How to troubleshoot issues that you may encounter when you use the Lync 2010 mobile client for Windows Phone 7

INTRODUCTION
The Lync 2010 mobile client for Windows Phone 7 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.

This article describes how to troubleshoot some common issues that you may encounter when you use the Lync 2010 mobile client for Windows Phone 7.

Note If you’re looking for help with Lync Mobile 2013 for Windows Phone 7 or tablets, go to the following Microsoft websites:
PROCEDURE

Signing in to Lync 2010 on Windows Phone 7

Verify your password, account information, server settings, and client version

  1. If can’t sign in to Lync Mobile 2010, visit the Lync Sign-In Troubleshooter for Users to be guided through a series of steps to help resolve the most common sign-in issues.
  2. 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.
  3. Make sure that you enter the correct password. If the password is incorrect or you forgot it, you'll have to change it. For more information about how to change your password in Office 365, go to the following Microsoft website:
  4. 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 Windows Phone 7 users, depending on where their Lync account is located and how their account information is set up.
    Lync accountSIP address and UPNRequired fields
    On-premises Lync serverSameSign-in address: SIP address
    User name: Blank
    On-premises Lync serverDifferentSign-in address: SIP address
    User name: UPN or domain\username
    Office 365SameSign-in address: SIP address
    User Name: Blank
    Office 365DifferentSign-in address: SIP address
    User name: UPN
  5. 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:
      • Internal discovery address: https://webdir.online.lync.com/Autodiscover/autodiscoverservice.svc/Root
      • External discovery address: https://webdir.online.lync.com/Autodiscover/autodiscoverservice.svc/Root
    • 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:
      • Internal discovery address: https://lyncdiscover.lyncFE01.contoso.local/Autodiscover/autodiscoverservice.svc/Root
      • External discovery address: https://lyncdiscover.contoso.com/Autodiscover/autodiscoverservice.svc/Root

      Note
      To access the User name, Domain, Internal discovery address, and External discovery address fields, click Server Settings on the sign-in screen.
  6. Make sure that you're using the latest version of the Lync 2010 mobile client for Windows Phone 7. Download the latest version from the Microsoft Store. 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.

Connecting over Wi-Fi through an authenticating proxy

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.

Connecting on a network that requires certificates

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. Contact your support team or administrator for help.

Additional help with specific features

For guides, FAQ, and references to help you use the Lync 2010 mobile client on Windows Phone 7, go to the following Microsoft websites:

Comparison with other mobile clients

For a feature comparison of Lync 2010 mobile clients, go to the following Microsoft TechNet website:

Sending logs to support

When users experience an issue that affects the Lync 2010 mobile client for Windows Phone 7, they can send logs by email to the support team or administrator. To do this, follow these steps:
  1. Set Diagnostic Logging to On in the Settings page.
  2. Click Send Diagnostic Logs on the About screen.
  3. An image file is saved to the user’s photo library that contains the log files for Lync Mobile in a format that Windows Phone 7 can save and send. An email message is automatically generated without log files attached.
  4. Attach the newest picture in the photo library to the email message. Then,
  5. Enter an email address to send the logs to. Users should send the logs to their IT Administrator or directly to the support engineer.
Note Make sure that Diagnostic Logging is set to ON before you try to reproduce the issue and send logs.




Still need help? Go to the Office 365 Community website.
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Article ID: 2636318 - Last Review: 04/30/2015 23:37:00 - Revision: 26.0

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