For Skype for Business for Windows, how can I troubleshoot problems with audio and video equipment?

Use Microsoft Skype for Business/Lync to access Indiana University's UniCom service.

Important:
As of January 22, 2017, Lync 2010 for Windows no longer works with IU's UniCom service. Windows users at IU should switch to either Skype for Business/Lync 2013, which is available from IUware as part of the Office 2013 suite), or Skype for Business 2016, which is available as an Office 365 ProPlus app. For more, see About the migration from Lync to Skype for Business.
Note:
The information in this document is intended for Windows users. To troubleshoot problems with Lync for Mac, see Using Lync for Mac, how can I solve audio or video problems?

If you have trouble when using a headset or webcam with Skype for Business, try one or more of the following steps:

  • Check volume settings and mute function.
    • Remember to check volume controls on both your device and your computer.
    • Consult your device's documentation for non-obvious mute features.
  • Set the default device. If you have a webcam, the default setting may be to use the webcam's internal microphone rather than the microphone on your headset. If you try to mute your microphone and find that the other party can still hear you, or if the other party reports that your voice is coming in and out, this may be the problem. Also, if you have previously used a different device on your computer, that device may still be set as the default. Try one or both of the following:
    • Set the default device within Skype for Business. To do so:
      1. In the lower left of the main Skype for Business window, click the audio device button. Depending on what device is set as the default, this may look like a telephone, a microphone and speaker, or a square with a speaker.
      2. Select the preferred audio device from the drop-down list, or click Audio Device Settings to set up a new audio device. In the "Audio Device" portion of the "Options" window, make sure the correct equipment appears for each audio device listed (speaker, microphone, etc.)
    • Set the default device in the Control Panel.
      • Windows 8.x:
        1. To access the Control Panel, press Win-i, and then, in the panel that appears on the right, click Control Panel.
        2. Click Hardware and Sound.
        3. Under "Sound", click Manage audio devices.
        4. Highlight the device you want to use, and click Set Default. Then click OK.
      • Windows 7:
        1. From the Control Panel, double-click Sound.
        2. Click the Playback tab for speakers or the Recording tab for the microphone.
        3. If the device you want to use is listed but does not have a checkmark, click the device you want to use, and then click Set Default.
      Note:
      For help navigating, see Getting around in Windows.
  • Disable other devices. If you try to mute your microphone and find that the other party can still hear you, your system may be drawing audio from more than one device. Try the following:
    • Windows 8.x:
      1. To access the Control Panel, press Win-i, and then, in the panel that appears on the right, click Control Panel.
      2. Click Hardware and Sound.
      3. Under "Sound", click Manage audio devices.
      4. Click the Recording tab. Check for volume fluctuations for more than one device while speaking.
      5. You can disable any device you don't want to use; to do so, click the device name, and then click Properties. On the General tab, at the bottom next to "Device usage:", select Don't use this device (disable). Click OK.
      6. Make sure that your preferred device is set as the default. (It should have a checkmark in the list of devices on the Recording tab.)
    • Windows 7:
      1. From the Control Panel, double-click Sound.
      2. Click the Recording tab. Check for volume fluctuations for more than one device while speaking.
      3. You can disable any device you don't want to use; to do so, click the device name, and then click Properties. On the General tab, at the bottom next to "Device usage:", select Don't use this device (disable). Click OK.
      4. Make sure that your preferred device is set as the default. (It should have a checkmark in the list of devices on the Recording tab.)
      Note:
      For help navigating, see Getting around in Windows.
  • Check the settings in your webcam software. Some webcams come with software that must be installed for them to work properly. If you installed the software and find that people are having trouble seeing or hearing you, try the following:
    1. In the Skype for Business client, from the Tools menu, select Options.
    2. In the left pane, click Video Device. Here you can see if Skype for Business recognizes your camera; you can also manipulate settings as needed by clicking Webcam Settings.

    For more advanced features and settings, refer to the documentation that came with your webcam.

To learn how to perform common tasks in the Skype for Business/Lync client, see the UniCom page. Also, see Microsoft's Skype for Business help pages or the Lync for Mac user guide.

This is document awzv in the Knowledge Base.
Last modified on 2017-09-28 11:31:34.

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