SummaryThis document describes the troubleshooting basics for Lync Online in Microsoft Office 365 Dedicated.
Process to follow for common scenarios
- If a user cannot sign in to Communicator, Lync, or Skype for Business, see the following Microsoft Knowledge Base (KB) article:
Users can't sign in to Communicator, Lync or Skype for Business in Office 365 Dedicated
- For requests to update the SIP address, see the following KB article:
Cannot update SIP address in Office 365 Dedicated
- For Outlook/Lync integration issues, see the following KB article:
Communicator or Lync generates an Outlook integration error
- For Outlook Web App (OWA) issues, see the following KB article:
You cannot start or receive a Lync chat through OWA in Office 365 dedicated or ITAR
- For other issues, see the following KB article:
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:
- 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.
- 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.
- If you are unsure about how to collect the log files or the NetMon capture, take one of the following actions:
- For Communicator/Lync/Skype for Business log files in Windows, see the following KB article:
How to collect log files from Office Communicator, Lync, and Skype for Business Client
- For Lync log files on mobile, see the following KB article:
How to troubleshoot the Lync mobile client in Office 365 dedicated
- For general Network Monitor information, see the following KB article:
Collect Network Monitor trace files for Lync/Communicator escalations
- To collect configuration information from Communicator, Lync, or Skype for Business, see the following KB article:
How to use the Configuration Information feature in Office Communicator R2, Lync 2010, Lync 2013 or Skype for Business clients
Article ID: 2649420 - Last Review: May 1, 2015 - Revision: 17.0
- Microsoft Business Productivity Online Dedicated
- Microsoft Business Productivity Online Suite Federal
- Microsoft Office Communicator 2007
- Microsoft Office Communicator 2007 R2
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