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Skype for business takes too long to start RRS feed

  • Question

  • Hello,

    I'm facing issues with skype for business. When the application is started it takes around 40 minutes before it can be used. The CPU usage is around 35% and it is not responding at all. After this time the CPU is lowered and it can be used without any issues.

    I've already tried to remove SIP folder, create a new profile, remove sip from registry, reinstall the application, update of all drivers, recreate azure AD account, but nothing helped. Web meetings are working fine.

    It seems the problem is user based as we have tried that on several machines and everywhere the behavior is the same.

    Do you have any advices where the problem could be?

    We are using Lync 2013 (15.0.5159.1000) MSO (15.0.5172.1000) 32-bit.

    Thank you.

    Best Regards

    Lukas

    Monday, October 7, 2019 11:23 AM

Answers

  • Hi Lukas,

    In my research, I found a possible solution for this issue.

    By design, Lync clients try to cache and synchronize all Contact folders. When the number of Contact folders exceeds 10, this may trigger the issues in the following two scenarios:

    1.Your Lync client has the Personal information manager (PIM) feature enabled as follows:

    2.You have 10 or more nested Contacts folders in your Outlook mailbox. These are user-created subfolders under either the main Contacts folder or the main folder level (the top of the Information Store).

    To resolve this issue, reduce the number of nested folders under the main Contacts folder in Outlook.

    For more details, please refer to:

    https://support.microsoft.com/en-ca/help/3143469/client-becomes-unresponsive-when-there-are-more-than-10-nested-contact


    Best Regards,
    Sharon Zhao


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

    Tuesday, November 19, 2019 5:11 AM
    Moderator

All replies

  • Hi Lukas,

    For this issue, I suggest you could run the following steps:

    1. Try performing a clean boot in Windows to check if it works. This will helps eliminate whether the issue is caused by software conflicts.

    2. Check the version of Skype for Business client you installed, please update the Skype for Business client to the latest version.

    3. Create the EnableDetectProxyForAllConnections registry value and set it to 1.

    Details about this you could also refer to the following official document: Skype for Business should use proxy server to sign in instead of trying direct connection.


    Best Regards,
    Sharon Zhao


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

    Tuesday, October 8, 2019 2:38 AM
    Moderator
  • Hi Sharon,

    Thank you for your advices.

    1. With clean boot there is no difference, the CPU usage is still the same.

    2. In the future we are planning to move to teams, so there won't be any new updates of skype in our company.

    3. I've created the DWORD under HKEY_CURRENT_USER\Software\Microsoft\UCCPlatform\Lync, restarted the computer but the problem is still the same :-/ Skype is frozen, I'm not able to click on anything and in task manager there is NO note that the application is not responding.

    As the same thing is happening on every computer for this user account I suppose the only option what we have left is to recreate AD account :-/

    Tuesday, October 8, 2019 7:23 AM
  • Hi Lukas,

    What is your environment, on-premises or online?

    What operations do you do before this issue appearing?

    You can create a new account and have a try.

    Besides, if your environment is on-premises, please check if there is any error message in Lync server Event.


    Best Regards,
    Sharon Zhao


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

    Friday, October 11, 2019 6:01 AM
    Moderator
  • Hi Sharon,

    It happens whenever I run the skype application. It can be directly after the computer starts or even after one hour when the computer is already running.

    We are using online environment.

    Thanks

    Br

    Lukas

    Monday, October 14, 2019 9:12 AM
  • Hi Lucas,
    You could  view the Event logs and check if there are any error message related to this problem.

    Best Regards,
    Sharon Zhao


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

    Thursday, October 17, 2019 7:35 AM
    Moderator
  • Hi Sharon, sorry for late response. I've already checked the event logs, but the only information about skype there is that LyncPlatform has enabled event logging.

    No other error messages are there.

    BR

    Lukas

    Friday, November 8, 2019 3:05 PM
  • Hi Lukas,

    Perhaps, you can do a Skype for Business Client-side Anti-Virus Scanning.

    Microsoft has found that some client-side issues can arise because of anti-virus interference with normal operations. These issues include but are not limited to downloading the address book, response problems when performing various tasks, or outright crashes.

    For more details, please refer to:

    https://techcommunity.microsoft.com/t5/Skype-for-Business-Blog/Skype-for-Business-Client-Side-Anti-Virus-Scanning/ba-p/621198


    Best Regards,
    Sharon Zhao


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

    Tuesday, November 12, 2019 9:49 AM
    Moderator
  • Hi Sharon,

    just tried to remove the whole antivirus software from the laptop, but still the same issue :-/

    In the event viewer there is a message that application hang - lync.exe has stopped interacting and was closed. No errors are in Uccapilog.

    I've tried to run Microsoft Support and Recovery Assistant, which gave me error with DNS (We didn't detect all the necessary Domain Naming System records) which is strange as the issue is user based (tested on computers in both different countries). There was a problem during check of CNAME for host autodiscover...

    Probably new AD account will be the fastest way here.

    Thanks for your help.

    Best Regards

    Lukas



    • Edited by LukasSt Thursday, November 14, 2019 2:57 PM
    Thursday, November 14, 2019 12:29 PM
  • Hi Lukas,

    I have no good idea for this now.

    Maybe, you could try to create a new AD account.


    Best Regards,
    Sharon Zhao


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

    Friday, November 15, 2019 8:56 AM
    Moderator
  • Hi Lukas,

    In my research, I found a possible solution for this issue.

    By design, Lync clients try to cache and synchronize all Contact folders. When the number of Contact folders exceeds 10, this may trigger the issues in the following two scenarios:

    1.Your Lync client has the Personal information manager (PIM) feature enabled as follows:

    2.You have 10 or more nested Contacts folders in your Outlook mailbox. These are user-created subfolders under either the main Contacts folder or the main folder level (the top of the Information Store).

    To resolve this issue, reduce the number of nested folders under the main Contacts folder in Outlook.

    For more details, please refer to:

    https://support.microsoft.com/en-ca/help/3143469/client-becomes-unresponsive-when-there-are-more-than-10-nested-contact


    Best Regards,
    Sharon Zhao


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

    Tuesday, November 19, 2019 5:11 AM
    Moderator
  • Hi Sharon,

    This is indeed it! I've run the powershell command ((Get-Mailbox | Get-MailboxFolderStatistics -FolderScope inbox).count) on user's mailbox and there are 221 of these nested folders in mailbox and 154 contacts.

    I've disabled the PIM and skype is quick as light now. So is it a problem with the number of nested folders in Inbox as based on the article I should list FolderScope inbox or the issue is in nested folders under Contacts which I would suppose? Both would be really difficult to reduce due to high number of them, but at least we know finally the cause of this.

    Thank you so much.

    BR

    Lukas

    Friday, November 22, 2019 3:43 PM
  • Hi Lukas,

    I'm glad to find the root cause of this problem.

    Please remember to mark helpful reply as answer to close the thread. Your action would be helpful to other users who encounter the same issue and read this thread.

    Thanks for your understanding.


    Best Regards,
    Sharon Zhao


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

    Monday, November 25, 2019 7:28 AM
    Moderator
  • Hi Sharon,

    marked thank you :-).

    Just one more thing, do you know what those nested folder contacts are? Are these normal contacts or as by the command provided FolderScope inbox).count - simly nested outlook folders?

    BR

    Lukas

    Monday, November 25, 2019 8:50 AM
  • Hi Lukas,

    Due to unfamiliar with outlook, I suppose that the Contacts folders are as below:

    Then, you can try to check the number of Contacts folders in you outlook client.


    Best Regards,
    Sharon Zhao


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

    Monday, November 25, 2019 9:38 AM
    Moderator
  • Hi Sharon, have it, tested it on my accounts and the behavior is the same, thanks a lot with your help!

    Really appreciate it!

    BR

    Lukas

    Monday, November 25, 2019 1:13 PM