Skype for Business 2016 freezes on a computer that has Malwarebytes is installed

Symptoms
On a computer that has Malwarebytes Anti-Malware client software installed, Microsoft Skype for Business 2016 freezes when you try to start an A/V scenario, such as making an audio or video call or joining the Audio or Video portion of a meeting, file transfer, or Application or Desktop Sharing. Additionally, the following event is logged in the Application log:

Log Name: Application
Source: Application Hang
Date: Date/Time
Event ID: 1002
Task Category: (101)
Level: Error
Keywords: Classic
User: N/A
Computer: Computername

Description:
The program lync.exe version 16.0.6741.2033 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Security and Maintenance control panel.

Process ID: PID
Start Time: AppStartTimestamp
Termination Time: 60000
Application Path: C:\Program Files (x86)\Microsoft Office\root\Office16\lync.exe
Report Id: ReportID
Faulting package full name:
Faulting package-relative application ID:

Resolution
To fix this problem, install the latest update for Skype for Business 2016.

Skype for Business 2016 Click-to-Run clients

Deferred Channel: 16.0.6741.2048 and later builds

First Release Deferred Channel, First Release Current Channel, Current Channel: 16.0.6965.2058 and later builds

For more information about C2R Channel builds, see Office 365 client update channel releases.
Workaround
To recover the computer from this condition, try the following methods in the given order:

  • Exit Malwarebytes client. This may let Lync.exe (Skype for Business 2016) exit completely.
  • Restart the computer.
After the computer is recovered, add Lync.exe to the Web Exclusions list in Malwarebytes, as shown in the following screen shot.



For more information about how to set Web Exclusions, go to the following Malwarebytes website:

More information
To determine whether your Office installation is Click-to-Run or MSI-based, follow these steps:

  1. Start an Office 2016 application.
  2. On the File menu, select Account.
  3. For Office 2016 Click-to-Run installations, an Update Options item is displayed. For MSI-based installations, the Update Options item isn't displayed.
Office 2016 Click-to-Run installationMSI-based Office 2016
The screenshot for Word click to runThe screenshot for Word MSI
Status
Microsoft is researching this problem and will post more information in this article when the information becomes available.

Third-party information disclaimer
The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, about the performance or reliability of these products.

Third-party contact disclaimer
Microsoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information.
Note This is a "FAST PUBLISH" article created directly from within the Microsoft support organization. The information contained herein is provided as-is in response to emerging issues. As a result of the speed in making it available, the materials may include typographical errors and may be revised at any time without notice. See Terms of Use for other considerations.
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Article ID: 3165866 - Last Review: 09/26/2016 15:35:00 - Revision: 2.0

Skype for Business 2016

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