Information Technology Services
Information Technology Services

Skype for Business FAQ

ITS has gathered a listing of frequently asked questions. If you have a question that is not found on the list, please fill out the Online Support Form or call us at 613 533 6666.

Q. How do I uninstall Skype for Business?
Skype for Business is part of the Office suite. You cannot choose whether to download it or uninstall it, but you can choose not to use it. To keep Skype for Business from running when Windows boots:
  • Open Skype for Business
  • Click the Gear icon to open Options.
  • From the Navigation menu select Personal and uncheck the box beside Automatically start the app when I log on to Windows
  • Click the OK button
Q. I have Skype for Business but I would like to talk to someone who is using Microsoft Teams, can I do that?
Skype for business and Microsoft Teams are working towards 1:1 interoperability. When you are within Skype for Business and send a chat message to someone who us using Microsoft Teams, they will receive your message in their Teams chat. You can continue your conversation between the two without having to switch applications.
Q. Is it possible to use dial-in conferencing with Queen's Skype for Business, both when joining a meeting and creating a meeting in Outlook?
In order to see the 'Join by Phone' option in Skype for Business meeting invites, dial-in conferencing (phone number) needs to be configured. At this time, our offering of Skype for Business does not support dial-in conferencing, so this functionality is not available. Users can join audio/video using a desktop computer or mobile device, such as a laptop, tablet or mobile phone. It is recommended that you check your audio and video devices before joining a meeting or making a call.
Q. The Skype for Business windows client does not allow me to connect and reports Skype is unable to connect because no audio device could be found.
Skype for Business requires both an input and output device to be connected. You can either use an USB headset which will meet the criteria of having both or you will need to plug a microphone into your Mic jack. You can "trick" you computer by plugging a pair of headphones into the microphone jack.
Note: This is not an issue for Mac users.
Q. Outlook or Skype for Business is prompting me constantly to enter my credentials on a secondary account.Why?

The constant prompt for credentials is due to Skype for Business and not Outlook. Closing the prompt is a quick work around that will not affect either application, but the prompt may continue to appear whenever you access Skype for Business or receive a message in Skype.

To resolve this problem, sign out of your Office 2016 profile, and clear cached credentials that may be on the computer. If you are not comfortable completing these steps, please contact the IT Support Centre for assistance.

Step 1 - Disconnect all Queensu user accounts from your Office 2016 profile

  • In the upper-right corner of the Office 2016 app (word 2016 for example), click your name, and then click Switch Account.
  • On the Accounts screen, click Sign out of all accounts that are signed in.

Step 2 - Remove any remaining connected services from your Office 2016 profile

  • Go to File, and then click Account.
  • Under Connected Services, remove all the services for the existing account.

Step 3 - Clear cached credentials on the computer – Note: You will be prompted to re-enter these when you first run Outlook.

  1. Edit the registry to remove cached credentials. To do this, follow these steps:
    • Click Start, click Run, type regedit, and then click OK.
    • In Registry Editor, locate the following registry subkey: HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity\Identities
    • Delete the Office accounts listed. Highlight them and then click Delete.
    • In the Identity subkey, locate Profiles, right-click the same Office accounts that you deleted in step A3 of this procedure, and then click Delete.
    • Exit Registry Editor.
  2. Remove the cached credentials in Credentials Manager. To do this, follow these steps:
    • Open Control Panel, and then click Credentials Manager.
    • Under Generic Credentials, delete all entries that begin with MicrosoftOffice by highlighting them one at a time, and then click Remove.

Step 4 - Log off, and then log on to the computer.

Step 5 - Run Outlook and log back into your account(s) when prompted.

Last Updated: August 13, 2018