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Troubleshooting

Lync Status Sync

If you uninstall SU 1 without uninstalling the whole application, the config file (ininintegrationservice-w64r-1-0.exe.config) will not be restored. Without the config file, the service fails to start. To fix this problem,

  1. Go to Add or remove programs in the Control Panel.

  2. Click IC Integration to Microsoft Lync.

  3. Click Repair.

RCC

If you saw an error indicator when you logged back in after configuring Microsoft Lync for RCC, follow these troubleshooting suggestions:

  • You can use the Wireshark application to see if the traffic reaches the CIC server properly. If it does not reach the server, the problem is probably the routing in the Lync Server configuration or the user’s Server URI.

  • If CIC is receiving the SIP traffic, but rejecting the logon, try:

    • Restart RCCServer to refresh its Active Directory cache. Or, you can reload RCCServerU.exe using the –reload flag.

    • Verify that the TEL URI for the user matches a valid CIC station extension and that the station is not in use by another CIC user. If so, Cs_StationInUseByAnotherUser appears in the RCCServer log.

    • Verify that the CIC user account that corresponds to the Lync user has the domain account configured correctly. If not configured correctly, the account will not be found by RCCServer.

    • Verify that the CIC user account that corresponds to the Lync user has a valid CIC license applied and enabled. If not, Cs_NoClientLicense appears in the RCCServer log.

      • Check the RCCServer log for any other clues.

      • If the RCC connection periodically stops working, it could be that the port is not always being kept open. Create a 5060 listen port that stays open to send back messages.

      • If it appears that RCC is configured correctly and there is not an error icon in the Microsoft Lync client, verify that the preferred calling device is set up correctly for the user in the Lync client. If a call between Lync RCC and a Remote Station was active during a switchover and the call is disconnected by the Remote Station after the switchover, the RCC user's Lync Client remains In a Call status and the RCC phone remains connected to dead air after the call was disconnected. In this case, the CIC server loses control of the call and the Lync client thinks it still has a call. This problem condition is a limitation of the functionality in the eventuality of a switchover.

        The user has to take explicit steps to reset the Lync client status, depending on the Lync client version. Do one of the following:

      • Close the Lync call notification

  • Log out of the Lync client, then log on again. If the Lync client lost control of the call but you still can use either the phone or CIC client to control the call, log out of the Lync client and log back in. Typically this behavior is due to the Lync Server losing its connection to RCC. Some Lync implementations do disconnect and reconnect every 8 hours.

  • If the call is answered from the phone or CIC client, some of the Lync GUI controls are unavailable. This behavior is a limitation of the Lync 2013 client. Use the phone or CIC client to hold the call and then take the call off hold to enable these controls.