Lync 2013 Showing Phone Numbers which have been removed from AD


  • My Server is Lync 2013, Exchange is 2010 SP3. I'm also running 2012 Domain Controllers. The Lync 2013 install is migrated from 2010.

    I have a myriad of users who have moved departments and thus have a new, or altered phone number, but for some reason the contact cards in all of my Lync 2010/2013 clients and Outlook 2010/2013 are showing phone numbers that no longer exist in Active Directory.

    If the Lync client is closed the Outlook Contact card does not show these "phantom" numbers:

    But if the client is open the contact card has a number that doesn't exist in any field in Active Directory (I checked twice):

    Suggestions? I have many users displaying phantom numbers in Contact Cards. My normalization rules are working correctly (no errors), and synchronization seems to be working as expected. I have also run debug-csaddressbookreplication with verifyreplication on a problem user and it succeeds. I've also double-checked the attribute values and this phantom phone number does not exist.

    Is it possible that the 2010 Contacts migrated from the old server contain these phantom entries, is there a way to clear this information out and start fresh if need be?

    Thanks Kindly!

    Wednesday, August 21, 2013 10:52 PM

All replies

  • Hi,

    Please remove Lync client profil to force Lync to immediately re-download the address book.


    Kent Huang
    TechNet Community Support

    Friday, August 23, 2013 1:38 AM
  • Done. Has not solved the problem for either Lync2010 or Lync2013 clients.

    I've also cleared out the address book storage from "ABFiles" on the server and re-run update-csuserdatabase and update-csaddressbook with no change in this situation.

    Friday, August 23, 2013 3:05 PM
  • I thought I'd bump this hoping someone else has experienced the issue and may have a solution.

    At this point it looks like I may be calling Microsoft for a solution.

    Tuesday, September 17, 2013 6:33 PM
  • Hi

    Have you looked at the Outlook Client? Sounds mad but in my experience I have seen issues where the Outlook Client has old information about a number, photo etc.. and gives strange results. Like the one below I blogged about (Lync 2010 Client against Lync 2010 SE)

    Delete the Contact, fixed the issue for me.

    Tuesday, September 17, 2013 8:03 PM
  • It's not the Outlook client. The information is definitely coming from the Lync databases. When Lync is closed all contact information is correct. When Lync is open the Lync/Outlook integration updates contact info from Lync and the contact cards in Outlook show incorrect info. (The contact cards from within Lync show the incorrect information as well.)

    The incorrect information no longer exists in Active Directory, so there must be old information in the Lync Address book database.

    Tuesday, September 17, 2013 9:00 PM
  • Hi,

    anyone got the solution? we are also facing same problem.

    there are few users who shows work number when its not there in AD or lync. dont know where that number is coming from. and strange part is that number only comes when lync is started. when lync is not running outlook contact card does not show the number. did you get any answer from MS ?

    Cloud and Unified Solution Specialist..

    Sunday, October 27, 2013 11:19 PM
  • I actually found a bit of a solution without going to MS for support.

    I haven't done this for all users yet, but I tested this solution on two users last week.

    1. I removed the problem users from the Lync pool via the Lync console.
    2. I then ran update-csaddressbook and waited the requisite time for a full address book sync to complete.
    3. I then added the user back into the pool and ran another update-csaddressbook.

    The contact details were refreshed and updated correctly. It appears that this was the only way to force-remove the legacy address and phone number information from the problem users I tested on as the problem users were added back in as a "new" user.

    Hopefully this solution works for you too.

    Monday, October 28, 2013 3:47 PM
  • Hi,

    Did you manage to resolve this issue. I have recently completed a migration 2010 to 2013 standard edition migration without issue - but I have a number of users that have old numbers appearing in their contact cards and in the lync call menu for said users. These numbers do not exist anywhere in the environment, either client, exchange, or lync side. I agree with the assumption that this must be something to do with the Lync AB.

    Any help would be appreciated,

    Kind regards

    Thursday, December 05, 2013 6:49 PM
  • we had exactly same problem, number was nowhere in AD or Exchange or Lync.

    deleting user, updating address book force by powershell, make sure it works, check event viewer.

    then create user and re-update the address book. 

    to check if its working - delete lync address book and force outlook to download new address book.

    After following all the steps - it worked for me. number not appearing now :)

    hope it helps

    Cloud and Unified Solution Specialist..

    Thursday, December 05, 2013 10:11 PM
  • Thanks for the info. I'd like to hold off on nuking my users in favour of finding a fix, the environment is quite mature and I don't think users will be particularly impressed if i obliterate their user data.

    Would I be able to interogate things like work number by attaching to the rtc instance with management studio express and stripping them out from there?

    Kind regards

    Friday, December 06, 2013 8:26 AM
  • we had just 2 users so we did remove and adding them back work around. 

    go ahead with management studio express and let us know your findings.



    Cloud and Unified Solution Specialist..

    Friday, December 06, 2013 10:53 PM
  • Seeing the same issue. Anyone from MS care to answer?
    • Edited by jonbrown Wednesday, January 07, 2015 7:37 PM
    Wednesday, January 07, 2015 7:36 PM
  • Any recommended solution other than remove the user from Lync then add back?
    Thursday, January 08, 2015 3:47 PM
  • Same issue here!  MICROSOFT?  MICROSOFT?
    Tuesday, February 03, 2015 3:47 PM
  • In our case we had user who had entered numbers in their Lync-client settings under phones and choosen that it should be displayed on the contact card.

    The only way to see that is to either look at the users client or to do an export of the csuserdata from the database. (convert to 2010 to be able to edit the xml)

    I did an export of the csuserdata from the faulty users I could not get a hold of and then imported the data back to get rid of the numbers.

    Removing the user from Lync and reenabling should work as well.
    • Proposed as answer by John.Waterman Monday, July 25, 2016 8:00 PM
    Thursday, February 05, 2015 11:32 AM
  • I hope everyone reads your response before deleting users.  I was getting ready to do that and then saw your answer about the user entering it in to their client.  That was exactly our issue.  Thanks!
    Monday, July 25, 2016 7:59 PM

  • Hi,

    We had the same problem. A User's had a Phone number in his contact card which was not present in the AD or on the user's Skype for Business client. Also checked in his Outlook Contacts/People folder  and confirmed that the telephone number was not present in the Outlook contacts. 

    Performed the following steps in order to remove the wrong phone number for the user.
    1) First took a backup of the user's data using the cmd-let Export-csUSerData

       Export-CsUserData -UserFilter "" -FileName D:\temp\ -PoolFqdn -Verbose

    2) Disabled the User in the SfB Control Panel.

    3) Ran Update-csUserDatabase -FQDN after 15 minutes 

    4) Ran Update-csAddressBook -Fqdn after 15 minutes.

    5) Now, enabled the user again for Skype for Business.

    6) Imported the user's details back from the Backup file ( which was collected in the step 1.

       Import-csUserdata -PoolFqdn -Filename D:\temp\

    7) Ran the cmd-let Update-csUserDatabase -Fqdn waited for 15 and 

    8) Ran  the cmd-let Update-csAddressBook -Fqdn

    Wednesday, November 16, 2016 1:45 PM