System 411

Lync Failure to Initialize Error

The instructions below are a solution for users receiving the error message from Microsoft Lync "Phone initialization error has occurred, failed to get configuration” or “A phone initialization error has occurred. CTL reset Required” when attempting to access Lync.

Please complete the following steps;

1. Stop CUCILync Service by clicking settings drop down menu to the right of the Options cog on the top right corner of Microsoft Lync, then selext Tools then Stop Cisco UC

   
   CUCILync Options

2. On the taskbar, click Start then select Computer

   
   Start Menu

3. When the File Explorer window appears, click Organize then select Folder and Search Options

   
   Organize drop down menu

4. On the Folder Options dialog box, select the View Tab, then under Hidden files and folders, select Show hidden Files, folders and drives. Click Apply, Ok

   
   Folder Options Dialog Box

5. In the file explorer window, double-click Local Disk (C:) then double-click the folder Users, then open up the folder named the same as your username.

   
   File Explorer

6. Next, you must delete the following file on the your workstation, CTLFile.tlv.
   1. If you are a WinXP user, the file is located in the following folder
      C:\Documents and Settings\[username]\Application Data\Cisco\Unified Communications\Client Services Framework\Security\sec
   2. If you are a Win 7 User, the file is located in the following folder
      C:\Users\[username]\AppData\Roaming\Cisco\Unified Communications\Client Services Framework\Security\sec
7. To restart CUCILync Service click the dropdown settings menu to the right of the Options cog, then select Tools and then Start Cisco UC

   
   Start Cisco UC Options

If you have deleted the CTLFile.tlv, and are still receivong the error "Phone initialization error has occurred, failed to get configuration," or “A phone initialization error has occurred. CTL reset Required” when attempting to access Lync, please contact the OCIO Service Desk at (571)272-9000. We apologize for any inconvenience

Posted at 05:05AM May 09, 2016 in Current Status  |