In one case, Microsoft Support teams saw the problem that is described in the "Symptoms" section by noticing that the value of DefaultIMApp was set to "Cisco Jabber." Cisco Jabber is manufactured by Cisco Systems.
Follow the steps in this section carefully. Serious problems might occur if you modify the registry incorrectly. Before you modify it, back up the registry for restoration in case problems occur.
To resolve the problem, make sure that the DefaultIMApp string value is set to the appropriate value for your installed IM client. The following table lists the values to use for the different IM clients from Microsoft.
|Installed IM client||Value for DefaultIMApp|
|Microsoft Office Communicator||Communicator|
|Microsoft Lync 2010||Communicator|
|Microsoft Lync 2013 (Skype for Business)||Lync|
Skype for Business 2016
To do this, follow these steps:
- Exit Outlook and your IM client.
- Start Registry Editor. To do this, use one of the following procedures, as appropriate for your version of Windows:
- Windows 10, Windows 8.1 and Windows 8: Press Windows Key+R to open a Run dialog box. Type regedit.exe, and then click OK.
- Windows 7: Click Start, type regedit.exe in the Search box, and then press Enter.
- Locate and then select the following registry subkey:
- Select the DefaultIMApp string value.
Note If the DefaultIMApp value is not present under the IM Providers key, it must be created manually. To do this, follow these steps:
- Right-click IM Providers, point to New, and then click String Value.
- Right-click the new string value, and then click Rename.
- Change the string value name to DefaultIMApp, and then press Enter.
- On the Edit menu, click Modify.
- Type the name of your IM client, and then click OK.
- Exit registry editor.
- Start your IM client.
- Start Outlook.