Article ID: 2636320 - View products that this article applies to.

Not sure what release of Office 365 you're using? Go to the following Microsoft website:
Am I using Office 365 after the service upgrade?
Expand all | Collapse all

On This Page

INTRODUCTION

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'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 iPhone and iPad.

PROCEDURE


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 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 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'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 in Office 365
The following table describes the sign-in fields that are required for Windows Phone 7 users.
Collapse this tableExpand this table
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 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's being used.
Collapse this tableExpand this table
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 iPhone and iPad 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 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's being used may already be connected and authenticated to the corporate wireless network, the Lync mobile client can't 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) voice mail in the Phone tab won't 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 https://www.testconnectivity.microsoft.com/?testid=OnPremisesLyncMobileAutoD.


Contact lists

The contact list that's displayed in the Lync 2010 mobile client for iPhone and iPad 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 iPhone or iPad 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.


Meetings

If the conference has Audio Conferencing Provider (ACP) functionality, clicking Join will call the user at the number that's 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.

Viewing shared PowerPoint presentations (iPad only)

If you're joining a scheduled Lync Online meeting from the iPad, you will be able to participate in some collaboration features in a Lync Online meeting but not in all collaboration features. Microsoft PowerPoint presentations will be displayed on the iPad, but certain items might not be displayed correctly or at all in some cases. Examples are as follows:
  • PowerPoint viewing is available only in scheduled meetings.
    • Users can't browse the slides independently of the meeting presenter.
    • From the iPad, users can't see slide annotations. Specifically, if other meeting attendees annotate a slide, the iPad user will see the following message:
      This slide has been annotated.
  • If you disconnect the audio call, you will exit the conference and be presented with the option to Rejoin Meeting by using Callback.
  • Meeting participant roster is available.
  • Instant messaging isn't available.
  • Whiteboard, polling, and application sharing aren't supported, and a display is presented when other desktop users are sharing those applications.
Note These features are available only when you join a scheduled Lync Online meeting. If you're joining an ad hoc meeting, you will have only IM and Audio available on the iPad.

Voice mail

Voice mail is read from Exchange UM only. If it isn't enabled for UM, this tab doesn't 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 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.

Collapse this imageExpand this image
Screen shot when push notifications are off
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.
Collapse this imageExpand this image
Screen shot when 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, they 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 iPhone and iPad, they can send logs by email to the technical support engineer. To do this, click Options, locate Logging in the My Info section, and then click Send Logs. An email message is automatically generated that contains the attached log files and client version information in the body of the 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 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.

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

Properties

Article ID: 2636320 - Last Review: August 30, 2013 - Revision: 27.0
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 o365e o365p kbgraphxlink o365022013 after upgrade o365062011 pre-upgrade o365m kb3rdparty kbgraphic KB2636320

Give Feedback

 

Contact us for more help

Contact us for more help
Connect with Answer Desk for expert help.
Get more support from smallbusiness.support.microsoft.com