unable to see shared desktop from lync users

Using Lync 2013, Office 2010, Windows 7 Enterprise.
when a user attempts to share his/her desktop, I click accept, but receive error msg and cannot see the user's laptop.
If another user logs in the computer, it works.  But, not for me.
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Solo PascualIT SupportAsked:
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Will SzymkowskiSenior Solution ArchitectCommented:
It is most likely your Windows Profile. Try re-creating it.

Will.
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Solo PascualIT SupportAuthor Commented:
Unfortunately, user is not amenable to recreating the profile.
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Will SzymkowskiSenior Solution ArchitectCommented:
Ok, well what you could do to determine this is have this user login to another machine and that will create a new profile on the second machine and if it works then it is the windows profile.

Also why can't this profile be re-created? All you need to do is backup the current profile or call it profile.old and then just move items from the .old profile to the new one.

Will.
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Solo PascualIT SupportAuthor Commented:
thanks!
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