Lync 2013 Troubleshooting

Difficulty Joining a Meeting When Using Chrome
If you are in Chrome (or have Chrome set as your default browser) and you join a meeting, you will attempt to launch Lync with Chrome. Beginning in Office/Lync client 2013, when a meeting invitation is created, the URL to the meeting is absent. The only way to get the URL is to launch the meeting then copy/paste the URL as it appears in Chrome, into  Firefox, IE, or Safari. If the meeting is created in Lync 2010 client the URL is displayed and you can simply copy/paste that URL into a more receptive browser.

Diagnosing the issue
If you see the screen immediately below AND you have Lync installed and configured to your address, you are experiencing the issue. NOTE that even though the problem has been observed in Chrome, it is also possible to duplicate the problem in other web browsers such as IE below.

How to prevent and/or fix the problem
If you have Google Chrome as your default browser OR you are in Chrome (such as if you were in OAK) and you launch a meeting from there you will see the following screen. 

Notice the yellow bar towards the top asking about Microsoft Office permissions.  You MUST click “Always run on this site” AND THEN you must click the circular arrow just to the left of the lock icon to RELOAD the page.  If you “X” close it, or click “Run this time”, you will not fix the issue.
NOTE: If you have Office installed you ALREADY have Silverlight installed. The reason you are seeing that message is it cannot get to Silverlight inside of Office. Installing Silverlight as it is telling you to do will NOT fix your problem. Also, do not install the Lync Attendee client. If you have Lync installed you do not need this client.

How to know if Lync is running correctly
If you have clicked “Always run on this site”  and then reload the page and then launch or you launch from another browser, you will see the following screen. You should be launching the full version of Lync. (assuming of course you have an audio input and output  device such as laptop mic and speakers or a headset attached to the computer).  Once you do this one time, from then on meetings will launch correctly.

Further Troubleshooting
You may need an LSP or LAN Manager to assist with these steps.

  • If you did not install the Lync Attendee client.
    • Go to Programs in the Control Panel  >  find Chrome > click “Uninstall” (you will install it back later)
    • Reinstall Chrome and try to join a meeting from Chrome. (This time click “Always run on this site” and you will be fine from now on.
  • If you did install the Lync Attendee client
    • Go to Programs in the Control Panel  >  find Chrome > click “Uninstall” (you will install it back later)
    • Go to Programs in the Control Panel  >  find the Lync Attendee client. > click “Uninstall”
    • Go to Programs in the Control Panel  > find Microsoft Office > click “Repair”

NOTE:  if you uninstall the Attendee client but fail to do a repair on Office, You will get the problem screen forcing you to install the Attendee client or join in browser in EVERY browser you have. You will now see the problem in Firefox and IE as well. So, be sure to REPAIR Office BEFORE you attempt to join another meeting.

NOTE2: if you leave the attendee client installed you have now created a “hybrid” system that is part Office 2013 and part Office 2010. This can lead to unpredictable results and we do not recommend it.  The Attendee client is Lync 2010 and will look like what follows:

NOTE: if you do install the Attendee client you can get into the meeting using your “corporate” credentials. Those are your VUNetID and ePassword. You will have to go through the rule of 3x attempts before you put in your sign-in name (email address), your username  (vanderbilt\yourvunetid), and your ePassword. See below: (after each attempt before you get to all 3 the login will fail. That is fine and is expected.)

However, after you have completed the meeting, go through the repair process above and delete the attendee client.