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?
(http://office.microsoft.com/redir/HA103982331.aspx)
Expand all | Collapse all

On This Page

INTRODUCTION

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.
Back to the top | Give Feedback

PROCEDURE

Scenario 1: Lync 2010 isn't installed or doesn't start

To resolve this issue, you must remove and then reinstall Lync 2010. To do this, follow these steps:
  1. Click Start, and then click Control Panel.
  2. Click Programs and Features or Add or Remove Programs, select Microsoft Lync 2010, and then click Uninstall.
  3. Restart the computer.
  4. Exit all Microsoft Office applications.
  5. Close all other instant message (IM) clients, such as Windows Live Messenger, Yahoo! Messenger, and AOL Instant Messenger.
  6. Reinstall Lync 2010 from the Microsoft Office 365 portal.

Scenario 2: "Cannot open the program because Microsoft Lync 2010 is already running on your Windows user account" error message

To 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 logging

Logging 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:
  • Lync setup logs. These logs record Windows Installer errors that occur during setup.
  • Windows Installer (MSI) log files
In this instance, we are mainly concerned with the setup logs that were mentioned earlier. The setup logs can be useful for troubleshooting installation and setup issues with Lync 2010. Because the Lync 2010 setup package is an MSI, MSI logging can be enabled to help diagnose the issue. Before you try to install Lync 2010, enable MSI logging by following the steps in the following articles in the Microsoft Knowledge Base:
223300
(http://support.microsoft.com/kb/223300/ )
How to Enable Windows Installer Logging (Windows Vista, Windows 7, and Windows 8)
314852
(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:
  • %temp%: Collect logs that begin with "MSI" and end with ".log." The file names are random. However, the newest logs should correspond to your most recent installation attempt.
  • %userprofile%\tracing: Collect the following files:
    • Lync-Setup-0.Setuplog
    • OCBoot.txt
    • Lync162159.txt.

      Note The file name for this file may change.
The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, about the performance or reliability of these products.
Back to the top | Give Feedback

Still need help? Go to the Office 365 Community
(http://community.office365.com/)
website.
Back to the top | Give Feedback

Properties

Article ID: 2437044 - Last Review: February 27, 2013 - Revision: 38.0
Applies to
  • Microsoft Office 365 for enterprises (pre-upgrade)
  • Microsoft Office 365 for small businesses  (pre-upgrade)
  • Microsoft Office 365 for education  (pre-upgrade)
  • Microsoft Lync Online
Keywords: 
o365062011 pre-upgrade o365 o365e o365p o365a o365m kb3rdparty KB2437044
Back to the top | Give Feedback

Give Feedback

 
Back to the topBack to the top