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Note The Application version, Module version and Offset may vary. If you have not yet scanned Lync (Skype for Business) and Outlook by using the Office Configuration Analyzer Tool (OffCAT), you can do so to help determine whether you are affected by this issue. Download Skype for your computer, mobile, or tablet to stay in touch with family and friends from anywhere. This site uses cookies for analytics, personalized content and ads. By continuing to browse this site, you agree to this use.
In this article:
If your failure scenario involves a Skype for Business desktop client as the remote endpoint in a chat conversation or AV call, then you should include the logs from the desktop client in your error report.You can view the desktop client logs on your own, but we haven't documented the logging format so you probably won't find resources to make sense of them. Instead, collect the logs and submit them with your bug report.
![Error Error](/uploads/1/2/7/6/127608093/745922337.jpg)
Logs available for the Skype for Business desktop client
There are two types of logs available from the desktop client:
- .UccApilog files contain general client usage information
- .etl files contain media-specific log information
For any bugs related to Audio/Video, please attach both log types if possible. For bugs not related to Audio/Video, the .UccApilog files should be sufficient.
Collecting logs from a Skype for Business desktop client
On a Windows machine, the logs for a Skype for business desktop client will be located in the following directory:
%LOCALAPPDATA%MicrosoftOffice16.0LyncTracing
The .UccApilog files will have names that look like this:
Lync-UccApi-[[n]].UccApilog where [[n]]should be replaced by a number 0-2.
The .etl media log files will have names that look like this:
Lync-16.0.6965.5305-Office-x86ship-U.etl
On a Mac, the logs are in a similar directory within the root directory where the desktop client is installed.
After reproducing the issue and closing the client, navigate to this directory and select the log file(s) with the most recent timestamp(s). This is the file you should submit with any bug report.
Issue also on Insider version - 16.7.172.I call my mobile - I answer - S4B client is still ringing (Skype ringing) even though my mobile call duration is increasing.If I send an IM during this time, the receipitent receives the first IM, so the conversation starts but no other IMs are received or sent.When I try and make a Skype call during this time - I get an error“The operation could not be completed. (Model.CallError error 5.)If I call the DDI of that S4B user, the user receives the call but the call will stay at Connecting both hearing the Skype ringing.Then eventually I get an error on the client “We’re having trouble connecting to the server, please contact your support team”.We are using Skype for Business On Prem - CU Feb 17 - 6.0.9313.277.
Hello Donag,Thank you for the detailed description. I suggest you try another network environment to see if it have impacts on this issue. If it doesn't work, since our forum focus on the Online services of Office 365, I suggest you post this question herefor dedicated help.
Experts of Skype for Business server will reach out to you there, please let them know the result of your test and maybe you need to prepare the logs for clientand servers. Hope the issue will be resolved and thanks for your understanding.Best Regards,Alison.
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