Lync 2013 Virtual Desktop Infrastructure (VDI) Client scenarios

Abstract: The Lync team is excited about the new Lync 2013 VDI landing page on our Lync Interop Programs, so we put together a set of scenarios to help identify Lync VDI scenario between Microsoft Lync and our partner software.

Hello everyone, I’m Kaushal Mehta, LYNC 2013 Beta Lead. We are excited about the new Lync 2013 capabilities to deliver enterprise-grade, real-time AV in a VDI environment. There are several scenarios that we want to highlight so that we can better understand how to isolate issues, collect data about them, and provide contact information so you know who to contact about them. If we have missed any scenario or you have questions, please let us know by leaving a comment in the Comments section.

The following is a list of common scenarios where issues may be encountered and need further troubleshooting.


Who to contact first

Lync Team

VDI partners

(Citrix, VMWare)

Lync/Windows RDP

VDI setup through RDP




VDI setup through ICA




VDI setup through PCoIP




VDI "initial" pairing failure




Pairing through mobile apps (like VMWare View on iPad)




Lync IM & P




Lync Voice setup




Lync Video setup




Lync video quality issues




Lync Voice quality issues




A/V Devices not showing up inside the VDI (intermittently)




Lync client not picking up the desired A/V device during pairing




Lync App sharing




Lync App Sharing performance issues




 * Additional troubleshooting is needed for RDP-related issues, but you  can also contact the Microsoft Lync Team first.

Before contacting any of the Vendors listed, including Microsoft, please verify that the following steps have been checked for each of the scenarios:

1.VDI setup through RDP

    • Check if the version of the Lync VDI plugin software on the local computer exactly matches the software version of the Lync desktop client on the remote computer
      • The Windows version (32 bit vs. 64 bit) need not match
    • The VDI plugin architecture (32 bit vs. 64 bit) needs to match with the local computer’s OS architecture
    • The VDI plugin architecture (32 bit vs. 64 bit) needs to match the Office suite architecture installed on the local computer
    • Modern RDP client from windows 8 is not supported for VDI pairing
    • Verify local computer can connect to the Lync server for the VDI- Plugin to sign in
    • Verify that the CsClientPolicy for VDI users has Media redirection enabled. You can do this by running the following cmdlet from the Lync Server Management Shell

Set-CsClientPolicy –identity “identity name” –EnableMediaRedirection $True

 Verify that the local computer doesn’t have the Lync desktop client installed

2. VDI setup through ICA

  • Before contacting Citrix for this issue, make sure all items in (1) are covered and pairing happens successfully without ICA

3. VDI setup through PCoIP

  • Before contacting VMWare for this issue, make sure all items in (1) are covered and pairing happens successfully without PCoIP

4. VDI initial pairing failure

  • Verify all the steps in (1) are covered

5. Pairing through mobile apps (like VMWare View on iPad)

  • As a sanity check, make sure pairing happens successfully from a thin client or desktop client
  • Verify (1 & 2) or (1 & 3) as applicable before raising the issue with our partner
  • Verify the mobile app version from partner is supported for pairing

6. Lync IM & P

  • If possible, verify IM&P works fine in a non-VDI scenario
  • Verify other VDI users can do IM&P fine
  • Verify whether there is a difference being internal vs. external for the IM&P scenarios

7. Lync Voice setup

  • Lync Phones are not supported and tested in a VDI scenario
  • If possible, verify same voice call works fine in a non-VDI scenario
  • Verify whether voice calling fails with p2p, PSTN, conferencing or federated users
  • In a VDI scenario, media flows between the local computer and the recipient directly or through Edge as applicable

8. Lync Video setup

  • Only one web cam has to be installed or enabled on the local computer
  • If possible, verify that the same video call works fine in a non-VDI scenario
  • Verify whether video calling fails with p2p, conferencing or federated users
  • In a VDI scenario, media flows between the local machine and the callee directly or through Edge as applicable

9. Lync AV quality issues

  • The video feed displayed on the remote computer is relayed through the RDP, PCoIP or ICA
  • Verify whether other AV applications experience any quality issues
  • Playing a high quality video stream on YouTube or any other website is also a good sanity check to confirm machines have sufficient bandwidth and connection speed
  • Check whether this is localized to one of the following:
    • Set of users
    • Region
    • Data center
  • Check the monitoring server reports data 

10. A/V Devices not showing up inside the VDI (intermittently)

  • Capture the scenario and exact repro steps
  • Does it always repro with the same repro steps?

11. Lync client not picking up the desired A/V device during pairing

  •  Verify that the devices are shown in the local computer’s device manager

12. Lync App sharing

  • If possible, verify that the same app sharing works fine in a non-VDI scenario
  • Verify whether app sharing fails with p2p or conference or federated users

13. Lync App Sharing performance issues

  • Verify if this is isolated to just app sharing or AV as well
  • If it is happening with AV as well then follow the steps as outlined for (9) above
  • Check the monitoring server reports data

 For any of scenarios listed, providing the information from the following checklist can speed up the resolution.



Software / Hardware version

32-bit or 64-bit

Local Machine Vendor (HP, Dell etc)



Local machine OS



Lync Server Version



Remote Machine OS



Lync VDI plugin on local machine



Lync Desktop client on remote machine



RDP Version on local machine



Citrix XenApp



Citrix Receiver



Citrix XenDesktop



VMWare Horizon View



VMWare Horizon View Client



VMWare Horizon View Agent




Collecting logs from local computer and remote computer

  • Local computer where Lync VDI plugin is installed - %localappdata%\Microsoft\Office\15.0\Lync 
  • The SIP profile folder for LYNC VDI Plugin is under %UserProfile%\user_name\AppData\Local\Microsoft\Office\15.0\LyncVdiPlugin 
  • On the remote computer, verify that logging is enabled on the client as shown in the following screenshot. 


  • Remote computers where the full desktop client is installed %UserProfile%\user_name\AppData\Local\Microsoft\Office\15.0\Lync 

Steps to Collect Logs

The following steps describe how to collect logs on local and remote computers simultaneously.

  1. Exit out of Lync client and delete all the files under tracing folder (both local and remote computer).
  2. Now start the Lync client and repro the issue.
  3. Create a .zip file that contains the entire contents of the tracing folders for both the local and remote computers. You can send the .zip file with your support request to assist with troubleshooting.
  4. Also, do a CTRL + Right-click on the Lync icon in the taskbar of the remote computer and send the output of the configuration information.


Comments (24)
  1. Christian Holnaicher says:

    Hey all,

    we using Lync Server 2013, Lync2013, Citrix storepoint, Citrix receiver 4.1 and VDI Plugin. We have problems to use anonymisieren ( call with other number ).
    We open an Case on MS Page but still no answer.
    Have someone fix this issue ??.

    PS: Sorry for my bad english 🙂


  2. shahram says:

    Hi Kaushal, are you going to release vdi plug in that works with Lymc online on 365?
    The current version only supports on premise Lync. Appriciat a response on this.
    many thanks

  3. John says:

    We had a problem with intermittent VDI non pairing in Lync 2013. In our case we would sometimes see the pairing Icon in Lync (green tick) and on other occasions we wouldn’t. We were connnecting from a WYSE Client using RDWEB within IE11 to connect thorough
    to the session host. We eventually identified the problem as the number of mouse clicks being used to launch the session host connection. If our users multiple clicked the server Icon within RDWEB, then that opened multiple mstsc sessions. Then they would
    log into the top most one and pairing would fail. If they clicked the very first one they laucnhed – or more preferably – they only clicked once to launch a single mstsc, then pairing would be successful. Therefore if anybody else has this same issue, ensure
    your users are clicking only once in the RDWEB page to launch the connection to the Session Host.

Comments are closed.

Skip to main content