asked on

Specific user cannot log into Skype for Business anywhere!

Hi,

We have Office 365 E3 Enterprise which syncs with our local Active Directory using Azure AD sync.

We've been using it now for around 2/3 years without any issues at all, except this one..

I have a user who used to be able to log into Skype for Business 2016 without any issues and then one day he couldn't. Most likely an AD password change caused Skype to log out and required him to log back in again with his new credentials. The error message states his username/password/domain are incorrect.

I found a few things online about resetting the Skype's cache and removing the SIP folders for the account etc.. which didn't help. And the issue occurs if he logs onto another computer and even a freshly built computer.

However, he can log into other Office applications and the 365 portal just fine with the same details. I've checked the obvious things as well, he is definitely licensed to use Skype for Business. I can also confirm that Multi-Factor Authentication is not enabled for any of our users either.

I even went so far as removing him from Office 365 with PowerShell, deleting him from the deleted users folder (with PowerShell) and then re-syncing him again and the issue still occurs. I've changed the email from our domain email to the .onmicrosoft.com one and the same issues also occur.

This doesn't happen to any of the other 450 users we have, just this once guy.

Any suggestions for things to try would be greatly appreciated.

Thanks in advance,

Mike

Vasil Michev (MVP)

Does the UPN match the SIP address? If not, make sure to enter the UPN when prompted for credentials. I'd also check for any issues with the SfB related attributes on-premises, since you are using AAD Connect/sync.

Have you gathered/looked at the trace logs via snooper?

spen_lang

ASKER

Hi,

Yes, the UPN and SIP address are the same.

I wasn't aware of such things but I've now downloaded Snooper from the SfB Debugging Tools 2015 and loaded up a log file from the users laptop.

There are a few errors which repeat themselves. I've listed them below.

ERROR: HRESULT failed: 80070032 = hr . failed to get device property MM_DP_LOCATION
WARNING: The video device doesn't contain location information
ERROR: HRESULT API failed: 80004005 = hr. ParsePidVidMi
ERROR: CUccMediaDeviceManager::LoadCustomTelephonyDeviceCollection: HRESULT failed: 80070002 = hr. Audio capture
WARNING: We did not find device based on Name and Moniker match. Let's try to find device based on only name match

I don't believe we have any SfB related attributes in our on-premises AD. At least not obvious ones.

Sorry I can't be a bit more helpful.

The first error message above I did a quick google and came across this thread, I did follow what they did to resolve the issues but unfortunately hasn't helped me.

Thanks,

Mike

FOX

Spen_Lang-
In the O365 Admin Center>Admin Centers>Skype for Business
Click Users....do a search for this user and let me know if the user is there?

spen_lang

ASKER

Hi,

Yes the user is in the Skype for Business Admin Center.

Thanks,

Mike

Vasil Michev (MVP)

It's normal to have errors in the logs, what you should be looking for is any events related to the auth process - basically anything that has "REGISTER" in it.

More information for example here: https://blogs.technet.microsoft.com/praj/2016/10/14/troubleshooting-skype-for-business-client-sign-in-issues/

spen_lang

ASKER

Hi,

There are no "messages" showing in the messages tab on Snooper like your example says at the bottom.

Thanks,

Mike

FOX

Let's check to see if there is a UPN conflict somewhere.
Open powershell locally right-click(run as administrator) (not connected to o365)

Get-Aduser -properties * - filter "UserPrincipalName -like 'EntertheUPNoftheSkypeUser'" | Select CN,DisplayName,UserPrincipalName

Example:
Get-Aduser -properties * - filter "UserPrincipalName -like 'JohnDoe@yourdomain.com'" | Select CN,DisplayName,UserPrincipalName

spen_lang

ASKER

Hi,

Unfortunately it has come back with just the one UPN so no conflict or duplicate anywhere.

Thanks,

Mike

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