One of the users who we've set up using Lync is finding that her status on Lync cannot be changed from 'Updating..' and therefore looks as if she is unreachable.

She can use the app fine and chat to others however we would like her status to read as normal.

Please could someone advise?

I've seen similar issues before, if other users see her as updating but she's logged in fine, it might be something on the backend.  If it's just one user, I'd remove her from the Lync server and enable her again.  She'll loose her contacts, but otherwise this may clean up whatever disconnect there is.

The specific user should close Lync Client and then delete the Lync folder  %UserProfile%\AppData\Local\Microsoft\Office\15.0\Lync 

Then let the user log in again. If the problem is still there have a look at the Lync Server. Check Event Log on your Lync Frontendpool and use OcsLogger to trace communication.

Hi JESSNR,

 

You can try the followings:

1. Delete the user from your Contact list and add back.

2. As Anthony suggested, it might be a server side issue, you can re-enable Lync for this user.

3. You can query the specific users current presence status from SQL database.

     For more details, please refer to Matts post in the following thread.

     https://social.technet.microsoft.com/Forums/lync/en-US/8212257e-03ba-4791-8eb9-14c7685b452f/how-to-get-user-presence-data-from-the-lync-2010-sql-server-dbs?forum=ocspresenceim

4. If the query result is still not correct, it might be the client side issue, the client does not send  self presence update information to the Lync Server.  To resolve this , you can delete the local Lync profile of the user.

For more details about user presence workflow, have a look at the Edwins article.

http://blogs.technet.com/b/11/archive/2014/10/03/lync-2013-explained-understanding-presence-flow.aspx

 

Hope it can be helpful.

Best regards,

Eric

See if it applies:

http://hpicao.blogspot.co.uk/2014/06/lync-presence-stuck-on-updating.html