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There seems to be some cases ofPresence Unknown“, that are hard to troubleshoot. Normally we see to different types of this problem.

The first is Presence Unknown for Internal contact (users in the same Active Directory). This is typical related to internal server issues, or non existing (non UC enabled) users. To work with these issues, the best way is to use the server and client logfiles (Windows Event Log & Communicator logfiles)

In cases of Presence Unknown for External Contact, both federated and Public IM, the problems is often related to DNS name resolution issues. Again i can recommend to use the logfiles availible.

Related articles:

Troubleshooting with Office Communicator 2007 Logs
http://it-proknowledge.blogspot.com/2008/01/troubleshooting-with-office.html

Public IM and Private domains:
http://it-proknowledge.blogspot.com/2008/01/public-im-and-private-domains.html

Please post any comment below, also if you have relevant problems. I will do what i can to help.
/Rasmus

8 Responses to Troubleshooting "Presence Unknown"

  • Hi,

    Thank you for this information. I am facing a problem with my MS Communicator 2007 R2. The problem is very strange. When I connect to internet from my home(using Home Internet Service Provider) then I am able to see the clear status of all the people in my contactlist. However, when I connect to the Internet from Office then I am not able to see the status of any single person in my contact list. I have all the company contacts in my contact list who are the contact from the same Active Directory. Kindly help.

  • Hi Sandeep,

    That is indeed very strange. From my experience, this could be 2 things; DNS or firewall issue. First the firewall: The big difference is that when inside you communicate with the server over port 5061, and when on the outside of the corp firewall you use port 443. Please test if connection through these port are possible.
    Are you able to log on? Is there any presence information available?

    Kind regards,

    Rasmus

  • Hi

    Hey there

    My problem is slightly different.

    Intermittently, colleagues (from the same organisation and on the same network) would say that I appear as "presence unknown" while I am in fact Available.
    This happens infrequently, both from home and the office.

    Any ideas what might be causing it?

  • I’m currently experiencing a similar issue. When I’m connected to the VPN, my contacts’ status appears as Unknown Presence. But when connected to normal internet connection, it works fine. Any help on this will be greatly appreciated.

    • Hi Albert

      Is it the same for internal contacts ? like your colleagues.
      I think that there is a mismatch in the VPN connection so it can’t reach the internal servers correctly. I will look if there is a firewall in VPN client, which dosn’t allow that you reach the internal servers.
      Do you know the name of the internal Lync/OCS servers – if you do can you ping them, and is the correct ip returned, or is it the public ip adresse you.
      It could be that you client gets the server names resolved to public ip addresses, and then the firewall in your Company don’t allow that VPN client can access the Lync/OCS edge servers – the external leg.
      Hope that helps you.

      /Joachim

  • I have similar issue as Albert. When connected to the VPN, my contacts’ status is “Presence Unknown” but when connected to a normal internet, it’s perfectly fine. And all of my contacts are internal where we share the same Active Directory. What could possibly be the issue? Any help or tips would be greatly appreciated folks. Thanks in advance!

  • I have been suffering from this damn ‘Presence Unknown’ for a few months now but mine seemed intermittent and appeared to correct itself and then go bad again. I just discovered that when my computer is restarted, Skype is linked to the start-up menu and Skype automatically starts. With Skype on, all my emails are showing ‘Unknown’ . I used the ‘right click’ on the mouse on the Skype icon and ‘Quit Skype’. This brings up Skype’s plea for you to stay on but you Quit again and the problem was solved for me. I restarted Skype and lost my emails again and switching Skype off had them back again. For me, problem solved and such an easy fix compared to the BS explanations from Microsoft.

    • I can confirm that the Outlook Presence and Skype relation problem is correct. When Skype is OFF, the presence locator works just fine, and with Skype ON, the Presence becomes unknown.

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