[SDP 3][6e0c2dcf-14b8-4b39-84d5-35b4a75b3070] Description of the Lync 2010\2013 and Communicator 2007 R2 basic diagnostics package

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Article ID: 2444590 - View products that this article applies to.
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Summary

This article contains information about the data that is collected by the Microsoft Lync 2010\2013 and Microsoft Office Communicator 2007 R2 basic diagnostics package.

The Support Diagnostics Platform (SDP) diagnostic tool uses this diagnostics package to collect relevant log files, registry keys, client networking configuration information, event logs, and details of files that are used by the following Microsoft applications:
  • Lync 2010
  • Lync 2013
  • Office Communicator 2007 R2
Additionally, to help troubleshoot common support issues, the tool performs a series of configuration checks to determine whether you may be encountering the conditions that are specified by the checks.

More information

To run this diagnostic package, you must enable Lync 2010\2013 or Communicator 2007 R2 logging. For more information about how to do this, go to the following Microsoft websites:
How to enable client logging in Lync 2010

How to enable client logging in Lync 2013

How to enable client logging in Communicator 2007 R2

Note The computer that runs the Lync 2010\2013 or Communicator 2007 R2 diagnostic package must connect to the Internet to perform automated updates.

After you enable client logging for Lync 2010\2013 or Communicator 2007 R2, follow these steps:

  1. Exit Lync 2010\2013 or Communicator 2007 R2.
  2. Start Lync 2010\2013 or Communicator 2007 R2, and then reproduce the issue that you want to troubleshoot.
  3. Follow the instructions that were provided in the email message that you received from Microsoft Support to start the Lync 2010\2013 or Communicator 2007 R2 diagnostic package.
  4. On the Microsoft Automated Troubleshooting Services webpage, click Run.
Note You must have permissions that are equal to those of the local administrator account to run the Lync 2010\2013 or Communicator 2007 R2 diagnostic package.

When you run the Lync 2010\2013 and Communicator 2007 R2 diagnostics package, you must select from the following two options (The screen shot for this step is listed below):
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The screen shot for Lync Client Diagnostic


After you click Detect problems and apply the fixes for me (Recommended), you receive the following message that requests that you to select to run the diagnostic at a Full or Lite level (The screen shot for this step is listed below):
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The screen shot for Data Collection Options


Files that the diagnostic tool collects

Note In the following tables,"ComputerName" is a placeholder for the name of the computer on which you are running the Microsoft Support Diagnostic Tool.

Lync 2010\2013 or Communicator 2007 R2 log files

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Description File name or namesFullLite
List of Communicator UCCAPI log files<ComputerName>_Communicator-uccapi*.* YesYes
List of Communicator ETL log files<ComputerName>_Communicator*.etl*YesYes
Lync 2010\2013 or Communicator 2007 R2 3rd party modules

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DescriptionFile name or namesFullLite
3rd party modules<ComputerName>_3rdParty_Modules.txtYesYes
Lync 2010\2013 or Communicator 2007 R2 computer and user registry information

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DescriptionFile name or namesFullLite
List of registry entries in the following registry subkey:

HKCU\Software\Policies\Microsoft\Communicator
<ComputerName>__Communicator_HKCU_GroupPolicies.TXTYesYes
List of registry entries in the following registry subkey:

HKLM\Software\Policies\Microsoft\Communicator
<ComputerName>__Communicator_HKLM_GroupPolicies.TXTYesYes
List of registry entries in the following registry subkey:

HKLM\SOFTWARE\Microsoft\Communicator
<ComputerName>_HKLM_Software_MS_Communicator.TXTYesYes
List of registry entries in the following registry subkey:

HKLM\SOFTWARE\Microsoft\RTC
<ComputerName>_HKLM_Software_MS_RTC.TXTYesYes
List of registry entries in the following registry subkey:

HKLM\SOFTWARE\Microsoft\Live Meeting
<ComputerName>_HKLM_Software_MS_LiveMeeting.TXTYesYes
List of registry entries in the following registry subkey:

HKLM\SOFTWARE\IM Providers
<ComputerName>_HKLM_Software_MS_IMProviders.TXTYesYes
List of registry entries in the following registry subkey:
HKLM\SOFTWARE\Microsoft\Office\Outlook\Addins
<ComputerName>_HKLM_Software_MS_Office_Outlook_Addins.TXTYesYes
List of registry entries in the following registry subkey:
HKCU\Software\Microsoft\Communicator
<ComputerName>_HKCU_Software_MS_Communicator.TXTYesYes
List of registry entries in the following registry subkey:
HKCU\Software\Microsoft\Live Meeting
<ComputerName>_HKCU_Software_MS_LiveMeeting.TXTYesYes
List of registry entries in the following registry subkey:
HKCU\Software\Microsoft\Office\Outlook\Addins
<ComputerName>_HKCU_Software_MS_Office_Outlook_Addins.TXTYesYes
List of registry entries in the following registry subkey:
HKCU\Software\Microsoft\RTC
<ComputerName>_HKCU_Software_MS_RTC.TXTYesYes
List of registry entries in the following registry subkey:
HKCU\Software\Microsoft\Shared\UcClient
<ComputerName>_HKCU_Software_MS_Shared_UcClient.TXTYesYes
File information about important Lync 2010\2013 and Communicator 2007 R2 files

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DescriptionFile name or namesFullLite
Details of the Lync or Communicator files
in the "Program Files\Common Files\System" folder
<ComputerName>_sym_CommonProgramFilesSystem.*YesYes
Details of the Lync or Communicator files in the "Program Files\Common Files\Microsoft Shared\VBA" folder<ComputerName>_sym_CommonProgramFilesVBA.*YesYes
Details of the Lync or Communicator files in the "Program Files\Common Files\Microsoft Shared\VSTO" folder<ComputerName>_CommonProgramFilesVSTO.*YesYes
Details of files that are specific to the Communicator.exe process<ComputerName>_sym_communicator_Process.*YesYes
Details of the Lync or Communicator files in the "Windows\system32 folder\drivers" folder<ComputerName>_sym_Drivers.*YesYes
Details of the .dll files in the "Program Files\Microsoft Lync or Microsoft Communicator" folder<ComputerName>_sym_Lync2010_Dll.*YesYes
Details of the .exe files in the "Program Files\Microsoft Lync or Microsoft Communicator" folder<ComputerName>_sym_Lync2010_Exe.*YesYes
Details of Lync or Communicator system files in the "Windows\System32 folder"<ComputerName>_sym_System32.*YesYes
Event Logs

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DescriptionFile name or namesFullLite
Event Log – Application – text, csv and evt/evtx formats <ComputerName>_evt_Application.*YesYes
Event Log – System – text, csv, and evt/evtx formats<ComputerName>_evt_System.*YesYes
Lync 2010\2013 or Communicator 2007 R2 diagnostic information

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DescriptionFile name or namesFullLite
Details of the Msinfo32.exe output <ComputerName>_msinfo32.*YesNo
Details of the Lync or Communicator setup process<ComputerName>*_Setup-0.setuplogYesYes
Details of the Lync or Communicator boot process<ComputerName>*_OCBoot.logYesYes
Details of the Lync or Communicator Windows Installer
process
<ComputerName>_*XXXXX.logYesYes
Diagnostics report informationResultReport.xmlYesYes
Diagnostics report formatresult.*YesYes
The following checks are performed by the Lync client package

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NameDescription
Check if there is a newer CUShould check whether the latest CU is applied, The ideal kind of rule is the one that identifies a specific issue and can state definitely that X CU fixes the issue.
http://support.microsoft.com/kb/2493736
LYNC 2013 desktop sharing shows blank screenIf one the following registry keys exist problem happens:

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Internet Explorer\ActiveXCompatibility\{00000000-0000-0000-0000-000000000000} (if using LYNC 2013 32 bits on Windows 8 64 bits)

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Internet Explorer\ActiveX Compatibility\{00000000-0000-0000-0000-000000000000} (if running LYNC 2013 64 bits or running LYNC 2013 32 bits on Windows 8 32 bits)


For more information about the Microsoft Support Diagnostic Tool (MSDT), click the following article number to view the article in the Microsoft Knowledge Base:
926079 Frequently asked questions about the Microsoft Support Diagnostic Tool (MSDT)

Properties

Article ID: 2444590 - Last Review: September 3, 2013 - Revision: 4.0
Applies to
  • Microsoft Lync 2013
  • Microsoft Lync 2010
  • Microsoft Office Communicator 2007 R2
Keywords: 
kbsurveynew kbtshoot kbexpertiseinter KB2444590

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