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How to use logging to troubleshoot Lync 2010 installation issues in an Office 365 pre-upgrade environment
Article ID: 2437044 - 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?
This article describes some common Microsoft Lync 2010 installation issues in a Microsoft Office 365 pre-upgrade environment. It also describes how to enable the Lync 2010 logging feature.
Note You must remove Microsoft Office Communicator 2007 or Microsoft Office Communicator 2007 R2 before you install Lync 2010. Otherwise, Communicator will be removed during the Lync 2010 installation process.
Scenario 1: Lync 2010 isn't installed or doesn't startTo resolve this issue, you must remove and then reinstall Lync 2010. To do this, follow these steps:
Scenario 2: "Cannot open the program because Microsoft Lync 2010 is already running on your Windows user account" error messageTo resolve this issue, close all running instances of Lync 2010. If other users on the same computer are logged on to Lync, those users must log off and exit Lync. This is because only one instance of Lync can be running at a time.
Lync 2010 setup loggingLogging can be used to collect more information about Lync 2010 issues. The two kinds of log files that can help with installation issues are as follows:
(http://support.microsoft.com/kb/223300/ )How to Enable Windows Installer Logging (Windows Vista, Windows 7, and Windows 8)
(http://support.microsoft.com/kb/314852/ )How to Enable Windows Installer Loggings in Windows XP
Note After you enable logging, you should reverse your changes or use the Microsoft Fix it that's included in these articles to disable logging.
After you try to install Lync, you should collect the log files from the following locations and then contact Microsoft Office 365 technical support:
Still need help? Go to the Office 365 Community
Article ID: 2437044 - Last Review: February 27, 2013 - Revision: 38.0