How to troubleshoot issues that you may encounter when you use the Lync 2010 mobile client for Google Android
Content provided by Microsoft
Applies to: Skype for Business Online
The Lync 2010 mobile client for Google Android requires a Lync account from your company organization. If you aren’t sure whether you have a Lync account, contact your company system administrator or support team.
The Lync 2010 mobile client for Google Android smartphones isn't supported on Android tablets or on other non-phone Android devices. For more information, go to the following Microsoft Knowledge Base article:
2691382 Android smartphone devices that are supported for use with Lync 2010 for Android
This article describes how to troubleshoot some common issues that you may encounter when you use the Lync 2010 mobile client for Google Android.
Note If you’re looking for help with Lync Mobile 2013 for Android phones or tablets, go to the following Microsoft websites:
2806012 Users can't sign in to Skype for Business Online by using Lync Mobile 2013
Make sure that you can sign in to Lync from a desktop by using Lync 2010, Microsoft Lync 2013, or Microsoft Lync for Mac 2011. If you can’t sign in from a regular desktop client, you probably can't sign in to a mobile client.
Make sure that you enter the correct password. If the password is incorrect, you'll have to change it. For more information, go to the following Microsoft website:
Make sure that you enter the correct account information. Unless your administrator has told you otherwise, you probably use the same account information to sign in to Microsoft Outlook, Microsoft SharePoint, and your work computer. If you can sign in to Lync from a desktop computer, use the same information to sign in to your mobile device.
The following table describes the sign-in fields that are required for Android users, depending on where their Lync account is located and how their account information is set up.
SIP address and UPN
On-premises Lync server
Sign-in address: SIP address User name: Blank
On-premises Lync server
Sign-in address: SIP address User name: UPN or domain\username
Sign-in address: SIP address User Name: Blank
Sign-in address: SIP address User name: UPN
Verify whether Auto-detect server is On. Lync tries to determine your Lync server based on your sign-in address. If it can't detect your Lync server, you may have to turn off Auto-detect server and specify the Lync server manually.
If Auto-detect server is turned on but you still can’t sign in, try manually entering the internal and external discovery addresses. This doesn’t resolve the issue. However, if you can successfully sign in manually, this indicates that the Auto-detect server option isn’t set up correctly by your administrator.
For Skype for Business Online (formerly Lync Online) users in Office 365:
For Lync on-premises users, contact your support team or system administrator for help to determine your internal and external discovery address. In most cases, the internal and external discovery address should resemble the following:
Note To access the User name, Domain, Internal discovery address, and External discovery address fields, click Server Settings on the sign-in screen.
Make sure that you're using the latest version of the Lync 2010 mobile client for Google Android. Download the latest version from Google Play. If you receive a message that states the client version is blocked or not supported, contact your support team or administrator because the Lync server might not be set up yet for mobile clients.
If the Wi-Fi connection that's used requires authentication before you connect, Lync may not connect because it can't use the credentials to connect through a proxy. To work around this issue, connect through the mobile carrier’s data connection instead of through Wi-Fi.
If your organization requires certificates to connect to their Wi-Fi or corporate network, and you receive an error message from Lync about certificates being incorrect or missing, you may have to import certificates from your company. There are apps in the Google Play store for importing and managing certificates. Contact your support team or administrator for help.
When users experience an issue that affects the Lync 2010 mobile client for Google Android, they can send logs by email to the support team or administrator. To do this, follow these steps:
On the Google Android device, after a user is signed in, tap Options on the Signing in tab. On the Options screen, tap Diagnostic logging, sign out, and then sign in again. (The screen shot for this step is listed below).
Reproduce the issue, return to the Options screen, and then tap About Lync.
Tap Send diagnostic logs, and then select a configured email account. (The screen shot for this step is listed below).
In the To box, enter the recipient's email address. For example, your personal email address or your technical support team's alias. In the Subject box, enter a subject, and then tap Send. Logs are attached as a .zip file. (The screen shot for this step is listed below).
Note Make sure that Logging is set to ON before you try to reproduce the issue and send logs.
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