Troubleshooting basics for Lync Online and Office Communicator in Office 365 Dedicated

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Article ID: 2649420 - View products that this article applies to.
This document describes the troubleshooting basics for Lync Online and Office Communicator in Microsoft Office 365 Dedicated.
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Process to follow for common scenarios

  • If a user cannot sign in to Communicator or Lync, see the following Microsoft Knowledge Base (KB) article:
    2514437 Users can't sign in to Communicator or Lync in Office 365 Dedicated
  • For requests to update the SIP address, see the following KB article:
    2643097 Cannot update SIP address in Office 365 Dedicated  
  • For Outlook/Lync integration issues, see the following KB article:
    2000886 Communicator or Lync generates an Outlook integration error
  • For Outlook Web App (OWA) issues, see the following KB article:
    2617097 You cannot start or receive a Lync chat through OWA in Office 365 dedicated or ITAR
  • For other issues, see the following KB article:
    Lync or Office Communications Online Client Matrix

Escalation instructions

If the information under the "Process to follow for common scenarios" section does not contain a solution for the issue in question, contact Microsoft Online Services Support by online submission or by telephone. The following information is required for all Lync cases:
  1. Make sure that you provide the following files:
    • The .uccapi and .etl log files. The files are taken when the issue is reproduced.
    • A Network Monitor (NetMon) capture. The NetMon capture must be taken at the same time as the .uccapi and .etl log that are obtained.
  2. If you don't provide the files that are mentioned in step 1, the service request will be rejected. However, there are some exceptions. They are as follows:  
    • Contacts and discretionary access control list (DACL) or system access control list (SACL) restore requests 
    • Requests to update session initiation protocol (SIP) addresses (for example, if mail addresses are changed)
    • OWA Lync IM issues
    • Lync logon issues that are related to incorrect or incomplete provisioning

      Note If Lync provisioning is verified to be complete and the user cannot log on, logs will be required.

Logging instructions

  • If you are unsure about how to collect the log files or the NetMon capture, take one of the following actions: 
    • For Communicator/Lync log files in Windows, see the following KB article: 
      2604292 How to collect log files from Office Communicator Client and Lync Client
    • For Lync log files on mobile, see the following KB article:
      2837185 How to troubleshoot the Lync mobile client in Office 365 dedicated
    • For general Network Monitor information, see the following KB article: 
      2573377 Collect Network Monitor trace files for Lync/Communicator escalations
  • To collect configuration information from Communicator, see the following KB article:
    3026442 How to use the Configuration Information feature in Office Communicator R2 and Lync 2010 and 2013 clients

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Article ID: 2649420 - Last Review: April 9, 2015 - Revision: 16.0
Applies to
  • Microsoft Business Productivity Online Dedicated
  • Microsoft Business Productivity Online Suite Federal
  • Microsoft Office Communicator 2007
  • Microsoft Office Communicator 2007 R2
vkbportal226 KB2649420

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