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Lync Conversation History Issue RRS feed

  • Question

  • We have a problem with a user whose conversation history is not saving to the Outlook conversation history folder. The reason it has me scratching my head is that it only effects her conversations with one other user in our organization. It works when she IMs anyone else. She does not have the other user blocked in any way and has their privacy relationship set as colleague. The other user has no problems when sending IMs to anyone else. I have also cleared the history folders for both users in Appdata.
    Thursday, April 21, 2016 5:54 AM

Answers

  • If Lync Conversation History is not being saved in Clients mailbox CH folder  then please check the following to resolve the issue.

    • Check the last updated IM conversations date.
    • Check the Lync –Exchange connectivity error  at bottom right corner of Client.
    • Open OWA and check whether conversation history is being Updated.
    • Open Outlook without the Lync client open.
    • Delete the Conversation History folder (export it to file if there are any conversations in there that you would like to save).
    • Close Outlook.
    • Make sure that the Lync client and the Outlook clients are completely closed (no Oulook.exe or Communicator.exe processes in Task Manager).
    • Click Start, Run and type “outlook /resetfolders” in search for folders of files
    • Start the Lync client and have a conversation.
    • Wait for up to 5 minutes for the conversation to be saved to Conversation History Folder.
    • If this does not work, try below steps:
    • Open Outlook without the Lync client open.
    • Delete the Conversation History folder (export it to file if there are any conversations in there that you would like to save).
    • Close Outlook.
    • Make sure that the Lync client and the Outlook clients are completely closed (no Oulook.exe or Communicator.exe processes in Task Manager).
    • Uninstall the Lync client completely.
    • Re-install the Lync client
    • Start the Lync client and have a conversation.
    • Wait for up to 5 minutes for the conversation to be saved to Conversation History Folder.
    • Check if Outlook running and configured to use the correct profile?


    • Is Lync discovering the correct Exchange server?



    • Press and hold Ctrl, right-click the Lync icon in the notification area, and then click Configuration Information. Look for the Exchange Web Services (EWS) setting at EWS External URL.


    • EWS External URL value should be like https://email.domain.com/ews/exchange.asmx


    •  Can Outlook connect to the Free/Busy Service in EWS?


    • Run
      the below command to clean free/busy service in outlook

      outlook.exe /cleanfreebusy.
    •  Start à Run launch outlook with following switch (It will recreate any missing folders) (Ensure that you have a backup of the mailbox )
    • Outlook /resetfolders
    •  Import all contacts from mailbox to pst and check (this will help to isolate corrupt contact issue)
    •  Try repairing the mailbox using New-MailboxRepairRequest
    • http://technet.microsoft.com/en-us/library/ff625221(v=exchg.141).aspx
    •  If the issue still persist we can run ewseditor on the mailbox and check if could identify any subfolders with garbled characters.

    • Marked as answer by Eason Huang Tuesday, May 3, 2016 9:29 AM
    Thursday, April 21, 2016 1:38 PM

All replies

  • Hope you also made sure that the Lync client is updated to the latest build , as we have seen such odd issues getting cleared once we have all patched version of client. 


    Linus

    Thursday, April 21, 2016 6:28 AM
  • a dumb question,

    whether the particular other user able to save all other conversations in outlook?


    - Muralidharan. Please mark as answer/useful if my contribution helps you.

    Thursday, April 21, 2016 10:48 AM
  • Would suggest to re-create SIP profile of the problem user. Kill lync.exe, Delete SIP folder of the user, restart system, re-launch the client.

    www.rtcpedia.com - A real time communications blog

    Thursday, April 21, 2016 11:06 AM
  • Please confirm that SIP and SMTP is the same.

    If not conversation will not be stored.

    Only way to fix it (if want to keep smtp and sip different) is to use

    Set-csclientpolicy -DisableEmailComparisonCheck $true

    This will allow conversation history to be saved if SIP and SMTP is not the same.

    Also check that mail account connected to SIP account is not added as additional account in outlook.


    Please mark as helpful if you find my contribution useful or as an answer if it does answer your question. That will encourage me - and others - to take time out to help you. Thank you! Off2work

    Thursday, April 21, 2016 12:52 PM
  • Yes it is updated to the latest build.
    Thursday, April 21, 2016 1:31 PM
  • Yes the other user can save all conversations. The one with problem can save them when IMing anyone else.
    Thursday, April 21, 2016 1:32 PM
  • Tried that yesterday after I posted. Did not help.
    Thursday, April 21, 2016 1:32 PM
  • If Lync Conversation History is not being saved in Clients mailbox CH folder  then please check the following to resolve the issue.

    • Check the last updated IM conversations date.
    • Check the Lync –Exchange connectivity error  at bottom right corner of Client.
    • Open OWA and check whether conversation history is being Updated.
    • Open Outlook without the Lync client open.
    • Delete the Conversation History folder (export it to file if there are any conversations in there that you would like to save).
    • Close Outlook.
    • Make sure that the Lync client and the Outlook clients are completely closed (no Oulook.exe or Communicator.exe processes in Task Manager).
    • Click Start, Run and type “outlook /resetfolders” in search for folders of files
    • Start the Lync client and have a conversation.
    • Wait for up to 5 minutes for the conversation to be saved to Conversation History Folder.
    • If this does not work, try below steps:
    • Open Outlook without the Lync client open.
    • Delete the Conversation History folder (export it to file if there are any conversations in there that you would like to save).
    • Close Outlook.
    • Make sure that the Lync client and the Outlook clients are completely closed (no Oulook.exe or Communicator.exe processes in Task Manager).
    • Uninstall the Lync client completely.
    • Re-install the Lync client
    • Start the Lync client and have a conversation.
    • Wait for up to 5 minutes for the conversation to be saved to Conversation History Folder.
    • Check if Outlook running and configured to use the correct profile?


    • Is Lync discovering the correct Exchange server?



    • Press and hold Ctrl, right-click the Lync icon in the notification area, and then click Configuration Information. Look for the Exchange Web Services (EWS) setting at EWS External URL.


    • EWS External URL value should be like https://email.domain.com/ews/exchange.asmx


    •  Can Outlook connect to the Free/Busy Service in EWS?


    • Run
      the below command to clean free/busy service in outlook

      outlook.exe /cleanfreebusy.
    •  Start à Run launch outlook with following switch (It will recreate any missing folders) (Ensure that you have a backup of the mailbox )
    • Outlook /resetfolders
    •  Import all contacts from mailbox to pst and check (this will help to isolate corrupt contact issue)
    •  Try repairing the mailbox using New-MailboxRepairRequest
    • http://technet.microsoft.com/en-us/library/ff625221(v=exchg.141).aspx
    •  If the issue still persist we can run ewseditor on the mailbox and check if could identify any subfolders with garbled characters.

    • Marked as answer by Eason Huang Tuesday, May 3, 2016 9:29 AM
    Thursday, April 21, 2016 1:38 PM
  • Did you see any txt files from the below location?

    C:\Users\User\AppData\Local\Micros­oft\Office\15.0\Lync\sip_user@company.co­m


    - Muralidharan. Please mark as answer/useful if my contribution helps you.


    Thursday, April 21, 2016 6:25 PM
  • Hi,

    In SFB client, go to Tools > Options...

    In SFB - Options window, uncheck Save my instant message conversations in the Outlook Conversation History folder; Restart SFB client; Restart Outlook; Check again "Save my instant message conversations in the Outlook Conversation History folder" in SFB client > Tools > Options; Chat with this issued user and double check whether the conversations are being stored or not;

    Best Regards


    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.

    Eason Huang
    TechNet Community Support

    Tuesday, April 26, 2016 7:52 AM