Troubleshooting basics for Lync Online 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 Microsoft Lync Online in Microsoft Office 365 Dedicated.
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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:
    2514437 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:
    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

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. These files are taken when the issue is reproduced.

      Note The context of the issue that is reproduced in the logs is important. Please specify the target user, the time frame, and the steps that were taken while the issue was reproduced and logging was enabled. A Problem Steps Recorder (PSR) report that describes in detail the process and experience of the issue while logging was being performed is also very helpful.
  2. If you don't provide the files that are mentioned in step 1, the service request will be rejected in most cases. 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 and issues with Phone audio (Please provide specific phone numbers or conference URLs that are involved.)
    • Lync logon issues that are related to incorrect or incomplete provisioning

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

Logging instructions

  • If you are unsure about how to collect the log files or the Network Monitor capture, take one of the following actions:
    • For Communicator/Lync/Skype for Business log files in Windows, see the following KB article:
      2604292 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:
      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, Lync, or Skype for Business, see the following KB article:
    3026442 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: November 16, 2015 - Revision: 19.1
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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