Scoping the problem
- How many users does the problem affect?
- Are the users internal or external to your organization?
- Can the affected users reproduce the problem on a single computer or on multiple computers?
When you have the answers to these questions, see the following table to determine the kind of issue that you're dealing with. This table is provided to help scope the problem to a certain category. However, some categories may be outside the technical support boundaries of a Skype for Business Online support engineer.
Read the table as in the following example:
Be aware that each column and each row are mutually exclusive. That is, the issue affects either a single user or multiple users, and the issue can be reproduced either on one computer or on multiple computers.
|A single user…||A single user…||A single user…||Multiple users…||Multiple users…|
|from inside our organization||from outside our organization||from inside our organization||from outside our organization||from both inside and outside our organization|
|Can't join a Skype for Business Online meeting from a single computer||Client issue||Client issue||Client issue||Client issue||Client issue|
|Can't join a Skype for Business Online meeting from multiple computers||User identity issue or provisioning issue||Lync federation issue or external network issue||Network issue or Service outage||Lync federation issue or external network issue||Service outage or network issue|
|When you try to click the Join Online Meeting link in a meeting invitation in Skype for Business Online, you receive one of the following error messages in Microsoft Internet Explorer:||Network connectivity||Troubleshoot network issues|
|When Skype for Business Online tries to start an online meeting, the client program freezes.||Client issue||Troubleshoot client issues|
|When you try to click the Join Online Meeting link in a meeting invitation, you are repeatedly presented with a security warning and can't join the meeting.||Client issue||Troubleshoot client issues|
|When you try to click the Join Online Meeting link in a meeting invitation, you receive the following message:|
Error: Meeting URL is not valid.
|User Identity or Provisioning Issue||Troubleshoot identity issues|
|When you use Skype for Business Online to join a Lync conference that is organized by another company, you receive the following error message:||Lync Federation issue||Make sure that Domain Federation or External Communications are configured correctly|
|When you click the Join Online Meeting link in a meeting invitation, a File Open dialog box appears. Additionally, Skype for Business Online doesn't start the online meeting.||Incorrect file association||Fixing OCSMEET file associations in Windows|
|You tried all steps in this document and still can't join the Skype for Business Online meeting. You are determined to connect to the conference, even if you can't participate in audio, video, or chat.||Not applicable||Join meetings by using the Lync Web App|