Skype4Business photo blurry in low definition

Skype4Business photo blurry in low definition
Symptom:

Skype4Business photo blurry in low definition. Most of the users pictures are displayed with High Definition during Skype calls, but some of the users photos are displayed with poor definition.

Skype4Business photo blurry in low definition
Example screenshot of a user that appears with blurry photo during a Skype call

Summary of scenario:

1.- Skype for Business Server 2015.

2.- Skype for Business Servers and clients running with latest available version.

3.- Exchange Servers running with latest available version.

One of the affected users, has been disabled and enabled again into Skype for Business infrastructure, but the issue still persists.

Cause: Skype4Business photo blurry in low definition

My theory on this would be that the affected user had an email address change.

The High Definition Exchange Photo for the user: XXX was not properly discovered as it was not the actual SMTP address retrieved from the saved credentials on the machine. -> a.b@company.com instead of the actual SMTP address namename.surname@company.com

Going through the logs we noticed that the final updated SMTP address of the user is different from the one used to request the photo from Exchange..

Extract from the logfiles:

1083 TL_INFO() [3]1F9C.2928::08/05/2019-08:23:56.097.00000000 (NONE,NModel::CManagedCredential::CreateSpecificCredential:CLogonCredentialManager_cpp1054)<O_TRC><ADR>0x00000000</ADR>Created CManagedCredential[SPECIFIC this=157B07B0, domain=, userName=a.b@company.com]</O_TRC>

New value for primary address to talk to Exchange = name.surname@company.com</O_TRC>

Resolution: Skype4Business photo blurry in low definition

Removed the cached credentials on the machine by clicking on «Delete my sign in info»/ «Eliminar mi information de incio de sesion» and after sign-in the SFB\Lync Client properly connected and discovered the Exchange High Definition photo.

Follow these steps on your computer:

  1. On the user’s machine sign-out and clear the sign-in info by selecting the option “Delete my sign-in info” (This will remove all the stored credentials/certificate from the machine)
  2. Exit from Skype for Business Client.
  3. Open the Key Container from the machine by running the command: rundll32.exe keymgr.dll,KRShowKeyMgr
    1. On the Key Container clear all the OC entries (if present): Microsoft_OC1:uri= (It can happen that when you do «step 3» done, no action is really done, as there is no OC entry starting as: Microsoft_OC:uri=)
  4. Start Skype for Business Client and sign-in without saving the credentials on the machine; uncheck Save password:
    1. Go to Skype for Business – Options – Personal and uncheck “Automatically start the app when I log on to Windows”
  5. Wait for SFB\Lync Client to connect to Exchange, (EWS/MAPI OK status on Configuration Information)
    1. You need to press the «Ctrl» key from your keyboard and with the right click of the mouse, press on the Skype for Business icon, to see the «Configuration Information»
  6. Go to Skype for Business – Options – My picture, after a couple of seconds the blurry picture is replaced by a high definition picture that you can see directly on the SfB client. Afterwards, the result would be that if you have a Skype call, the picture is displayed in high definition.
Skype4Business photo blurry in low definition
Example screenshot of a user that appears with High Definition photo during a Skype call

Process of how the photo acquisition takes place in Skype for Business

Priority list

a) client cache files:

%localappdata%\Microsoft\Office\16.0 \Lync\<sip_address_of_user>\ABS_xxxxxx.cache

%localappdata%\Microsoft\Office\16.0 \Lync\<sip_address_of_user\Photo\<contact_sip_address>.cache

b) via AddressBookWeb query from the Lync  Address Book (picture taken from AD ThumbnailPhoto attribute)

c) via EWS from Exchange mailbox (high resolution photo) 

d) from the “presence document”(static publication)  subscription of the contacts details which has the contact published before into the Skype database.

For point a) when retrieving the SMTP address the following order is taken into consideration

  •     Most important: specific credentials 
  •     primary smtp from contact model 
  •     from contact card

Skype4Business photo blurry in low definition

In our case the trigger has been specific credentials which have been cached with previous/former SMTP address of this particular user. As soon as this has been removed, the normal high definition photo flow has happened as expected.

More content regarding Skype for Business, can be found on the blog here.

Further support in the Microsoft Skype for business section.

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