Article ID: 2819692 - View products that this article applies to.
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PROBLEM

When a user tries to sign in to Microsoft Lync Online on a Microsoft Lync Phone Edition device either directly or by tethering, he or she receives the following error message:
Cannot Sign in. Please verify your sign in address, domain\user name, and password, and then try again. Make sure that your domain <domain> was entered correctly.
Note The placeholder <domain> represents the domain that is used during sign-in.

SOLUTION

To troubleshoot this issue, follow these steps.

Step 1: Make sure that you're signing in to the device correctly

The first step is to make sure that you're signing into the device correctly. For more help, go to the following Microsoft website:


Step 2: Verify the user's sign-in credentials

In addition to verifying that the user's sign-in credentials are correct, you should make sure that you enter the Session Initiation Protocol Uniform Resource Identifier (SIP URI) in the following format in both the Account and User Name fields. The Account and User Name fields must be identical.

Account: username@contoso.com
User Name: username@contoso.com
Password: ******
Note The placeholder <username@contoso.com> represents the user's sign-in credentials.

Step 3: Check the device's firmware version

Check that the device's firmware version is at the minimum level for connection to Lync Online. It must be the same version as one of the firmware options in the following list or a later version:
  • HP and Aastra: 4.0.7577.4366
  • Polycom CX600 and CX3000: 4.0.7577.4372
  • Polycom CX700: 4.0.7577.4363
To see what firmware version is installed on the Aastra 6725ip, HP 4120, Polycom CX600, or Polycom CX3000, select Menu on the Home screen, and then select System Information. For the Polycom CX700, tap Advanced on the Home screen, and then tap System Information. You may have to scroll down to see the Version field.

If your device doesn't have the minimum version installed, you must upgrade your device. If you have access to a Lync on-premises environment that's configured for device updates, you can update the device by signing in to the on-premises environment. If you don't have a Lync on-premises environment, you must contact the manufacturer of your phone.

Step 4: Verify that there is no authentication proxy

Lync Phone Edition devices don't support authentication proxies between the device and the Lync Online endpoint. Contact your IT department to see whether the network requires an authentication proxy.

MORE INFORMATION

To work together with Office 365, your Lync Phone Edition device must be tethered to a Windows client computer to which a Lync delegate is signed in.

This issue can occur if the sign-in information is incorrect, if the device isn't running a firmware version that's supported by Lync Online, or if there's an authentication proxy between the device and the Lync Online endpoint.

Collect Lync Phone Edition logs

Before you contact Lync Online Technical Support, collect log files from the Lyne Phone Edition device. For more information, go to the following Microsoft website:
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: 2819692 - Last Review: June 26, 2014 - Revision: 6.0
Applies to
  • Microsoft Lync Online
Keywords: 
o365022013 o365 o365e o365p o365a o365m kb3rdparty KB2819692

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