FAQ

Technical Issues > Installing and upgrading
  • If you're attempting to launch the most recent versions of Skype on Windows XP, you might see an error reading "Failed to get proc address for GetLogicalProcessorInformation (KERNEL32.dll)". If you're seeing this error, it's because your installation of Windows XP isn't running the most recent Service Pack (SP3) from Microsoft.



    To fix this error, you'll need to get SP3 for Windows XP.
     

    The easiest way to get SP3 is to turn on Automatic Updates in Windows.


    You can also install SP3 by using Windows Update at the Windows website.

     

    After you've updated Windows XP to SP3, Skype will launch normally.
     

    Note: If you're running the 64-bit version of Windows XP, there is no SP3; SP2 is the latest service pack for the 64-bit version of Windows XP. The procedure for updating to SP2 is the same as outlined above.

  • When you're installing the latest version of Skype, it's possible you'll see an update failure and an error code 1603. This is caused by issues with installing files to the registry on your computer.



    To fix this error:
     

    Try completely uninstalling and reinstalling the latest version of Skype. If you still have issues:
     

    1. Visit this page to get the automated fix-it tool from Microsoft.



    2. Completely uninstall Skype from your computer.


    3. Click Run Now to run the fix-it tool.


    4. When the fix-it tool finishes, reinstall the latest version of Skype.

     

    If the error persists after you've tried the above steps, please share the details of your problem with our community.

  • To get up and running with Skype, you'll need a few basic things, like an internet connection (broadband is best); speakers and a microphone (mobile phones and most computers have these built in); a camera to make video calls (again, mobile phones and most computers have these); and of course, the Skype application on the device of your choice.



    The system requirements for running Skype on different operating systems are described below. Please make sure that your system meets these requirements, that your operating system is up to date, and that you have the most recent hardware drivers from the manufacturer installed before downloading the latest version of Skype.


     
    Skype for Computers

     
     
    Skype for Windows desktop

     
    Version Windows XP SP3 (32-bit version only)♦
    Windows Vista
    Windows 7 (32-bit and 64-bit versions supported)*
    Windows 8
    Windows 8.1
    Processor At least 1 GHz
    RAM At least 512 MB
    Additional software DirectX v9.0 or above
    * If you're using Windows 7 (SP1), upgrade your Internet Explorer to v11.
    ♦ If you're using Windows XP SP3, make sure you're using Internet Explorer 8 or above.



    Skype for Mac

     
    Version Mac OS X 10.6 Snow Leopard or higher*
    Processor At least 1 GHz Intel processor (Core 2 Duo)
    RAM At least 1 GB
    Additional software The latest version of QuickTime
     
    *To run the latest versions of Skype for Mac (Skype 7.0 or above), you need to run Mac OS X 10.9 or higher.


    Skype for Linux

     
    Version Ubuntu 10.04+
    Debian 6.0+
    Fedora 16+
    OpenSUSE 12.1+
    Processor At least 1 GHz
    RAM At least 256 MB
    Additional software Qt 4.6
    D-Bus 1.0.0
    libasound 1.0.18
     Pulse Audio 1.0 (required; Pulse Audio 4.0 is recommended for the best experience)
     BlueZ 4.0 (recommended)


    Skype for mobiles

    Skype for Android

     
    Version Android OS 2.3 and above*
    Hardware Varies with manufacturer♦
    Free Space At least 27 MB
    * To run the latest version of Skype for Android (Skype 5), you'll need to have Android OS version 4.0 or above. If you're running Android OS 2.3 and above, you can run Skype 4 for Android.

    ♦ You will also need to know what type of processor your device has. If you're not sure, check the device's user manual, or contact its manufacturer. For the following


    processors:
     
    ARMv7 processors (or processors capable of running its instruction set): Skype is fully supported.

    ARMv6 processors: Skype can run on these devices but video calling is not supported. Examples of ARMv6 processor devices: Samsung Galaxy Ace, HTC Wildfire.



    Skype for iOS

     
    Version iOS5 or above*
    Hardware iPhone 4
    iPhone 4s
    iPad 2
    iPad Air
    iPad Mini
    iPhone 5
    iPhone 5c
    iPhone 5s
    iPhone 6
    iPhone 6 Plus

    * To run the latest version of Skype for iOS (Skype 6), you'll need iOS7 or above. If you run iOS 5 or iOS 6, you can run Skype for iOS 4.17.3 (on iPhone) or Skype 4.18 (on iPad).


     
  • Automatic updates are the easiest way to keep of Skype for Windows desktop up-to-date. They’re turned on by default, but if you need to disable them:

     
    1. Sign in to Skype.


    2. In the menu bar, select Tools > Options....


    3. In the Advanced tab, select Automatic updates.


    4. Click Turn off automatic updates.


    5. Click Save.

     
     
    You can enable the automatic updates again whenever you like. Simply, click the Turn on automatic updates button under Advanced > Automatic updates.
  • When you try signing in to Skype for Windows desktop, you may sometimes get a blank blue screen displaying only the Skype logo. (You might also get a blank white screen if you're trying to sign in with a Microsoft account.)





    If you are experiencing this issue, the first step is to make sure you've upgraded to the most current version of Skype.



    If updating Skype doesn't solve the issue, try the following to resolve it:
     

    • Reset Internet Explorer settings

    • Create a shortcut for the Skype sign-in window

    • Run the LoginCleanup file

     

    Before proceeding further, make sure that:
     

    • You’ve updated your Windows operating system with the latest service packs and fixes.


    • You’ve updated your Internet Explorer to the latest version.


    • You’ve updated your Skype application to the latest version.


     

    Reset Internet Explorer settings
     

    Try resetting your Internet Explorer settings. You can do this easily by clicking the Reset Internet Explorer settings link on the Microsoft support webpage.

     

    Skype takes its browser settings from Internet Explorer, so you’ll need to reset its settings even if it’s not your primary browser.

     

    If you have uninstalled Internet Explorer, you will need to install its latest version and reset your settings.

     

    If this doesn't work, delete the contents of your Temporary Internet Files folder, by clicking the Fix this problem link on the Microsoft support webpage.


     

    Create a shortcut for the Skype sign-in window
     

    To create a shortcut for the Skype sign-in window, follow these steps*:
     

    1. Quit Skype. To do this, right-click the Skype icon in the system tray at the bottom right of the screen and select Quit.


    2. Right-click on your computer’s desktop and select New > Shortcut.


    3. In the Type the location of the item field, insert the following:

    "C:\Program Files\Skype\Phone\Skype.exe" /legacylogin

     

     or if you have a 64-bit operating system:


    "C:\Program Files (x86)\Skype\Phone\Skype.exe" /legacylogin



    4. Click Next.


    5. Give the shortcut a name, and click Finish.


    6. Double-click this shortcut and sign in with your Skype Name and password.
     

    *These instructions don’t apply, if you sign in to Skype with your Microsoft or Facebook account.


     

    Run the LoginCleanup file
     

    To be able to clean the login files on you machine, you will need to download and run (double-click) the Login Cleanup file. By choosing to downloading and run this tool you are accepting the associated End User License Agreement.
     

    Download the LoginCleanup file

     

    To run the LoginCleanup file:
     

    1. Click the Download button above.


    2. Click Open in the download dialog.

     



    3. In the folder that opens, double-click the LoginCleanup file.

     




    4. A Windows Security warning will appear. Click Run.





     
    5. The LoginCleanup file will run, close Skype, and restart Skype.



    6. Wait for Skype to restart and try logging in again.

  • Reinstalling or upgrading Skype can cause your firewall settings to become out of date. This can affect the quality of your audio calls.



    If you are using Windows Firewall, follow the instructions below to update your firewall settings. If you are not using Windows Firewall, please ensure that exceptions are not allowed and that Skype does not appear in any list of exceptions for your firewall. Refer to the documentation for your firewall program if you are unsure how to do this.



     
    Updating Windows Firewall in Windows 7


     
    To update your Windows Firewall settings in Windows Vista and Windows 7:



    1. Quit Skype.


    2. Click Start > Control Panel.


    3. Click System and Security. Click Windows Firewall and Advanced Settings.


    4. Select and right-click Inbound Rules and select New Rule to display the New Inbound Rule Wizard.


    5. Select Program and click Next.


    6. Select This program path and click Browse.


    7. Browse to the following folder, select the file Skype.exe and click Open.

    C:/Program Files/Skype/Phone/


    8. Click Next, tick Allow the connection and click Next.


    9. Ensure Domain, Private and Public are ticked and click Next.


    10. In the Name field, enter Rules for Skype.


    11. Click Finish. The new inbound rule is displayed in the list of inbound rules.


    12. Right-click Outbound Rules and select New Rule to display the New Outbound Rule Wizard.


    13. Repeat steps 5 to 11 to create a new outbound rule for Skype.


    14. Restart your computer.


    15. Sign in to Skype and make a test call.
  • To uninstall Skype for Windows desktop:



     
    1. Close Skype.

    • Right-click the Skype icon in the system tray (at the bottom right of the screen).

    • Choose Quit.



    2. Save your personal information (if required). Your contacts, purchases and account information are stored on our servers, but other personal files such as chat messages, voice messages and snapshots taken during video calls, are only saved on your computer. To keep this personal information, you need to make a copy of it.

     
    • On your keyboard, press the Windows key and R at the same time. The Run window opens.

    • Type %appdata%\skype and click OK.

    • Copy the Pictures folder and the folder with your Skype name to another location, such as your desktop.

     

    3. Uninstall Skype.

     
    • On your keyboard, press the Windows key and R at the same time. The Run window opens.

    • Type appwiz.cpl and click OK.

    • Select Skype from the list, right-click and select Remove or Uninstall.
  • The shared.xml file is a configuration file used by Skype. In certain situations, if you have contacted Skype Customer Service, you may be asked to delete this file.


    Unless you have been asked to do so by Skype Customer Service, DO NOT delete this file.



    To delete the shared.xml file:


     
    1. Make sure that Skype is no longer running.


    2. Click Start. (On Windows XP: Click Start, then click Run.)


    3. Type "%appdata%\skype" and click OK.


    4. Locate and delete the shared.xml file.



     
    5. The file may be displayed as “shared” if file extensions are not displayed on your computer.


    If you cannot find the file:
     
    1. Click Start. (On Windows XP: Click Start, then click Run.)

    2. Type "control folders" and click OK.

    3. In the View tab, select Show hidden files and folders and click OK.


     
    4. Follow the instructions to locate the file.
  • The quickest way to close Skype is to right-click the Skype icon displayed in the system tray at the bottom right of the screen and select Quit.



     


    To make sure that Skype is no longer running, check that all Skype processes have been closed:



     
    1. Press CTRL+ALT+DELETE.


    2. Click Task Manager.


    3. In the Processes tab, search for any entry beginning with the word "Skype". For example, Skype.exe and SkypePM.exe.


     

    4. Highlight the entry beginning with "Skype" and click End Task.


    5. Click Yes to end the process.


    6. Repeat until all Skype processes have been closed.
  • First, try a simple uninstall and reinstall of Skype to see if that fixes the problems you’re having.

     Before you uninstall, however, it's a good idea to back up your Skype history file so you can restore it later.



     
    To uninstall and reinstall Skype:


    1. Close Skype and make sure that Skype is no longer running.



    2. On your keyboard, press the Windows and R keys to open the Run dialog.


    3. Type appwiz.cpl and click OK.




    4. Right-click Skype that appears in the list and select Remove or Uninstall.




     

    5. Download and install the latest version of Skype.


    If a simple uninstall and reinstall doesn't solve the problem you're having, you can completely uninstall and then reinstall Skype for Windows desktop by following the steps below. Note that by completely uninstalling, you might lose your account settings and chat history.
    To completely uninstall and reinstall Skype for Windows desktop


    The following steps work for Windows XP, Windows Vista, Windows 7, and Windows 8 and above.

     
    1. Close Skype and make sure that Skype is no longer running.




    2. If you need to, save your personal information. Your contacts, purchases and account information are stored on our servers, but other personal files such as chat messages, voice messages and video snapshots taken during video calls, are only saved on your computer. To keep this personal information, you need to make a copy of it:

     
    1) On your keyboard, press the Windows and R keys to open the Run dialog.


    2) Type %appdata%\skype and click OK.


     

    3) Copy the My Skype Received Files folder and the folder with your Skype Name to another location, such as your desktop.



     
    3. Uninstall Skype.

     
    1) On your keyboard, press the Windows and R keys to open the Run dialog.


    2) Type appwiz.cpl and click OK.



     
    3) Right-click Skype in the list that appears and select Remove or Uninstall.




     
     

    4. Delete the Skype application folder:

     
    1) On your keyboard, press the Windows and R keys to open the Run dialog.


    2) Type %appdata% and click OK.


    3) Delete the Skype folder.


     

    5. Make sure that the Skype program folder has been deleted:

     
    1) Go to C:\Program Files (in Windows 8 and above, go to C:\Program Files (x86)).


    2) Delete the Skype folder and the SkypePM folder (if present).
     


    6. Delete any Skype entries from the Registry:

     
    Warning: Serious problems might occur if you modify the Registry incorrectly. Therefore, make sure that you follow these steps carefully. To be safe, it's a good idea to back up your Registry before making any changes. Click here for information on backing up your Registry.


    1) On your keyboard, press the Windows and R keys to open the Run dialog.


    2) Type regedit and click OK. This launches the Registry Editor.


    3) In the Registry Editor's Edit menu, click Find.



     
    4) Search for the keyword Skype and click Find Next.


     

    5) Use right-click to delete all the search results (there can be up to 50).




    7. Download and install the latest version of Skype and installing Skype.




    8. Restore your personal information if you saved it:

     
    1) Make sure Skype is not running. To close Skype from the taskbar, right-click the Skype status icon and select Quit.


    2) On your keyboard, press the Windows and R keys to open the Run dialog.


    3) Type %appdata%\skype and click OK.


    4) Copy the two folders you previously saved into this folder.


    Reinstalling Skype can cause your firewall settings to become out of date. This can affect the quality of your audio calls.

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