Troubleshooting

This section provides guidelines for troubleshooting problems with Skype for Business Agent.

Problems with Viewing Skype Call Data Information

Perform the following if you are unable to view skype call data:
  1. Verify that the SkypeProbe.exe.config file located in the installation directory has the correct IP address of Mediation Engine.
  2. Verify Mediation Engine machine is reachable by pinging the Mediation Engine Machine from Skype for Business Server.
  3. Verify the logs for any exceptions or connection errors in the following path:

    C:\ProgramData\Oracle EOM Skype Probe\Logs

  4. Ensure that OracleSkypeProbeUser is a member of RTC Server Applications local group. If not, add the user by doing the following:
    1. From your computer, click Start and search for Computer Management.
    2. Click Computer Management.
      The Computer Management screen appears.
    3. Click Local Users and Groups.
    4. Select and right-click the RTC Server Applications group and click Add to Group.
    5. Locate and add the OracleSkypeProbeUser and click OK.
      The OracleSkypeProbeUser will be added to the RTC Server Applications group.
  5. Verify the Enterprise Operations Monitor Skype for Business agent service is running in services.msc. by doing the following:
    1. From your computer, click Start and search for Computer Management.
    2. Click Computer Management.
      The Computer Management screen appears.
    3. Click Services and Applications.
    4. Click Services.
    5. Verify if Skype for Business Agent service is running, if not, right-click the service and click Start.
      The Skype for Business Agent will start running.
  6. Verify if the connection between Mediation Engine and Skype for Business Server is blocked by firewall. If blocked, disable the setting depending on your Operating System.
  7. If you have selected Accept insecure connections from remote probes during Enterprise Operations Setup, set the UseTIs parameter to false in the SkypeProbe.exe.config file.