Recently we ran a poll on the Skype Community to find out what you, our users, would like to see in an upcoming Tips & Tricks post. The response was overwhelming and, by a narrow margin, you chose to hear more about solving issues when it comes to signing in to Skype.
Today we’re answering that request with the ultimate guide to diagnosing those problems. It’s going to be a long one, but you only need to follow the steps as they apply to you.
We’ll be running more of these polls in the future on the Community, so make sure to check back there regularly and make your voice heard.
Before getting started with this guide, please download the latest version of Skype.
Step 1: Are you connected to the internet?
If you’re having a problem signing into Skype the first thing to check is whether your internet is working. A simple test for this is to open your browser and surf to a few websites like www.skype.com and www.microsoft.com. If websites load quickly, carry on to step 2.
If websites are loading slowly, you might not be on the best network to use Skype. First try closing any software or downloads which might be using up your bandwidth. Second, take a look at this guide for the best network to use with Skype.
If you can’t load any websites at all, your internet connection is probably not working. Check that your device is properly connected to your network and check with your internet service provider whether there are any service faults in your area.
Step 2: Is Skype experiencing any service issues?
If your internet connection is working well, we might be experiencing some service issues. Check the Heartbeat blog to make sure Skype services are running normally.
If there are no service issues reported on Heartbeat, carry on to step 3.
Step 3: Can you get to a point where you’re asked to enter your Skype credentials?
There are some issues such as the blank blue screen which might stop you from even trying to enter your Skype username and password. If you can get to a point where you can enter your credentials, carry on to step 4.
These can be issues with the way Skype is installed on your device. As a first step, try uninstalling Skype, restarting your device and reinstalling Skype.
If reinstalling Skype doesn’t help, it’s time get the Skype Community involved. These problems can often have many causes so trying to solve them all in a guide like this would be difficult. Luckily the Skype Community has a wealth of information and nearly two million users who are waiting to help.
Step 4: Are your username and password correct?
If you’ve only just registered for Skype, please read this guide before you continue.
The first thing to check is whether to use the Skype Name sign-in option or the Microsoft account sign-in option. If your username is formatted like an email address, e.g. firstname.lastname@example.org, then you have a Microsoft account. If your username doesn’t contain a @-symbol, you have a Skype Name.
Once you’re sure which sign-in option to use, try signing in to your account on the Skype website. There are a number of issues which might stop Skype software from connecting that won’t affect you signing in on the website. For that reason, this is a good test to make sure your username and password are working.
If you can’t sign in on the Skype website, try resetting your password. The location to reset your password depends on whether you sign in with a Skype Name or a Microsoft account.
If you have reset your password and still can’t sign in on the Skype website, or you haven’t been able to reset your password, please contact us.
Once you have successfully signed in to the Skype website, carry on to step 5.
Step 5: Check what is stopping the software from connecting
If you’re connected to the internet, Skype services are running as expected, the software is installed properly and you’re using the right credentials, then there are only a few things that could still be stopping you from signing in.
- Delete the shared.xml file.
- Check that the ports which are required by Skype are open.
- Check if Skype is already running in the background.
- If you connect through a proxy, make sure that Skype can connect to your proxy server.
Step 6: Get help from the Community
If you have tried all of the above and you still can’t sign in to Skype then please come to the Skype Community and let us help.