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INTRODUCTION

This article contains information about how to troubleshoot Microsoft Lync for Mac issues in Microsoft Lync Online. It also discusses how to sign in to Lync Online by using Lync for Mac and how to collect log files and system information for Lync for Mac issues.

PROCEDURE

Before you troubleshoot

First, make sure that users follow the correct steps when they sign in to Lync Online. If users are signing in to Lync Online correctly and the issue persists, use one or more of the other methods later in this article to troubleshoot the issue, as appropriate for your situation.

Note To connect Lync for Mac 2011 to Lync Online in Office 365, you must have Lync for Mac version 14.0.6 or a later version installed. If you use a version that's earlier than version 14.0.6, you may have problems when you sign in to Lync Online because earlier versions have issues that prevent authentication to Lync Online. You can find the latest update at the following Microsoft website:
Update for Lync for Mac 2011

Make sure that users follow the correct steps when they sign in to Lync Online

To sign in to Lync Online by using Lync for Mac, users should follow these steps:
  1. Start Lync for Mac.
  2. Enter your email address, user ID, and password.
  3. Next to Sign in as, select the presence status that you want to display after you sign in.
  4. If you want to save your credentials, click to select the Remember my password check box. Your credentials will be saved in the Mac OS Keychain and will work until the next time that your password changes or expires.
  5. To configure additional options for connecting to Lync Online, click Advanced. You can configure the following options:
    • Automatic Configuration: In most cases, this is the correct setting. If the necessary DNS records are present and automatic configuration isn't working, try Manual Configuration.
    • Manual Configuration: Select this option if automatic configuration is failing, and specify the following values:
      • Internal server name: sipdir.online.lync.com:443
      • External server name: sipdir.online.lync.com:443

    • Kerberos authentication: Leave this option cleared. Office 365 uses the Microsoft Azure AD authentication system for authentication.

If you still aren't able to sign in

The following table describes error messages that may occur when users sign in or use Lync for Mac with Lync Online.
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ErrorCauseTypeResolution
The service might not be available, or you might not be connected to the Internet. Make sure the server is available. Also, make sure your network connection cable is securely connected.
This issue may occur if Lync can’t detect a suitable Lync Server.
Client
To troubleshoot this issue, see the Make sure that users follow the correct steps when they sign in to Lync Online section.
Lync was unable to sign in. Please verify your logon credentials and try again. If the problem continues, please contact your support team.
Various causes.ClientTo troubleshoot this issue, see the section.
The user name, password, or domain appears to be incorrect. Ensure that you entered them correctly. If the problem continues, please contact your support team.
This issue may occur in scenarios in which a federated user tries to sign in, and this user has a password that's longer than 16 characters. User AccountTo troubleshoot this issue, see the Federated users synchronized from on-premises Active Directory Domain Services can't sign in by using a password that's longer than 16 characters section.
EXC_BAD_ACCESS
This issue may occur if Lync for Mac tries to integrate or schedule meetings with an Exchange mailbox that isn't hosted in Exchange Online. ClientTo troubleshoot this issue, see the Lync for Mac crashes, and the user receives an "EXC_BAD_ACCESS" error section.

Troubleshoot Lync for Mac issues

Use one or more of the following methods, as appropriate for your situation.

Users may be unable to sign in unless they first use an incorrect sign-in address

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  1. Try to sign in to Lync Online by using an incorrect sign-in address. That is, a sign-in address that you know won't work. For example, \EmailAddress @contoso.com.

    Note When you do this, sign-in will fail. This is expected behavior.
  2. After the sign-in fails, sign in by using the correct sign-in address. For example, EmailAddress@contoso.com.
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If Lync for Mac stops working after an Internet connectivity issue, flush the DNS cache

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To flush the DNS cache, do one of the following, depending on the version of Mac OS that you're running:
  • If you're running Mac OS X 10.5, Mac OS X 10.6, or Mac OS X 10.7 Lion, start Terminal, and then run the following command:
    dscacheutil -flushcache
  • If you're running Mac OS X 10.4 Tiger, start Terminal, and then run the following command:
    lookupd -flushcache
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Clear cached data and corrupted certificates in Lync

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First, delete the following folders:
  • Users/Home Folder/Library/Caches/com.microsoft.Lync
  • Users/Home Folder/Documents/Microsoft User Data/Microsoft Lync History
Then, delete any corrupted or cached certificates. To do this, follow these steps:
  1. Open the Keychain Access certificate management utility. To do this, in Finder, click Applications, click Utilities, and then click Keychain Access. Or, search for Keychain Access by using Spotlight.
  2. In the left pane, click login, and then click Certificates.
  3. In the right pane, find a certificate that's named Unknown or Communications Server, select it, and then delete it.

    Note You may have to unlock your keychain by using your password.
  4. Close Keychain Access.
  5. Restart Lync for Mac.

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Federated users synchronized from on-premises Active Directory Domain Services can't sign in by using a password that's longer than 16 characters

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Organizations that have on-premises customer password policies may allow for passwords to exceed 16 characters. By default, the password policy in Office 365 restricts passwords to 16 characters or less. Because of the Windows Challenge/Response (NTLM) authentication mechanism in the Mac OS, passwords that are longer than 16 characters aren't recognized correctly, and this causes sign-in to fail.

To work around this issue, the user should change his or her password to be 16 characters or less.

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Lync for Mac crashes, and the user receives an "EXC_BAD_ACCESS" error

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This error message usually occurs when Lync for Mac tries to integrate or schedule meetings with an Exchange mailbox that isn't hosted in Exchange Online. This scenario isn't supported in Lync Online. For the best experience, you should use both Lync Online and Exchange Online. However, if that isn't an option, follow these steps as a potential workaround:
  1. Open Finder, locate the following folder, and then delete it:
    Documents\Microsoft User Data\Microsoft Lync Data
  2. Start Lync for Mac, and then sign in to Lync Online.
  3. On the Lync for Mac menu, click Preferences, click Account, and then clear the Use Microsoft Exchange for managing personal information check box.

    Note You must perform step 3 quickly after you sign in.
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Collect log files and system information for Lync for Mac issues

To collect log files and system information for Lync for Mac issues, follow these steps:
  1. Verify the version of the operating system that's used.
  2. Verify the error message that's returned.
  3. Turn on logging for troubleshooting in Lync for Mac. To do this, follow these steps:
    1. On the Lync menu, click Preferences, and then click General.
    2. Under Logging, click to select the Turn on logging for troubleshooting check box.
  4. Exit Lync for Mac, and then restart Lync for Mac to create a log file.
  5. Reproduce the issue.
  6. Turn off logging for troubleshooting. To do this, follow these steps:
    1. On the Lync menu, click Preferences, and then click General.
    2. Under Logging, clear the Turn on logging for troubleshooting check box.
  7. Collect the log files for Lync for Mac. To do this, follow these steps:
    1. On the menu bar in Finder, click Go, and then click Go to Folder.

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      Screen shot of Go options, including Go to Folder option
    2. In the Go to the folder box, type the path of the logs folder. For example, type /user/<Useraccountfolder>/library/logs. Then, click Go.

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      Screen shot the Go to the folder dialog box, showing this example


      Note
      <Useraccountfolder> is usually the same as the user name that the user uses to log on the computer. The user name can also be found next to the House icon at the top of the Finder window.

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      Screen shot of the user name

    3. In the Logs folder, collect the log files.

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      Screen shot of Log folder and log files in Log folder

Uninstall and reinstall Lync for Mac 2011

If the steps in this article don't resolve the issue, try performing a clean uninstall of Lync for Mac 2011, and then reinstall the application. For more information about how to perform a clean uninstall of Lync for Mac 2011, click the following article number to view the article in the Microsoft Knowledge Base:
2691870 How to perform a clean uninstall of Lync for Mac 2011

MORE INFORMATION

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.

Still need help? Go to the Office 365 Community website.

Properties

Article ID: 2629861 - Last Review: June 26, 2014 - Revision: 28.0
Applies to
  • Microsoft Lync Online
  • Microsoft Lync for Mac 2011
Keywords: 
o365 o365a o365e o365p kbgraphxlink o365m o365022013 kb3rdparty kbgraphic KB2629861

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