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Conversation History empty in Outlook RRS feed

  • Question

  • We recently started using Skype for Business 2016 installed locally as part of Office Pro 2016. The back end is currently Lync Server 2010 and Exchange 2010. Most users get their Lync Conversation History recorded and visible in Outlook. However we have had reports of the Conversation History being empty. I've checked the local History Spooler folder and it is empty, but it is for users with working clients as well. The trouble persists when the client device is re-imaged so I'm presuming there is something on the account server-side, but I don't know what it might be that only applies to some users, not to all.

    What should I be checking?

    Friday, August 19, 2016 1:09 PM

Answers

  • Lync/Skype will use EWS for this function.  It's not necessarily a Skype problem, but more likely that Exchange may have an issue or a missing DNS entry.  Please see the following articles:

    http://lyncuc.blogspot.com/2013/01/lync-and-exchange-web-services-ews-and.html

    https://lyncdude.com/2014/05/27/complete-guide-for-troubleshooting-lync-outlook-clients-integration/

    http://lyncvoice.blogspot.com/2015/01/troubleshooting-ews-issues-in-lync-2013.html

    http://www.confusedamused.com/notebook/lync-claims-ews-not-deployed/


    Please remember, if you see a post that helped you please click "Vote" on the left side of the response, and if it answered your question please click "Mark As Answer". SWC Unified Communications This forum post is based upon my personal experience and does not necessarily reflect the opinion or view of Microsoft, SWC, their employees, or other MVPs.

    • Proposed as answer by Alice-Wang Monday, August 22, 2016 6:36 AM
    • Marked as answer by Alice-Wang Saturday, September 3, 2016 2:50 AM
    Friday, August 19, 2016 7:36 PM

All replies

  • Is this for users that have a SIP address different from their primary SMTP address perhaps?

    Peter Van Gils Toa Projects

    Friday, August 19, 2016 1:34 PM
  • Lync/Skype will use EWS for this function.  It's not necessarily a Skype problem, but more likely that Exchange may have an issue or a missing DNS entry.  Please see the following articles:

    http://lyncuc.blogspot.com/2013/01/lync-and-exchange-web-services-ews-and.html

    https://lyncdude.com/2014/05/27/complete-guide-for-troubleshooting-lync-outlook-clients-integration/

    http://lyncvoice.blogspot.com/2015/01/troubleshooting-ews-issues-in-lync-2013.html

    http://www.confusedamused.com/notebook/lync-claims-ews-not-deployed/


    Please remember, if you see a post that helped you please click "Vote" on the left side of the response, and if it answered your question please click "Mark As Answer". SWC Unified Communications This forum post is based upon my personal experience and does not necessarily reflect the opinion or view of Microsoft, SWC, their employees, or other MVPs.

    • Proposed as answer by Alice-Wang Monday, August 22, 2016 6:36 AM
    • Marked as answer by Alice-Wang Saturday, September 3, 2016 2:50 AM
    Friday, August 19, 2016 7:36 PM
  • Deleted
    Sunday, August 21, 2016 11:27 AM
  • Most users get their conversation history recorded so I don't think EWS is the culprit. But doublecheck anyway by holding Ctrl, right-clicking on the Skype icon in your system tray, choosing Configuration Information, and looking at what is sais next to EWS Information.

    If it's indeed the mismatch between SMTP and SIP address, see this article for a solution: http://www.1plex.co.uk/lync-cant-connect-to-exchange-your-contacts-list-and-conversations-might-have-issues/


    Peter Van Gils Toa Projects

    Monday, August 22, 2016 7:05 AM
  • Hi Eric G-S,

    Agree with Anthony.

    As a supplement, please press Ctrl and right click SFB icon in the taskbar, open configuration information.

    On the open page check if EWS status and MAPI status are OK.

    You said “we have had reports of the Conversation History being empty”, did you mean the conversation history folder in outlook is empty?

    If so, please try the method in the following link

    https://messagingschool.wordpress.com/2012/08/24/lync-2010ocs-conversation-history-is-not-getting-save-in-outlook-20072010/

    Moreover, is your sip address is different from your SMTP address,please try to do this in the Lync Server Management shell:

    Set-CsClientPolicy -DisableEmailComparisonCheck $True

    Note: Microsoft is providing this information as a convenience to you. The sites are not controlled by Microsoft. Microsoft cannot make any representations regarding the quality, safety, or suitability of any software or information found there. Please make sure that you completely understand the risk before retrieving any suggestions from the above link.

    Best regards,

    Alice Wang


    Please remember to mark the replies as answers if they help, and unmark the answers if they provide no help. If you have feedback for TechNet Support, contact tnmff@microsoft.com.

    Alice Wang
    TechNet Community Support

    Monday, August 22, 2016 7:06 AM
  • EWS and MAPI status are OK. User has only 24 folders in mailbox. Has the same settings as other users who work correctly. We are using Outlook 2016. I will try to get some of the other fixes checked.
    Monday, August 22, 2016 10:25 AM
  • Hi Eric,

    Did you get a chance to test the other solutions?


    Peter Van Gils Toa Projects

    Thursday, August 25, 2016 8:14 AM
  • Hi Eric G-S,

    Thanks for your respond.

    Since your MAPI and EWS is ok, did you try to run the command Set-CsClientPolicy -DisableEmailComparisonCheck $True in Lync management shell ?

    If you have run this command, for the client side:

    1.Start regedit.exe

    2.Go to “HKLM\SOFTWARE\Policies\Microsoft\Communicator” or “HKLM\SOFTWARE\Policies\Microsoft\Lync”

    3.Right click and select New >> DWORD Value

    4.Type “DisableEmailComparisonCheck” and press Enter

    5.Set the value of the it to “1”

    6.Restart the Outlook and Lync clients.


    Alice Wang
    TechNet Community Support


    Please remember to mark the replies as an answers if they help and unmark them if they provide no help.
    If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com.

    Thursday, August 25, 2016 8:58 AM