Users can download the Lync 2010 mobile client for iPhone and iPad for free from the Apple App Store. Users can use the client to connect to Lync Online if they have been assigned a Lync Online license. This article describes some common issues and their resolutions when using the Lync 2010 mobile client for iPhone and iPad.
Install the app
The Lync 2010 mobile client for iPhone and iPad is available for free in the Apple App Store. Users should install the app directly to their device and use their Office 365 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 cannot install the client, they should contact their cellular service provider or contact Apple Care Support.
Sign in requirements for iPhone and iPad
When users sign in to the Lync Mobile app, the sign-in information that is 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 in Office 365
The following table describes the sign-in fields that are required for Windows Phone 7 users.
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| User is hosted by | SIP address and UPN | Required fields |
|---|
| On-premises Lync server | SIP address and UPN are the same | Sign-in address: SIP address
User name: Blank
Password: Password |
| On-premises Lync server | SIP address and UPN are different | Sign-in address: SIP address
User name: UPN or domain\username
Password: Password |
| Office 365 | SIP address and UPN are the same | Sign-in address: SIP address
User Name: Blank
Password: Password |
| Office 365 | SIP address and UPN are different | Sign-in address: SIP address
User name: UPN
Password: Password |
If automatic discovery for mobile clients has not 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, I
nternal discovery address, and
External discovery address fields, select
Server Settings on the sign-in screen.
Troubleshoot Auto-Detect
The Lync 2010 mobile client for iPhone and iPad 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 is being used.
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| Alias | Domain | Value |
|---|
| 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.
- A DNS lookup issue exists.
- The Auto-Detect CNAME records are configured incorrectly or are not 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.
- The Lync 2010 mobile client for iPhone and iPad can discover the correct Lync Online server. However, it cannot find the sign-in address that was entered by the user.
- The password is incorrect.
Proxy setup
The Lync 2010 mobile for iPhone and iPad let users specify credentials for authenticating proxies that may be required when they connect to some internal corporate Wi-Fi networks. Even though the device that is being used may already be connected and authenticated to the corporate wireless network, the Lync mobile client cannot use the credentials that are already specified because of security reasons. Therefore, the credentials must be entered separately in the Lync mobile client.
Exchange credentials
The Lync 2010 mobile client for iPhone and iPad has a
Meeting tab that lists meetings for the day from the Exchange calendar. The client uses simple Exchange Autodiscover processes to determine the location of the Exchange server of the user who is signed in. The SIP Uniform Resource Identifier (URI) of the user is used in the attempt to discover the Exchange Web Services (EWS) endpoint. However, if the user’s SIP URI and email address are different, the Autodiscover process will fail, the
Meeting tab will be blank, and Exchange Unified Messaging (UM) voicemail in the
Phone tab will not sync.
For disjointed email and SIP URIs, the Lync 2010 mobile client for iPhone and iPad lets the user specify a different set of credentials for Exchange integration. For the Exchange Autodiscover process to work correctly, the necessary DNS records must be available. To confirm that Autodiscover is working, use Microsoft Remote Connectivity Analzyer at
http://www.testexchangeconnectivity.com
(http://www.testexchangeconnectivity.com/)
.
Contact lists
The contact list that is displayed in the Lync 2010 mobile client for iPhone and iPad is read-only and cannot 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 are stored in the global address list (GAL). A contact who specified images through web URLs on the desktop client will not have a photo displayed for the contact.
Chats tab and conversation history
The
Chats tab on the Lync mobile client for iPhone or iPad only keeps track of the conversations that occurred on the mobile device. It will not display chats from desktop clients. Chats on mobile devices are not displayed in the conversation history folder in the user’s Exchange mailbox.
Meetings
If the conference has Audio Conferencing Provider (ACP) functionality, clicking
Join will call the user at the number that is specified by the user during setup.
If there is 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.
Voicemail
Voicemail is read from Exchange UM only. If it is not enabled for UM, this tab does not work.
Push notifications
By default, push notifications from both the Apple Push Notification Service and the Microsoft Push Notification Service are turned off. Lync Online tenant 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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After you click
Edit, you can turn on push notifications for one or both services. The following screen shot shows the Lync Online Control Panel after push notifications are turned on.
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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.
Differences with other mobile clients
For a feature comparison of Lync 2010 mobile clients, visit the following Microsoft TechNet website:
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.
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