery view) | ✔ | ✔ | ✔ | ✔ | ✔ |
| Video-based screen sharing | ✔ | ✔ | ✔(View-only) | ||
| Use in-meeting presenter controls | ✔ | ✔ | ✔ | ✔ | ✔ |
| Access detailed meeting roster | ✔ | ✔ | ✔ | ✔ | ✔ |
| Participate in multiparty IM | ✔ | ✔ | ✔ | ✔ | ✔ |
| Set IM messages as high importance | ✔ | ||||
| Share the desktop (if enabled) | ✔ | ✔ | ✔ (requires plug-in) | ✔ (requires plug-in) | ✔ (requires plug-in) |
| Share a program (if enabled) | ✔ | ✔(On Windows only; requires plug-in) | ✔(On Windows only; requires plug-in) | ✔(On Windows only; requires plug-in) | |
| Take control of another user's shared desktop or program | ✔ | ✔ (❶ On Windows only; requires plug-in) | ✔ (❶ On Windows only; requires plug-in) | ✔ (❶ On Windows only; requires plug-in) | |
| Let another user take control of your shared desktop or program | ✔ | ||||
| Add anonymous participants (if enabled) | ✔ | ✔ | ✔ | ✔ | ✔ |
| Invite participants by name | ✔ | ✔ | |||
| Invite participants by phone number | ✔ | ✔ | ✔ | ✔ | ✔ |
| Invite participants by email | ✔ | ✔ | ✔ | ✔ | |
| Use dial-in audio meetings | ✔ ❷ | ✔ ❷ | ✔ ❷ | ✔ ❷ | ✔ ❷ |
| Initiate a Meet Now meeting | ✔ | ✔ | |||
| Record a meeting | ✔ | ||||
| Add and download attachments | ✔ | ✔ | ✔ | ✔ | |
| Add and present Microsoft PowerPoint files | ✔ | ✔ | ✔ | ✔ | ✔ |
| Navigate Microsoft PowerPoint files | ✔ | ✔ | ✔ | ✔ | ✔ |
| Add and edit OneNote meeting notes | ✔ | Edit only (not add) | Edit only (not add) | Edit only (not add) | |
| Use a whiteboard | ✔ | ✔ | ✔ | ✔ | |
| Conduct polls | ✔ | ✔ | ✔ | ✔ | |
| Upload files to share with others | ✔ | ✔ | ✔ | ✔ | |
| Schedule a meeting or conference | Outlook or Skype for Business Web Scheduler | Outlook or Skype for Business Web Scheduler | Skype for Business Web Scheduler | Skype for Business Web Scheduler | Skype for Business Web Scheduler |
| Q&A Manager | ✔ | ✔ | ✔ | ✔ | |
| Disable attendee video | ✔ | ||||
| Disable meeting IM | ✔ | ✔ | ✔ | ✔ | |
| Mute audience | ✔ | ✔ | ✔ | ✔ | ✔ |
| Make everyone an attendee | ✔ | ||||
| Produce Skype Meeting Broadcast | ✔ |
❶ Participants can't control desktops that are shared by Skype for Business for Mac, Lync for Mac 2011 or Communicator for Mac 2011 users. This also won't work for Skype for Business Web App on Max OSX.
❷ For Skype for Business Online, this feature requires Microsoft PSTN Conferencing, Exchange Unified Messaging, or a 3rd party audio conferencing provider.
❸ The Lync for Mac 2011 client cannot view Microsoft Office 2013 PowerPoint presentations when they have been shared in a conference by the Skype for Business Web App.
For End-users, the online help for these apps is readily available. IT Professionals should be aware of the following issues:
If the user is on a network not configured to meet the Network requirements, many app features may or may not work and they may not be able to connect to the meeting at all.
Some users may have corporate-administered computers with disabled permission to install apps. for those users, neither app is an option, but smart phone and tablet users may be able to install inexpensive mobile clients they can use to attend meetings.
Other installation issues are also covered in the help topics.
Users may see a firewall warning the first time they run the meetings app. They may be prompted to open ports to optimize the experience, and this may require Admin privileges on the machine they may not have. The app should still function and the user can safely decline to open the requested ports.
You must have ActiveX enabled without filtering in Internet Explorer, even if IE is not your default browser. In Skype for Business Web App, an ActiveX control—a small module that adds additional features to a web app or other program—is required for audio, video, and screen sharing.
For some features of Skype for Business Web App to work correctly, you must allow your browser to save cookies on your computer or device.
You may need to turn on JavaScript support in your browser for some Skype for Business Web App features to work as expected.
As of Skype for Business Server 2015 CU5, AES is not supported for ASP.NET 4.6 and this may cause Skype Meetings App to fail to start. Cryptographic requirements due to ASP .NET 4.5 has more details.