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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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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.
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:
(http://support.microsoft.com/kb/2691382/ )Android smartphone devices that are supported for use with Lync 2010 for Android
Install the appThe 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
Sign-in requirements for Google AndroidWhen users sign in to the Lync Mobile app, the sign-in information that's required to successfully authenticate depends on the following scenarios:
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:
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Troubleshoot Auto-DetectThe 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:
To troubleshoot, use one or more of the following methods, as appropriate for your situation:
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Connecting over Wi-Fi through an authenticating proxyIf 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 listsThe 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 historyThe 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 clientsFor a feature comparison of Lync 2010 mobile clients, go to the following Microsoft TechNet website:
Mobile Client Comparison Tables
Sending logsWhen 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:
Note Make sure that Logging is set to ON before you try to reproduce the issue and send logs.
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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Article ID: 2636313 - Last Review: May 15, 2013 - Revision: 16.0