How to troubleshoot issues that you may encounter when you use the Lync 2010 mobile client for Windows Phone 7

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INTRODUCTION

Users can download the Lync 2010 mobile client for Windows Phone 7 for free from the Windows Phone Marketplace. 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 Windows Phone 7.

PROCEDURE

Install the app

The Lync 2010 mobile client for Windows Phone 7 can be downloaded for free from the Windows Phone Marketplace. Users should install the app directly to their device and use their user ID to sign in.

If a user experiences 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 Windows Marketplace Support.


Sign-in requirements for Windows Phone 7

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 that are required for Windows Phone 7 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 Windows Phone 7 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 Session Initiation Protocol (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 Windows Phone 7 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.

Proxy setup

The Lync 2010 mobile client for Windows Phone 7 uses integrated processes to connect to Lync over authenticating proxies. Therefore, if there are any problems when connecting to Lync Online over a corporate Wi-Fi network by using an authenticating proxy, make sure that the following conditions are true:
  • The phone can browse other internal and external websites.
  • The correct credentials are entered to authenticate with the proxy.

Contact lists

The contact list that's displayed in the Lync 2010 mobile client 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.


Conversations page and conversation history

The Conversations page on the Windows Phone 7 mobile client only keeps track of the conversations that occurred on the mobile device. It won't display the conversations from desktop clients. Chats on mobile devices aren't displayed in the conversation history folder in the user’s Exchange mailbox.


Join meetings from the Windows Phone 7 calendar

To join scheduled online meetings from Windows Phone 7, open the calendar and view the details of the Lync Online meeting. When the user clicks the link to join the meeting, the Lync 2010 mobile client opens. If the conference has Audio Conferencing Provider (ACP) functionality, the ACP partner will call the user at the number that was specified by the user during setup.

If there's no dial-in capability for the conference, the user will be unable to join the conference when they click Join. The user may also receive the following error message:
A server error occurred. Please contact your support team.


Push notifications

By default, push notifications from both the Apple Push Notification Service and the Microsoft Push Notification Service are turned off. Lync Online organization administrators can sign in to the Lync Online Control Panel to change these options. In the following screen shot, the Lync Online Control Panel shows that push notifications are turned off.

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Screen shot of Lync Online Control Panel, showing push notifications are off
After you click Edit, you can turn on push notifications for one or both services. The following screen shots show the Lync Online Control Panel after push notifications are turned on.

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Screen shot of the Lync Online Control Panel after push notifications are on

If push notifications fail when the user is connected over Wi-Fi, incoming (also known as "inbound") port 5223 (TCP) must be open to the device. If the user is connected through a home Wi-Fi network, he or she can use Port Forwarding or Port Triggering on the user's home router to open port 5223 (TCP). By default, push notifications are disabled and have to be explicitly enabled by the IT administrator.

If push notifications fail on a corporate Wi-Fi network, contact the IT administrator to make these changes.


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

Sending logs

When users experience an issue with the Lync 2010 mobile client for Windows Phone 7, they can send logs by email to the technical support engineer. To do this, set Diagnostic Logging to On in the Settings page, and then click Send Diagnostic Logs on the About screen. An image file is saved to the user’s photo library that contains the log files for Lync Mobile in a format that Windows Phone 7 can save and send. An email message is automatically generated without log files attached. Therefore, make sure that the user attaches the newest picture in their photo library to the email message. Then, enter an email address to send the logs to. Users should send the logs to their IT Administrator or directly to the support engineer.

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





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

Properties

Article ID: 2636318 - Last Review: July 14, 2014 - Revision: 23.0
Applies to
  • Microsoft Lync Online
Keywords: 
o365 o365a o365p o365e kbgraphxlink o365m o365022013 kbgraphic KB2636318

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