Users can't sign in to Lync Mobile on Apple iOS-based devices because of certificate errors

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Article ID: 2773530 - View products that this article applies to.

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PROBLEM

You are connected to a corporate wireless (also known as Wi-Fi) network or are signed in to a Microsoft Office 365 subscription that's enabled for single sign-on (SSO) by using Active Directory Federation Services (AD FS) 2.0. When you try to sign in to Microsoft Lync Mobile on your Apple iOS-based device (such as an iPhone or iPad), you receive one of the following error messages:
  • Can't verify the certificate from the server. Please contact your support team.
  • Can't connect to the server. It might be unavailable. Also please check your network connection, sign-in address and server addresses.
In addition, when you view the Lync Mobile logs for iOS, you see the following entry:
Lync[13886:300b] ERROR TRANSPORT
/Users/comobuildadmin/icomo/private/se_wave1_idx/src/dev/CoMo/transport/_buildIos/../liveId
/private/CLiveIdUtilities.cpp/155:Converting liveIdError -2147012841 to ErrorCode 570556418

SOLUTION

To resolve this issue, follow these steps:
  1. Add the certificate to the device by using the Apple iPhone Configuration Utility. The utility can be installed from one of the following Apple websites:
    Note The Apple iPhone Configuration Utility must be downloaded by using a Windows-based or Mac-based computer.

    As soon as the application is installed, start the utility, and then click Configuration Profiles.

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    Screen shot for the step above

  2. In the upper-left corner, click New to create a Configuration Profile. Start by naming the profile. In this example, Contoso Root Certificate is used, and the unique identifier is set to com.contoso.cert.profile. Complete the General settings by entering your company name and optional description.

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    Screen shot for the step above

  3. Browse to the certificate icon that's labeled Credentials, and then click Configure.

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    Screen shot for the step above

  4. A list of certificates that are found on your local computer will be displayed. Assuming that your computer trusts your internal local area network (LAN) certificates, your root certificate will be shown here. Scroll to the correct certificate, and then click OK.

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    Screen shot for the step above

  5. The certificate will be shown in the Credential window, and all changes are immediate. For small or single installations, connect your device to your computer by using a USB cable. The device will be displayed in the Configuration Tool under DEVICES. Select the device, and then click the Configuration Profile tab.

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    Screen shot for the step above

  6. There's an option to install the profile directly. Click Install to start the process. On your device, an Install Profile window appears, and you must click Install followed by Install Now to confirm the installation of the Root Certificate. If you have a password, you'll have to enter it, and then click Done.


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    Screen shot for the step above

MORE INFORMATION

The cause of each message is slightly different, but both errors are caused by the inability to verify the authenticity of a certificate or certification authority.

For more information, see the following Apple websites:
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: 2773530 - Last Review: August 30, 2013 - Revision: 10.0
Applies to
  • Microsoft Office 365 for enterprises (pre-upgrade)
  • Microsoft Office 365 for education  (pre-upgrade)
  • Microsoft Lync Online
Keywords: 
kbgraphxlink o365 o365a o365e o365062011 pre-upgrade o365022013 after upgrade o365m kb3rdparty kbgraphic KB2773530

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