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Jimmy
Beginner
397 Views

skype for business unable to show desktop share on hub

Hi,

When I share the screen of my pc using skype for business with the hub, the screen turns blue but no image appears. In the logs it looks like the app is displaying to Display 0. When I want to edit the hub config, the dropdowns remain empty so I'm unable to try to force the plugin to go to Display 1. Same for mic. All dropdowns are empty.

Server version : 4.0.991.43

Intel Unite® Plugin for Skype™ for Business - 2.6.543.0

Skype for business on hub is 32 bit.

Anyone able to solve this issue?

 

Thank you.

Kind Regards.

Jimmy

 

0 Kudos
9 Replies
AndrewG_Intel
Moderator
86 Views

Hello Jimmy,

 

Thank you for posting on the Intel® communities.

 

In order to have a better understanding of the behavior, could you please confirm and provide the following information?

 

1- Exact versions of Skype for Business and Microsoft® Office 365/Exchange:

2- Did this configuration work fine before? If so, were any software/hardware changes before the issue occurred?

3- Is the issue isolated to only one client device or does it happen on all clients on the enterprise network?

 

4- When you mentioned "the screen turns blue", do you mean the screen on the HUB or on the client? Could you please provide a screenshot/picture?

 

5- Please confirm Intel Unite® software version on HUB and clients:

 

6- Please provide the logs for the Server, HUB, client, and Skype plugin. Please generate the logs in real-time when replicating the issue so the related details would be recorded on the logs.

Please refer to How to get the log files for Intel Unite® 4.X (Server, Clients and Hubs)?

 

Andrew G.

Intel Customer Support Technician

A Contingent Worker at Intel

Jimmy
Beginner
86 Views

Hi AndrewG_Intel,

 

Thank you for your reply.

Here are the answers to you questions:

1. Skype for Business 2016 MSO (16.0.4849.1000) 32-bit

Exchange Server 2010 SP3 version 14.3.442.4000

2. It never worked before.

3. I tried with 2 enterprise devices. Both failed.

4. The screen of the hub turns blue. See attachment Skype_blue_screen.jpg.

5. Intel Unite® Solution Hub - 4.0.4173.300

Intel Unite® Client Version - 4.0.4173.300

6. The sharing starts at row 690 time: 10/16/2019 8:34 in the Logging Hub.csv. It takes time for the skype client to be fully loaded so the log is a "bit" longer.

Apologies but I hid all the URLs, pc names and meetings.

Thank you.

Kind Regards

Jimmy

 

AndrewG_Intel
Moderator
86 Views

Hello Jimmy,

 

Thank you for the information provided.

 

I tried to look into the log file you shared for the row that you mentioned (690 time: 10/16/2019 8:34), but it seems that the file is not complete (only showing 18 rows).

 

Could you please double-check and try to upload the complete file?

 

Regards,

 

Andrew G.

Intel Customer Support Technician

A Contingent Worker at Intel

Jimmy
Beginner
86 Views

It seems i can only attach 1 file at a time.

I added the hub log to this reply. The other files are here: https://cloud.stefanini.com/f/351ff161a97141b29942/?dl=1

Thank you for having a look.

 

Kind Regards.

Jimmy

AndrewG_Intel
Moderator
86 Views

Hello Jimmy,

 

Thank you for the logs provided.

Please allow us to take a look into it and as soon as we have more details we will be posting back on the thread.

 

Regards,

 

Andrew G.

Intel Customer Support Technician

A Contingent Worker at Intel

AndrewG_Intel
Moderator
86 Views

Hello Jimmy,

 

We are still working on this request and we would like to collect additional details from the hardware/software environment in order to continue with the support. Thank you for your patience on this matter.

 

1- Does the user select a specific application or content s/he would like to share when sharing the screen to hub display?

 

2- Does it work if selecting share desktop?

 

3- Please provide Msinfo32 reports for both HUB and client (please name them accordingly).

 

4- Please run the Intel® System Support Utility (Intel® SSU) for both HUB and Client and attach the reports to this thread. (Note: you may attached all the Intel® SSU reports and Msinfo32 reports into just one zip file)

 

4.1- Download the Intel® SSU and save the application on your computer.

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-

 

4.2- Open the application and click "Scan" to see the system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".

 

4.3- To save your scan, click Next and click Save.

 

5- Number of systems affected:

 

Note: To attach a file, you must click the “Attach” option on the bottom left-hand corner of the response box.

 

Regards,

 

Andrew G.

Intel Customer Support Technician

A Contingent Worker at Intel

Jimmy
Beginner
86 Views

Hi AndrewG_Intel,

Thanks for having a look.

  1. I tried with multiple applications, all the same result.
  2. Same result, just a blue screen with a partial Intel logo.
  3. attached.
  4. attached.
  5. I tried 2 hubs and 3 clients in total. All same result.

Thank you.

Kind Regards.

Jimmy

AndrewG_Intel
Moderator
86 Views

Hello Jimmy,

 

Thank you for the reports provided for both HUB and client.

We are checking the information and as soon as we have more details or updates we will be posting back in this thread.

 

Regards,

 

Andrew G.

Intel Customer Support Technician

A Contingent Worker at Intel

Jimmy
Beginner
86 Views

Hi Andrew G.,

Do you have an update?

Anything else I can send you or test to aid you in your quest to resolve this?

Thank you.

Kind Regards.

Jimmy.