Article ID: 2636329 - View products that this article applies to.
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A Microsoft Lync Online user tries to sign in to the Microsoft Lync 2010 mobile client from a Windows Phone, Apple iPhone or iPad, Google Android, or Nokia Symbian device by using the Auto-Detect Server option to determine the Lync Online server. However, the user receives the following error message:
Cannot connect to the server. It might be unavailable. Also please check the network connection, sign-in address and server addresses.
To troubleshoot this issue, follow these steps.
Step 1: Verify the Lyncdiscover CNAME recordTo verify that the Lyncdiscover CNAME record is present in the Domain Name System (DNS) records, go to the Lync Connectivity Analyzer
(https://www.testlyncconnectivity.com/), and select Office 365 Custom/Vanity Domain Name Settings Test for Lync. Enter the sign-in address that you're using when you to try to sign in to Lync Online (for example, firstname.lastname@example.org), and start the test.
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If any issues are detected, check the DNS configuration with your domain registrar. For instructions about how to configure DNS for the most common DNS providers, see the following Microsoft Office 365 website:
Create DNS records when Office 365 doesn’t host your DNS
Step 2: Try a Wi-Fi connectionAfter you verify that the Lyncdiscover CNAME record exists in DNS, check whether a Wi-Fi connection is available. If a Wi-Fi connection is available, try to connect to Lync Online. This test determines whether the DNS lookup failure is occurring on the mobile carrier, the Wi-Fi connection, or both.
Step 3: Query DNS from the mobile carrierThe next step to check whether the mobile device can resolve the Lyncdiscover CNAME record in DNS is to query DNS from the phone itself. This is difficult to do because most mobile devices don't include integrated network diagnostic tools. So, users have to download an application that performs these kinds of functions. Demonstrating the use of these applications is outside the scope of this article and outside the scope of Office 365 technical support. You may need to contact your carrier for additional assistance if the connection is only failing when connected to your data carrier.
This issue occurs if the Lync Mobile Autodiscover process fails and the user's Lync Online server can't be determined. This issue may occur if one of the following conditions is true:
(http://support.microsoft.com/kb/2636318 / )How to troubleshoot issues that you may encounter when you use the Lync 2010 mobile client for Windows Phone 7
(http://support.microsoft.com/kb/2636320 / )How to troubleshoot issues that you may encounter when you use the Lync 2010 mobile client for iPhone and iPad
(http://support.microsoft.com/kb/2636313 / )How to troubleshoot issues that you may encounter when you use the Lync 2010 mobile client for Google Android
2636322The 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.
(http://support.microsoft.com/kb/2636322 / )How to troubleshoot issues that you may encounter when you use the Lync 2010 mobile client for Nokia Symbian
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Article ID: 2636329 - Last Review: November 22, 2013 - Revision: 19.0