Author Topic: Need help to get Skype desktop working again  (Read 1507 times)

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Offline pastywhitegurl

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Need help to get Skype desktop working again
« on: January 02, 2020, 01:32:50 PM »
So here is my sad tale:

Was on a 3 person video call when I tried to add a 4th caller.   Skype made a crunching sound, didn't add the call, I lost video (but not voice) to the other callers,  and a few seconds later Skype crashed.

When I tried to re-open Skype, I got the initial screen and a loading animation that never resolved.

I downloaded the latest Skype installer from the Skype website and  tried uninstalling and reinstalling several times to no avail.  I did a system health check on Windows that found no problems.  Then  I  let the Windows December update install and then tried to install Skype again with the same result.    I did not try installing an earlier version of Skype because I wasn't sure where to get a safe download.

I installed and have been using the Skype app from the Microsoft store in the meantime.  However, the video reception on my end is not working  (person on the other end is seeing my camera pic just fine), and the voice quality is lacking, so  I'd like to get the desktop version working again if possible.

What I'm thinking is that the uninstall left some remnants but I don't know how to remove those safely, and whether I need to uninstall the Skype App before attempting another reinstall of the desktop version.

Thank you for any help! Computer specs in signature.

Offline pastywhitegurl

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Re: Need help to get Skype desktop working again
« Reply #1 on: January 02, 2020, 02:17:11 PM »
Sorry, forgot this detail:  I did try to install Classic Skype from BleepingComputer.  But it would not install. Can't remember the exact error message, but it it included  that  it would have immediately updated on install.  I ran the uninstaller and it said it uninstalled successfully.

One more detail.  The Skype App is showing up on my task manager as Microsoft Skype. But the file tree opens to also show a plain Skype and a SkypeBridge listing.  So wondering if there are some shared folders between the desktop app and the Microsoft store app.

Online Corrine

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Re: Need help to get Skype desktop working again
« Reply #2 on: January 02, 2020, 06:00:54 PM »
Since I don't use Skype, sorry, I cannot be much (if any) help.  A couple things come to mind:

1.  "Just because" -- The December security updates were released on the 10th.  I understand waiting a few days to install but don't recommend waiting over 3 weeks. 
2.  Reminder:  create a system restore point before installing new programs.  Then you don't need to worry about leftovers.  (Many people have good luck with Revo Uninstaller.)
3.  Is your webcam working when not using Skype?  Have you checked for driver updates? 
4.  As far as I know, the classic version is the one provided at https://www.skype.com/en/get-skype/ so there wouldn't be a need to use a 3rd party site.

Hopefully, a Skype user will come along and be able to provide you with assistance.


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Offline pastywhitegurl

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Re: Need help to get Skype desktop working again
« Reply #3 on: January 03, 2020, 01:53:50 AM »
Yes hopefully!  Its not the end of the world if I can't get it to work, but it bugs me that it always worked great until now.

I actually only waited 3 days to install the windows updates. I wasn't prompted before now. I have no idea why they would have been delayed. I'm on a basic normal update schedule.

Yes, I did create restore points.   Thanks for the recommendation.  I will try Revo Uninstaller.  I'll look for a download link on this forum with search.  I think I'll uninstall the app too. I can always reinstall it later if needed.

Yes, web cam seems to be working.  Its just not working well.  I can see the video of me, and so can the person on the other end.  However, I can't see their video.   But I'll test again.  Windows says drivers are up to date.

Searching my problem, I found quite a few instances of people that had issues with skype not opening, but only one where it opened but never progressed beyond the first screen, and there was no solution posted.  It seems like something got corrupted when I tried to add a 4th screen to the video chat, because after the crash it didn't work properly again.

Offline DR M

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Re: Need help to get Skype desktop working again
« Reply #4 on: January 03, 2020, 05:59:49 AM »
Hi, pastywhitegurl. Happy new year.

Some questions/points for the better understanding of your issue:

1. Have you tried to go to an older system restore point, when Skype was working properly?

2. Which Skype versions do you now have installed on your computer? The Skype app from the Microsoft Store, the Desktop version of Skype for Windows or both? The Skype app has a blue letter S in a white background. The Desktop version has a white letter S in a blue background.

3. If you want to uninstall the app, you can just find it in the Start menu, right click on it and then choose Uninstall.

4. Revo Uninstaller (as well as the Control Panel) doesn't show the Windows apps installed on the computer. You can use it to remove the Desktop version of Skype, however. To do this of course, Skype has to be installed on your computer. That's why I asked the second question above. If you think you have remnants you want to remove, and the Desktop version is not installed, then you have to install it and then uninstall it using Revo.

5. You can find the Revo Uninstaller FREE version here: https://www.revouninstaller.com/products/revo-uninstaller-free/
However, the free version does not include the option "Forced Uninstall – remove remnants of already uninstalled programs". So perhaps you should consider using the Trial Pro version for now. You can go to Products, and from there choose Revo Uninstaller Pro. From the new page, choose Download Free Trial. I think you can use it for 15 days. Then you can uninstall it.

6. You can check this link and see if it helps:
Here's what to do if video isn't working on Skype

"In one of the stars I shall be living. In one of them I shall be laughing. And so it will be as if all the stars will be laughing when you look at the sky at night.. You, only you, will have stars that can laugh..."

Offline pastywhitegurl

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Re: Need help to get Skype desktop working again
« Reply #5 on: January 03, 2020, 02:23:21 PM »
Thanks for the reply, and happy new year to you as well!

I have not tried system restore.   The glitch with Skype happened christmas eve, so I would have to check for a point before that.  I'm apprehensive about using system restore.    It would mean I would have to do the December windows update again, and those updates always make me anxious.  So to be clear, using system restore would bring back the old Skype version even though it is not a windows system function?   Even if so, Skype always updates after any restart, so I wouldn't be able to use that older version. So I'm a bit confused as to why this would work.

I only have the Microsoft store Skype app installed right now. In task manager, it shows  the app icon, but when the tree is opened,  I see both icons (screenshot attached). The icon on my taskbar is the desktop version with the white S. So maybe something is confused?

If I'm understanding you correctly,  I could uninstall the Windows app Skype,  then reinstall the desktop skype and THEN run the free version of Revo Installer?  Or would it be better to use Revo to uninstall both the  store app and the desktop?

The article you linked me to recommends IOBit Uninstaller.  Is one better than the other?

I'm not going to take any action yet, but I'll spend some time reading through that article more thoroughly.

Offline DR M

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Re: Need help to get Skype desktop working again
« Reply #6 on: January 03, 2020, 03:22:38 PM »
Quote
So to be clear, using system restore would bring back the old Skype version even though it is not a windows system function?

Yes. The Skype app, as well as everything else you installed after the specific restore point, will get also uninstalled. If System Restore solves the problem (and to be clear we are not sure about this yet), you will be able to use Skype as before. Nothing to worry about its updates. You will have them as before.

Quote
I only have the Microsoft store Skype app installed right now. In task manager, it shows  the app icon, but when the tree is opened,  I see both icons (screenshot attached). The icon on my taskbar is the desktop version with the white S. So maybe something is confused?

Actually, that is not the Skype, but Skybridge, which is a process that belongs to Microsoft Skype. As for the icon on your taskbar, is probably just an icon. If you click on it, it will lot lead you anywhere, because the program is not installed. You can just remove it from the taskbar.

Quote
If I'm understanding you correctly,  I could uninstall the Windows app Skype,  then reinstall the desktop skype and THEN run the free version of Revo UNInstaller?  Or would it be better to use Revo to uninstall both the  store app and the desktop?

It's as you said it in the first sentence above. Remember that you can uninstall the Skype app if you find it in the Start menu, right click on it and then uninstall. You can't uninstall Windows apps either from the Control Panel or the Revo Uninstaller.

Quote
The article you linked me to recommends IOBit Uninstaller.  Is one better than the other?

I used many times Revo Uninstaller. I didn't use the IOBit, so I can't have an opinion about the specific product. Considering that IOBit has also other products, as optimizer, cleaner etc. which are not recommended at all, I would personally go with Revo. There is also this link from Malwarebytes, which perhaps makes you go with Revo too: https://forums.malwarebytes.com/topic/199116-malwarebytes-premium-blocking-all-iobit-software-why/

If Corrine agrees, you could post the FRST logs, as instructed here. Perhaps they would be helpful to see if there are Skype remnants. I would recommend uninstalling the Skype app first. But let's wait for Corrine.  :)




"In one of the stars I shall be living. In one of them I shall be laughing. And so it will be as if all the stars will be laughing when you look at the sky at night.. You, only you, will have stars that can laugh..."

Offline pastywhitegurl

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Re: Need help to get Skype desktop working again
« Reply #7 on: January 03, 2020, 04:04:09 PM »
Wow, IObit sounds problematic from that link.  Thanks for the information.

Quote
As for the icon on your taskbar, is probably just an icon. If you click on it, it will lot lead you anywhere, because the program is not installed. You can just remove it from the taskbar.
Actually, it does open and close the skype app screen.  It also opens panels that lead to settings and such.  So it is operating as a taskbar icon normally would. Its just the wrong icon.


I will wait for Corrine before doing anything. It is sounding like you are recommending that the first thing to try is the system restore.  How to I check to see my list of restore points without actually initiating the restore?


Online Corrine

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Re: Need help to get Skype desktop working again
« Reply #8 on: January 03, 2020, 04:22:25 PM »
First off, I agree with Panos and do not recommend IOBit. 

As shown in the image you posted, SkypeBridge is listed under the Microsoft Store App and, thus, is not a leftover from the classic version of Skype that you uninstalled. 
Curiously, there are conflicting results when searching for SkypeBridge with some reporting it as malware and others, including Microsoft forums, reporting it as part of Skype.

Before making any changes, create a fresh system restore point.  Following that:

-- Uninstall the Windows Store app. 
-- Restart your computer. 
-- Open Task Manager and make certain Skype is not listed in Processes.  If it is, select "End Task".
-- Download and install a fresh copy of Skype from https://www.skype.com/en/get-skype/.

If Skype is still not working properly, it may likely be a hardware/driver issue.





Take a walk through the "Security Garden" -- Where Everything is Coming up Roses!

Remember - A day without laughter is a day wasted.
May the wind sing to you and the sun rise in your heart.

Offline DR M

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Re: Need help to get Skype desktop working again
« Reply #9 on: January 03, 2020, 04:29:58 PM »
In addition to what Corrine wrote:

Quote
Actually, it does open and close the skype app screen.  It also opens panels that lead to settings and such.  So it is operating as a taskbar icon normally would. Its just the wrong icon.

You are right. Things changed from when I last used Skype. Although in the Microsoft Store the S is blue, when you open the app, it is white. So the icon on your taskbar it is the Skype app, not something else.

I downloaded Skype for Desktop, from curiosity, and it needs sign in with Microsoft account. So, what's the difference from the app?  :o

"In one of the stars I shall be living. In one of them I shall be laughing. And so it will be as if all the stars will be laughing when you look at the sky at night.. You, only you, will have stars that can laugh..."

Online Corrine

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Re: Need help to get Skype desktop working again
« Reply #10 on: January 03, 2020, 04:39:10 PM »
I downloaded Skype for Desktop, from curiosity, and it needs sign in with Microsoft account. So, what's the difference from the app?  :o
Microsoft was going to eliminate the classic version of Skype and go forward with the app but reversed the decision.  As to the difference, sorry, I don't know if there is a difference or what it would be. 


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Offline pastywhitegurl

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Re: Need help to get Skype desktop working again
« Reply #11 on: January 03, 2020, 04:57:20 PM »
I'm going to be out for a while, so I'll try the instructions when I get back and report what happens.

Thanks for your kind attention!

The stuff about what icon should be in my task bar if only running the windows store Skype app is confusing to me.  What icon version should it be for that?

Offline DR M

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Re: Need help to get Skype desktop working again
« Reply #12 on: January 03, 2020, 05:11:26 PM »
Quote
The stuff about what icon should be in my task bar if only running the windows store Skype app is confusing to me.  What icon version should it be for that?

Yes, it is, but that's how things have with it now:

In Start menu, the S is blue (like it is in the Microsoft Store). But when you open the app, or when you pin it on the taskbar, it is white. So you are fine with what you have. It's the app's icon and not a remnant.

If you install the Desktop version, provided be Corrine's link, it will be white S in the Start menu (in a Skype folder), and white S again on the taskbar.

"In one of the stars I shall be living. In one of them I shall be laughing. And so it will be as if all the stars will be laughing when you look at the sky at night.. You, only you, will have stars that can laugh..."

Offline pastywhitegurl

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Re: Need help to get Skype desktop working again
« Reply #13 on: January 04, 2020, 02:19:54 PM »
Thanks for the icon explanation, Dr M.  I got it now. :)

Ok, so I did the steps in Corrine's post and of course messed it up the first  time by not checking the task manager after the restart.  (There were no instances of skype present in task manager before the restart after uninstalling)    And, the new download of desktop skype did the same as before when installed---opened the first screen, but was stuck on the loading animation.  Just for historical record, I'll attach an image of the frozen screen.

So I uninstalled skype,  and restarted again.  No instances of skype appeared in the task manager after restart.   I downloaded a new installer,  which behaved differently.   The installer icon did not immediately appear on download as before,  but showed up as two separate icons that resolved to the installer icon after a few seconds.   After installation, Skype opened, and seems to be back to normal!   I have no idea what magic there was to checking the task manager after the restart, but that was the only difference in my sequence.

Now whether my group chats will behave or not remains to be seen, but for now, skype seems to be functional. Video and audio work. I'll try a video chat soon.    I guess the next test will be the next time I try to open skype after a restart.

One thing I did notice when I had both desktop and windows app skype installed together,   I had to sign out of one to use the other.    When the desktop skype crashed, I was still signed in, and there was no way to sign out.   So maybe signing into the windows app while still being signed into the desktop one had something to do with the video problems in the windows app?  Just a thought.  When the desktop skype finally opened, I was still signed in.

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Re: Need help to get Skype desktop working again
« Reply #14 on: January 04, 2020, 02:39:48 PM »
Please let us know the results of your next video chat. 


Take a walk through the "Security Garden" -- Where Everything is Coming up Roses!

Remember - A day without laughter is a day wasted.
May the wind sing to you and the sun rise in your heart.