How to troubleshoot the Lync mobile client in Office 365 dedicated

Summary

Users can download the Microsoft Lync mobile client from their devices store. Users can use the client to connect to Microsoft Lync Online if they are provisioned for Lync and have Lync Remote Access. This article describes how to troubleshoot some common issues that you may encounter when you use the Lync mobile client.

The Lync mobile client is available for free. Users should install the app directly to their device and use their user ID to sign in. 

If a user experiences issues when he or she downloads or installs the Lync mobile client, have the user change the connection type from 3G to Wi-Fi or from Wi-Fi to 3G and then try downloading again. If the user still cannot install the client, he or she should contact the cellular service provider or the device manufacturer.

More Information

How to troubleshoot Auto-Detect 

The Lync mobile client uses the LyncDiscover DNS record. For the Auto-Detect process to discover the correct Lync Online service, a CNAME record that meets the following criteria must be created for the SIP domain that's being used:

Alias Domain Value
LyncdiscoverExample: Contoso.com The value will differ for each Microsoft Office 365 dedicated customer. 
To troubleshoot, use one or more of the following methods, as appropriate for your situation:
  • Use the nslookup command and a public DNS server to determine whether the DNS CNAME record is set up correctly.
  • Use Microsoft Remote Connectivity Analyzer to test DNS and sign-in capabilities to remove any potential device or carrier issues from troubleshooting.
    • By basic design, an Office 365 dedicated tenant is more closely related to an on-premises installation. Use the Lync / OCS Server tab and its subtest of the Lync Autodiscover Web Service Remote Connectivity Test.

      Note The Office 365 tab tests against multi-tenant servers and should not be used for an Office 365 dedicated customer. 
  • If the user has the option, have the user switch between Wi-Fi and 3G to determine whether the issue can be scoped to one kind of connection. If sign-in continues to fail on a 3G data connection even though the CNAME DNS records are set up, the issue may be with the cellular service provider's data connection.
  • The user receives the following error message:
    Cannot connect to the server. It might be unavailable. Also please check your network connection, sign-in address and server addresses.
    This error message usually indicates one of the following conditions:
    • A DNS lookup issue exists.
    • The Auto-Detect CNAME records are set up incorrectly or are not set up at all.
  • The user receives the following error message when the user tries to sign in:
    Can't sign in. Please check your account information and try again.
    This error message indicates one of the following conditions:
    • The Lync mobile client can discover the correct Lync Online server. However, it cannot find the sign-in address that the user entered. 
    • The password is incorrect.

Contact lists

The contact list that is displayed in the Lync mobile client is read-only and cannot be changed from the mobile device. If a user wants to add or remove a contact from the list, the user must use the Lync desktop client or Outlook Web App (OWA) Instant Messaging (IM).

Contact photos are displayed only if they are stored in the global address list (GAL). A contact who specified images through web URLs on the desktop client does not have a photo displayed for the contact.

Chats tab and conversation history

The Chats/Conversations tab on the Lync mobile client keeps track of the conversations that occurred only on that mobile device. It does not display chats from desktop clients. Chats on mobile devices are not displayed in the conversation history folder in the user's Microsoft Exchange mailbox.

How to send logs

Sending logs from Lync Mobile for Windows Phone

When users experience an issue with the Lync mobile client for Windows Phone, they can send logs by email to the technical support engineer. To do this, the user should set Diagnostic Logging to On in the Settings page and then click Send Diagnostic Logs on the About screen. Lync Mobile 2013 clients can click Save Logs to save logs directly from the Logging menu. 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 can save and send. An email message is automatically generated without log files attached. Therefore, make sure that the user attaches the newest picture in his or her photo library to the email message. Then, have the user enter an email address to which the user wants to send the logs. Users should send the logs to their IT Administrator or directly to the support engineer. 

Sending logs from Lync Mobile for iPhone and iPad

When users experience an issue with the Lync mobile client for iPhone or iPad, they can send logs by email to the technical support engineer. To do this, they should click More Details or Show Advanced Options and then locate Logging and Enable. They should reproduce their issue, browse back to the Logging section, and then click Send Logs or Send Log Files. An email message is automatically generated that contains the attached log files and client version information in the body of the message. Then, users should enter an email address to which they want to send the logs. Users should send the logs to their IT administrator or directly to the support engineer. 

Sending logs from Lync Mobile for Google Android

When users experience an issue with the Lync mobile client for Google Android, they can send logs by email to the technical support engineer. To do this, users should follow these steps: 
  1. Sign in to the Google Android device, and then, on the Signing in tab, tap Options.
  2. On the Options screen, tap Diagnostic logging, sign out, and then sign in again.
  3. Reproduce the issue.
  4. Return to the Options screen, and then tap About Lync.
  5. Tap Send diagnostic logs, and then select an email account that is set up.
  6. In the To box, type the recipient's email address.
  7. In the Subject box, type a subject, and then tap Send. Logs are attached as a compressed (.zip) file.

Sending logs from Nokia Symbian

There is currently no way to send logs from a Nokia Symbian device.

Comparison of Lync mobile clients

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

Propriétés

ID d'article : 2837185 - Dernière mise à jour : 17 nov. 2016 - Révision : 1

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