Outlook 2019, 2016, 2013 or Outlook for Office 365 email messages do not display presence icons

Symptoms

In Microsoft Outlook 2019, Outlook 2016, Outlook 2013, or Outlook for Office 365, you cannot see the Microsoft Lync or Microsoft Skype for Business presence icons for recipients that are on the To, Cc, or BCC box of an existing or new email message. In order to see the presence information, you must point to or double-click the contact name to view the recipient's contact card.

Cause

This issue occurs because the Windows Custom Text Size (DPI) setting is set to a specific custom value in the Display item in Control Panel.

Workaround

To work around this issue, change the Windows Custom Text Size (DPI) setting to a non-custom value. To do this, follow the steps for your version of Windows. 

For Windows 10

  1. Open Control Panel.

  2. Click Appearance and Personalization.

  3. Click Display.

  4. Under the Change size of items section, click set a custom scaling level.

  5. Select one of the standard values, such as 100%, 125%, 150% or 200%.

  6. Click OK.

  7. Click Apply.

  8. To apply the change, click Sign out now when you are prompted.


For Windows 8.1 and Windows 8

  1. Open Control Panel.

  2. Click Appearance and Personalization.

  3. Click Display.

  4. In the Change the size of all items section, select one of the standard values of Smaller - 100%, Medium - 125%, or Larger - 150%.

  5. Click Apply.

  6. To apply the change, click Sign out now when you are prompted.


For Windows 7

  1. Open Control Panel.

  2. Click Appearance and Personalization.

  3. Click Display.

  4. Select one of the standard values of Smaller - 100%, Medium - 125%, or Larger - 150%.

  5. Click Apply.

  6. To apply the change, click Log off now when you are prompted.

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