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The Lync Web App plug-in is required for audio, video, and screen sharing during a Lync Meeting. If you’re having trouble with plug-in, try these suggestions first:

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  1. Make sure your computer operating system and web browser are on the list of supported platforms.
  2. Go to Control Panel > Programs and features and, if required, uninstall existing versions of the plug in.
  3. Open an InPrivate browsing session in Internet Explorer and try joining the meeting again. If that succeeds, consider clearing your browser cache to remove obsolete credentials that might be interfering with sign-in.

If you still can’t install the plug-in, review this list of issues and errors.

Plug-in download fails

Make sure your browser is set up to allow downloads, and the downloading of encrypted files.

To allow downloads in Internet Explorer:

  1. Click Tools > Internet Options.
  2. Click the Security tab > Custom Level.
  3. Scroll down to Downloads and click Enable for File download.
  4. Re-join the meeting. The plug-in should download without errors.

To allow the downloading of encrypted files in Internet Explorer:

  1. Go to Tools > Internet Options > Advanced.
  2. Scroll down to the Security section.
  3. Clear Do not save encrypted pages to disk and click OK.
  4. Re-join the meeting. The plug-in should download without errors.

Plug-in file moved or deleted

If you receive the error message LwaPluginInstaller32.msi has been moved or deleted, follow these steps to resolve the issue:

  1. Exit the meeting and re-join it.
    A dialog box displays with options to save the plug-in file or run it.
  2. Click Save.
  3. Specify a location on your computer to save the file, and then click Save.
  4. Locate the saved plug-in file on your computer and double-click to run it.

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Plug-in isn’t detected after installation

If you get the notification to install the plug-in even after installing it, restart your browser. If you’re running Windows 8 on your PC, make sure that you’re running the version of the browser for the desktop.

This issue can also occur if you’ve launched your browser with the Run As Administrator option. Lync Web App is not supported in this environment. To use Lync Web App, launch your browser as a standard user.

Plug-in installed but unable to use audio, video and sharing

You may need to change your browser settings to allow ActiveX controls.

Important: If you're unable to change ActiveX settings, you might not have permission to and you should check with your workplace technical support.

To turn off ActiveX filtering for a single session in Internet Explorer:

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To adjust ActiveX control settings in Internet Explorer:

  1. Tap or click the Tools button, and then tap or click Internet options.
  2. On the Security tab, tap or click Custom level, and then under ActiveX controls and plug-ins, review these settings:
  3. Tap or click OK, and then tap or click OK again.
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Firewall warning when joining a meeting from Lync Web App

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In the Windows Firewall security alert, it’s OK to select Cancel if you don’t have administrator privileges on your computer.

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Change the plug-in’s default domain trust setting

When installing the plug-in, you’re given the option to trust the domain that loads the plug-in.

If you selected Always allow the plug-in for this domain but want to change that option, follow these steps:

On Windows Operating Systems

  1. Select Microsoft Lync Web App Plug-in from the list of installed programs in Control Panel, and click Uninstall.
  2. The next time you join a meeting with Lync Web App, select Allow to trust the plug-in domain for just that meeting.

On Macintosh Operating Systems

  1. Open ~LibraryPreferencesrtcpal_registry.reg in the text editor.
  2. Navigate to [HKEY_CURRENT_USERSOFTWAREMICROSOFTLWAX8615.1ALLOWEDDOMAINS]
  3. Delete the line for the domain you want to stop trusting. For example, to stop trusting the domain Contoso.com, delete the line 'Lync.Contoso.com'='
  4. The next time you join a meeting with Lync Web App, select Allow to trust the plug-in domain for just that meeting.

I’ve tried everything and still can’t install the plug-in

Your organization’s computer policies might be preventing the plug-in installation. To resolve this issue, contact your workplace technical support.