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

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.

For devices supported by UITS, you can change which device Lync uses for audio from within Lync for Mac. If this doesn't work for your device, you may need to try troubleshooting your Mac OS X System Preferences.

On this page:


Changing or configuring audio devices in Lync for Mac

If your preferred device was not automatically set as the default audio device when you connected it, you can change it by clicking the microphone icon in the lower left of the main Lync for Mac window, and selecting your device from the pull-down menu.

Image of the audio device selection icon in Lync for Mac

To change the audio device while in a call, click the microphone icon in the lower part of the conversation window, and select your device from the pull-down menu.

The audio device selection icon  appears in the middle of the lower edge of the Lync for Mac conversation window.

You can also configure your audio device settings in Lync Preferences. In the Lync Preferences window, click the Audio tab.

Information in this section was adapted from The Lync Team Blog's post on hotfix 14.0.3.

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.

Audio troubleshooting in System Preferences

If you are having audio problems, and you can't resolve them within the Lync for Mac client, you can specify the input and output devices in your system sound settings:

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

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.

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 10.8 and later 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. This 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. To delete the history, remove:
    • /Users/username/Documents/Microsoft User Data/Microsoft Lync History
  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

This is document bave in the Knowledge Base.
Last modified on 2015-10-13 00:00:00.

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