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help Skype for Business keeps dropping

we have 0365 and all of our users have Skype Video, at certain times very randomly if a user is on a video call the video drops but the IM screen stays up. we don't have a Lync/Skype server on premises and our firewall is not blocking any ip's

here is the event viewer error




Log Name:      Application
Source:        Lync
Date:          1/4/2017 12:28:52 PM
Event ID:      11
Task Category: None
Level:         Warning
Keywords:      Classic
User:          N/A
Computer:      mypc.domain.com
Description:
A SIP request made by Lync failed in an unexpected manner (status code 80ef025b). More information is contained in the following technical data:
 
 RequestUri:   sip:user1@domain.com
From:         sip:user2@domain.com;tag=666f90b542
To:           sip:user1@domain.com;tag=17d8af66dc
Call-ID:      ffd6eec2973f48d0b21124e23bfe20a0
Content-type: application/sdp;call-type=audiovideo

v=0
o=- 0 0 IN IP4 52.112.0.67
s=session
c=IN IP4 52.112.0.67
b=CT:99980
t=0 0
a=x-mediabw:main-video send=12000;recv=6000
a=x-devicecaps:audio:send,recv;video:send,recv
m=audio 54377 RTP/AVP 117 104 114 9 112 111 0 8 103 116 115 97 13 118 119 101
a=x-ssrc-range:1178771192-1178771192
a=rtcp-fb:* x-message app send:dsh recv:dsh
a=rtcp-rsize
a=label:main-audio
a=x-source:main-audio
a=ice-ufrag:lMRT
a=ice-pwd:VFNRfK9QT4UayOcWKaG0iCvn
a=candidate:1 1 UDP 2130706431 192.168.110.81 50006 typ host
a=candidate:1 2 UDP 2130705918 192.168.110.81 50007 typ host
a=candidate:2 1 TCP-PASS 174456319 52.112.0.43 59418 typ relay raddr 52.112.0.126 rport 50013
a=candidate:2 2 TCP-PASS 174455806 52.112.0.43 59418 typ relay raddr 52.112.0.126 rport 50013
a=candidate:3 1 UDP 184548351 52.112.0.67 54377 typ relay raddr 192.94.252.2 rport 50004
a=candidate:3 2 UDP 184547838 52.112.0.67 51679 typ relay raddr 192.94.252.2 rport 50005
a=candidate:4 1 TCP-ACT 174848511 52.112.0.43 59418 typ relay raddr 52.112.0.126 rport 50013
a=candidate:4 2 TCP-ACT 174847998 52.112.0.43 59418 typ relay raddr 52.112.0.126 rport 50013
a=x-candidate-ipv6:5 1 TCP-PASS 174454783 2603:1037:0:80::2c 50721 typ relay raddr 52.112.0.126 rport 50013
a=x-candidate-ipv6:5 2 TCP-PASS 174454270 2603:1037:0:80::2c 50721 typ relay raddr 52.112.0.126 rport 50013
a=x-candidate-ipv6:6 1 TCP-ACT 174847487 2603:1037:0:80::2c 50721 typ relay raddr 52.112.0.126 rport 50013
a=x-candidate-ipv6:6 2 TCP-ACT 174846974 2603:1037:0:80::2c 50721 typ relay raddr 52.112.0.126 rport 50013
a=candidate:7 1 TCP-ACT 1684796415 52.112.0.126 50013 typ srflx raddr 192.168.110.81 rport 50013
a=candidate:7 2 TCP-ACT 1684795902 52.112.0.126 50013 typ srflx raddr 192.168.110.81 rport 50013
a=x-candidate-ipv6:8 1 UDP 184545791 2603:1037:0:80::44 52373 typ relay raddr 192.94.252.2 rport 50004
a=x-candidate-ipv6:8 2 UDP 184545278 2603:1037:0:80::44 53179 typ relay raddr 192.94.252.2 rport 50005
a=candidate:9 1 UDP 1694232575 192.94.252.2 50004 typ srflx raddr 192.168.110.81 rport 50004
a=candidate:9 2 UDP 1694232062 192.94.252.2 50005 typ srflx raddr 192.168.110.81 rport 50005
a=cryptoscale:1 client AES_CM_128_HMAC_SHA1_80 inline:yraD8GSEG2TDE0WFdpZYH1CsJ+1aPlMEDQdh2CJ3|2^31|1:1
a=crypto:2 AES_CM_128_HMAC_SHA1_80 inline:yraD8GSEG2TDE0WFdpZYH1CsJ+1aPlMEDQdh2CJ3|2^31|1:1
a=crypto:3 AES_CM_128_HMAC_SHA1_80 inline:yraD8GSEG2TDE0WFdpZYH1CsJ+1aPlMEDQdh2CJ3|2^31
a=maxptime:200
a=rtcp:51679
a=rtpmap:117 G722/8000/2
a=rtpmap:104 SILK/16000
a=fmtp:104 useinbandfec=1; usedtx=0
a=rtpmap:114 x-msrta/16000
a=fmtp:114 bitrate=29000
a=rtpmap:9 G722/8000
a=rtpmap:112 G7221/16000
a=fmtp:112 bitrate=24000
a=rtpmap:111 SIREN/16000
a=fmtp:111 bitrate=16000
a=rtpmap:0 PCMU/8000
a=rtpmap:8 PCMA/8000
a=rtpmap:103 SILK/8000
a=fmtp:103 useinbandfec=1; usedtx=0
a=rtpmap:116 AAL2-G726-32/8000
a=rtpmap:115 x-msrta/8000
a=fmtp:115 bitrate=11800
a=rtpmap:97 RED/8000
a=rtpmap:13 CN/8000
a=rtpmap:118 CN/16000
a=rtpmap:119 CN/24000
a=rtpmap:101 telephone-event/8000
a=fmtp:101 0-16
a=rtcp-mux
a=ptime:20
a=extmap:1 http:\\www.webrtc.org\experiments\rtp-hdrext\abs-send-time
m=video 59014 RTP/AVP 122 121 123
c=IN IP4 52.112.0.27
a=x-ssrc-range:1178771193-1178771292
a=rtcp-fb:* x-message app send:src,x-pli recv:src,x-pli
a=rtcp-rsize
a=label:main-video
a=x-source:main-video
a=ice-ufrag:aNkh
a=ice-pwd:q85QhCiYHjV94LtFWOlddplI
a=x-caps:121 263:1920:1080:30.0:2000000:1;4359:1280:720:30.0:1500000:1;8455:640:480:30.0:600000:1;12551:640:360:30.0:600000:1;16647:352:288:15.0:250000:1;20743:424:240:15.0:250000:1;24839:176:144:15.0:180000:1
a=candidate:1 1 UDP 2130706431 192.168.110.81 50034 typ host
a=candidate:1 2 UDP 2130705918 192.168.110.81 50035 typ host
a=candidate:2 1 TCP-PASS 174456319 52.112.0.39 52060 typ relay raddr 52.112.0.123 rport 36609
a=candidate:2 2 TCP-PASS 174455806 52.112.0.39 52060 typ relay raddr 52.112.0.123 rport 36609
a=candidate:3 1 UDP 184548351 52.112.0.27 59014 typ relay raddr 192.94.252.2 rport 50032
a=candidate:3 2 UDP 184547838 52.112.0.27 56521 typ relay raddr 192.94.252.2 rport 50033
a=candidate:4 1 TCP-ACT 174848511 52.112.0.39 52060 typ relay raddr 52.112.0.123 rport 36609
a=candidate:4 2 TCP-ACT 174847998 52.112.0.39 52060 typ relay raddr 52.112.0.123 rport 36609
a=x-candidate-ipv6:5 1 TCP-PASS 174454783 2603:1037:0:80::28 58089 typ relay raddr 52.112.0.123 rport 36609
a=x-candidate-ipv6:5 2 TCP-PASS 174454270 2603:1037:0:80::28 58089 typ relay raddr 52.112.0.123 rport 36609
a=x-candidate-ipv6:6 1 TCP-ACT 174847487 2603:1037:0:80::28 58089 typ relay raddr 52.112.0.123 rport 36609
a=x-candidate-ipv6:6 2 TCP-ACT 174846974 2603:1037:0:80::28 58089 typ relay raddr 52.112.0.123 rport 36609
a=candidate:7 1 TCP-ACT 1684796415 52.112.0.123 36609 typ srflx raddr 192.168.110.81 rport 50031
a=candidate:7 2 TCP-ACT 1684795902 52.112.0.123 36609 typ srflx raddr 192.168.110.81 rport 50031
a=x-candidate-ipv6:8 1 UDP 184545791 2603:1037:0:80::1c 51697 typ relay raddr 192.94.252.2 rport 50032
a=x-candidate-ipv6:8 2 UDP 184545278 2603:1037:0:80::1c 55040 typ relay raddr 192.94.252.2 rport 50033
a=candidate:9 1 UDP 1694232575 192.94.252.2 50032 typ srflx raddr 192.168.110.81 rport 50032
a=candidate:9 2 UDP 1694232062 192.94.252.2 50033 typ srflx raddr 192.168.110.81 rport 50033
a=cryptoscale:1 client AES_CM_128_HMAC_SHA1_80 inline:yraD8GSEG2TDE0WFdpZYH1CsJ+1aPlMEDQdh2CJ3|2^31|1:1
a=crypto:2 AES_CM_128_HMAC_SHA1_80 inline:yraD8GSEG2TDE0WFdpZYH1CsJ+1aPlMEDQdh2CJ3|2^31|1:1
a=crypto:3 AES_CM_128_HMAC_SHA1_80 inline:yraD8GSEG2TDE0WFdpZYH1CsJ+1aPlMEDQdh2CJ3|2^31
a=rtcp:56521
a=rtpmap:122 X-H264UC/90000
a=fmtp:122 packetization-mode=1;mst-mode=NI-TC
a=rtpmap:121 x-rtvc1/90000
a=rtpmap:123 x-ulpfecuc/90000
a=rtcp-mux
a=extmap:1 http:\\www.webrtc.org\experiments\rtp-hdrext\abs-send-time


Response Data:

101  Progress Report
ms-diagnostics:  25008;reason="Attempting to route to Primary Pool";source="BL20A26FES09.INFRA.LYNC.COM";clusterFqdn="sippoolbl20a09.infra.lync.com";routingType="ToRouting";appName="InterClusterRouting"


101  Progress Report
ms-diagnostics:  13004;reason="Request was proxied to one or more registered endpoints";source="BL20A09FES07.INFRA.LYNC.COM";Count="2";appName="InboundRouting"


180  Ringing


180  Ringing


183  Session Progress


183  Session Progress


603  Decline
(null):  51004; reason="Action initiated by user";OriginalPresenceState="0";CurrentPresenceState="0";MeInsideUser="No";ConversationInitiatedBy="0";SourceNetwork="0";RemotePartyCanDoIM="No"

 
 Resolution:
 If this error continues to occur, please contact your network administrator. The network administrator can use a tool like winerror.exe from the Windows Resource Kit or lcserror.exe from the Office Communications Server Resource Kit in order to interpret any error codes listed above.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Lync" />
    <EventID Qualifiers="16624">11</EventID>
    <Level>3</Level>
    <Task>0</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2017-01-04T17:28:52.000000000Z" />
    <EventRecordID>684157</EventRecordID>
    <Channel>Application</Channel>
    <Computer>nypc238.domain.com</Computer>
    <Security />
  </System>
  <EventData>
    <Data>Lync</Data>
    <Data>80ef025b</Data>
    <Data>RequestUri:   sip:user1@domain.com
From:         sip:user2@domain.com;tag=666f90b542
To:           sip:user1@domain.com;tag=17d8af66dc
Call-ID:      ffd6eec2973f48d0b21124e23bfe20a0
Content-type: application/sdp;call-type=audiovideo

v=0
o=- 0 0 IN IP4 52.112.0.67
s=session
c=IN IP4 52.112.0.67
b=CT:99980
t=0 0
a=x-mediabw:main-video send=12000;recv=6000
a=x-devicecaps:audio:send,recv;video:send,recv
m=audio 54377 RTP/AVP 117 104 114 9 112 111 0 8 103 116 115 97 13 118 119 101
a=x-ssrc-range:1178771192-1178771192
a=rtcp-fb:* x-message app send:dsh recv:dsh
a=rtcp-rsize
a=label:main-audio
a=x-source:main-audio
a=ice-ufrag:lMRT
a=ice-pwd:VFNRfK9QTG0iCvn
a=candidate:1 1 UDP 2130706431 192.168.110.81 50006 typ host
a=candidate:1 2 UDP 2130705918 192.168.110.81 50007 typ host
a=candidate:2 1 TCP-PASS 174456319 52.112.0.43 59418 typ relay raddr 52.112.0.126 rport 50013
a=candidate:2 2 TCP-PASS 174455806 52.112.0.43 59418 typ relay raddr 52.112.0.126 rport 50013
a=candidate:3 1 UDP 184548351 52.112.0.67 54377 typ relay raddr 192.94.252.2 rport 50004
a=candidate:3 2 UDP 184547838 52.112.0.67 51679 typ relay raddr 192.94.252.2 rport 50005
a=candidate:4 1 TCP-ACT 174848511 52.112.0.43 59418 typ relay raddr 52.112.0.126 rport 50013
a=candidate:4 2 TCP-ACT 174847998 52.112.0.43 59418 typ relay raddr 52.112.0.126 rport 50013
a=x-candidate-ipv6:5 1 TCP-PASS 174454783 2603:1037:0:80::2c 50721 typ relay raddr 52.112.0.126 rport 50013
a=x-candidate-ipv6:5 2 TCP-PASS 174454270 2603:1037:0:80::2c 50721 typ relay raddr 52.112.0.126 rport 50013
a=x-candidate-ipv6:6 1 TCP-ACT 174847487 2603:1037:0:80::2c 50721 typ relay raddr 52.112.0.126 rport 50013
a=x-candidate-ipv6:6 2 TCP-ACT 174846974 2603:1037:0:80::2c 50721 typ relay raddr 52.112.0.126 rport 50013
a=candidate:7 1 TCP-ACT 1684796415 52.112.0.126 50013 typ srflx raddr 192.168.110.81 rport 50013
a=candidate:7 2 TCP-ACT 1684795902 52.112.0.126 50013 typ srflx raddr 192.168.110.81 rport 50013
a=x-candidate-ipv6:8 1 UDP 184545791 2603:1037:0:80::44 52373 typ relay raddr 192.94.252.2 rport 50004
a=x-candidate-ipv6:8 2 UDP 184545278 2603:1037:0:80::44 53179 typ relay raddr 192.94.252.2 rport 50005
a=candidate:9 1 UDP 1694232575 192.94.252.2 50004 typ srflx raddr 192.168.110.81 rport 50004
a=candidate:9 2 UDP 1694232062 192.94.252.2 50005 typ srflx raddr 192.168.110.81 rport 50005
a=cryptoscale:1 client AES_CM_128_HMAC_SHA1_80 inline:yraD8GSEG2TDE0WFdpZYH1CsJ+1aPlMEDQdh2CJ3|2^31|1:1
a=crypto:2 AES_CM_128_HMAC_SHA1_80 inline:yraD8GSEG2TDE0WFdpZYH1CsJ+1aPlMEDQdh2CJ3|2^31|1:1
a=crypto:3 AES_CM_128_HMAC_SHA1_80 inline:yraD8GSEG2TDE0WFdpZYH1CsJ+1aPlMEDQdh2CJ3|2^31
a=maxptime:200
a=rtcp:51679
a=rtpmap:117 G722/8000/2
a=rtpmap:104 SILK/16000
a=fmtp:104 useinbandfec=1; usedtx=0
a=rtpmap:114 x-msrta/16000
a=fmtp:114 bitrate=29000
a=rtpmap:9 G722/8000
a=rtpmap:112 G7221/16000
a=fmtp:112 bitrate=24000
a=rtpmap:111 SIREN/16000
a=fmtp:111 bitrate=16000
a=rtpmap:0 PCMU/8000
a=rtpmap:8 PCMA/8000
a=rtpmap:103 SILK/8000
a=fmtp:103 useinbandfec=1; usedtx=0
a=rtpmap:116 AAL2-G726-32/8000
a=rtpmap:115 x-msrta/8000
a=fmtp:115 bitrate=11800
a=rtpmap:97 RED/8000
a=rtpmap:13 CN/8000
a=rtpmap:118 CN/16000
a=rtpmap:119 CN/24000
a=rtpmap:101 telephone-event/8000
a=fmtp:101 0-16
a=rtcp-mux
a=ptime:20
a=extmap:1 http:\\www.webrtc.org\experiments\rtp-hdrext\abs-send-time
m=video 59014 RTP/AVP 122 121 123
c=IN IP4 52.112.0.27
a=x-ssrc-range:1178771193-1178771292
a=rtcp-fb:* x-message app send:src,x-pli recv:src,x-pli
a=rtcp-rsize
a=label:main-video
a=x-source:main-video
a=ice-ufrag:aNkh
a=ice-pwd:q85QhCiYHjV94LtFWOlddplI
a=x-caps:121 263:1920:1080:30.0:2000000:1;4359:1280:720:30.0:1500000:1;8455:640:480:30.0:600000:1;12551:640:360:30.0:600000:1;16647:352:288:15.0:250000:1;20743:424:240:15.0:250000:1;24839:176:144:15.0:180000:1
a=candidate:1 1 UDP 2130706431 192.168.110.81 50034 typ host
a=candidate:1 2 UDP 2130705918 192.168.110.81 50035 typ host
a=candidate:2 1 TCP-PASS 174456319 52.112.0.39 52060 typ relay raddr 52.112.0.123 rport 36609
a=candidate:2 2 TCP-PASS 174455806 52.112.0.39 52060 typ relay raddr 52.112.0.123 rport 36609
a=candidate:3 1 UDP 184548351 52.112.0.27 59014 typ relay raddr 192.94.252.2 rport 50032
a=candidate:3 2 UDP 184547838 52.112.0.27 56521 typ relay raddr 192.94.252.2 rport 50033
a=candidate:4 1 TCP-ACT 174848511 52.112.0.39 52060 typ relay raddr 52.112.0.123 rport 36609
a=candidate:4 2 TCP-ACT 174847998 52.112.0.39 52060 typ relay raddr 52.112.0.123 rport 36609
a=x-candidate-ipv6:5 1 TCP-PASS 174454783 2603:1037:0:80::28 58089 typ relay raddr 52.112.0.123 rport 36609
a=x-candidate-ipv6:5 2 TCP-PASS 174454270 2603:1037:0:80::28 58089 typ relay raddr 52.112.0.123 rport 36609
a=x-candidate-ipv6:6 1 TCP-ACT 174847487 2603:1037:0:80::28 58089 typ relay raddr 52.112.0.123 rport 36609
a=x-candidate-ipv6:6 2 TCP-ACT 174846974 2603:1037:0:80::28 58089 typ relay raddr 52.112.0.123 rport 36609
a=candidate:7 1 TCP-ACT 1684796415 52.112.0.123 36609 typ srflx raddr 192.168.110.81 rport 50031
a=candidate:7 2 TCP-ACT 1684795902 52.112.0.123 36609 typ srflx raddr 192.168.110.81 rport 50031
a=x-candidate-ipv6:8 1 UDP 184545791 2603:1037:0:80::1c 51697 typ relay raddr 192.94.252.2 rport 50032
a=x-candidate-ipv6:8 2 UDP 184545278 2603:1037:0:80::1c 55040 typ relay raddr 192.94.252.2 rport 50033
a=candidate:9 1 UDP 1694232575 192.94.252.2 50032 typ srflx raddr 192.168.110.81 rport 50032
a=candidate:9 2 UDP 1694232062 192.94.252.2 50033 typ srflx raddr 192.168.110.81 rport 50033
a=cryptoscale:1 client AES_CM_128_HMAC_SHA1_80 inline:yraD8GSEG2TDE0WFdpZYH1CsJ+1aPlMEDQdh2CJ3|2^31|1:1
a=crypto:2 AES_CM_128_HMAC_SHA1_80 inline:yraD8GSEG2TDE0WFdpZYH1CsJ+1aPlMEDQdh2CJ3|2^31|1:1
a=crypto:3 AES_CM_128_HMAC_SHA1_80 inline:yraD8GSEG2TDE0WFdpZYH1CsJ+1aPlMEDQdh2CJ3|2^31
a=rtcp:56521
a=rtpmap:122 X-H264UC/90000
a=fmtp:122 packetization-mode=1;mst-mode=NI-TC
a=rtpmap:121 x-rtvc1/90000
a=rtpmap:123 x-ulpfecuc/90000
a=rtcp-mux
a=extmap:1 http:\\www.webrtc.org\experiments\rtp-hdrext\abs-send-time


Response Data:

101  Progress Report
ms-diagnostics:  25008;reason="Attempting to route to Primary Pool";source="BL20A26FES09.INFRA.LYNC.COM";clusterFqdn="sippoolbl20a09.infra.lync.com";routingType="ToRouting";appName="InterClusterRouting"


101  Progress Report
ms-diagnostics:  13004;reason="Request was proxied to one or more registered endpoints";source="BL20A09FES07.INFRA.LYNC.COM";Count="2";appName="InboundRouting"


180  Ringing


180  Ringing


183  Session Progress


183  Session Progress


603  Decline
(null):  51004; reason="Action initiated by user";OriginalPresenceState="0";CurrentPresenceState="0";MeInsideUser="No";ConversationInitiatedBy="0";SourceNetwork="0";RemotePartyCanDoIM="No"

</Data>
  </EventData>
</Event>
Avatar of Jorge Ocampo
Jorge Ocampo
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Try the following assuming you are using 0365 go to Skype Options > Personal > Advanced > Manual Configuration

Internal Server Name: sipdir.online.lync.com:443
External Server Name: sipdir.online.lync.com:443

let me know if it solves the video drop.

Regards,
J
Avatar of IT Guy
IT Guy

ASKER

thanks Jorge - i'll give that a try, hopefully it solves the problem then i will have to figure out how to push out to all accounts
ASKER CERTIFIED SOLUTION
Avatar of Jorge Ocampo
Jorge Ocampo
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Avatar of IT Guy
IT Guy

ASKER

where on the dashboard would i see skype logs/issues
Avatar of IT Guy
IT Guy

ASKER

awesome. thanks
Avatar of IT Guy
IT Guy

ASKER

i tried this but same results


 Internal Server Name: sipdir.online.lync.com:443
External Server Name: sipdir.online.lync.com:443