Article ID: 2423938 - View products that this article applies to.

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PROBLEM

When you try to share a Microsoft PowerPoint presentation from Microsoft Lync 2010 or Microsoft Lync 2013 in Microsoft Lync Online, you experience one of the following symptoms:

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SymptomCauseResolution
When you try to share a PowerPoint presentation through Lync 2013, you receive the following error message:
Some sharing features are unavailable due to server connectivity issues.
Lync 2013 can't contact the Microsoft Office Online PowerPoint server. Microsoft Lync Online sends a valid connection URL, but Lync 2013 can't connect. This might be caused by Domain Name System (DNS) resolution or firewall restrictions.See Network troubleshooting
When you try to share a PowerPoint presentation through Lync 2013, you receive the following error message:
Sorry, but Presentation Template <filename>.pptx can't be uploaded. We're having difficulties connecting to the service. If this keeps happening, you might want to contact your support team.
Typically, this is a problem with the Lync Online service. If the Lync Online servers can't connect to the Office Online server, they won't send a connection URL to Lync 2013.Check the Office 365 Service Health Dashboard for outages.
When you try to share a PowerPoint presentation in Lync 2010, you receive the following error message:
There was a problem converting the PowerPoint Presentation.
The PowerPoint presentation is already open, is corrupted, is password protected, is of the wrong file type, or contains features that are unavailable in Lync.Check the integrity of the PowerPoint presentation.
The organizer of the meeting uploads PowerPoint slide images. However, the PowerPoint slide images aren't displayed correctly.Some kinds of media within PowerPoint presentations aren't supported.Check the integrity of the PowerPoint presentation.
A meeting participant can't save shared content in any format, such as a native format or an XML Paper Specification (XPS) format.Usually caused by permissions issues with the destination directory, certificate issues, or a problem with the Microsoft XPS Document Writer.Check local permissions and settings.

SOLUTION

Network troubleshooting


The Microsoft Office 365 Transport Reliability IP Probe (TRIPP) tool for Lync Online can help verify that the network can make a reliable connection to Lync Online. For more information about how to run the TRIPP tool, see the following Microsoft Knowledge Base article: 
2409256 You can't connect to Lync Online, or certain features don't work, because an on-premises firewall blocks the connection
Additionally, make sure that the 65.54.54.0/24 IP range is open in your firewall. This range covers the Office Online server from which PowerPoint presentations are streamed.

Check the integrity of the PowerPoint presentation

  1. If a static image isn't displayed correctly, try to reproduce the issue by using the same .ppt file that contains the image. Then, try to reproduce the issue by using a different .ppt file that contains the same image.
  2. Be aware that some content (video, multimedia, and so on) will be removed from the deck during the upload process.
  3. Verify that the PowerPoint presentation that you want to upload isn't open anywhere else on the system.
  4. Verify that the PowerPoint presentation isn't protected by Information Rights Management (IRM).
  5. Verify that there are no open dialog boxes in PowerPoint. (For example, a dialog box appears when you click File and then click Open.)

Check local permissions and settings

  1. Verify that you have the correct certificates in Certificate Manager. To do this, follow these steps:
    1. Open Certificate Manager. To do this, click Start, click Run, type certmgr.msc, and then click OK.
    2. Expand Personal, and then expand Certificates.
    3. Click the heading for the Issued By column to sort the column, and then look for a certificate that's issued by Communications Server.
    4. Verify that the certificate is present and isn't expired.
    5. If the certificate is expired, right-click the certificate, point to All Tasks, and then click Delete.
    6. Try to sign in to Lync Online. This action will download a new certificate if sign-in is successful.
  2. Verify that you have the appropriate permissions to save to your target destination.
    • Verify that the user has permissions to save content. Have a presenter open the content bin (or attachments, if the file is an attachment), click the right arrow (or right-click), and then click Make Available to. Make sure that Make Available to is set to the role of the person who is trying to save the file.
  3. If you save to a network location, verify that you have Read/Write permissions to the network share.
  4. If you can't save content in the XPS format only, check the XPS print queue. To do this, click Start, click Devices and Printers, open the Microsoft XPS Document Writer, and then delete all pending jobs that seem to be stuck.

MORE INFORMATION

In the Lync 2013 log files, you notice an entry that resembles the following if you can't connect to the Office Online server:

<diagHeader>54018;reason="The navigation to the WAC URL failed.";ClientType=Lync;Build=15.0.4128.1019;ContentMCU="sip:SeanB@trtcmd.com;gruu;opaque=app:conf:data-conf:id:FGJQ0KFG";ConferenceUri="sip:seanb@trtcmd.com;gruu;opaque=app:conf:focus:id:FGJQ0KFG";Url="https://sn1-broadcast.beta.officeapps.live.com/m/Presenter.aspx?a=0&amp;e=true&amp;WopiSrc=https%3A%2F%2Fwebpoolsn20b07.infra.lync.com%2FDataCollabWeb%2Fwopi%2Ffiles%2F2F8-1-276EEDA&amp;access_token=AAMFEJlF2hMaA7Baog3cKZg8YU8GEBKuMdWWOkyOkQZnxLmGLC6BEJlF2hMaA7Baog3cKZg8YU-CAqWIgyBVhtC-f_hKD6jwOA3RRNo-lE7GIzHpLVIlGuE2NPyoooYIsdmqqvVpzwgIDURhdGFDb2xsYWJXZWI&amp;&lt;fs=FULLSCREEN&amp;&gt;&lt;rec=RECORDING&amp;&gt;&lt;thm=
THEME_ID&amp;&gt;&lt;ui=UI_LLCC&amp;&gt;&lt;rs=DC_LLCC&amp;&gt;";ErrorCode="0x800C000E"</diagHeader>


For the second error message, if Lync Online can't send you a connection URL, you see the following entry in the Lync 2013 log files:

<diagHeader>54006;reason="A resource was unable to be uploaded to the Web Conferencing Server";ClientType=Lync;Build=15.0.4128.1019;ContentMCU="sip:DeanH@trtcmd.com;gruu;opaque=app:conf:data-conf:id:2TTC0TM5";ConferenceUri="sip:deanh@trtcmd.com;gruu;opaque=app:conf:focus:id:2TTC0TM5";HrReason="0x80F10248";
PackedSize="2489286";UnpackedSize="2490375";ServerReason="4";ServerReasonString="UnknownFailure"</diagHeader>


Still need help? Go to the Office 365 Community website.

Properties

Article ID: 2423938 - Last Review: February 25, 2014 - Revision: 25.0
Applies to
  • Microsoft Office 365 for enterprises (pre-upgrade)
  • Microsoft Office 365 for small businesses  (pre-upgrade)
  • Microsoft Office 365 for education  (pre-upgrade)
  • Microsoft Lync Online
Keywords: 
o365 o365e o365p o365a o365062011 pre-upgrade o365022013 after upgrade o365m KB2423938

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