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No audio or video device connected RRS feed

  • Question

  • I have an installation with Office 365 Pro where SfB isn't detecting any audio- og video device.

    Both devices are present in the system, and work fine in all other applications.

    I've tried a complete reinstall of Office 365, and reinstall drivers for these devices.

    I have a feeling, that it might be some HKLM registry settings, as it's the same issue whether it's the user or the administrator, who's logged in.

    Any help would be appreciated :)

    //Svenson

    Friday, March 10, 2017 8:12 AM

Answers

  • Hi Svenson,

    Thnx for replying. I assume this affected user holds an E-3 license?

    What if you install Lower version of SFB client/complete office suite i.e. 32 bit version? The recommended version is 32 bit not 64 bit

    You can do below:-

    Uninstall Office suite from user's computer > Then ask him to sign in to his O365 account > Gear box icon > Install status > Install desktop application > Skype for business > Try to only install the standalone SFB client application and see the behaviour 

    Make sure the user sign in to the application using his own credential

    See if it helps.

    What i am trying to see with this approach is:- Does standalone installation show audio video device and if yes, then there is something wrong with Office suite itself . If that is the case, you can contact MS support for further assistance as they have a dedicated team for Office pro issues

    Hope this info helps 


    MCSA Office 365 | MCSA Exchange server 2010 | Red Hat Certified Engineer



    • Edited by Akabe Monday, March 13, 2017 11:53 AM added info
    • Proposed as answer by jim-xu Thursday, March 16, 2017 2:09 AM
    • Marked as answer by nsvenson Thursday, March 16, 2017 1:31 PM
    Monday, March 13, 2017 11:51 AM

All replies

  • Hi,

    See below helps:-

    Outlook > File > Options > Advanced > Disable hardware graphics acceleration (Do this for all the office products) > U will have to check mark the box

    Else registry key:-

    HKEY_CURRENT_USER\Software\Microsoft\Office\15.0\Common

    - http://www.thewindowsclub.com/turn-off-hardware-graphics-acceleration-office-2013


    MCSA Office 365 | MCSA Exchange server 2010 | Red Hat Certified Engineer



    • Edited by Akabe Friday, March 10, 2017 9:10 AM added info
    Friday, March 10, 2017 9:06 AM
  • Did you checked in the SFB client settings audio and video devices?all connected devices will be listed there and are you able to select any device?

    Jayakumar K

    Friday, March 10, 2017 9:10 AM
  • Jayakumar,

    I'm not able to see / select any devices in SfB client.


    //Svenson

    Friday, March 10, 2017 9:16 AM
  • Akabe,

    I've tried disable graphics acceleration with no luck :)


    //Svenson

    Friday, March 10, 2017 9:18 AM
  • Have you disabled acceleration via Registry key?

    See if below article helps:-

    - https://blogs.technet.microsoft.com/11/2014/09/23/lync-2013-explained-no-audio-detected/

    - https://support.office.com/en-us/article/Troubleshoot-Lync-audio-68d84cf2-5d8c-4c91-bda6-69755f3fa165?ui=en-US&rs=en-US&ad=US&fromAR=1


    MCSA Office 365 | MCSA Exchange server 2010 | Red Hat Certified Engineer


    • Edited by Akabe Friday, March 10, 2017 9:47 AM
    Friday, March 10, 2017 9:47 AM
  • I did disable via registry.

    I've allready tried the articles you suggest


    //Svenson

    Friday, March 10, 2017 10:23 AM
  • Interesting

    I assume you have installed SFB client from O365

    I think there are two versions of SFB client on O365. What if you try the basic one?

    Or try to repair SFB application via Programs and features?

    Also what if you plug in ear phone. Is that detected by SFB client


    MCSA Office 365 | MCSA Exchange server 2010 | Red Hat Certified Engineer


    • Edited by Akabe Friday, March 10, 2017 10:37 AM
    Friday, March 10, 2017 10:36 AM
  • Hi Svenson,

    In addition to Akabe’s suggestion that check if it is basic version, please check if audio or video is working for other applications on this PC, for example listen to music. And tell us if this issue occur to other PCs, do a clean boot on this PC on this PC to have a test:

    https://support.microsoft.com/en-us/help/929135/how-to-perform-a-clean-boot-in-windows


    Best Regards,
    Jim Xu
    TechNet Community Support


    Please remember to mark the replies as answers if they helped.
    If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com.

    Monday, March 13, 2017 5:11 AM
  • @Akabe: I'm using the one in Office 2016 Pro x86.

    I've already tried a repair, and a complete reinstall as well.

    @Jim Xu: Audio and Video is working in all other applications, and it's only on this single PC.

    For the time being, this PC is on a remote location, so I do not have the option to do a clean boot.


    //Svenson

    Monday, March 13, 2017 6:58 AM
  • Hi Svenson,

    Thnx for replying. I assume this affected user holds an E-3 license?

    What if you install Lower version of SFB client/complete office suite i.e. 32 bit version? The recommended version is 32 bit not 64 bit

    You can do below:-

    Uninstall Office suite from user's computer > Then ask him to sign in to his O365 account > Gear box icon > Install status > Install desktop application > Skype for business > Try to only install the standalone SFB client application and see the behaviour 

    Make sure the user sign in to the application using his own credential

    See if it helps.

    What i am trying to see with this approach is:- Does standalone installation show audio video device and if yes, then there is something wrong with Office suite itself . If that is the case, you can contact MS support for further assistance as they have a dedicated team for Office pro issues

    Hope this info helps 


    MCSA Office 365 | MCSA Exchange server 2010 | Red Hat Certified Engineer



    • Edited by Akabe Monday, March 13, 2017 11:53 AM added info
    • Proposed as answer by jim-xu Thursday, March 16, 2017 2:09 AM
    • Marked as answer by nsvenson Thursday, March 16, 2017 1:31 PM
    Monday, March 13, 2017 11:51 AM
  • Thanks Akabe,

    The PC is on site today :)

    I'll try your suggestions during the day, and reply with the result


    //Svenson

    Thursday, March 16, 2017 7:18 AM
  • I've uninstalled Office Suite completely, and cleaned the registry for lync entities.

    Installed SfB Basic 2016 x86 standalone version, which worked perfect, as it should.

    Uninstalled SfB, and installed Office 365 ProPlus suite, and got the same error with no video / audio devices to select.

    Akabe: Could you advice me, how to contact MS Support the right way, for this issue?


    //Svenson

    Thursday, March 16, 2017 1:10 PM
  • Svenson,

    I had thought so, that Office suite is the culprit 

    Glad we could manage to get a proper direction

    You can create the case directly via Office 365 portal > login to Outlook.office365.com > Go to admin center > Expand the left pane > There you wil see Support > Service request > Create a new one 

    In this way they will contact you based on the priority u define in the case

    Second way is to sit back and wait over phone (If you are lucky the call will be answered quickly)

    - https://support.office.com/en-us/article/Contact-Office-365-for-business-support-Admin-Help-32a17ca7-6fa0-4870-8a8d-e25ba4ccfd4b

    Numbers are listed in the article 


    MCSA Office 365 | MCSA Exchange server 2010 | Red Hat Certified Engineer

    Thursday, March 16, 2017 1:29 PM
  • To avoid multiple hops > Just mention Office 365 pro office suit issue 

    MCSA Office 365 | MCSA Exchange server 2010 | Red Hat Certified Engineer

    Thursday, March 16, 2017 1:31 PM
  • Thanks a lot :)

    Would you like me to reply in here, what the solution will be? (if any)


    //Svenson

    Thursday, March 16, 2017 1:34 PM
  • Ofcourse my friend 

    U can have multiple answers to a thread :)


    MCSA Office 365 | MCSA Exchange server 2010 | Red Hat Certified Engineer

    Thursday, March 16, 2017 1:41 PM