I am having a problem with Skype for Business 2015 freezing as soon as i try to make or join an audio call. This is similar to the following problem.

https://social.technet.microsoft.com/Forums/office/en-US/b7c484af-d597-4f3e-9f1b-4b5a58c6e255/either-lync-2013-or-skype-for-business-crashed-right-after-making-audio-calljoin-meeting?forum=ocsclients

I am running a HP envy laptop, running windows 8.1. All other programs work fine.

My investigation tells me I am supposed to rollback drivers. Uh, I have lots of drivers, which ones? I assume audio and video, so I did. No luck. I then though the issue may be Office 365 itself so I completely removed all of O365 desktop software rebooted, then decided to try the 64 bit version. After a successful install, same problem with SfB. Crashes when trying to make a call.

My application log records the following.

The program lync.exe version 15.0.4737.1000 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Action Center control panel.
 Process ID: 2508
 Start Time: 01d0d0877ba856c8
 Termination Time: 23
 Application Path: C:\Program Files\Microsoft Office 15\root\office15\lync.exe
 Report Id: 208a2e3b-3c7b-11e5-82bb-fcf8ae1a456d
 Faulting package full name: 
 Faulting package-relative application ID: 

I also enabled full logging within SfB and it does appear as though logs are being recorded to C:\Users\"myuser"\AppData\Local\Microsoft\Office\15.0\Lync\Tracing, but I am not sure who to send these to, nor can I read them myself? Seems like a silly logging system for MS, but that shouldn't shock anyone, least of which is me.

the problem started the same day that O365 forced an update on my laptop a few weeks back. I did not add any other hardware, nor did I install any hardware or driver updates that I know that could have caused any driver issues. My laptop works fine otherwise, and my sound system does work just fine with other competing products such as hangouts, gototmeeting, joinme, etc.

This appears to be squarely an issue that the SfB or O365 team caused with an update. Any ideas on who to send the logs to so that the ProdTeam can fix their bugs?

Thank

Hi Eric.

Could you run the command: netsh winsock show catalog

Then, look for some Layered Service Provider in the output.

You must unistall it and test once again with SfB.

Regards.

Hm, interesting suggestion. Ok, ran and saw two entries.

Winsock Catalog Provider Entry
------------------------------------------------------
Entry Type:                         Layered Service Provider (32)
Description:                        LavasoftLSP
Provider ID:                        {2B611370-2190-4059-9AF8-5BC0F58FB742}
Provider Path:                      C:\Windows\system32\LavasoftTcpService.dll
Catalog Entry ID:                   1012
Version:                            2
Address Family:                     2
Max Address Length:                 16
Min Address Length:                 16
Socket Type:                        0
Protocol:                           0
Service Flags:                      0x66
Protocol Chain Length:              0

and

Winsock Catalog Provider Entry
------------------------------------------------------
Entry Type:                         Layered Service Provider
Description:                        LavasoftLSP
Provider ID:                        {2B611370-2190-4059-9AF8-5BC0F58FB742}
Provider Path:                      C:\Windows\system32\LavasoftTcpService64.dll
Catalog Entry ID:                   1017
Version:                            2
Address Family:                     2
Max Address Length:                 16
Min Address Length:                 16
Socket Type:                        0
Protocol:                           0
Service Flags:                      0x66
Protocol Chain Length:              0

A quick google search tells me this is from lavasoft, makers of AdAware. I haven't had ad aware on this laptop, ever, as far as I know. I checked to see if it was listed in programs to remove. Negative. I checked in the different program files folders to see if anything from lavasoft or adaware were listed. Negative. 

Question now is how do I remove the two dll's? Just delete them? What I have found says that if I do then I will likely lose network connections.

Any ideas? Thanks for the assistance.

OK..

It looks like this is the cause of the issue, we dont have to install Winsock Layered Service Providers (LSP) software. ( https://technet.microsoft.com/en-us/library/gg398686%28v=ocs.15%29.aspx?f=255&MSPPError=-2147217396 )

Now is time to remove them. Sometimes the Ad-ware is called "Web Companion". http://www.shouldiremoveit.com/web-companion-128861-program.aspx Please confirm that we can remove that software developed by: Lavasoft.

Reg

Thanks again for your suggestions but no luck.

I do not appear to have any software from Lavasoft installed on my laptop including Web Companion. I did think that maybe installing adaware and then uninstalling it may help. No luck. After a reboot the LSP are still there. I do not know how else to safely remove the two dlls in question.

My problems with SfB began around 7/24, which coincides with when O365 forced an update on my laptop. I had a feeling that a few engineers messed up and introduced a new bug. I heard a rumor from a large business client this evening that Premier Support is also aware of a new SfB call issue, but I have no proof of this.

Any further suggestions would be greatly appreciated, or if MS could confirm that a recent update is the culprit and could also confirm a hotfix is on its way.

Have you tried removing the relevant Office updates ?

https://support.microsoft.com/en-us/kb/3077012

In trying to fix the problem I completed uninstalled O365 from my laptop, then reinstalled directly from my O365 account. I am now on version 15.0.4737.1003. The article above appears for 15.0.4737.1001, so it looks like I am on the latest. Because of the uninstall and then reinstall I am not sure how I would go about downgrading my installation to a previous version.

Any ideas? Or MS, any word?

Thanks all.

Hi Eric,

I suggest you may also post the question on Office365 forum, because our Office 365 Forum is dedicated to provide support for issues related to the online part, and the information about client version we can provide is limited, as far as I know, the latest version of Skype for Business client  is 15.0.4727.1001 (June 9, 2015).  Your understanding will be appreciated.

https://community.office365.com/en-us/f/166

Best regards,

Eric

Hi,

Thanks for the update. I did check my lync.exe found in C:\Program Files\Microsoft Office 15\root\office15 and I have the following properties.

File version: 15.0.4737.1000

I do not konw of any pre-release group that I am a part of, so I have to assume the latest SfB client now is 15.0.4737.1000 and this might be my problem?

I will also ask my question at the other community. Thanks.

Today I faced the same issue on one of our laptops. You were on the right track with lavasoft.

I resolved it with the following steps

If you run process explorer you can do a handle search on dll. You'll probably see that LavasoftTcpService64.dll is loaded by one or more executables.

With autoruns (also from sysinternals) you can delete all lavasoft entries to prevent the dll's from being loaded at startup. 

Reboot your system and check if calls are now fine. 

Also don't forget to delete the dll's from system32 after the reboot. You don't need them.

• Marked as answer by Eric Overfield 15 hours 55 minutes ago

Someone buy this man a beer!!!

That solved my problem, after a month without SfB it is back! I ran process explorer and found the offending dll. I then ran autoruns, found the registry entries, removed them all (After making a restore point just in case), rebooted, reinstalled all of O365 including SfB and success!

If you are ever at a SharePoint or O365 conference please come find me so I can thank you in person and purchase a beverage of your choice for you.

Thanks again.

Today I faced the same issue on one of our laptops. You were on the right track with lavasoft.

I resolved it with the following steps

If you run process explorer you can do a handle search on dll. You'll probably see that LavasoftTcpService64.dll is loaded by one or more executables.

With autoruns (also from sysinternals) you can delete all lavasoft entries to prevent the dll's from being loaded at startup. 

Reboot your system and check if calls are now fine. 

Also don't forget to delete the dll's from system32 after the reboot. You don't need them.

• Marked as answer by Eric Overfield Wednesday, September 02, 2015 3:34 PM

Today I faced the same issue on one of our laptops. You were on the right track with lavasoft.

I resolved it with the following steps

If you run process explorer you can do a handle search on dll. You'll probably see that LavasoftTcpService64.dll is loaded by one or more executables.

With autoruns (also from sysinternals) you can delete all lavasoft entries to prevent the dll's from being loaded at startup. 

Reboot your system and check if calls are now fine. 

Also don't forget to delete the dll's from system32 after the reboot. You don't need them.

• Marked as answer by Eric Overfield Wednesday, September 02, 2015 3:34 PM