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Skype for Business and Lync Troubleshooting.pdf
SKYPE for BUSINESS and LYNC
Troubleshooting Guide
Version 1.0
Author: Thomas Poett, Microsoft MVP Lync © 2015
Skype for Business and Lync troubleshooting guide
© 12.01.2015, Thomas Pött, Principal Consultant, Microsoft MVP Lync and
PLSL 3rd level Support certified.
Version 1.0
Contact: thomas.poett@live.de
Blog: http://lyncuc.blogspot.com
The technical level of this document is 400.
This article requires knowledge about Lync and Skype for Business in general. You need to know how to do
configuration and all its related features.
Lync and Skype for Business relay on several 3rd party components, as network or certificate authority,
especially the CA is an important component for TLS encryption. This troubleshooting guide also focuses on
external/ remote connection through the Edge server. Understanding of networking is crucial supping Lync/
Skype for Business. You need to be experienced with OCSLogger and SNOOPER. The document is structured in
the general troubleshooting approach, digs deeply into SIP protocol and guides you through common issues.
Note:
Troubleshooting relays on your experiences from the past. You will become more advance how more often you
do troubleshooting. Understanding of certain topic is still required. This guide will not go into the 3rd level
support for Lync and Skype for Business component troubleshooting, e.g. MCU’s or Web Services.
Contents
Skype for Business and Lync troubleshooting guide ............................................................................... 2
Preamble and about the author .............................................................................................................. 6
Lync and Skype for Business Troubleshooting approach ........................................................................ 7
Environmental components ................................................................................................................ 8
Edge Server .......................................................................................................................................... 9
Conferencing Flow ............................................................................................................................. 10
Voice Call Processing ......................................................................................................................... 11
Support and troubleshooting tools ................................................................................................... 12
Client Tracing Log-File location: .................................................................................................... 12
Server Tracing Log-File location: ................................................................................................... 12
Converting Tracing Log-File location: ............................................................................................ 12
Service Site Logging (Central Logging Service): ............................................................................. 14
General information on TCP and SIP protocol ...................................................................................... 20
IP protocol ......................................................................................................................................... 20
TCP/IP protocol .............................................................................................................................. 20
UDP over IP protocol ..................................................................................................................... 22
TLS/ MTLS .......................................................................................................................................... 22
SIP protocol ....................................................................................................................................... 23
SIP protocol session setup ............................................................................................................. 23
SIP Commands: .............................................................................................................................. 24
SIP Message Fields: ........................................................................................................................ 26
Simple SIP Call Setup ..................................................................................................................... 28
Session establishment and differences between IM, A/V and Conferencing ....................................... 30
Authentication internal and remote ................................................................................................. 30
Presence Query ................................................................................................................................. 30
IM Sessions ........................................................................................................................................ 31
Audio/Video Session (Desktop/ Application - Sharing) ..................................................................... 32
Conferencing ..................................................................................................................................... 33
When a call is escalated into a conference ................................................................................... 35
Lync Call Setup ....................................................................................................................................... 36
Call Setup over EDGE Server (General) ............................................................................................. 36
Analyzing real world call setup .......................................................................................................... 37
INVITE the USER (OUTGOING) ....................................................................................................... 37
TRYING (INCOMIG) ........................................................................................................................ 40
SESSION PROGRESS (INCOMING) .................................................................................................. 40
PROGRESS REPORT (INCOMING) -2 times (identically send) ........................................................ 41
RINGING (INCOMING) – 4 times .................................................................................................... 41
PROGRESS REPORT (INCOMING) ................................................................................................... 42
PRACK (OUTGOING) ...................................................................................................................... 44
OK (INCOMING) ............................................................................................................................. 44
SESSION PROGRESS (INCOMING) .................................................................................................. 45
PRACK (OUTGOING) ...................................................................................................................... 46
OK (INCOMING) ............................................................................................................................. 47
OK (INCOMING) ............................................................................................................................. 48
ACK (OUTGOING) ........................................................................................................................... 50
INVITE (OUTGOING) ...................................................................................................................... 51
TRYING (INCOMING) ...................................................................................................................... 52
OK (INCOMING) ............................................................................................................................. 53
ACK (OUTGOING) ........................................................................................................................... 54
UPDATE (OUTGOING) .................................................................................................................... 55
OK (INCOMING) ............................................................................................................................. 56
BYE (INCOMING) ............................................................................................................................ 57
OK (OUTGOING)............................................................................................................................. 58
Troubleshooting IM, Calls with A/V....................................................................................................... 59
AV Address Exchange, negotiation of candidates ............................................................................. 59
Audio Video Call failed with ms-client-diagnostics (one client is external): ................................. 62
Audio Video Call failed with ms-client-diagnostics: (both client are external): ............................ 65
Diagnostic headers ............................................................................................................................ 67
MS-DIAGNOSTICS .......................................................................................................................... 67
MS-CLIENT-DIAGNOSTICS .............................................................................................................. 70
Monitoring Reports and Call Quality Issues ...................................................................................... 73
Example: Submitting Metrics after Conference call ...................................................................... 76
Software Defined Networking (SDN) ............................................................................................. 79
Preventing Configuration and other Issues (Testing Commands) ..................................................... 80
IM................................................................................................................................................... 80
Voice .............................................................................................................................................. 81
Conferencing ................................................................................................................................. 83
WEB Services ................................................................................................................................. 84
EDGE (external/ remote) ............................................................................................................... 85
Health Monitoring Test User ......................................................................................................... 85
Troubleshooting Exchange Integration ................................................................................................. 86
Verify Exchange AutoDiscover setup................................................................................................. 87
Exchange Unified Contact Store Integration ..................................................................................... 88
Exchange IM integration on Outlook Web Apps ............................................................................... 91
Exchange Web Service Integration .................................................................................................... 92
Exchange Unified Messaging Integration .......................................................................................... 93
Two more important troubleshooting task have to be validate. .................................................. 94
Troubleshooting conferences ................................................................................................................ 96
Persistent Shared Object Model (PSOM) protocol ............................................................................ 97
External FQDN with single IP address: .............................................................................................. 98
External FQDN with multiple IP addresses: ....................................................................................... 99
Conference INVITE and ACCESS....................................................................................................... 100
Call flow explanation to the illustration above ........................................................................... 101
Why not Single IP on EDGE Port 444 Problem….............................................................................. 102
Client doesn’t open Lync when meeting link is clicked. .................................................................. 108
Validating Conference Settings and Expiration ............................................................................... 109
Activation and Deactivation ............................................................................................................ 110
Resetting a default Conferencing ID................................................................................................ 112
Troubleshooting Lync and Skype for Business Web Services .............................................................. 115
Internal and External Web Services IIS ............................................................................................ 115
Mobility Services (for mobile clients) .............................................................................................. 118
Scenario 1 (internal mobile/internal full client): ............................................................................. 119
Scenario 2 (internal mobile behind internal firewall/internal full client): ...................................... 120
Scenario 3 (internal mobile/external full client): ............................................................................ 120
Having a look into the discovery and logon process: ...................................................................... 121
Lync 2010 Mobile App: ................................................................................................................ 122
Lync 2013/ Skype for Business Mobile App (Windows, iPhone, iPad and Android) ................... 122
Address Book Web Services for Mobile Devices ......................................................................... 123
Troubleshooting Office Web App Server............................................................................................. 125
Enterprise Voice .................................................................................................................................. 128
Voice Route and Trunk parameter .................................................................................................. 128
References ........................................................................................................................................... 130
Preamble and about the author
First I have to say thanks to my wonderful wife supporting me during the writing and to my actual
company I’m with. I had to spend some time writing on this free eBook, which consumed quite an
amount of my time with my family.
This eBook is about troubleshooting Skype for Business and Lync. A complex solution in unified
communication making people’s life more simpler, connecting to other at any point of time, staying
in contact with fellow friends and family members.
Planning and build UC solution is only on site of the coin. Understanding how this technology works is
the other side. Developing a set of skill supporting and analyzing issues in this environment is even
more advanced. Therefore I decided, after I receive many inquiries, supporting my fellow blog reads
in troubleshooting. Writing a guide not only focusing on troubleshooting procedures, instead I
explain the complexity in this area. It is essential for troubleshooting to understand where, or at
which point within a communication path the issue might have occurred.
Thomas Poett (Author and Microsoft MVP for Lync)
Professional, consistent, and experienced expert who is technically savvy with over 20 years of
experience in IT, telecommunication and software development. Additional extensive experience in
business and market development. Specialized in intercultural and business relationship in Asia.
Successful in providing leadership on new topics and complex global projects that require interfacing
with internal/external teams and ecosystems. Early adaptor of visionary technologies. He is awarded
as a Microsoft MVP for more than 3 years, sharing Lync knowledge and guidance for planning
processes. I achieved the Premier Support for Lync Partners (PSLP) certification and support the
teams for Lync 2010/ 2013 3rd level troubleshooting.
Special thanks to:
Jeff Schertz (Polycom), Richard Brynteson (MVP), Thomas Binder (Microsoft) and Johann Deutinger
(Ferrari electronics AG), my Allgeier workmates for their support and information provided
personally or via their blogs.
Lync and Skype for Business Troubleshooting approach
Seeing troubleshooting from all perspectives, we need a matrix where we are enabled analyzing the
area which possibly can causes any issues.
As identified, we see 4 major and a common configuration area.
The areas are (Quality issues):
Network
Core Performance
Gateway
Devices
The area of configuration (environment setup):
Voice Setup (from Dial Plans until Normalization and Routes)
Gateway configuration
Exchange Unified Messaging integration
Making your troubleshooting approach faster. Here is a short approach of the most common issues.
NOTE:
If you are facing an issue with AV not working externally check the following
1- PORTS (This is normally the issue)
2- DNS Records
3- Certificates and trusts
Environmental components
Since I spoke about the network, let’s see what else can be identified:
Seeing here the three essential areas of involved components. Mostly, after you had reviewed the
involved server, which goes along with the configuration, you see the issues related to your network.
This is why we highly emphasize the importance of a network assessment and the implementation of
SDN, respective the implementation of network monitoring.
Coming once back to the configuration. Not only is the Enterprise Voice afflicted with configuration
issues, so to DNS and Exchange integrations. That’s why it is important, you have a proper
environment planning done upfront. Configuration issues can be therefore identified during a
conceptual review.
Network is what matters most. Therefore you need to understand the reliability of networks. Your
LAN is more reliable than your WAN, while the Internet is the most unreliable network. During
troubleshooting, you have to identify this location where the issue occurred.
NETWORKSERVERCLIENTWANRouter / SwitchesBandwidthFirewallsType of network (wired/ wireless)MIS-Configuration (Enterprise Voice/ DNS)Server ResourcesApplication Settings (Client CU s)ConfigurationConnectivity
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