Troubleshoot sign-in issues for Lync for Mac 2011 in Skype for Business Online

INTRODUCTION

This article contains information about how to troubleshoot Lync for Mac issues in Skype for Business Online (formerly Lync Online). It also discusses how to sign in to Skype for Business Online by using Lync for Mac and how to collect log files and system information for Lync for Mac issues.

PROCEDURE

Before you troubleshoot

First, make sure that users follow the correct steps when they sign in to Skype for Business Online. If users are signing in to Skype for Business Online correctly and the issue persists, use one or more of the other methods later in this article to troubleshoot the issue, as appropriate for your situation.

Note To connect Lync for Mac 2011 to Skype for Business Online in Office 365, you must have Lync for Mac version 14.0.6 or a later version installed. If you use a version that's earlier than version 14.0.6, you may have problems when you sign in to Skype for Business Online because earlier versions have issues that prevent authentication to Skype for Business Online. You can find the latest update at the following Microsoft website:

Make sure that users follow the correct steps when they sign in to Skype for Business Online

To sign in to Skype for Business Online by using Lync for Mac, users should follow these steps:

  1. Start Lync for Mac.
  2. Enter your email address, user ID, and password.
  3. Next to Sign in as, select the presence status that you want to display after you sign in.
  4. If you want to save your credentials, click to select the Remember my password check box. Your credentials will be saved in the Mac OS Keychain and will work until the next time that your password changes or expires.
  5. To configure additional options for connecting to Skype for Business Online, click Advanced. You can configure the following options:

    • Automatic Configuration: In most cases, this is the correct setting. If the necessary DNS records are present and automatic configuration isn't working, try Manual Configuration.
    • Manual Configuration: Select this option if automatic configuration is failing, and specify the following values:

      • Internal server name: sipdir.online.lync.com:443
      • External server name: sipdir.online.lync.com:443

    • Kerberos authentication: Leave this option cleared. Office 365 uses the Microsoft Azure AD authentication system for authentication.

If you still can't sign in

The following table describes error messages that may occur when users sign in or use Lync for Mac with Skype for Business Online.

ErrorCauseTypeResolution
The service might not be available, or you might not be connected to the Internet. Make sure the server is available. Also, make sure your network connection cable is securely connected.
This issue may occur if Lync can’t detect a suitable Lync Server.
Client
To troubleshoot this issue, see the Make sure that users follow the correct steps when they sign in to Skype for Business Online section.
Lync was unable to sign in. Please verify your logon credentials and try again. If the problem continues, please contact your support team.
Various causes.ClientTo troubleshoot this issue, see the Users may be unable to sign in unless they first use an incorrect sign-in address section.
The user name, password, or domain appears to be incorrect. Ensure that you entered them correctly. If the problem continues, please contact your support team.
This issue may occur in scenarios in which a federated user tries to sign in, and this user has a password that's longer than 16 characters. User AccountTo troubleshoot this issue, see the Federated users synchronized from on-premises Active Directory Domain Services can't sign in by using a password that's longer than 16 characters section.
EXC_BAD_ACCESS
This issue may occur if Lync for Mac tries to integrate or schedule meetings with an Exchange mailbox that isn't hosted in Exchange Online. ClientTo troubleshoot this issue, see the Lync for Mac crashes, and the user receives an "EXC_BAD_ACCESS" error or Clear cached data and corrupted certificates in Lync sections.
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Troubleshoot Lync for Mac issues

Use one or more of the following methods, as appropriate for your situation.

Users may be unable to sign in unless they first use an incorrect sign-in address
If Lync for Mac stops working after an Internet connectivity issue, flush the DNS cache
Clear cached data and corrupted certificates in Lync
Federated users synchronized from on-premises Active Directory Domain Services can't sign in by using a password that's longer than 16 characters
Lync for Mac crashes, and the user receives an "EXC_BAD_ACCESS" error

Collect log files and system information for Lync for Mac issues

To collect log files and system information for Lync for Mac issues, follow these steps:

  1. Verify the version of the operating system that's used.
  2. Verify the error message that's returned.
  3. Turn on logging for troubleshooting in Lync for Mac. To do this, follow these steps:

    1. On the Lync menu, click Preferences, and then click General.
    2. Under Logging, click to select the Turn on logging for troubleshooting check box.
  4. Exit Lync for Mac, and then restart Lync for Mac to create a log file.
  5. Reproduce the issue.
  6. Turn off logging for troubleshooting. To do this, follow these steps:

    1. On the Lync menu, click Preferences, and then click General.
    2. Under Logging, clear the Turn on logging for troubleshooting check box.
  7. Collect the log files for Lync for Mac. To do this, follow these steps:

    1. On the menu bar in Finder, click Go, and then click Go to Folder.

      Screen shot of Go options, including Go to Folder option
    2. In the Go to the folder box, type the path of the logs folder. For example, type /user/<Useraccountfolder>/library/logs. Then, click Go.

      Screen shot the Go to the folder dialog box, showing this example

      Note
      <Useraccountfolder> is usually the same as the user name that the user uses to log on the computer. The user name can also be found next to the House icon at the top of the Finder window.

      Screen shot of the user name
    3. In the Logs folder, collect the log files.

      Screen shot of Log folder and log files in Log folder

Uninstall and reinstall Lync for Mac 2011

If the steps in this article don't resolve the issue, try to do a clean uninstallation of Lync for Mac 2011, and then reinstall the application. For more information about how to do a clean uninstallation of Lync for Mac 2011, click the following article number to go to the article in the Microsoft Knowledge Base:
2691870 How to do a clean uninstallation of Lync for Mac 2011

MORE INFORMATION

If you’re using third-party virtualization software for the Mac, it can coincide with various performance-related issues including but not limited to slow desktop sharing, unexpected poor media quality, possible sign-in and Exchange integration issues. In order to continue, Microsoft technical support may have to confirm that the issue occurs on a computer where the third-party virtualization software isn’t present.



Third-party information disclaimer

Still need help? Go to Microsoft Community.
Eigenschaften

Artikelnummer: 2629861 – Letzte Überarbeitung: 28.12.2016 – Revision: 1

Skype for Business Online, Microsoft Lync for Mac 2011

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