Article ID: 2859882 - View products that this article applies to.
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After you sign in to Microsoft Lync Online, you experience the following issues:
  • Your contact list is empty.
  • When you try to add a new contact or group, you receive the following error message:
    Cannot add, remove, or move contacts or groups at this time. Please try again later.


Make sure that the Personal information manager is set to Microsoft Exchange or Microsoft Outlook in Lync. To check this setting, open Lync, click the gear icon, and then click Personal.

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Personal information manager in Lync

For Lync Online Administrators, the first thing to check is whether the user’s Microsoft Exchange Online mailbox is disconnected or unlicensed. For more information about how to reconnect the user’s mailbox, go to the Microsoft Knowledge Base article:
2811654 Lync contact list is empty or read-only after a user's Exchange mailbox is disconnected, unlicensed, or moved
Next, if you're using a custom domain in Office 365, and the user has an Exchange Online mailbox, but the contact list is still unavailable, verify that all the necessary Domain Name System (DNS) records for Exchange Online Autodiscover are present. Lync uses the Exchange Autodiscover service to connect to the user’s mailbox. If the Autodiscover service isn’t working correctly, Lync won’t be able to pull the user’s contact list from the Exchange Unified Contact Store (UCS). For more information about how to verify the Exchange Autodiscover service, see "Method 2" of the Solution section in the following Microsoft Knowledge Base article:
2404385 Outlook can't set up a new profile by using Exchange Autodiscover for an Exchange Online mailbox in Office 365
Finally, if you were recently upgraded to the latest release of Office 365, and the issue still occurs after you follow the previous steps, you may have to contact Lync Online technical support for more help.


This issue can occur for the following reasons:
  • If users also have an Exchange Online mailbox, Lync relies on the UCS to manage contacts. If the user’s mailbox is disconnected, or the mailbox is otherwise inaccessible, Lync can't download the contact list. 
  • In some cases, this issue can also occur if you upgrade to the latest release of Office 365. 

If you're using Microsoft Lync 2010 or Microsoft Lync for Mac 2011, this is expected behavior. For more information, go to the following Microsoft Knowledge Base article:
2757458 Users are unable to modify their contact lists in Lync 2010 and Lync for Mac 2011
If you're experiencing this issue, check the Lync Configuration Information screen. To do this, follow these steps:
  1. Press and hold the Ctrl key, and then right-click the Lync icon in the notification area.
  2. Select Configuration Information.
  3. If the mailbox is inaccessible, you should see Exchange connection Down next to UCS Connectivity State.
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    Screen shot of Exchange connection Down and UCS Connectivity State

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


Article ID: 2859882 - Last Review: June 5, 2014 - Revision: 6.0
Applies to
  • Microsoft Lync Online
  • Microsoft Exchange Online
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