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Introduction

For the best Mac client experiences and an always up-to-date infrastructure, we recommend all customers migrate to Office 365. Skype for Business Server 2015 customers should at a minimum download and install the Skype for Business Server 2015 Cumulative Update version 9319.272 or higher. Skype for Business 2015. Skype for Business 2015 is a full-featured client for Skype for Business Server 2015 or 2019. The Skype for Business user interface has been fully redesigned and includes newly integrated features, such as Call Monitor, Skype directory integration, emoticons, and more.

This article describes how to troubleshoot the following Skype for Business Online (formerly Lync Online) issues:

• Contacts seem to be offline in Skype for Business, or they have a status of 'presence unknown.'
• You can't search the address book in Skype for Business.
• Skype for Business Online contacts are lost or missing, or the contacts list isn't updated.

Procedure

Scenario 1: Contacts seem to be offline in Skype for Business

Contacts appear to be offline for several reasons. Verify the following conditions before you do additional troubleshooting:

• The contact seems to be offline and hasn't been blocked by the user in the user's Contacts list. To do this, follow these steps:

  1. In the main Skype for Business window, click Relationships.
  2. Expand the Blocked Contacts group, and then verify that the offline contact isn't blocked.

  Note

  If a contact blocks you, that contact is displayed as offline in your contacts list.

• The contact is assigned a Skype for Business Online license.

• If the contact is a member of another Skype for Business organization or an external Skype contact, verify the following:

  • External connectivity is enabled in the Skype for Business Online Admin center.

  • In the Skype for Business Online Admin center, the contact's domain is an allowed domain and the domain isn't explicitly blocked.

    Note

    After you add a new Skype or Skype for Business contact from another organization, if the contact ignores the request to add you to their contacts list, that contact will be displayed as offline in your contacts list.

  • For additional help with external contacts, see the following Microsoft websites:

    • 2392146 Skype for Business Online users can't communicate with external contacts

Scenario 2: You can't search the global address list by using Microsoft Skype for Business

When you try to search the address book, you receive one of the following error messages:

• Cannot synchronize with the corporate address book. This may be because the proxy server setting in your web browser does not allow access to the address book. If the problem persists, contact your system administrator.
• The address book is preparing to synchronize. Search results might not be current.

In Skype for Business Online, address book and GAL lookups are performed through web requests only. The Skype for Business client doesn't download and save a local copy of the address book. This reduces the load on the servers, and it provides the most up-to-date information possible when you run a contact search.

Verify that connectivity to the Address Book web service is available. To do this, follow these steps:

1. In the notification area on the right side of the taskbar, locate the Skype for Business icon, hold down the Ctrl key, right-click the Skype for Business icon, and then click Configuration Information.

2. Copy the ABS External Server URL.

3. Start Internet Explorer, and then paste the URL into the address bar.

4. The message that you receive from Internet Explorer indicates whether the URL can be accessed from the computer. If you can't access the URL, this indicates there's something blocking communication to or from the URL, such as a firewall or proxy:

   • If the URL can be accessed, you'll see one of these error messages (even though a page isn't displayed):

     • 401 Unauthorized: Access Denied
     • Internet Explorer cannot display the webpage.

   • If the URL is inaccessible, you'll see one of these error messages:

     • The webpage cannot be found.
     • 404 Not Found

5. Verify that the Exchange Autodiscover service is set up correctly. To do this, see Method 2 in the 'Solution' section in the following Microsoft Knowledge Base article:

   2404385 Outlook can't set up a new profile by using Exchange Autodiscover for an Exchange Online mailbox in Office 365

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Scenario 3:Skype for Business Online contacts are lost or missing, or the contacts list isn't updated

In rare cases, the contacts list may be corrupted because of an invalid character in an 'out of office' message or because of a lingering deprovisioned contact. To resolve this problem, force a contacts list update to make sure that your information is synchronized. To this, follow these steps:

1. Locate the following folder:

   • For Skype for Business 2016

     • Windows 7, Windows 8, and Windows 10:

       %localappdata%MicrosoftOffice16.0Lyncsip_<sign-in name>

   • For Skype for Business 2015 (Lync 2013)

     • Windows 7, Windows 8, and Windows 10:

       %localappdata%MicrosoftOffice15.0Lyncsip_<sign-in name>

2. Delete the following files:

   • Galcontacts.db
   • galcontacts.db.idx
   • CoreContact.cache
   • ABS_<sign-in name>.cache
   • Mfugroup.cache
   • PersonalLISDB.cache
   • PresencePhoto.cache

3. Restart Skype for Business, and then wait for 30 minutes for resynchronization to finish.

Still need help? Go to Microsoft Community.

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.

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.

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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.

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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.

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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.