Using Lync for Mac, how can I solve audio or video problems?

Note: For Mac users, UITS recommends Lync for Mac to connect to UniCom at Indiana University. Communicator for Mac and Messenger for Mac are not supported.

Audio troubleshooting

Lync for Mac can only use the input and output devices listed in your system sound settings. If you are having audio problems, first check these settings:

1. Open System Preferences and select Sound.
2. Select the appropriate settings for "Output" and "Input".

Notes:

• Each output and input device can have its own level settings. For example, a USB headset will have an independent volume setting from the internal speakers, or from headphones or external speakers plugged into the 1/8" audio out port. The built-in microphone on a Mac will also have a different input volume from a USB headset microphone. Setting the input between half and full seems to be appropriate.
  
  
• Typically, only one output can be used at a time. MacPro towers can have simultaneous output to various audio devices. Software tools may also enable simultaneous output.
  
  
• Third-party utilities can be used to make switching output or input easier. Options include SoundSource from Rogue Amoeba and PTHVolume from PTH Consulting.

Camera troubleshooting

If you are having problems with your built-in or attached USB camera for video chat, quit all applications that use video, and then launch Lync for Mac only.

The built-in camera or other attached camera may be controlled by the first video application launched. For example, if video applications like FaceTime or Skype are launched before Lync, those applications can be in control of the camera and prevent its use in Lync.

Clearing preferences and starting over

If other troubleshooting does not solve the problem, it may be necessary to clear all preferences for Lync for Mac and then set it up as if it were a new installation. It is usually unnecessary to reinstall the application. To clear out all preferences and other files associated with Lync:

1. Quit Lync for Mac.
   
   
2. In your Home folder, open the Library folder. Note that Mac OS X 10.7 (Lion) hides your Library folder. To access it:
   
   
   1. Press Command-Shift-g, or from the Go menu, select Go to Folder... .
   2. In the Go to Folder drop-down window, enter ~/Library, and click Go.
   
   
3. Remove the following files from your Library folder:
   
   
   • /Users/username/Library/Preferences/com.microsoft.Lync.plist
   • /Users/username/Library/Preferences/ByHost/MicrosoftLyncRegistrationDB.xxxx.plist
   • /Users/username/Library/Logs/Microsoft-Lync-x.log (This file is present only if you turned on Lync Logging.)
   • /Users/username/Library/Logs/Microsoft-Lync.log
   
   
4. In your Documents folder, remove the following:
   
   
   • /Users/username/Documents/Microsoft User Data/Microsoft Lync Data
   
   
5. Optionally, also remove Microsoft Lync History:
   
   
   • /Users/username/Documents/Microsoft User Data/Microsoft Lync History

   Note: This optional step will delete saved conversations. For Mac users, the conversation history is not saved to the Exchange account, but instead is saved locally to the Mac.

6. Open Keychain Access from the /Applications/Utilities folder:
   
   
   1. Delete any keychains on the left that look like the following, where emailaddress is your email address: OC__KeyContainer__emailaddress
   2. In your Login keychain, delete the following, where emailaddress is your email address: emailaddress.cer
7. In the /Users/username/Library/Keychains folder, delete all files that look like the following, where emailaddress is your email address: OC__KeyContainer__emailaddress