Your technical support team may ask you to collect additional troubleshooting information with the Microsoft Online Services Diagnostic and Logging (MOSDAL) Support Toolkit. Here’s what you need to do:

  1. Download and install the Microsoft Online Services Diagnostic and Logging (MOSDAL) Support Toolkit (

  2. Run the MOSDAL Support Toolkit, select Lync Online from the list of services, and then click Next.

  3. On the Enter credentials screen, type your Microsoft 365 user ID address and password. Your password is used to simulate an authentication attempt so that the results can be logged.

  4. Close both Outlook (if running) and Lync. To exit Lync completely, right-click the Lync icon in the Windows notification area, and then click Exit.

  5. Restart Lync, and try to reproduce the problem.

  6. In the MOSDAL Support Toolkit window, click Next to generate the MOSDAL report.

  7. Locate the report ( in your Documents library, and then send it to your organization’s technical support team.

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