Forum Discussion
Odd Issue with Response Groups and Calls Transfered to RG Causes S4B to Crash on Computer
We are using Response Groups in a lot of areas for our work. We had it reported to us that in one popular area where a lot of calls come in from other campus phones that once the call is transferred, the Skype for Business client on the computer crashes. The call continues directly on the phone (Polycom VVX 310), but the Skype client on the computer crashes.
After learning about this issue, I put myself and a few others in a test Response Group so we could test. We were able to duplicate the issue. We applied some Windows updates which then corrected the issue, but with the latest updates from Microsoft, the issue is back.
Curious if anyone else has seen this issue and has a solution. Again, the scenario that causes the issue. Caller X calls Caller Y (Y is campus phone), caller Y transfers to Caller R (response group) to say who they are transferring, Caller Y transfers the call (consultative transfer), Caller R has their Skype for Business app crash on their computer. The call continues, but Caller R has to start up the Skype for Business program again on their computer for that integration.
Below are details we pulled from the last failure when we tried this process. Again, looking for a solution as the area getting these calls is having their Skype for Business app close out on them multiple times a day. It appears to be related to Windows Updates.
Problem signature:
Problem Event Name: APPCRASH
Application Name: lync.exe
Application Version: 16.0.4654.1000
Application Timestamp: 5a5f2e45
Fault Module Name: Uc.dll
Fault Module Version: 16.0.4654.1000
Fault Module Timestamp: 5a5f36e1
Exception Code: c0000005
Exception Offset: 00a22e55
OS Version: 6.1.7601.2.1.0.256.4
Locale ID: 1033
Additional information about the problem:
LCID: 1033
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If anyone has any ideas, please let me know.
Thank you!
John
16 Replies
John HavertyI don't want to necro an old thread, but we are having exactly the same issue (crash in UC.dll) at our work. It seems to happen for us when we get a rapid influx of calls to the response group.
Did you ever find out if it was BToE that caused it?
syates_pw, we disabled BToE on those computers and the issue seems to have resolved. From what I could tell, it had something to do with BToE and RG's. If BToE is not running, we do not have the issue. The departments have been happy without BToE and S4B not crashing on them.
I know for us, it happened with just one call or multiple calls. Although it was only if the call came into one S4B and then they transferred that call to a person on a RG to the RG. Very odd!
We've disabled BtOE for one site and they haven't had any issues since.
Thanks!
🙂
- This issue is still happening for us. Can anyone else confirm or duplicate this issue with response groups and calls transferred into those response groups from other Skype phones? Again, this was resolved briefly after we applied a Windows Update to the computer (two months or so ago) and then new Windows Updates were released and it was broken again. I would like to have someone else test and attempt to duplicate this issue.
JohnHi
Just wondering if you got this issue resolved
as I've just encountered this very thing
Thanks
- Sorry, I missed you had updated until today. No, we have not resolved this issue. It is still happening. I had had it happen to me now too. We recently did S4B updates and Windows server updates thinking this would resolve this issue, but it continues to occur.
John
We have a similar issue after the latest update, though not related to Response Groups but to Unassigned Numbers instead.
We have an Unassigned Number that transfers the call to an external number. When we dial this Unassigned Number from Skype for Business, lync.exe crashes when the transfer is initiated. Calling from a Common Area Phone works fine though.
Skype for Business on Windows:
- Call unassigned number
- On hold
- Crash
Common Area Phone:
- Call unassigned number
- On hold
- Transfer to destination number
- Ringing
The program lync.exe version 16.0.4666.1000 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Security and Maintenance control panel. Process ID: 53e4 Start Time: 01d3cb07db905394 Termination Time: 66 Application Path: C:\Program Files\Microsoft Office\Office16\lync.exe Report Id: c1e90ceb-db3e-49c4-bfa1-d8dcda1e7c16 Faulting package full name: Faulting package-relative application ID:
Stephan,
That does sound similar. We have not checked again after the March Microsoft updates and preparing to release April Microsoft updates, so we will check whether this is happening again. It does appear it worked for a while back in February or so after updates, but then broke with later Microsoft updates.
I am surprised no one else is reporting or seeing this issue. I think it is similar what you describe to what we are seeing. The callers into the response group would be unassigned numbers that call into the response group and then transfer to another assigned number in the university where we see the S4B client on the computer crash; however, the call connects with where we are transferring the call, but the client crashes on the computer.
John
MSI or C2R version of Office?
Have you tried to enable logging on the clients to see if you get any more detailed info?
Or enable logging on the server.Alexander,
We are using MSI for our campus installations. I have not tried enabling logging on the client or server at this point. We did apply a Windows update last month and it corrected the issue.... then more updates came out from Microsoft and it stopped working again.
I will check logging on the client to see what we find. I was curious if anyone else has seen this or could test it to see if they can duplicate the problem with the scenario I described.
Thanks!
John
