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"Presence Unknown" while searching users in Lync client. RRS feed

  • Question

  • Hello,

    Recently we started observing an issue, when we search for users in Lync Client the users show up with status "Presence Unknown". However when we double click the contact and open the chat window it shows the users correct status. All the users internal/external are affected.

    We have Lync Server 2007 R2. Have gone through a lot of stuff online but couldn't get any relevant information. I know that MS doesn't support this product any more but need some suggestion/advice to fix this issue.

    Of coarse we plan to migrate it to SFBO but it will take some time.

    Thursday, December 20, 2018 7:43 AM

All replies

  • Hi Mueenis,

    As it affects all users in your organization, we would suggest you update the latest patch for OCS server and install the latest client version to have a try.

    Did you make any changes before the issue occurred?

    Also, please make sure certificates used on OCS includes all the FQDN used as targets for the SRV records.

    Here are some similar cases for reference:

    https://social.technet.microsoft.com/Forums/office/en-US/cfa558bc-9f5e-494b-bf55-485899b61bf3/presence-status-unknown?forum=ocsmanagement

    http://blog.insidelync.com/2013/09/lync-2013-presence-issues/

    https://social.technet.microsoft.com/Forums/en-US/52616aa8-2a83-4284-8e0e-4d04755e25f6/lync-status-shows-presence-unknown?forum=lyncprofile

    Kind regards,

    Calvin Liu


    Please remember to mark the reply as an answer if you find it is helpful. It will assist others who has similar issue. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.

    Click here to learn more. Visit the dedicated forum to share, explore and talk to experts about Microsoft Teams.

    Friday, December 21, 2018 3:36 AM
    Moderator
  • Hello Calvin,

    Thank you for checking on this issue.
    The servers are up to date.
    We have also verified the certificates, they are correctly configured.
    There was no changes made recently, except for SFBO testing for few users.

    I tried accessing the user with sip address i.e. "sip:abc.def@xyz.com" the presence shows unkown. But if i double click the user in lync client then it shows the correct status. Then subsequent attempt shows correct status. 

    Client: Lync 2013 15.0.5085.1000 version is installed for all users.
    Server: OCS 2007 R2 

    Friday, December 21, 2018 1:09 PM
  • Hi,

    So this issue happened suddenly?

    If so, would you please check the FE to see if there is any event log error reported in event viewer?

     

    Kind regards,

    Calvin Liu


    Please remember to mark the reply as an answer if you find it is helpful. It will assist others who has similar issue. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.

    Click here to learn more. Visit the dedicated forum to share, explore and talk to experts about Microsoft Teams.

    Tuesday, December 25, 2018 10:01 AM
    Moderator
  • Hi,

    Are there any update for this issue, if the reply is helpful to you, please try to mark it as an answer, it will help others who has similar issue. :) 

    Kind regards,

    Calvin Liu


    Please remember to mark the reply as an answer if you find it is helpful. It will assist others who has similar issue. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.

    Click here to learn more. Visit the dedicated forum to share, explore and talk to experts about Microsoft Teams.

    Monday, December 31, 2018 9:49 AM
    Moderator
  • could be a network load that actually not fetching the the details while you search and the search values are multiple users.

    * users added into the contacts shows properly?

    *search with entire name till get unique name and wait for few more seconds. what would be the output.

    * how the clients are connected direct LAN/WiFi?


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

    Monday, December 31, 2018 12:08 PM
  • Hi,

    Sorry, but there is no solution yet. still trying to figure out the issue.

    * users added into the contacts shows properly?
    Users added in contact list show up with correct status.

    *search with entire name till get unique name and wait for few more seconds. what would be the output.
    Tried with firstname, lastname, SIPname, but it still shows presence unknown. 

    * how the clients are connected direct LAN/WiFi?
    Clients are connected with both LAN/WiFi, but mostly they are on LAN.

    Appreciate you guys taking some time for us. Your valuable suggestions would be highly appreciated.

    Monday, December 31, 2018 1:42 PM
  • Few more information to check,.

    * what is the output, if you login with OCS client?

    * try to delete the offline address book and download GAL again and then search.


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

    Wednesday, January 2, 2019 1:00 PM