Select the product you need help with
- Internet Explorer
- Windows Phone
- More products
Lync Online users can't communicate with external contacts
Article ID: 2392146 - View products that this article applies to.
Not sure what release of Office 365 you're using? Go to the following Microsoft website:
Am I using Office 365 after the service upgrade?
You experience one of the following symptoms in Microsoft Lync Online:
The first step to resolve issues that affect Lync Online is to scope the issue appropriately. The following table will help determine what the most likely cause of the issue is, depending on the type and number of contacts that are affected.
Collapse this tableExpand this table
Configuring external communications for Lync OnlineOffice 365 enterprise and academic customers can configure individual access options for the following external contacts on both an organization and user level:
For help configuring external communications for your organization, go to the following Microsoft websites:
Both external contacts have to be added to one another’s contact lists, and they must have the appropriate permissions. For more information, go to the following Microsoft websites:
Generally for troubleshooting, if two external contacts have problems communicating, they should both completely remove the other contact from their own contact list. Re-add the external contact and then verify that notifications are being sent and accepted by each contact involved.
If you're trying to communicate with Skype users, make sure that the Skype users have upgraded to the latest client on Windows (version 6.3 or a later version).
Resolving permissions issues between domainsIf your Lync Online users can't communicate with all external contacts from a specific domain, this problem might occur for either of the following reasons:
If the external contact’s organization hasn't been configured for federation with Lync Online, go to the following TechNet website:
Configuring Federation Support for a Lync Online Customer
After you verify that federation is configured correctly for the external contact’s domain, Office 365 for enterprises customers should examine the Lync Control Panel or Lync Admin Center to make sure that the external contact’s domain is either on the allowed list of domains or not on the blocked list of domains. For guidance about how to configure external communications with other organizations, view the following Microsoft website:
Configure external communications
Contacts that don't use the standard domains for Microsoft Messenger, such as live.com, outlook.com, msn.com or Hotmail.com, must be added to Lync by using a special format. For information about how to add external contacts in this manner, go to the following article in the Microsoft Knowledge Base:
(http://support.microsoft.com/kb/2566829/ )Lync users can't communicate with external contacts who have Microsoft accounts that have a custom (EASI) domain
(http://support.microsoft.com/kb/2566790/ )Troubleshooting Lync Online DNS configuration issues in Office 365
These issues occur because external communications in Lync Online may be turned off or incorrectly configured. Or, if the external contact is a member of another Lync Server or Office Communications Server organization, external access may also be configured incorrectly.
Note Federation with Skype isn't supported at this time. However, external contacts who have Microsoft accounts can log on to the Skype client instead of to Microsoft Messenger. Federation with Microsoft accounts is still supported, whether the external contacts use Microsoft Messenger or the Skype client. After an external contact who has a Microsoft account logs into Skype, the user will no longer be able to use video conferencing.
Video: Troubleshooting Lync Online Public IM Connectivity in Office 365 for Enterprises
Collapse this imageExpand this image
Collapse this imageExpand this image
Still need help? Go to the Office 365 Community
Article ID: 2392146 - Last Review: May 15, 2013 - Revision: 42.0