Troubleshooting basics for Lync Online and Office Communicator in Office 365 dedicated

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Article ID: 2649420 - View products that this article applies to.
This document describes the troubleshooting basics for Microsoft Lync Online and Microsoft Office Communicator in Microsoft Office 365 dedicated.
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Initial response process

  1. Make sure that you provide the following files:
    • The .uccapi and .etl log files.
    • A Network Monitor (NetMon) capture. The NetMon capture must be taken at the same time as the log files from the previous bullet were obtained, while the issue is occurring.
  2. If you don't provide the files that are mentioned in step 1, the SR will be rejected. However, there are some exceptions: 
    • For contacts and ACL restore requests
    • For manual provisioning, if a completed manual provisioning template is supplied
    • For CWA and OWA Lync IM issues

Process to follow for common scenarios

  • For manual provisioning requests, see the following article:
    2643097 Communicator or Lync SIP address issues make manual provisioning necessary in Office 365 dedicated

  • For OWA/CWA issues, see the following article:
    2617097 You cannot start or receive a Lync chat through OWA in Office 365 dedicated
  • If you are unsure about how to collect the log files or the NetMon capture, see the following articles:
    • For Office Communicator
    • For Lync Online
    • For Network Monitor

Initial troubleshooting process

  1. Compare the Active Directory Domain Services (AD DS) attributes from the source AD DS and the managed AD DS.

    Be aware of the following match requirements:
    • The Object SID in the source AD DS must match the msRTCSIP-OriginatorSid in the managed AD DS.
    • The Extensionattribute(xx) value as indicated in the MMSSPP provisioning interfaces document must match in both the source and the managed AD DS. You can obtain a copy of this document from your Service Delivery Manager (SDM).

      The Extensionattribute that your company uses is determined during the deployment of Microsoft Online Services. Refer to your SDM if you are unclear about which attribute to use.
    • The Mail attribute must match in both the source and the managed AD DS.
  2. Open the .uccapilog file in Notepad, and verify that the user is using at least the minimum supported version of Office Communicator or of Lync:
    • For Office Communicator: The minimum supported version is 3.5.6907.206.

      Collapse this imageExpand this image
      A screen shot of the .uccapilog file, showing the minimum supported version for Office Communicator

    • For Lync: The minimum supported version is 4.0.7577.314.

      Collapse this imageExpand this image
      A screen shot of the .uccapilog file, showing the minimum supported version for Lync

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Article ID: 2649420 - Last Review: January 28, 2014 - Revision: 9.0
Applies to
  • Microsoft Business Productivity Online Dedicated
  • Microsoft Business Productivity Online Suite Federal
  • Microsoft Office Communicator 2007
  • Microsoft Office Communicator 2007 R2
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