Troubleshooting Lync sign-in for users

What does this guide do?

Helps Lync 2013 users diagnose and resolve sign-in issues.

Who is it for?

Lync 2013 users (not administrators) who have problem signing in Lync 2013.

Note

How does it work?

We’ll begin by asking you questions about your installation and the symptoms you’re experiencing. Then we’ll take you through a series of troubleshooting steps and configuration checks that are specific to your situation.

IMPORTANT: Some troubleshooting steps are different depending on the type of installation you have—Lync Server or Lync for Office 365. Please complete each troubleshooting step, even if it doesn’t seem to apply to you.

Estimated time of completion:

The amount of time you spend will depend on the type of installation you have, and the causes of your Lync sign-in issues.

Test your sign-on credentials

The first step is to try to sign in with your Lync credentials in another location: Lync Web Scheduler.

In most cases, both your sign-in address and user name look like one of these examples:

  • someone@example.com
  • someone@example.onmicrosoft.com

Can you sign in to Lync Web Scheduler at https://sched.lync.com ?

Test your sign-on credentials

The first step is to try to sign in with your Lync credentials in another location: Lync Web Scheduler.

In most cases, both your sign-in address and user name look like one of these examples:

  • someone@example.com
  • someone@example.onmicrosoft.com

Can you sign in to Lync Web Scheduler at https://sched.lync.com ?

Check the format of your user name and sign-in address

Make sure that you’re using your Office 365 credentials. In most cases, both your sign-in address and user name will look like one of these examples:

  • someone@example.com
  • someone@example.onmicrosoft.com

Can you sign in to the portal now?

Sign in to Lync with your corrected sign-in address

If you’re able to successfully sign in to Lync Web Scheduler, try signing in to Lync again with the same type of credentials: 

someone@example.com or someone@example.onmicrosoft.com


Were you able to sign in to Lync?

Contact your workplace technical support for a new password

If you’ve forgotten your password or it’s no longer working, use the Microsoft Online Password Reset site to request a new password from your workplace technical support team— typically the people who set up your account for you.

IMPORTANT: If the password reset site doesn’t work for you, contact your workplace tech support team directly. Provide them with these links:

Once you have a new password, try signing in to Lync again.


Did this solve your problem?

Sign in on another device

Are you able to sign in on another computer, or on a tablet or smartphone?

Sign in on another network

Can you sign in on a different network—for example, at home, or at a public wireless access point?

Type of device

If you can’t sign in on another network, the issue might be with the Lync client you’re using.


What type of devices are you using to sign in to Lync?

Determine Lync client version (Windows)

Details

If you’re using the desktop version of Lync, here’s how to find out if it’s Lync 2010 or Lync 2013:

  • Click the arrow next to the Options button 
    3719_image5
      , and then go to Help > About Microsoft Lync.

Choose your version of Lync:

Type of device

What type of devices are you using to sign in to Lync?

Update operating system (Windows)

Make sure your computer has the most current updates installed.

Details

Go to Control Panel > Windows Updates.


Did this solve your problem?

Synchronize your system clock with the network (Windows computer or laptop)

Make sure your system clock shows the correct time, and then try signing in again.

Details

Update your computer’s system time:

Windows 8

  1. Go to a web site that shows Coordinated Universal Time (UTC).
  2. Go to Setting > PC Settings > Time and Language.
  3. Note your UTC offset, and compare your device’s time to that shown on the website. 
    3719_image14
     

If you need to update your device’s time:

  1. Turn off Set time automatically and tap Change.
  2. Update the time and tap Change.
  3. Try signing in again.

Windows 7

  1. Go to a web site that shows Coordinated Universal Time (UTC).
  2. Go to Control Panel > Date and Time, and note the UTC offset for your location. 
    3719_image6
     

  3. If you need to, choose Change date and time and update your computer’s clock.
  4. Try signing in again.

Did this solve your problem?

Determine Lync client version (Windows)

Details

If you’re using the desktop version of Lync, here’s how to find out if it’s Lync 2010 or Lync 2013:

  • Click the arrow next to the Options button 
    3719_image5
      , and then go to Help > About Microsoft Lync.

Choose your version of Lync:

Update Lync 2010

Make sure you have the most current version of Lync 2010.


Did this solve your problem?

Desktop Setup (Lync 2010)

Make sure you have the most current version of the Microsoft Online Services Sign-in Assistant.


Did this solve your problem?

Delete Lync 2010 sign-in information

Make sure that previously saved sign-in information isn’t blocking your current sign-in attempt.

Windows 8

Here’s an easy fix: delete Lync 2010 sign-in information

This fix will remove previously saved sign-in information

Just download the fix, then click Run.

Easy fix 20045

Download

Windows 7, Windows Vista, Windows XP, Windows Server 2008, or Windows Server 2003

Here’s an easy fix: delete Lync 2010 sign-in information

This fix will remove previously saved sign-in information

Just download the fix, then click Run.

Easy fix 50935

Download


Did this solve your problem?

Update Lync 2013

Make sure the user has the most current version of Lync 2013.


Did this solve your problem?

Delete Lync 2013 sign-in information

Make sure that previously saved sign-in information isn’t blocking your sign-in attempt:

  1. Sign out and delete sign-in information.
  2. Delete cached sign-in credentials.
  3. Try signing in again.

Details

Follow these steps:

  1. Click the status menu below your name, and then click Sign Out.
  2. On the sign-in screen, click Delete my sign-in info.
    3719_image9
     

  3. Find your local AppData folder by copying this text and pasting it into the Windows Explorer or File Explorer address bar:
     %LOCALAPPDATA%\Microsoft\Office\15.0\Lync\
  4. Delete the folder with your sign-in information. The folder name looks like this:
     sip_someone@example.com.
  5. Try signing in again.

Did this solve your problem?

Update operating system (Mac computer or laptop)

Make sure your computer has the most current updates installed.

Details

Choose Apple

3719_image10
 menu > Software update.


Did this solve your problem?

Synchronize your system clock with the network (Mac computer or laptop)

Make sure your system clock shows the correct time, and then try signing in again.

Details

Follow these steps:

  1. Go to a web site that shows Coordinated Universal Time (UTC).
  2. Go to Apple
    3719_image10
     
    > System Preferences.
  3. In the Date & Time pane, click the Date & Time tab.
  4. Note the UTC offset for your location.
  5. If you need to, update your computer’s clock, and then try signing in again.

Did this solve your problem?

Update Lync for Mac 2011

Make sure your computer has the most recent version of Lync for Mac 2011.


Did this solve your problem?

Delete Lync for Mac 2011 sign-in information

Make sure that previously saved sign-in information isn’t blocking your current sign-in attempt.

Details

First, delete the following:

  • Users/Home
    Folder/Library/Caches/com.microsoft.Lync
  • Users/Home Folder/Documents/Microsoft User
    Data/Microsoft Lync History

Then delete any corrupted or cached certificates:

  1. Open the Keychain Access certificate management utility. To do this, in Finder, click Applications, click Utilities, and then click Keychain Access. Or, search for Keychain Access by using Spotlight.
  2. In the left pane, click login, and then click Certificates.
  3. In the right pane, find any certificate named Unknown or Communications Server, select it, and then delete it.
    Note You may have to unlock your keychain by using your password.
  4. Close Keychain Access.
  5. Restart Lync for Mac.

Did this solve your problem?

Update Lync on the smartphone or tablet

Go to the app store for your device and check for updates to the currently installed version of Lync.


Did this solve your problem?

Configure connection settings manually (Lync 2010 and Lync 2013)

Manually add Lync server settings and try signing in again.

Details

Manually add Lync server settings:

  1. Go to Lync options 
    3719_image5
     > Personal.
  2. Under My account, click Advanced, and then click Manual configuration.
    3719_image11
     

  3. Enter sipdir.online.lync.com:443 in both boxes, and then click OK > OK.
  4. Sign out, and then try signing back in.

Did this solve your problem?

Configure connection settings manually (Lync for Mac 2011)

Manually add Lync server settings, and then try signing in again.

Details

Ask the user to follow these steps:

  1. Click Advanced.
  2. Under Authentication, clear the Use Kerberos check box.
  3. Under Connection Settings, click Manual configuration.
  4. In both the Internal Server Name box and the External Server Name box, type or paste sipdir.online.lync.com:443.
  5. Click OK.

Did this solve your problem?

Issue temporarily resolved (Clients and devices)

We’re glad to hear you’re back in service.

To help your organization find out why Lync can’t automatically sign in, contact your workplace technical support—typically the person who sent you email about how to get set up with Office 365. Include a link to the Lync Online sign-in guide for admins.

Configure Lync Online connection settings manually (Lync for mobile devices)

Manually add Lync Online server settings, and then try signing in again.

Details

Manually add Lync server settings:

  1. On the Lync sign-in screen, tap More Details (Windows) or Show Advanced Options (iPhone, iPad, or Android).
  2. Turn off Auto-Detect Server.
  3. In both the Internal Discovery Name and External Discovery Name boxes, enter https://webdir.online.lync.com/Autodiscover/autodiscoverservice.svc/Root
  4. Click Sign In.

Did this solve your problem?

Issue resolved

Congratulations, you’ve resolved your sign-in issue!

Contact your workplace technical support

We’re sorry, but we couldn’t resolve your sign-in issue. For more troubleshooting, contact your workplace technical support—typically the person who sent you email about how to get set up with Office 365. Include a link to the Lync Online sign-in guide for admins.

Enter your Lync user ID

If Lync asks you for your user ID, in most cases it is the same as your sign-in address—for example,
bobk@contoso.com.

If that doesn’t work, try the same credentials you use when signing in to your organization’s network—for example,
CONTOSO\bobk.


Did this solve your problem?

Update Lync Windows Store app

Make sure you have the most current version of Lync Windows Store app:

  1. On the Start screen, tap Store
    3719_image3
     

  2. Search for Lync, and install the update if one is available.
  3. Try signing in again.

Did this solve your problem?

Delete your sign-in information (Lync Windows Store app)

Make sure that previously saved sign-in information isn’t blocking your sign-in attempt:

  1. On the Lync Windows Store app sign-in screen, tap Delete my sign-in info.
    3719_image4
     

  2. Try signing in again.

Did this solve your problem?

Clear the DNS cache(Lync 2010)

Make sure that previously save network information is not blocking your sign-in attempt, and then try signing in again.

Windows 8

Clear the DNS cache (summary):

  • Run the Command prompt app as an administrator, and enter ipconfig /flushdns.

Clear the DNS cache (details):

  1. Swipe in from the right or point to the upper right of the screen.
  2. Choose Search, and then type command.
  3. Select the Command prompt app, and then swipe up from the bottom or right click for options.
  4. Choose Run as administrator, and then choose Yes.
  5. Enter ipconfig /flushdns

Windows 7, Windows Vista, Windows XP, Windows Server 2008, or Windows Server 2003

Clear the DNS cache:

  1. Click Start, and in the Search programs and files box, enter cmd.exe.
  2. Right-click cmd.exe in the search list, and then click Run as administrator.
  3. Enter ipconfig /flushdns.

Did this solve your problem?

Can’t sign in to Lync Web Scheduler

What kind of error did you get when you tried to sign in to https://sched.lync.com ?

Configure Lync Server connection settings manually (Lync for mobile devices)

If the Lync Online manual configuration didn’t work, your organization may be using Lync Server.

  • First try signing in with this Lync Server setting: https://webdir.example.com/Autodiscover/ autodiscoverservice.svc/Root
    where example.com is your domain name.
  • Then try signing in with this Lync Server setting: https://webext.example.com/Autodiscover/ autodiscoverservice.svc/Root
    where example.com is your domain name. 

Details

Manually add Lync server settings:

  1. On the Lync sign-in screen, tap More Details (Windows) or Show Advanced Options (iPhone, iPad, or Android).
  2. Turn off Auto-Detect Server.
  3. In both the Internal Discovery Name and External Discovery Name boxes, enter the webdir server address on the left. For example, if your domain name is contoso.com, enter https://webdir.contoso.com/Autodiscover/autodiscoverservice.svc/Root
  4. Click Sign In.
  5. If you weren’t able to sign in, enter the webext server address on the on the left in both boxes. For example: https://webext.contoso.com/Autodiscover/autodiscoverservice.svc/Root
  6. Click Sign In.

Did this solve your problem?

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