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The Skype debacle: What's happening to my messages? Messages from MSN to Skype users are getting lost, well, not lost as in they are never seen again, but lost in transmission and they take a.
Symptoms
You experience one of the following symptoms.
Symptom 1
Voicemails are not delivered at all (in Outlook clients and the Skype for Business or Teams client). Only voicemails from internal users are delivered. Voicemails that are created by calling from PSTN endpoints (that is, regular telephone calls) are not delivered.
Symptom 2
Voicemails are delivered to email clients (such as Outlook), but don't appear in the Skype for Business or Teams client.
Resolution
For Symptom 1
To resolve this issue, check whether you have any Exchange Transport layer rules enabled or you use a third-party email system (such as gmail).
For Exchange Transport layer rules
These rules may affect delivery of email messages. Cloud Voice Mail (CVM) service now supports transport layer rules. For example, rules can be enabled to mark email messages that have MP3 attachments as SPAM. This means that voicemails are filtered out before they arrive in the Inbox. Therefore, check whether any such rules are enabled, and then change them accordingly.
For third-party email systems
Third-party email systems are not supported. For more information, see Set up Phone System voicemail.
The primary issue that affects third-party email systems is that the FROM address is formatted for PSTN calls in a non–RFC-compliant manner. However, the Skype for Business or Teams client filters messages depending on the formatting of the FROM field. To fix this issue, you can change the mail protection filter of the third-party email system to use the 'P1 sender address' instead (which is formatted correctly), and then enable these kinds of email messages to pass through.
For Symptom 2
A recent change (made in October 2018) requires one additional step when you configure Exchange on-premises support. Make sure that you follow step 6 in the 'Phone System with on-premises environments' section of this document. The email item class is stripped when it's delivered through SMTP. To prevent this behavior from occurring, you must set up the connector correctly. The Skype for Business and Teams clients show voicemails only if the class is correct.
Third-party disclaimer information
The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, about the performance or reliability of these products.
The information and the solution in this document represent the current view of Microsoft Corporation on these issues as of the date of publication. This solution is available through Microsoft or through a third-party provider. Microsoft does not specifically recommend any third-party provider or third-party solution that this article might describe. There might also be other third-party providers or third-party solutions that this article does not describe. Because Microsoft must respond to changing market conditions, this information should not be interpreted to be a commitment by Microsoft. Microsoft cannot guarantee or endorse the accuracy of any information or of any solution that is presented by Microsoft or by any mentioned third-party provider.
Microsoft makes no warranties and excludes all representations, warranties, and conditions whether express, implied, or statutory. These include but are not limited to representations, warranties, or conditions of title, non-infringement, satisfactory condition, merchantability, and fitness for a particular purpose, with regard to any service, solution, product, or any other materials or information. In no event will Microsoft be liable for any third-party solution that this article mentions.
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Problems with the Skype software can have an instant impact on productivity and profits for a company, which is why it's vital that issues with sending messages are resolved as quickly as possible. The first steps in troubleshooting the problem are to identify whether the root cause of the issue is related to your Internet connection, the Skype software itself, or another application running on the same system.
Internet
As a first step, it's important to determine whether the Internet connection is working. Open your default browser and load one or two sites to ensure you have a fully working connection to the Web. If you're unable to connect to the Internet, launch the troubleshooter section of the 'Network and Sharing Center' in Control Panel or contact your Internet service provider directly for assistance. Rebooting both your router and your PC can often help in resetting the connection between your machine and the Internet. You can use Windows' built-in System Restore tool to roll back the system to a previous state if a recent hardware or software change has affected your Internet connection.
Skype
It's possible that a problem with the core Skype program is causing an issue with the message functionality. Uninstall the software from Control Panel and download and install the latest version from the Skype website. This procedure replaces any files that have been deleted or corrupted, adds the most recent bug fixes from the Skype developers, and improves compatibility with the other hardware and software on your system. All your contacts will reappear once you sign in with your Skype username and password.
Third-Party Software
Another possibility is that a third-party software tool is interfering with Skype's operation. This could range from a firewall blocking Skype's activity to another instant messaging application preventing Skype from operating. Close down any applications that aren't needed while Skype is running and check the settings in your installed security programs to ensure that Skype is able to run without interference. As a general rule, ensure all of your installed software is kept up-to-date with the most recent patches.
Further Troubleshooting
Run a full security scan to ensure your system is free from malware and spyware that may be affecting Skype. If you're experiencing problems with text messages sent from Skype, check that you're sending them to a supported carrier; a list can be found on the Skype Support site (link in Resources). Check that you have enough Skype Credit in your account to be able to send the message. Note that Skype will attempt to deliver a message to a network for 24 hours before abandoning it and refunding the balance to your account.
References (1)
About the Author
An information technology journalist since 2002, David Nield writes about the Web, technology, hardware and software. He is an experienced editor, proofreader and copywriter for online publications such as CNET, TechRadar and Gizmodo. Nield holds a Bachelor of Arts in English literature and lives in Manchester, England.
Photo Credits
- Justin Sullivan/Getty Images News/Getty Images
Choose Citation Style
Nield, David. 'Skype Is Not Sending Messages.' Small Business - Chron.com, http://smallbusiness.chron.com/skype-not-sending-messages-56213.html. Accessed 23 October 2019.
Nield, David. (n.d.). Skype Is Not Sending Messages. Small Business - Chron.com. Retrieved from http://smallbusiness.chron.com/skype-not-sending-messages-56213.html
Nield, David. 'Skype Is Not Sending Messages' accessed October 23, 2019. http://smallbusiness.chron.com/skype-not-sending-messages-56213.html
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