"Cannot connect to the server" error message when Lync Online users try to sign in to the Lync 2010 mobile client on a mobile device

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Article ID: 2636329 - View products that this article applies to.

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PROBLEM

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.

SOLUTION

To troubleshoot this issue, follow these steps.

Step 1: Verify the Lyncdiscover CNAME record

To verify that the Lyncdiscover CNAME record is present in the Domain Name System (DNS) records, go to the Lync Connectivity Analyzer, 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, darrin@contoso.com), and start the test.

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Screen shot of the test


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 connection

After 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 carrier

The 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.

MORE INFORMATION

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:
  • The Lyncdiscover CNAME record isn't set up.
  • The Lyncdiscover CNAME record is set up incorrectly.
  • The Wi-Fi connection is blocking DNS queries.
For the Lync Mobile Auto-Detect Server option, specific CNAME records must be present in DNS for the Lync 2010 mobile client to determine the home server of the Lync Online user. The Lync 2010 mobile client tries to discover the user's home server by querying the following CNAME records in DNS:
  • LyncdiscoverInternal.<domain>
  • Lyncdiscover.<domain>
Additionally, the CNAME records in DNS must meet the following criteria. Otherwise, the Lync Mobile sign-in process will fail if the Auto-Detect Server option is used.
  • DNS Record Type: CNAME
  • Name: Lyncdiscover
  • Value/Destination: webdir.online.lync.com
For more information about Lync Mobile client devices, click the following article numbers to view the articles in the Microsoft Knowledge Base:
2636318 How to troubleshoot issues that you may encounter when you use the Lync 2010 mobile client for Windows Phone 7
2636320 How to troubleshoot issues that you may encounter when you use the Lync 2010 mobile client for iPhone and iPad
2636313 How to troubleshoot issues that you may encounter when you use the Lync 2010 mobile client for Google Android
2636322 How to troubleshoot issues that you may encounter when you use the Lync 2010 mobile client for Nokia Symbian
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: 2636329 - Last Review: January 8, 2014 - Revision: 20.0
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 o365022013 after upgrade o365062011 pre-upgrade kbgraphxlink o365m kb3rdparty kbgraphic KB2636329

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