Article ID: 2757450 - View products that this article applies to.
Note This article assumes that you configured your on-premises Microsoft Lync Server hybrid deployment and completed all the prerequisites that are described in the following Microsoft TechNet articles: 
Steps to Prepare and Deploy Lync Server 2013 Hybrid Environment

Planning for Lync Server 2013 Hybrid Deployments
This article doesn't cover deployment or configuration scenarios for Lync Server.
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PROBLEM

Users who were moved from an on-premises Lync Server deployment to Microsoft Office 365 Lync Online can't sign in to Lync Online.

CAUSE

This issue may occur if one or more of the following conditions are true:
  • Single sign-on (SSO) isn't set up correctly, and the user or users can't sign in to any Office 365 service. This includes the Microsoft Office 365 portal.
  • Lync Autodiscover DNS records are set up incorrectly. In a hybrid deployment that has an on-premises Lync Server deployment and Lync Online, the DNS records for Lync Autodiscover must be pointed to the on-premises Lync server.
  • The user wasn't moved from the on-premises Lync pool to Lync Online.
  • The user isn't enabled for Lync in the on-premises deployment.
  • The user isn't licensed for Lync Online in the Office 365 portal.
  • The user account wasn't provisioned in Lync Online.

SOLUTION

To resolve this issue, follow these steps:
  1. Make sure that SSO is working correctly. To do this, try to sign in to the Office 365 portal. If authentication is successful on the portal, go to the next step.
  2. Make sure that the DNS records for the on-premises deployment of Lync Server are set up correctly. Use the following resources as a reference:
  3. A quick way to tell whether the user was moved to Lync Online is to check the Lync Server Control Panel from the on-premises Lync Server deployment. If the user was moved, his or her home pool will be listed as "LyncOnline." 

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    Screen shot of the Lync Server Control Panel page, showing the Homed field is LyncOnline


    For more information about how to move a user after the initial Lync hybrid deployment was set up, go to the following TechNet article:

    Move Users to Lync Online
  4. Before you move a user from an on-premises Lync Server deployment to Lync Online, the user must be licensed for Lync Online in the Office 365 portal. However, if for some reason the user’s license was removed, he or she could not sign in to Lync Online. Make sure that the user has a valid Lync Online license before you continue to the next step.
  5. Sometimes there can be provisioning delays in Lync Online that prevent new user accounts from being enabled for Lync Online. Even if the user is assigned a valid Lync Online license, he or she may not be provisioned yet. Check the Lync Administration Center to make sure that the user is displayed in the list of Lync Online users.

MORE INFORMATION

When the user successfully signs in to Lync Online through a hybrid deployment, the user is redirected multiple times until he or she reaches the final home server in the Lync Online topology. In the log example here, you can see that Lync Online first reaches out to the on-premises Lync Server deployment and then is redirected to the user’s hosted provider. In this case, the hosted provider is sipfed.online.lync.com.

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Screen shot shows Lync Online first reaching out to the on-premises Lync Server and then being redirected to the user’s hosted provider.


After the user is redirected to the Lync Online hosting provider, the client undergoes a process to determine the specific pool in whicdh the user is homed. This occurs several lines down from the first redirect and resembles the following example:

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Screen shot shows a process to determine the specific pool the user is homed in.


If you don't see the redirect to the Lync Online hosting provider or to the user’s home pool, you take the following actions:
  • Make sure that the Lync Online hosting provider is set up and federated correctly within the on-premises Lync deployment. See the following TechNet article: 
    Configure Federation with Lync Online
  • Make sure that the user is provisioned and licensed for Lync Online.


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

Properties

Article ID: 2757450 - Last Review: June 5, 2014 - Revision: 10.0
Applies to
  • Microsoft Lync Online
Keywords: 
kbgraphxlink o365022013 o365m o365a o365e hybrid kbgraphic o365 KB2757450

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