Article ID: 2423848 - Last Review: November 7, 2011 - Revision: 25.0

Troubleshoot issues that occur when users try to join a Lync Online meeting by using Lync 2010

View products that this article applies to.
System TipThis article applies to a different operating system than the one you are using. Article content that may not be relevant to you is disabled.

On This Page

Expand all | Collapse all

SYMPTOMS

Symptom 1

When you try to click the Join Online Meeting link in a meeting invitation in Microsoft Lync Online, you receive one of the following error messages in Internet Explorer:
  • Page not found.
  • Page cannot be displayed.
Back to the top

Symptom 2

When you click the Join Online Meeting link in a meeting invitation, a File Open dialog box appears. Additionally, Lync Online does not start the online meeting.

Back to the top

Symptom 3

When Lync Online tries to start an online meeting, the client program stops responding (freezes).

Back to the top

Symptom 4

When you try to click the Join Online Meeting link in a meeting invitation, you are repeatedly presented with a security warning and cannot join the meeting.

Back to the top

Symptom 5

When you try to join a Lync conference that is organized by another company, the Lync Online user receives the following error message:

reference ID 43 (source ID 241)


Back to the top

RESOLUTION

 Troubleshoot symptom 1  

  1. Verify that the computer is connected to the network. Determine whether the computer can access other websites.
  2. Ping the Join Launcher at the meet.lync.com URL.
Back to the top

Troubleshoot symptom 2

  1. Verify that Lync Online is the default program that is used to open .ocsmeet files. To do this, follow these steps:
    1. Click Start, click Control Panel, and then click Default Programs.
    2. Click Associate a file type or protocol with a program.
    3. Scroll down to .ocsmeet, and then verify that Microsoft Lync 2010 is selected as the Current Default.
  2. If step 1 does not resolve the issue, uninstall and then reinstall Lync 2010 from the Office 365 portal.

Back to the top

Troubleshoot symptom 3

  1. Run Office 365 Desktop Setup, and then verify that all the required updates are installed.
  2. Run Windows Update, and then verify that all optional hardware updates are installed. Specifically, make sure that video, audio, and network drivers are up to date.
  3. Uninstall and then reinstall Lync 2010 from the Office 365 portal.
  4. If the issue remains unresolved, collect MOSDAL logs, and then escalate.

Troubleshoot symptom 4

  1. Verify that the user has the correct certificates in Certificate Manager.
    1. Open Windows Certificate Manager. To do this, click Start, click Run, type certmgr.msc, and then click OK.
    2. Expand Personal, and then expand Certificates.
    3. Sort by the IssuedBy column, and then look for a certificate that is issued by Communications Server.
    4. Verify that the certificate is present and that it is not expired.
    5. Delete the certificate and try to sign in to Lync Online. If you cannot sign in to Lync Online, continue to step 2.
  2. To remove the user’s Lync Online credentials from the Windows Credential Manager, follow these steps:
    1. Click Start, click Control Panel, and then click Credential Manager.
    2. Locate the set of credentials that are used to connect to Lync Online.
    3. Expand the set of credentials, and then select Remove from Vault.
    4. Try to sign in to Lync Online, and type the new set of credentials.
  3. Lync Online falls back to "anonymous join" if it cannot authenticate. As long as anonymous participants are not explicitly blocked from joining the meeting, they should always be able to join the meeting.

Back to the top

Troubleshoot symptom 5

When Lync Online users try to join meetings that are organized by other companies, whether they are other Lync Online tenants or an on-premises Office Communications Server (OCS)/Lync deployment, domain federation must be configured correctly on both sides to allow companies to communicate back and forth with each other.

Back to the top

Join meetings by using the Lync Web App

If these troubleshooting steps do not resolve the issue, and if joining the meeting immediately is a bigger concern, join the meeting by using the Lync Web App. To do this, follow these steps: 
  1. Copy the Join URL from the meeting invite, and then paste it into Internet Explorer.
  2. Add "?sl=1" to the end of the URL, and then press Enter.

    Note You must have Silverlight installed to use the advanced features of the Lync Web App.
Back to the top
APPLIES TO
  • Microsoft Office 365 for enterprises
  • Microsoft Office 365 for small businesses
Back to the top
Keywords: 
vkbportal231 bposs o365 vkbportal237 vkbportal107 vkbportal230 KB2423848
Back to the top