You cannot sign in to Communicator or Lync in Office 365 Dedicated

Article translations Article translations
Article ID: 2000653 - View products that this article applies to.
Expand all | Collapse all

Symptoms

You cannot sign in to Microsoft Office Communicator or Microsoft Lync in Microsoft Office 365 Dedicated, and you may receive the following error messages:

Microsoft Office Communicator error message:

Cannot sign in to Communicator because the sign-in address was not found. Please verify the sign-in address and try again. If the problem persists, contact your system administrator.

Microsoft Lync error message:

Cannot sign in to Lync because the sign-in address was not found. Please verify the sign-in address and try again. If the problem persists, contact your system administrator.

Note Although this article may be relevant to several deployment scenarios for Microsoft Office Communicator or Lync, this article is focused on this issue in the deployment of Office 365 Dedicated.

Cause

This problem may be caused by the following:

  • The user is not entitled for Lync Online Dedicated.
  • The user is not using the correct sign-in address.

Resolution

Entitlement

Microsoft Managed Services Service Provisioning Provider (MMSSPP) provisions managed-account objects for Lync Online Dedicated. Customers use an entitlement attribute (for example, extensionattribute5) in their Active Directory Domain Services to signal MMSSPP to provision that object for Lync Online Dedicated. The extensionAttribute is specific to each customer.

Important If you are unsure which attribute that your company uses for Lync Online Dedicated entitlement, contact your Subject Matter Expert (SME) or your Microsoft Service Delivery Manager (SDM) for clarification.

The first step in troubleshooting an authentication issue is to determine whether the user is entitled for the service. If the user is not entitled for Lync Online Dedicated, continue to troubleshoot by using the following guidelines. 


Sign-in address

Verify that the user is using the correct sign-in address and associated domain credentials when the user signs in to Lync Online Dedicated. Typically, the user's sign-in address is the same as the user's email address. However, there are exceptions, and these exceptions are explained in the following: 

  1. The user's email address suffix differs from the supported Session Initiation Protocol (SIP) domain.

    Example 1
    Supported SIP Domain = fabrikam.com
    User's email address = Joe.User@contoso.com
    Lync Online Dedicated sign-in address = Joe.User@fabrikam.com

  2. The user does not have a unique mail prefix.

    Example 2
    Supported SIP Domain = fabrikam.com
    UserA's email address = Joe.User@contoso.com
    UserB's email address = Joe.User@fabrikam.com
    UserA's Lync Online Dedicated sign-in address = Joe.User@fabrikam.com
    UserB's Lync Online Dedicated sign-in address = Joe.User2@fabrikam.com

    In this situation, the first user to be provisioned for Lync Online Dedicated in the supported SIP domain receives the standard sign-in address. All later users who are provisioned and who have the same email prefix receive incremental sign-in addresses. For example, see UserB's sign-in address (Joe.User2@fabrikam.com) in Example 2.

Properties

Article ID: 2000653 - Last Review: April 10, 2013 - Revision: 16.0
Applies to
  • Microsoft Business Productivity Online Dedicated, when used with:
    • Microsoft Office Communicator 2007
    • Microsoft Office Communicator 2007 R2
  • Microsoft Office Communications Online Dedicated
  • Microsoft Business Productivity Online Suite Federal, when used with:
    • Microsoft Lync 2010
Keywords: 
KB2000653

Give Feedback

 

Contact us for more help

Contact us for more help
Connect with Answer Desk for expert help.
Get more support from smallbusiness.support.microsoft.com