How to troubleshoot issues that you may encounter when you use the Lync 2010 mobile client for Google Android

Article ID: 2636313 - View products that this article applies to.

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INTRODUCTION

Users can download the Lync 2010 mobile client for Google Android for free from Google Play. Users can use the client to connect to Lync Online if they're assigned a Lync Online license. This article describes how to troubleshoot some common issues that you may encounter when you use the Lync 2010 mobile client for Google Android.

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PROCEDURE


Note The current release of Lync 2010 for Android smartphones isn't supported on Android media tablets or on other non-phone Android form factors (hardware models). For more information, click the following article number to view the article in the Microsoft Knowledge Base:
2691382
(http://support.microsoft.com/kb/2691382/ )
Android smartphone devices that are supported for use with Lync 2010 for Android

Install the app

The Lync 2010 mobile client for Google Android is available for free from Google Play. Users should install the app directly to their device and use their user ID to sign in.

If users experience issues when they download or install the Lync 2010 mobile client, have the user change their connection type from 3G to Wi-Fi or from Wi-Fi to 3G. Then, try downloading again. If the user still can't install the client, they should contact their cellular service provider or contact Google Play Support
(http://support.google.com/googleplay/?hl=en)
.

Sign-in requirements for Google Android

When users sign in to the Lync Mobile app, the sign-in information that's required to successfully authenticate depends on the following scenarios:

  • Whether a user’s Session Initiation Protocol (SIP) address is the same as the user’s user principal name (UPN)
  • Whether users are hosted on an on-premises Lync server or on Lync Online
The following table describes the sign-in fields required for Android users.
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User is hosted bySIP address and UPNRequired fields
On-premises Lync serverSIP address and UPN are the sameSign-in address: SIP address
User name: Blank
Password: Password
On-premises Lync serverSIP address and UPN are differentSign-in address: SIP address
User name: UPN or domain\username
Password: Password
Office 365SIP address and UPN are the sameSign-in address: SIP address
User Name: Blank
Password: Password
Office 365SIP address and UPN are differentSign-in address: SIP address
User name: UPN
Password: Password
If automatic discovery for mobile clients hasn't been configured, users have to enter the following internal and external discovery addresses in addition to the fields that are listed in the table:
  • Internal discovery address: https://webdir.online.lync.com/Autodiscover/autodiscoverservice.svc/Root
  • External discovery address: https://webdir.online.lync.com/Autodiscover/autodiscoverservice.svc/Root
Note The Sign-in address and Password fields are displayed on the sign-in screen. To access the User name, Domain, Internal discovery address, and External discovery address fields, select Server Settings on the sign-in screen.


Troubleshoot Auto-Detect

The Lync 2010 mobile client for Google Android looks for different DNS records than the Lync 2010 desktop client. For the Auto-Detect process to discover the correct Lync Online service, a CNAME record that meets the following criteria must be created for the SIP domain that's being used:
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AliasDomainValue
Lyncdiscover<domain>
Example: Contoso.com		Webdir.online.lync.com
To troubleshoot, use one or more of the following methods, as appropriate for your situation:
  • Use the nslookup command and a public DNS server to determine whether the DNS CNAME record is configured correctly.
  • If the user has the option, have the user switch between Wi-Fi and 3G to determine whether the issue can be scoped to one kind of connection. If sign in continues to fail on a 3G data connection, although the CNAME DNS records are configured, it may be an issue with the cellular service provider’s data connection.
  • The user receives the following error message:
    Cannot connect to the server. It might be unavailable. Also please check your network connection, sign-in address and server addresses.
    This error message usually indicates one of the following conditions:
    • A DNS lookup issue exists.
    • The Auto-Detect CNAME records are configured incorrectly or aren't configured at all.

  • The user receives the following error message when the user tries to sign in:
    Can’t sign in. Please check your account information and try again.
    This error message indicates one of the following conditions:
    • The Lync 2010 mobile client for Google Android can discover the correct Lync Online server. However, it can't find the sign-in address that was entered by the user.
    • The password is incorrect.

Connecting over Wi-Fi through an authenticating proxy

If the Wi-Fi connection that's used requires authentication before connecting, Lync may not connect because it can't use the credentials to connect through a proxy. To work around this, connect through the mobile carrier’s data connection instead of Wi-Fi.


Contact lists

The contact list that's displayed in the Lync 2010 mobile client for Google Android is read-only and can't be changed from the mobile device. If a user wants to add or remove a contact from the list, the user must use the Lync 2010 desktop client or Outlook Web App (OWA) Instant Messaging (IM).

Contact photos are displayed only if they're stored in the global address list (GAL). A contact who specified images through web URLs on the desktop client won't have a photo displayed for the contact.


Chats tab and conversation history

The Chats tab on the Lync mobile client for Google Android only keeps track of the conversations that occurred on the mobile device. It won't display chats from desktop clients. Chats on mobile devices aren't displayed in the conversation history folder in the user’s Exchange mailbox.


Comparison with other mobile clients

For a feature comparison of Lync 2010 mobile clients, go to the following Microsoft TechNet website: 

Mobile Client Comparison Tables
(http://technet.microsoft.com/en-us/library/hh691004(v=ocs.14).aspx)

Sending logs

When users experience an issue with the Lync 2010 mobile client for Google Android, they can send logs by email to the technical support engineer. To do this, follow these steps:

  1. On the Google Android device, after a user is signed in, on the Signing in tab, tap Options. On the Options screen, tap Diagnostic logging, sign out, and then sign in again.

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  2. Reproduce the issue, return to the Options screen, and then tap About Lync.
  3. Tap Send diagnostic logs, and then select a configured email account.

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  4. In the To box, enter the recipient's email address. In the Subject box, enter a subject, and then tap Send. Logs are attached as a .zip file.

    Collapse this imageExpand this image


Note Make sure that Logging is set to ON before you try to reproduce the issue and send logs.



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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.

Microsoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information. 
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Properties

Article ID: 2636313 - Last Review: May 15, 2013 - Revision: 16.0
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: 
o365 o365a o365p o365e kbgraphxlink o365m o365062011 pre-upgrade o365022013 after upgrade kb3rdparty KB2636313
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