Event ID 31128 when RGS can't synchronize an Agent Group member's SIP address in Skype for Business Server 2015

Assume that a member of a distribution list is also a member of a Response Group service (RGS) agent group in a Microsoft Skype for Business Server 2015 environment. When the member's SIP address is changed, all the related changes are blocked to synchronize from Active Directory to the RGS database, and you receive the following event ID 31128:

Log Name: Lync Server
Source: LS Response Group Service
Date: Date/Time
Event ID: 31128
Task Category: (2001)
Level: Error
Keywords: Classic
User: UserName
Computer: ComputerName
Data synchronization from Active Directory failed.

The following exception was thrown during the synchronization process:
Exception: System.Data.SqlClient.SqlException - Cannot insert duplicate key row in object 'dbo.Agents' with unique index 'IXAgentsUserSid'. The duplicate key value is (0x0105000000000005150000009e7c5c00db5d97c850f8f9d046220000).
The statement has been terminated.
Inner Exception: ~
The next synchronization attempt will be in 480 minutes.
Cause: Unhandled exception.
Verify the connectivity with the domain controller or if the Active Directory schema was properly applied and all user attributes are present.

Additionally, users who are recently added to the RGS agent group experience the following issues:
  • Newly added users can't receive the 'You were added as an agent' notification.
  • Calls that are made to the RGS workflow aren't routed to the newly added RGS agent.
This issue occurs because the SIP address change prevents RGS from referencing the agent. However, the RGS database indexes agents by using their SIP address.
To fix this issue, install the November 2015 cumulative update 6.0.9319.102 for the Skype for Business Server 2015 Response Group Service.

Article ID: 3092728 - Last Review: 11/17/2015 22:42:00 - Revision: 1.0

Skype for Business Server 2015

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