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Article ID: 2541980 - Last Review: July 21, 2014 - Revision: 62.0

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INTRODUCTION

This guide should be used to help troubleshoot and diagnose Microsoft Lync Online sign-in and authentication issues. If Lync Online users are receiving a specific error message, see the Lync Online sign-in error messages table in the “More Information” section for the best recommended strategy.

PROCEDURE

The "Lync Online Sign-In Guided Walkthroughs" help with identifying and resolving the main causes of sign-in issues. Before you read any further in this article or contact Technical Support, you should consult one of the following guided walkthroughs. To do this, click the appropriate link:Generally, Lync Online sign-in problems can be broken up into four categories:
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CategoryIssuePossible causes
Computer or Lync client issuesThese issues typically occur for a specific user or for a small group of users who have similarly configured computers or devices.Out-of-date client version, missing operating system or product hotfix, out-of-sync computer clock, incorrect cached credentials
Authentication and provisioning issuesThese issues typically occur for specific kinds of users (for example, federated users or users who are on a specific domain) or for a specific user who may not be entering his or her sign-in address or password correctly.Incorrect password or sign-in address, unlicensed user, Active Directory Federation Services (AD FS) not working correctly
Networking issuesThese problems can affect large groups of users at a specific site or network location. They can also affect users who have a specific domain.Domain Name System (DNS) for AutoDiscover not set up, proxy or firewall exceptions
Service-related issuesTypically, during service-related issues, all users in a tenant are affected, but not always. Service-related issues can affect certain kinds of users (for example, users in a specific geographic region or users on a specific Lync server).Lync Online service down, tenant subscription expired, Azure AD Authentication service down
If the guided walkthrough doesn’t resolve the sign-in issue, review the table in the following section for explanations and common resolutions to each error message. Additional resources for specific sign-in related issues are also listed later in this article.

MORE INFORMATION

Lync Online sign-in error messages


After you scope the problem by using the table that appears in the "Procedure" section, use either the Error message or Type column in the following table to narrow the troubleshooting steps.
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Error messageCauseTypeResolution
The server is temporarily unavailable.
or
We're having trouble connecting to the server. If this continues, please contact your support team.
No DNS record found, or Lync server isn't responding.NetworkAdmins: Verify the Lync AutoDiscover DNS records.

Lync users: Manually configure the Lync client as a temporary workaround. *
Lync couldn’t find a Lync Server for contoso.com. There might be an issue with the Domain Name System (DNS) configuration for your domain.
No DNS record. AutoDiscover fails.NetworkLync admins: Verify the Lync AutoDiscover DNS records.

Lync users: Manually configure the Lync client as a temporary workaround. *
You may have entered your sign-in address, user name, or password incorrectly, or the authentication service may be incompatible with this version of the program.
Wrong version of the Lync 2010 or Lync 2013 client.Client Verify that the Lync client is up to date and that the credentials are entered correctly. *
To sign in, additional software is required. Download and install now?
The Microsoft Online Services Sign-In Assistant isn't installed on the computer that has Lync 2010 installed.Client Run Office 365 Desktop Setup, or install the latest version of the Microsoft Online Services Sign-In Assistant. *
Cannot sign in to Lync because your computer clock is not set correctly. To check your computer clock settings, open Date and Time in the Control Panel.
The time or date is set incorrectly on the device.ClientThe system time or date is more than five minutes off from the time or date of the Lync server. *
There was a problem acquiring a personal certificate required to sign in. If the problem continues, please contact your support team.
Cached certificate or credentials are expired or corrupted.Client Clear cached credentials and certificates. Flush DNS. *
Sign-in address was not found.
User isn't licensed for Lync Online.AuthenticationVerify that the user is licensed for Lync Online. Verify that the sign-in address (SIP) is entered correctly. *
The username, password or domain appears to be incorrect.
Wrong user name, sign-in address, or passwordAuthenticationVerify that the SIP is correct. Check for a disjointed SIP or UPN scenario.
The server is not responding or cannot be reached. Sign-in may be delayed while we retry the connection.
Can't contact the authentication service. AD FS 2.0 or Azure AD isn't available.AuthenticationLync admins: Verify AD FS capabilities.
There was a problem verifying the certificate from the server. Sign-in may be delayed while we retry the connection.
Can't verify the certificate chain from the AD FS 2.0 server.AuthenticationLync admins: Verify that clients have trusted root certification authority (CA) installed.
Note The resolutions that are marked with an asterisk (*) are included in the guided walkthrough.

Lync Online sign-in resources

Resources and solutions for Lync Online users

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  • Office.com (http://office.microsoft.com/redir/HA102758577.aspx) Troubleshooting Lync Online Sign-in Errors
  • 2629861  (http://support.microsoft.com/kb/2629861/ ) Troubleshoot sign-in issues with Lync for Mac 2011
  • 2531068  (http://support.microsoft.com/kb/2531068/ ) "Lync cannot verify that the server is trusted for your sign-in address." message when you sign in to Lync 2010 by authenticating to Lync Online
  • 2459899  (http://support.microsoft.com/kb/2459899/ ) Lync 2010 requires additional software to sign in to Lync Online
  • 2604176  (http://support.microsoft.com/kb/2604176/ ) After a server-side operation or update, Lync Online users can’t sign in because of certificate-related errors
  • 2868219  (http://support.microsoft.com/kb/2868219/ ) "You can’t sign-in with this version of Lync. Please install Lync 2010" error after Lync Mobile 2013 is installed
  • 2581291  (http://support.microsoft.com/kb/2581291/ ) Lync Online sign-in error if settings such as the computer time, date, user name, and password are incorrect
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Resources and solutions for Lync Online admins

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  • Office.com (http://office.microsoft.com/redir/HA102759022.aspx) Troubleshooting Lync Sign-in Errors (Administrators)
  • 2705378  (http://support.microsoft.com/kb/2705378/ ) Error message when you try to sign in to Lync Online: "Cannot sign in to Lync because this sign-in address was not found"
  • 2757450  (http://support.microsoft.com/kb/2757450/ ) Users can't sign in to Lync Online in a hybrid deployment of Lync Server 2013
  • 2839539  (http://support.microsoft.com/kb/2839539/ ) Enterprise single sign-on users in Office 365 can't sign in to Lync Online from inside their corporate network
  • 2636329  (http://support.microsoft.com/kb/2636329/ ) "Cannot connect to the server" error message when Lync Online users try to sign in to the Lync 2010 mobile client on a mobile device
  • 2806012  (http://support.microsoft.com/kb/2806012/ ) Users can't sign in to Lync Online by using Lync Mobile 2013
  • 2526143  (http://support.microsoft.com/kb/2526143/ ) You can't sign in to Lync Online by using a domain that is configured for full redelegation
  • 2866501  (http://support.microsoft.com/kb/2866501/ ) "Can't connect to the server" error message when a Lync Online user tries to sign in to Lync Mobile 2010 on Windows Phone 7
  • 2773530  (http://support.microsoft.com/kb/2773530/ ) Users can't sign in to Lync Mobile on Apple iOS-based devices because of certificate errors
  • 2566790  (http://support.microsoft.com/kb/2566790/ ) Troubleshooting Lync Online DNS configuration issues in Office 365
  • 2769142  (http://support.microsoft.com/kb/2769142/ ) Lync 2013 or Lync 2010 can't connect to the Lync Online service because a proxy is blocking connections from MSOIDSVC.exe
  • 2409256  (http://support.microsoft.com/kb/2409256/ ) You can't connect to Lync Online, or certain features don't work, because an on-premises firewall blocks the connection
  • 2430520  (http://support.microsoft.com/kb/2430520/ ) Error in the Office 365 portal: "Value of msRTCSIP-PrimaryUserAddress or the SIP address in the ProxyAddresses field in your local Active Directory is not unique"
  • 2254265  (http://support.microsoft.com/kb/2254265/ ) The "500" error code is returned when you send an HTTP SOAP request to the "/adfs/services/trust/mex" endpoint on a computer that is running Windows Server 2008 R2 or Windows Server 2008
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Still need help? Go to the Office 365 Community (http://community.office365.com/) website.

Applies to
  • Microsoft Lync Online
Keywords: 
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