SOLVED: Outlook Not Showing Presence Icons From Skype – Lync

If your Outlook is not showing the Presence Icons (Green, Red, Blue… squares beside names) there are several possible issues:

UPDATED January 18 2017 – If you have Mitel MiCollab make sure you read items 1 & 5.

1 – REGISTRY POINTS TO SOMETHING OTHER THAN SKYPE – LYNC

This was my issue.  I recently installed Mitel MiCollab software had not noticed that the presence icons in Outlook had disappeared about the same time.  The solution is to set the Registry back to looking to Skype – Lync for information:outlook-not-showing-precence-icons-from-skype-lync

  1. Open the Registry and expand HKEY_CURRENT_USER > SOFTWARE > IM PROVIDERS
  2. Set DEFAULTIMAPP to LYNC
  3. Restart Outlook

2 – REGISTRY HAS LYNC SET TO UNAVAILABLE

  1. Open the Registry and expand HKEY_CURRENT_USER > SOFTWARE > IM PROVIDERS > LYNC
  2. Set the UPANDRUNNING RegDWord to 2
  3. Open the Registry and expand HKEY_CURRENT_USER > SOFTWARE > IM PROVIDERS > COMMUNICATOR
  4. Set the UPANDRUNNING RegDWord to 0
  5. Restart Outlook

‘O’ = the number zero

A setting of “2” means that Lync / Skype is ready.  Setting COMMUNICATOR to ‘0’ means that it is not available.  See THIS for more details.

3 – SCREEN RESOLUTION STOPS PRESENCE ICONS

  1. Right Click on your desktop wallpaper and select DISPLAY SETTINGSoutlook-not-showing-precence-icons-from-skype-lync-display-settings
  2. Set CHANGE SIZE OF TEXT, APPS AND OTHER ITEMS to any of the following: 100% 125% or 150% .
  3. Restart Outlook

See THIS Microsoft article for more details.

4 – REGISTRY or POLICY HAS TURNED OFF PRESENCE

  1. Open the Registry and expand HKEY_CURRENT_USER > SOFTWARE > MICROSOFT > OFFICE > {x.0} > COMMON > IM
  2. Set the TurnOffPresenceIntegration DWord to 0
  3. Set the TurnOffPresenceIntegration DWord to 0
  4. Open the Registry and expand HKEY_CURRENT_USER > SOFTWARE > MICROSOFT > OFFICE > {x.0} > COMMON > PERSONALMENU
  5. Set the Enabled DWord to 1
  6. Restart Outlook

‘O’ = the number zero

See THIS Microsoft article for more details.

5 – Mitel MiCollab Changes the IM Provider Every Time It Starts

If you find that your presence icons in Outlook are missing after you have started up MiCollab, you need to change the following setting in MiCollabmitel-micollab-uca-changing-default-im-provider-in-registry

  1. Click your name (top left corner of MiCollab window)
  2. Click CONFIGURATION
  3. Click CLICK TO CALL
  4. Uncheck ENABLE CALL THROUGH MICOLLAB CLIENT

This will stop MiCollab from changing the HKEY_CURRENT_USER > SOFTWARE > IM PROVIDERS setting.

Note that if you manually set the following key to zero (0), it will change the next time MiCollab is started and you will get frustrated.

HKEY_CURRENT_USER > SOFTWARE > IM PROVIDERS > MICOLLAB > UPANDRUNNING

If you really want to change the setting without using the MiCollab GUI, you can change the setting in the MiCollab configuration file:

C:\Users\<usersname>\AppData\Roaming\Mitel\UC\<users account – email address>\user.config

… scroll to the very bottom…

<setting name=”OutlookClickToCallEnabled”>
<value>False</value>
</setting>
</userSettings>

Comments

  1. Avatar
    Rajesh March 4, 2019 at 9:14 pm

    Solved my issue with option 2. Thank you

  2. Avatar
    cameronsblog480031434 February 6, 2019 at 5:09 pm

    Option 5 is close, but Mitel have updated software. In Mitel, go to Settings > General > Chat Options, and turn OFF “Register as default IM Provider”. Without this first step, the next step is overwritten on every startup. Next go into the registry and set ComputerHKEY_CURRENT_USERSoftwareIM ProvidersDefaultIMApp=Lync. Then restart Outlook. Cheers

    • Ian Matthews
      Ian Matthews February 27, 2019 at 8:07 pm

      Sorry, but I no longer have access to the software for testing. I am migrating to MS TEAMS for softphones.

  3. Avatar
    Bhargava January 7, 2019 at 10:58 pm

    Installing Cisco WebEx app caused the issue for me. Option 1 was helpful

  4. Avatar
    axl December 19, 2018 at 4:18 am

    what if I want Outlook to use Skype 4 Bussiness app for IM&P, chat; but Jabber for calling – what then? I can’t manage to get it working. We use Jabber for Voice calls (as softphone) as well as Remote HW phone control.

    • Ian Matthews
      Ian Matthews December 31, 2018 at 2:43 pm

      Jabber is so old now that even my only contract that was still using it has given up and is migrating to TEAMS for everything.

  5. Avatar
    CZ November 26, 2018 at 12:40 pm

    OPTION: 1 Fixed my issue. Thanks a lot for sharing

  6. Avatar
    Radiop September 20, 2018 at 3:21 am

    1-4 are great. Thx

  7. Avatar
    Prabhu April 12, 2018 at 12:28 am

    OPTION: 1 FIxed my issue, Great sharing . Thanks a lot…. 🙂

  8. Avatar
    Rathish March 22, 2018 at 7:29 pm

    Excellent post! Gave all options. I tried options 3 and 4 which was available on the internet. Option 1 actually fixed it but instead of LYNC, I set it to COMMUNICATOR. All good now.

  9. Avatar
    Z March 21, 2018 at 2:30 am

    Nice ! option 3 for me zoom was on 110% !!

  10. Avatar
    mike March 5, 2018 at 3:54 am

    great FIX. Option 1 worked for me after installing Jabber and setting got changed

  11. Avatar
    TonyT January 25, 2018 at 7:31 am

    Thank You. Option 2 fixed mine 🙂

  12. Avatar
    Jay September 19, 2017 at 1:13 pm

    You are my hero. That MiCollab was pissing me off to no end.

  13. Avatar
    Anand July 12, 2017 at 2:04 pm

    Solved my issue with item 2 – Thank you..!

  14. Avatar
    Abhi March 14, 2017 at 8:18 am

    Great article. Helped solve my issues. Thank you.

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