Conversation history, contact cards, Free/Busy, and Out of Office information are unavailable when Lync fails to connect to Exchange
- Conversation history
- Conversation history isn't saved to Outlook.
- Conversation history tab is empty in Lync 2013.
- Office contact cards
- Contact cards display incorrect information or nothing at all.
- There's no availability or Free/Busy information in contact cards.
- You can't open or view contact cards.
- Out of Office messages aren't displayed.
- You don't receive voice mail notifications.
- You don't receive Missed Conversation notifications.
- Lync cannot connect to the Exchange server. Lync will attempt to retry the connection. History, voice mail and Outlook-related features will be unavailable.
- Cannot connect to Exchange Web Services to retrieve Calendar and Out of Office Information.
- Lync is in the process of determining the location of Exchange Web Services. This process may take a few minutes.
- Lync is experiencing connection issues with the Exchange server. Lync will attempt to repair the connection until it is fully restored. History, voice mail, and Outlook-related features might be unavailable or out of date until the connection is restored.
Solutions for Skype for Business Online users
Are you using the most up-to-date Lync client?
Is Outlook running and configured to use the correct profile?
Is Lync discovering the correct Exchange server?
- Press and hold Ctrl, right-click the Lync icon in the notification area, and then click Configuration Information. Look for the Exchange Web Services (EWS) setting at EWS External URL.
- Use the value that you found in the EWS External URL setting, and then change it so that it ends with Exchange.asmx. For example:
- Default EWS External URL: https://mail.outlook.com/EWS/Exchange.asmx/WSSecurity
- Changed EWS External URL: https://mail.outlook.com/EWS/Exchange.asmx
- Enter the changed EWS External URL address into a browser. If you're prompted, enter your Exchange mailbox credentials. You should see the EWS XML document displayed in the web browser as shown in the following picture. This indicates that EWS can be accessed and that you shouldn't be experiencing any issues. If the page doesn't display or if you're denied access, contact your Support Team.
Are you entering the correct credentials to connect to Exchange?
If your credentials aren't accepted, and you're continuously prompted for credentials, see the following Microsoft Knowledge Base article:
Can Outlook connect to the Free/Busy Service in EWS?
- Open a command prompt. To do this, click Start, click Run, type cmd, and then press Enter.
- Go to the Outlook installation folder:
- Microsoft Office 2013: C:\Program Files\Microsoft Office 15\root\office15
- Microsoft Office 2010: C:\Program Files\Microsoft Office\Office14
- Microsoft Office 2007: C:\Program Files\Microsoft Office\Office12
- Type the following command, and then press Enter.
Is your system time accurate?
Solutions for Skype for Business Online Administrators in Office 365
Where are the users’ mailboxes located?Many of the deployment requirements for Exchange and Lync integration depend on where the user’s mailbox is located.
The following articles cover deployment requirements. These include DNS configuration, Exchange Server configuration, and Lync Server configuration.
Is the user part of an on-premises Exchange Server organization, or are they in Office 365 Exchange Online?
- If the user’s mailbox is located in Exchange Online, see the following Knowledge Base article:2614242 How to integrate Exchange Server 2013 with Lync Server 2013, Skype for Business Online, or a Lync Server 2013 hybrid deployment
- If the user’s mailbox is homed on an on-premises Exchange server, see the following Microsoft Knowledge Base article: 2614614 How to integrate Exchange Online with Skype for Business Online, Lync Server 2013, or a Lync Server 2013 hybrid deployment
When the Lync client tries to discover the Exchange server of the Skype for Business Online user, the Lync client references the Active Directory WindowsEmailAddress attribute (or the MAIL attribute). Lync then tries to connect to the Exchange server through the Autodiscover process by using the domain suffix of the email address in the WindowsEmailAddress AD attribute. If the Skype for Business Online user doesn’t have an Exchange Online mailbox, or if the necessary attributes aren’t being synced from on-premises, Exchange integration with Lync fails.
After Lync determines where it should look for the Exchange server, it uses Autodiscover to find the user’s mailbox server and connect to it. If the Autodiscover service on whichever Exchange server the user’s mailbox resides is unavailable, the integration between Exchange and Lync fails.
As soon as Lync has the correct mailbox server to connect to, it tries to authenticate by using the Skype for Business Online user credentials first. If those credentials fail, Lync prompts for credentials after you sign in. If the wrong credentials are entered, or the user clicks cancel, the integration between Exchange and Lync fails.
Still need help? Go to the Office 365 Community website.
Article ID: 2787614 - Last Review: 04/30/2015 23:49:00 - Revision: 12.0
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