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Using system error logs to troubleshoot SMART Room System with Skype for Business (formerly Microsoft Lync)

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Information

 
Overview
Microsoft Skype for Business (formerly Microsoft Lync) Room System software (used in SMART Room System with Skype for Business) records system logs that provide useful information for troubleshooting the Microsoft Room System software. This document helps system administrators use these log files during system troubleshooting. 
Details

Accessing the Lync Room System settings and the event logs

  1. Select Options > Settings, and type the room system's local administrator account name and password.
  2. In the room system's administrative settings screens, browse to System Settings and select Event Viewer.
To learn how to extract logs for examination on a different system, see Collecting system log files from SMART Room Systems with Skype for Business (formerly SMART Room System for Microsoft Lync).

To view event log data

There are a number of ways to view event log data in Event Viewer:
  • The default view displays a summary of all available logged data.
  • The console tree in the left column provides access to specific logs, such as Windows operating system logs and Application and service logs.
  • The Actions pane on the right is context sensitive and filters the event log current view. Use the Actions pane to examine specific event types, such as Critical events.
When reviewing logged content, look for Critical, Error or Warning events in the event viewer logs. The event descriptions contain messages that can help explain what has occurred.  System administrators or Microsoft's support channel can use this logged content when troubleshooting issues with the Microsoft room system software or network connectivity. 

SMART Technologies (the room system hardware vendor) has also collected some notes about specific event log entries that are known to be useful when troubleshooting a SMART Room System with Skype for Business. This information is contained in the attached spreadsheet, and the following steps are also documented to help identify commonly observed room system issues.
 

Common issues to look for when troubleshooting

 

1. Check for Room System software update history.

In the "LyncRoomConsole - Operational" event log (found in the "Applications and Services - Microsoft - Lync Meeting Room - Console" navigation branch), search for Event IDs that are related to Room System software update notifications:
  • 2040 - update starting
  • 2042 - component being downloaded
  • 2007 - component being installed
  • 2061 - update completed
Make note of the oldest logged instance of the update start events (2040), and the latest version number to which the system has updated. If the oldest version number is earlier than 15.13.02, the system's base operating image requires an update. See How to determine the SRS restore-image version on an AM70-L computing appliance and Updating the BIOS and system software in the AM70-L computing appliance used in SMART Room Systems with Skype for Business.

Make note of all date and time ranges during which the Microsoft room system software updates occurred. You will need to reference these dates and times later.
 

2. Check for application of unexpected domain policies.

In the "System" event log (found in the "Windows Logs" navigation branch), search for Event IDs that are related to the room system joining a domain and the application of computer behavior policies:
  • 3260 - Logged when joining the machine to a domain.
  • 1052 - Application of Group Policy settings.
If the room system computer has joined a domain, look for application of Group Policy settings that occurred after the system was joined to the domain but which occurred outside the date and time ranges in which normal Room System software updates were applied (noted in the previous step).

If Group Policy settings have been applied to the system when not applying normal Microsoft Room System updates, the system and network domain have not been configured in accordance with Microsoft's Skype for Business Room System deployment documentation (technet.microsoft.com/en-us/library/mt691574.aspx). Such a system is in an unknown and unsupportable state, and unexpected behavior is likely. In this case, the system must be factory-restored and set up again without joining it to the domain (or by properly following Microsoft's instructions for joining a domain, which restrict application of group policies to the room system).
 

3. Check for issues with the network infrastructure to which the system is connected.

In the "System" event log (found in the "Windows Logs" navigation branch), search for Event IDs that are related to Network infrastructure issues:

  • 1014 - This event can indicate potential issues with the Domain Name System (DNS) on the network infrastructure.
  • 1020 - This event can indicate that the Skype for Business or Lync network infrastructure has changed to "media resilience mode" in response to network issues.

In the "LyncRoomConsole - Admin" event log (found in the "Applications and Services - Microsoft - Lync Meeting Room - Console" navigation branch), search for Event IDs that are related to Skype for Business Network infrastructure issues:

  • 1003 - If the event description includes "Auto-discovery failed," this indicates that the network infrastructure is not correctly configured to receive a Skype for Business room system client.
In the "Application" event log (found in the "Windows Logs" navigation branch), search for Event IDs that are related to Network infrastructure issues:
  • 4101 - This event can indicate that the room system cannot access a network resource required for validating security certificates.

IMPORTANT: If any network infrastructure issues are logged, the network administrator must fix the network infrastructure issues before you perform additional troubleshooting on the Skype for Business room system client.  A Skype for Business Room System client will not operate well without a properly configured Skype for Business network infrastructure.  The network administrator can with Microsoft if necessary when troubleshooting the network infrastructure.


4. Check for communication security certificate errors.

In the "System" event log (found in the "Windows Logs" navigation branch), search for Event IDs that are related to the room system joining a domain and the application of computer behavior policies:
  • 36882 - Schannel source; Logged when establishing a secure trust between the client and server.
    • This event can provide useful information related to validation and trust of security certificates.
    • This event can indicate that issues with missing or invalid security certificates are preventing the Microsoft room system software from establishing secure communications with one or more servers.
    • Look for this event when troubleshooting issues connecting to Skype for Business (Lync) or  Exchange servers or when troubleshooting issues starting a Whiteboard session or accessing shared PowerPoint presentations from the Microsoft room system software.
 

5. Check for Skype for Business or Exchange account logon errors.

In the "LyncRoomConsole - Admin" event log (found in the "Applications and Services - Microsoft - Lync Meeting Room - Console" navigation branch), search for Event IDs that are related to Room System software account credentials:
  • 1001 - Logged when attempting to connect to the Skype for Business (or Lync) server. 
    • If the event description includes "Error code 0x8007052e", this indicates that the Skype for Business or Lync account credentials (ID or password) are not correct for logging on to the account on the Skype for Business or Lync server.

After you've checked for and resolved those common room system issues, further examination of events logged during the dates and times where symptoms have occurred can provide additional troubleshooting information. The attached spreadsheet provides information that can be useful during this troubleshooting.
First PublishedNovember 7, 2014
Last UpdatedDecember 21, 2016
Operating Systems
SMART HardwareSMART Room System with Skype for Business, SMART Room System for Microsoft Lync (SRS-Lync), AM70-L
SMART Software

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