IM window will not display on a clients computer

Hi,

We are in the middle of installing Microsoft Lync 2010 in our company and we are currently in the pilot stage of the installation. I have installed the client on 8 computers so far and all of them are able to send/receive IM, sharing sessions, etc. However there is one person on the pilot that cannot send or receive any IM's.

When you try to send him an IM or an invitation to share, you can hear the alert of the invitation on his screen and you can see the alert in the bottom right of the screen but only for a split second and then it disappears and he does not receive the IM/invitation.

The same happens when he tries to send an IM/share a session himself. If he double clicks on an contact from his client no IM window appears! Trying to open the IM window from all other possible ways gives him the same result, No IM window.

The really odd thing is that he can add/remove and see all his added contacts that are on the pilot. He can see presence status, personal messages, everything that everyone else can see. He just cannot get the IM/sharing window to open on his computer.

He is running a:

Lenovo SL500 with Windows XP Professional 2002 SP3, 3GIG RAM, Intel Core 2 Duo T5870 @ 2.0Ghz, Mobile Intel 4 Series Chipset 256Mb Ram, Direct X 9.0c

It has become a very frustrating part of the pilot and I am afraid that it may occur on other machines if we decide to roll out Lync 2010 to the rest of the company.

Can someone please get back to me on this one as I have searched high and low trying to figure out what the problem is and still I have not got an answer.

Cheers and Thank you in advance.

Stephen

May 19th, 2011 12:03pm

Hi Stephen,

Firstly please confirm these informations:

Whether this problem user can logon successfully on other computer?

Whether other users can logon problem computer successfully?

If they are both ok, it means something wrong with the user's windows profile.

If not ok, you can find whether it is an user account problem or computer problem.

Best Regards!

Free Windows Admin Tool Kit Click here and download it now
May 20th, 2011 1:23am

Hi Jidan,

Thanks for replying so soon.

Firstly, if the problem user logs onto Lync on my computer everything works ok.

If I try to log on to his computer then I get the same problems he gets.

Do you know where I should look to fix the problem?

Regards

Stephen

May 20th, 2011 8:04am

Hi Stephen,

Regarding to your information, I suspect it is a Windows system issue or Windows profile issue.

My suggestion is log on problem user's computer with a different account and try to test whether problem still alive.

If it works it means you can recreate a new profile for the user to resolve this problem.

If not work, I believe you have to fix this problem by repiring the system.

Best Regards!

Free Windows Admin Tool Kit Click here and download it now
May 23rd, 2011 6:07am

Jidan,

Thanks again for getting back to me. We tried logging on with a different user profile and the issue is still there.

Can you suggest where I should look to sort out the problem?

Regards

Stephen

May 23rd, 2011 9:09am

Hi,

Is this a new installed machine or it has already used for some time and maybe installed many some other softwares.

Till now It should be a System issue, if convenient would you please reinstall the OS and try again?

If not acceptable, let's talk about other ways.

Best Regards! 

Free Windows Admin Tool Kit Click here and download it now
May 23rd, 2011 9:58am

Jidan

This machine has been in use for some time and has other software installed on it. We have tried turning off all the different software programs that might be blocking Lync, i.e. anti-virus, firewall, etc.

Unfortunately, this client cannot afford to reinstall the OS as he needs this computer for work.

Is there any other way that you might be able to fix this problem?

Regards

Stephen

May 23rd, 2011 11:15am

Hi Stephen,

From Windows log , can you find any information related to this problem?

Regards!

Free Windows Admin Tool Kit Click here and download it now
May 24th, 2011 8:48am

Jidan,

Is there anything that I should be looking for inparticular?

Stephen

May 24th, 2011 10:50am

Not sure and not so familiar with system error.

But I believe it should give you some warning or error in most situations.

Are are any related to Lync?

Regards!

Free Windows Admin Tool Kit Click here and download it now
May 25th, 2011 6:49am

Jidan,

Sorry it took me this long to reply to you. The issue still remains. I've done what you told me and when I checked the log file it told me that Communicator was running ok. No errors anywhere.

What do you think I should do next?

Regards

Stephen

May 30th, 2011 10:23am

Hi Stephen,

How about trying this:

Removing following files and registries could prevent moc from caching old status, the profile are stored at C:\Users\test\AppData\Local\Microsoft\Communicator, and registries from here: HCU\Software\Microsoft\Communicator\test@domain.com

Best Regards!

Free Windows Admin Tool Kit Click here and download it now
May 31st, 2011 7:48am

Hi Jidan,

We tried both of these methods, deleting off the C: drive and deleting from the registry files, still no luck. It seems like his computer is just blocking the pop out IM/Sharing window. It's becoming a bit of a lost cause :(

Regards

Stephen

May 31st, 2011 9:41am

Hi Stephen,

Someone metioned it is caused by virus, but don't have its name.

Could you try to clean his/her system for testing?

Regards!

Free Windows Admin Tool Kit Click here and download it now
June 1st, 2011 8:18am

I am having the exact same problem with two users in my office.  They previously had OC2005 on her system and was recently updated to OC2007 R2. Now they receive the alert that a new message has arrived, but no IM window display. If I log into their systems, I receive the same scenario (on my own system, everything works fine), so it's not a user profile issue.

The client software has been re-installed multiple times. I ran CCleaner between re-installs on one system in the hopes of clearing out old/abandoned files and registry keys leftover from the 2005 client and/or anything not properly installed/registered during the initial upgrade, but no change in the situation. Event viewer is showing no errors related to communicator either.

This user's system is long overdue for a re-image anyway, but I'd like to figure out what's wrong with OC2007 before doing so, so I can know how to fix this should the issue come up in the future. We've got a few thousand people currently using OC2007R2 without issue who were also upgraded from 2005, but something went awry with this user and I have to admit that at the moment, I'm stumped for a real answer (other than the re-image which is just sweeping it under the rug).

Stephen, out of curiosity, which version of Office are you running on your user's system? We are running Office 2007 on Windows XP SP3 in our environment. The only thing I can stab at right now is that there were several Office 2007 updates applied to one of the users' systems (only one, not both), around the same time the Communicator was updated.

Thanks for any input on the problem! 

June 3rd, 2011 2:32pm

One of the affected PC's was re-imaged and everything worked fine for a little while and not three hours later the problem had returned. The other affected PC was also re-imaged and is still currently functioning but I can't say for certain that her problem will not come back.

Does anyone have anything else to add? Now I'm really stumped.... :(

Free Windows Admin Tool Kit Click here and download it now
June 9th, 2011 7:13pm

I am having this exact same problem on a brand new xpsp3 image with office 2010 and lync 2010 client only. 
June 23rd, 2011 8:48pm

We seem to have found a conflicting application in our environment, but we still have no idea what component of that application could be causing the conflict. The program is called WinTrack SETS and unless you work in the Cable/Telecom industry, you probably aren't using this software (http://www.mintek.com/products/warehouse-management/wintrack-sets/features.aspx).

So the current theory is that some component of the SETS program is causing this to happen, but we have no leads on what the component is. So far, with SETS removed from the affected users' machines, the problem has not returned. As an experiment, we put SETS on the PC and the IM problem came back. Removed SETS and the problem went away.

That's all we have for now and honestly, with the problem out of the way in this isolated special set of circumstances, we probably won't be investigating any further on our end.

Good luck to others and hopefully you can also find a "conflicting" app in your environment as well that will at least give you some kind of clue to get a resolution. Who knows, if we can all find a confilicting app, maybe we can figure out what they all have in common. Also, SETS was installed, but not running at the time of the IM problem.

Free Windows Admin Tool Kit Click here and download it now
June 24th, 2011 1:30pm

I honestly think going to Start - Run - typing  regsvr32 msxml3.dll  fixed this issue. I had no hope left and I had forcably uninstalled OCS2007r2 completely including all references in the registry and program files. I had also removed all MSXML files and all MS KB and Security updates that had been applied in the last 3 weeks before the issue arose. I don't really think any of those other steps fixed the problem because I have added most of them back to the PC and it is still working. So before you try that - go to start - run - type :  regsvr32 msxml3.dll <enter> and if it says registered successfully you should reboot and be good to go. At least I was:)
July 28th, 2011 3:01am

Thanks ToRiFn,

This is exactly the fix for the problem. Sorry I didn't get back sooner but I've been really busy :)

Cheers

Stephen

Free Windows Admin Tool Kit Click here and download it now
August 12th, 2011 12:56pm

This fixed my issue as well (regsvr32 msxml3.dll)

June 29th, 2012 7:34pm

Thanks ToRiFin,

It resolved the Lync Instant Messaging issue in my computer as well. Thanks for the solution!

Regards,

Gautam

Free Windows Admin Tool Kit Click here and download it now
July 25th, 2012 5:09pm

I had the exact issue, this solution worked for me.

Many thanks to RiFn.

July 4th, 2014 11:58am

Hi,

I have the same problem, unfortunately the solution offered by torifin didn't work for me and that is really discouraging. I am the end user, but I have taken the computer to the IT team and they couldnt find any solution either.

Any other options?

Regards,

Carlos

Free Windows Admin Tool Kit Click here and download it now
March 19th, 2015 1:14am

This topic is archived. No further replies will be accepted.

Other recent topics Other recent topics