Sunday, April 7, 2013

Lync 2010 Client Troubleshooting -5

Issue   In a Microsoft Lync 2010 meeting, if a participant is sharing a program or window that cannot be set to layered (for example, a Command Prompt window or some versions of Windows Media Player) and another non-shared window completely covers the shared window, the other participants see a black window. Even partial overlap will cause others to see a black window (in addition to the originally shared window).
Resolution   The participant who is sharing should bring the shared program window to the front, and make sure that none of it is being covered by another window.

Issue   When sharing a Microsoft Word document during a Microsoft Lync 2010 meeting, some drop-down boxes, tooltips, and combo boxes are not visible to the viewers.
Resolution   Switch from program sharing to desktop sharing.

Issue   If Presenter A begins sharing a Microsoft PowerPoint presentation or whiteboard and then leaves the Microsoft Lync 2010 meeting without clicking Stop Presenting, and then Presenter B begins sharing a program, two issues can occur:
  • Presenter C joining the meeting causes the program sharing session of Presenter B to end.
  • After the program sharing session of Presenter B ends, either due to the previous issue or because the presenter intentionally stopped sharing, people who are already in the meeting will see nothing presented, but newcomers to the meeting will still see Presenter A's PowerPoint presentation or whiteboard.
Resolution  Presenter B should restart his or her sharing session (if it stops due to Presenter C joining the meeting).
Optionally, Presenter B could share the PowerPoint presentation or whiteboard again, and then click Stop Presenting.

Issue   An embedded audio or video file does not play when sharing a Microsoft PowerPoint presentation by using the PowerPoint Presentation option in the Share menu in a Microsoft Lync 2010 meeting.
Resolution   You can share the PowerPoint presentation and video file separately by using program or desktop sharing.

Issue   Video playback is intermittent or of poor quality during a sharing session in Microsoft Lync 2010.
Resolution   Issues can occur if you are using a desk phone that is not optimized for the version of client communications software that you are using. For example, the video quality might be poor if you are using a phone optimized for Microsoft Office Communicator 2007, but Lync 2010 is installed on your computer. Another example is if you have Office Communicator 2007 installed on your computer and are using a phone optimized for Lync.
To avoid this issue, use a desk phone that is optimized for the version of client communications software installed on your computer. If you must use a phone that is not optimized for your client, try to avoid sharing video. If you cannot avoid sharing video, upgrade your computer to Lync and upgrade your phone to a device that is optimized for Lync.
For a list of devices that are optimized for Lync, see “Phones and Devices Qualified for Microsoft Lync” at
Poor network connectivity can also affect video quality. We recommend you do not show video over a wireless internet connection, a virtual private network (VPN), or a remote access service (RAS) connection. You should also do the following:
  • If bandwidth is a problem, limit other computer activities while showing a video.
  • Stop any unnecessary audio or video.
  • Check whether other computers on the network are using a lot of resources or performing heavy downloads or uploads, and see if these activities can be delayed or halted.

Issue   You are using Microsoft Lync 2010 on a remote computer and cannot share a program or a Microsoft Excel file with participants in a meeting or conference call.
Resolution   This issue occurs when Lync is installed on a remote computer that is running one of the following operating systems:
  • Windows Server 2008 R2 or an earlier version of Windows Server 2008
  • Windows Vista
To resolve this issue, share your desktop instead of a program, and transfer Excel files another way, such as by using a file sharing website or email.

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