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:
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
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:
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:
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):
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):
Lync 2010\2013 or Communicator 2007 R2 log files
Lync 2010\2013 or Communicator 2007 R2 3rd party modules
Lync 2010\2013 or Communicator 2007 R2 computer and user registry information
File information about important Lync 2010\2013 and Communicator 2007 R2 files
Event Logs
Lync 2010\2013 or Communicator 2007 R2 diagnostic information
The following checks are performed by the Lync client package
For more information about the Microsoft Support Diagnostic Tool (MSDT), click the following article number to view the article in the Microsoft Knowledge Base:
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
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:
- Exit Lync 2010\2013 or Communicator 2007 R2.
- Start Lync 2010\2013 or Communicator 2007 R2, and then reproduce the issue that you want to troubleshoot.
- 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.
- On the Microsoft Automated Troubleshooting Services webpage, click Run.
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):
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):
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
| Description | File name or names | Full | Lite |
|---|---|---|---|
| List of Communicator UCCAPI log files | <ComputerName>_Communicator-uccapi*.* | Yes | Yes |
| List of Communicator ETL log files | <ComputerName>_Communicator*.etl* | Yes | Yes |
| Description | File name or names | Full | Lite |
|---|---|---|---|
| 3rd party modules | <ComputerName>_3rdParty_Modules.txt | Yes | Yes |
| Description | File name or names | Full | Lite |
|---|---|---|---|
| List of registry entries in the following registry subkey: HKCU\Software\Policies\Microsoft\Communicator | <ComputerName>__Communicator_HKCU_GroupPolicies.TXT | Yes | Yes |
| List of registry entries in the following registry subkey: HKLM\Software\Policies\Microsoft\Communicator | <ComputerName>__Communicator_HKLM_GroupPolicies.TXT | Yes | Yes |
| List of registry entries in the following registry subkey: HKLM\SOFTWARE\Microsoft\Communicator | <ComputerName>_HKLM_Software_MS_Communicator.TXT | Yes | Yes |
| List of registry entries in the following registry subkey: HKLM\SOFTWARE\Microsoft\RTC | <ComputerName>_HKLM_Software_MS_RTC.TXT | Yes | Yes |
| List of registry entries in the following registry subkey: HKLM\SOFTWARE\Microsoft\Live Meeting | <ComputerName>_HKLM_Software_MS_LiveMeeting.TXT | Yes | Yes |
| List of registry entries in the following registry subkey: HKLM\SOFTWARE\IM Providers | <ComputerName>_HKLM_Software_MS_IMProviders.TXT | Yes | Yes |
| List of registry entries in the following registry subkey: HKLM\SOFTWARE\Microsoft\Office\Outlook\Addins | <ComputerName>_HKLM_Software_MS_Office_Outlook_Addins.TXT | Yes | Yes |
| List of registry entries in the following registry subkey: HKCU\Software\Microsoft\Communicator | <ComputerName>_HKCU_Software_MS_Communicator.TXT | Yes | Yes |
| List of registry entries in the following registry subkey: HKCU\Software\Microsoft\Live Meeting | <ComputerName>_HKCU_Software_MS_LiveMeeting.TXT | Yes | Yes |
| List of registry entries in the following registry subkey: HKCU\Software\Microsoft\Office\Outlook\Addins | <ComputerName>_HKCU_Software_MS_Office_Outlook_Addins.TXT | Yes | Yes |
| List of registry entries in the following registry subkey: HKCU\Software\Microsoft\RTC | <ComputerName>_HKCU_Software_MS_RTC.TXT | Yes | Yes |
| List of registry entries in the following registry subkey: HKCU\Software\Microsoft\Shared\UcClient | <ComputerName>_HKCU_Software_MS_Shared_UcClient.TXT | Yes | Yes |
| Description | File name or names | Full | Lite |
|---|---|---|---|
| Details of the Lync or Communicator files in the "Program Files\Common Files\System" folder | <ComputerName>_sym_CommonProgramFilesSystem.* | Yes | Yes |
| Details of the Lync or Communicator files in the "Program Files\Common Files\Microsoft Shared\VBA" folder | <ComputerName>_sym_CommonProgramFilesVBA.* | Yes | Yes |
| Details of the Lync or Communicator files in the "Program Files\Common Files\Microsoft Shared\VSTO" folder | <ComputerName>_CommonProgramFilesVSTO.* | Yes | Yes |
| Details of files that are specific to the Communicator.exe process | <ComputerName>_sym_communicator_Process.* | Yes | Yes |
| Details of the Lync or Communicator files in the "Windows\system32 folder\drivers" folder | <ComputerName>_sym_Drivers.* | Yes | Yes |
| Details of the .dll files in the "Program Files\Microsoft Lync or Microsoft Communicator" folder | <ComputerName>_sym_Lync2010_Dll.* | Yes | Yes |
| Details of the .exe files in the "Program Files\Microsoft Lync or Microsoft Communicator" folder | <ComputerName>_sym_Lync2010_Exe.* | Yes | Yes |
| Details of Lync or Communicator system files in the "Windows\System32 folder" | <ComputerName>_sym_System32.* | Yes | Yes |
| Description | File name or names | Full | Lite |
|---|---|---|---|
| Event Log – Application – text, csv and evt/evtx formats | <ComputerName>_evt_Application.* | Yes | Yes |
| Event Log – System – text, csv, and evt/evtx formats | <ComputerName>_evt_System.* | Yes | Yes |
| Description | File name or names | Full | Lite |
|---|---|---|---|
| Details of the Msinfo32.exe output | <ComputerName>_msinfo32.* | Yes | No |
| Details of the Lync or Communicator setup process | <ComputerName>*_Setup-0.setuplog | Yes | Yes |
| Details of the Lync or Communicator boot process | <ComputerName>*_OCBoot.log | Yes | Yes |
| Details of the Lync or Communicator Windows Installer process | <ComputerName>_*XXXXX.log | Yes | Yes |
| Diagnostics report information | ResultReport.xml | Yes | Yes |
| Diagnostics report format | result.* | Yes | Yes |
| Name | Description |
|---|---|
| Check if there is a newer CU | Should 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 screen | If 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)