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Skype for Business 2016 crashes on startup (blames kernelbase.dll) RRS feed

  • Question

  • Hi,

    We're using Skype for Business 2016 with our Office 2013 installation. It works for all users in our organization, except one.

    When he starts SFB it auto-logins and we get a popup "Welcome to Office. We're getting things ready..."

    And about ~5-10 seconds later, SFB crashes.

    This is the error log from the eventviewer (translated from Swedish):

    Error occured in program with name: lync.exe, version 16.0.4561.1000, time 0x5940ae71
    , error occursed in module with name: KERNELBASE.dll, version 10.0.15063.447, time 0x30ec82a7
    Exceptioncode: 0xc06d007e
    Error offset: 0x0000000000069e08
    Process-ID: 0x1968
    Program start: 0x01d2f6ecbf2ca3d4
    Path to program: C:\Program Files\Microsoft Office\Office16\lync.exe
    Path to module: C:\WINDOWS\System32\KERNELBASE.dll
    Report-ID: 24a7d85b-d880-42fb-9b17-993d08f05bcd
    Complete name on bad package: 
    Program-ID relative to bad package:

    Things I've tried:

    * Repairing Office 2013

    * Reinstalling SFB & Office 2013

    * Running "Office Analyzer" (this reports 0 issues, only information about installed updates, etc)

    * Windows Update is up to date.

    * Running SFB as administrator

    * Running it outside the office network

    And basically all the other topics I've found on the matter.

    Can I somehow enable debug logging for SFB? Does anyone else have any ideas on how I can trigger the "We're getting things ready for you" outside of SFB?

    Thanks in advance.

    Best regards,

    Anton

    Friday, July 7, 2017 8:18 AM

All replies

  • This could be related to webcam or audio device. Do you have external camera or audio device connected?

    Unplug them and update internal cam/audio driver and see if it helps.


    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

    Friday, July 7, 2017 9:00 AM
  • This could be related to webcam or audio device. Do you have external camera or audio device connected?

    Unplug them and update internal cam/audio driver and see if it helps.


    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

    Thank you for your response.

    I've checked for any external device, and there's nothing connected to the computer.

    Even though I get the "Skype for business has stopped working"-popup, I can go into settings and "Audio" is set to the default playback device (there is only one I can select from the dropdown menu).

    If I go to "Video" it manages to start the built-in webcam and show it.

    Friday, July 7, 2017 10:21 AM
  • If you install Office 2013, have you also installed the latest updates for Office 2013?

    Maybe you should try to use Office 2016 with the SFB client included? 


    regards Holger Technical Specialist UC

    Friday, July 7, 2017 11:32 AM
  • If you login to same pc with another user that have not logged in before, does issue still occur?

    You could try sfc /scannow in cmd as admin. When finish, reboot and see if issue is still there.

    Would be nice to confirm this is not local profile issue by logging in with another account.


    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

    Friday, July 7, 2017 12:02 PM
  • Click on Windows Sounds, and change your default communications devices, and then try again.
    Saturday, July 8, 2017 4:56 AM
  • Hi Lindgren Anton,

    For this issue, please use another normal SFB client test if there is the same issue with the affected user.

    Moreover, you could try the following troubleshooting steps:
    1. Delete SFB cache files: %userprofile%\AppData\Local\Microsoft\Office\16.0\Lync\sip_UserName@Domain.com
    2. Try to perform a clean boot on your computer: https://support.microsoft.com/en-us/kb/929135
    3. Install the latest update for your SFB client.

    Here is a blog for your reference
    https://www.reddit.com/r/sysadmin/comments/2l9cbv/lync_crashes_on_launch_any_ideas_appreciated/

    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.


    Regards,

    Alice Wang


    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.

    • Proposed as answer by Alice-Wang Monday, July 10, 2017 9:55 AM
    Monday, July 10, 2017 9:49 AM
  • Hi again,

    Sorry for the late response - been on vacation.

    We have two different users having the same issue. Running different kind of models on their laptops, but getting the same issue.

    I've literally tried everything I can think of (including everything you guys have suggested). Does anyone else have any ideas on how to fix this issue?

    Thanks in advance.

    Best regards,

    Anton

    Thursday, August 24, 2017 7:55 AM
  • Same issue here with 1 PC. SFB worked like a charm for 1 user on this PC and I created an new user upon this laptop and with this user the SFB Client is crashing at startup...

    What is happening here?

    Monday, September 11, 2017 12:10 PM