Oct 27, 2016 Open the General pane of Security & Privacy preferences, choose the unlock icon, and then choose Anywhere to allow the Lync Installer to run. Choose the Lync Installer button to start the installer. Follow the prompts in the Lync for Mac Installer until it's finished, and then choose Close at. Jan 04, 2016 Click the Settings icon in the upper-right, Tools, then Options. Click Personal and the Advanced button. Enter sipdir.online.lync.com:443 as the Internal and External server under Manual configuration. Click OK twice and try to sign-in again. Sep 19, 2011 225 KB The Lync for Mac 2011 Deployment Guide is for system implementers, IT managers, system administrators, or other people who plan for, implement, and maintain Lync in their organizations. Lync is available as a standalone edition for volume licensing customers. Note: You can also view the Lync for Mac 2011 Deployment Guide online.
-->Introduction
This article contains information about how to troubleshoot Lync for Mac issues in Skype for Business Online (formerly Lync Online). It also discusses how to sign in to Skype for Business Online by using Lync for Mac and how to collect log files and system information for Lync for Mac issues.
Procedure
Before you troubleshoot
First, make sure that users follow the correct steps when they sign in to Skype for Business Online. If users are signing in to Skype for Business Online correctly and the issue persists, use one or more of the other methods later in this article to troubleshoot the issue, as appropriate for your situation.
Note
To connect Lync for Mac 2011 to Skype for Business Online in Office 365, you must have Lync for Mac version 14.0.6 or a later version installed. If you use a version that's earlier than version 14.0.6, you may have problems when you sign in to Skype for Business Online because earlier versions have issues that prevent authentication to Skype for Business Online. You can find the latest update at Update for Lync for Mac 2011.
Make sure that users follow the correct steps when they sign in to Skype for Business Online
To sign in to Skype for Business Online by using Lync for Mac, users should follow these steps:
- Start Lync for Mac.
- Enter your email address, user ID, and password.
- Next to Sign in as, select the presence status that you want to display after you sign in.
- If you want to save your credentials, click to select the Remember my password check box. Your credentials will be saved in the Mac OS Keychain and will work until the next time that your password changes or expires.
- To configure additional options for connecting to Skype for Business Online, click Advanced. You can configure the following options:
- Automatic Configuration: In most cases, this is the correct setting. If the necessary DNS records are present and automatic configuration isn't working, try Manual Configuration.
- Manual Configuration: Select this option if automatic configuration is failing, and specify the following values:
- Internal server name: sipdir.online.lync.com:443
- External server name: sipdir.online.lync.com:443
- Kerberos authentication:Leave this option cleared. Office 365 uses the Microsoft Azure AD authentication system for authentication.
If you still can't sign in
The following table describes error messages that may occur when users sign in or use Lync for Mac with Skype for Business Online.
Error | Cause | Type | Resolution |
---|---|---|---|
The service might not be available, or you might not be connected to the Internet. Make sure the server is available. Also, make sure your network connection cable is securely connected. | This issue may occur if Lync can’t detect a suitable Lync Server. | Client | To troubleshoot this issue, see the Make sure that users follow the correct steps when they sign in to Skype for Business Online section. |
Lync was unable to sign in. Please verify your logon credentials and try again. If the problem continues, please contact your support team. | Various causes. | Client | To troubleshoot this issue, see the Users may be unable to sign in unless they first use an incorrect sign-in address section. |
The user name, password, or domain appears to be incorrect. Ensure that you entered them correctly. If the problem continues, please contact your support team. | This issue may occur in scenarios in which a federated user tries to sign in, and this user has a password that's longer than 16 characters. | User Account | To troubleshoot this issue, see the Federated users synchronized from on-premises Active Directory Domain Services can't sign in by using a password that's longer than 16 characters section. |
EXC_BAD_ACCESS | This issue may occur if Lync for Mac tries to integrate or schedule meetings with an Exchange mailbox that isn't hosted in Exchange Online. | Client | To troubleshoot this issue, see the Lync for Mac crashes, and the user receives an 'EXC_BAD_ACCESS' error or Clear cached data and corrupted certificates in Lync sections. |
Troubleshoot Lync for Mac issues
Use one or more of the following methods, as appropriate for your situation.
Users may be unable to sign in unless they first use an incorrect sign-in address
- Try to sign in to Skype for Business Online by using an incorrect sign-in address. That is, a sign-in address that you know won't work. For example, EmailAddress @contoso.com.NoteWhen you do this, sign-in will fail. This is expected behavior.
- After the sign-in fails, sign in by using the correct sign-in address. For example, EmailAddress@contoso.com.
If Lync for Mac stops working after an Internet connectivity issue, flush the DNS cache
To flush the DNS cache, do one of the following, depending on the version of Mac OS that you're running:
- If you're running Mac OS X 10.5, Mac OS X 10.6, or Mac OS X 10.7 Lion, start Terminal, and then run the following command: dscacheutil -flushcache
- If you're running Mac OS X 10.4 Tiger, start Terminal, and then run the following command: lookupd -flushcache
Clear cached data and corrupted certificates in Lync
First, delete the following folders:
- 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. To do this, follow these steps:
- 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.
- In the left pane, click login, and then click Certificates.
- In the right pane, find a certificate that's named Unknown or Communications Server, select it, and then delete it.Note You may have to unlock your keychain by using your password.
- Close Keychain Access.
- Restart Lync for Mac.
Important
Before you perform the next step, try reproduce the issue by using a new test user account. If the issue doesn't repeat in the new account, then follow these steps:
- Open Keychain Access Preferences, and then click Reset My Default Keychain.
- Open Finder, locate the following folders, and then delete them:/Users/Home Folder/Documents/Microsoft User Data/Microsoft Lync Data/Users/Home Folder/Documents/Microsoft User Data/Microsoft Lync History
Federated users synchronized from on-premises Active Directory Domain Services can't sign in by using a password that's longer than 16 characters
Organizations that have on-premises customer password policies may allow for passwords to exceed 16 characters. By default, the password policy in Office 365 restricts passwords to 16 characters or less. Because of the Windows Challenge/Response (NTLM) authentication mechanism in the Mac OS, passwords that are longer than 16 characters aren't recognized correctly, and this causes sign-in to fail.
To work around this issue, the user should change his or her password to be 16 characters or less.
Lync for Mac crashes, and the user receives an 'EXC_BAD_ACCESS' error
This error message usually occurs when Lync for Mac tries to integrate or schedule meetings with an Exchange mailbox that isn't hosted in Exchange Online. This scenario isn't supported in Skype for Business Online. For the best experience, you should use both Skype for Business Online and Exchange Online. However, if that isn't an option, follow these steps as a potential workaround:
- Open Finder, locate the following folder, and then delete it:DocumentsMicrosoft User DataMicrosoft Lync Data
- Start Lync for Mac, and then sign in to Skype for Business Online.
- On the Lync for Mac menu, click Preferences, click Account, and then clear the Use Microsoft Exchange for managing personal information check box.Note You must perform step 3 quickly after you sign in.
Collect log files and system information for Lync for Mac issues
To collect log files and system information for Lync for Mac issues, follow these steps:
- Verify the version of the operating system that's used.
- Verify the error message that's returned.
- Turn on logging for troubleshooting in Lync for Mac. To do this, follow these steps:
- On the Lync menu, click Preferences, and then click General.
- Under Logging, click to select the Turn on logging for troubleshooting check box.
- Exit Lync for Mac, and then restart Lync for Mac to create a log file.
- Reproduce the issue.
- Turn off logging for troubleshooting. To do this, follow these steps:
- On the Lync menu, click Preferences, and then click General.
- Under Logging, clear the Turn on logging for troubleshooting check box.
- Collect the log files for Lync for Mac. To do this, follow these steps:
- On the menu bar in Finder, click Go, and then click Go to Folder.
- In the Go to the folder box, type the path of the logs folder. For example, type /user//library/logs. Then, click Go.Note<Useraccountfolder> is usually the same as the user name that the user uses to log on the computer. The user name can also be found next to the House icon at the top of the Finder window.
- In the Logs folder, collect the log files.
Uninstall and reinstall Lync for Mac 2011
If the steps in this article don't resolve the issue, try to do a clean uninstallation of Lync for Mac 2011, and then reinstall the application. For more information about how to do a clean uninstallation of Lync for Mac 2011, see How to do a clean uninstallation of Lync for Mac 2011.
More Information
If you're using third-party virtualization software for the Mac, it can coincide with various performance-related issues including but not limited to slow desktop sharing, unexpected poor media quality, possible sign-in and Exchange integration issues. In order to continue, Microsoft technical support may have to confirm that the issue occurs on a computer where the third-party virtualization software isn’t present.
Third-party information disclaimer
The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, about the performance or reliability of these products.
Still need help? Go to Microsoft Community.
-->Problem
One or more of the following features don't work as expected in Skype for Business Online (formerly Lync Online):
- Skype for Business Online Autodiscover and automatic sign-in
- Skype for Business Online federation with external users
- Public Internet Connectivity (PIC) together with Windows Live, MSN, and Outlook.com users
- Outlook Web Access instant messaging
- Sign in from Lync Mobile clients by using the Auto-Detect Server option
Or, you receive one of the following error messages when you sign in to Lync 2010 or Lync 2013:
- Lync couldn’t find a Lync Server for contoso.com. There might be an issue with the Domain Name System (DNS) configuration for your domain. Please contact your support team.
- Cannot sign in because the server is temporarily unavailable. If the problem continues, please contact your support team.
Solution
To resolve these issues, make sure that you add the following service (SRV) and alias (CNAME) records to your Domain Name System (DNS) host.
Manual Configuration Settings
SRV records
Skype For Business Mac
Type | Service | Protocol | Port | Weight | Priority | TTL | Name | Target |
---|---|---|---|---|---|---|---|---|
SRV | _sip | _tls | 443 | 1 | 100 | 1 hour | <DomainName> | sipdir.online.lync.com |
SRV | _sipfederationtls | _tcp | 5061 | 1 | 100 | 1 hour | <DomainName> | sipfed.online.lync.com |
CNAME records
Type | Host name | Destination | TTL |
---|---|---|---|
CNAME | sip.<DomainName> | sipdir.online.lync.com | 1 hour |
CNAME | lyncdiscover.<DomainName> | webdir.online.lync.com | 1 hour |
Note
The <DomainName> placeholder in this table represents the name of the Session Initiation Protocol (SIP) domain of your organization, such as contoso.com.
Lync For Mac Download
More information
This issue occurs if all the following conditions are true:
- You use a custom domain in Office 365.
- DNS SRV resource records, CNAME resource records, or both kinds of records are configured incorrectly for your domain.
Troubleshoot Skype for Business Online DNS issues with the Lync Remote Connectivity Analyzer (RCA)
Go to the Lync Connectivity Analyzer and select Office 365 Custom/Vanity Domain Name Settings Test for Lync. Enter the sign-in address that you're using when you to try to sign in to Skype for Business Online (for example, [email protected]), and start the test.
This test examines all four DNS records that are required by Skype for Business Online to determine whether they're correctly configured.
If any issues are detected, check the DNS configuration with your domain registrar. For instructions about how to configure DNS for the most common DNS providers, go to the following Microsoft Office 365 website: Create DNS records at any DNS hosting provider for Office 365
If you can't add SRV records through your DNS host
Some DNS hosts can't host SRV records, or the DNS hosts don't have options to host SRV records. This condition blocks the ability to communicate with external users (Federated and PIC). In these cases, there is currently no workaround except to change DNS hosts or to manage DNS through an on-premises DNS host.
Some UNIX or Linux OS servers that host DNS don’t require the underscore (_) when you add SRV records to the DNS host. If your DNS host is running UNIX or Linux and the SRV records aren’t resolving correctly, remove the underscore from the host name of the SRV record.
References
For more information about how to create and verify DNS SRV records if you have an on-premises DNS host, go to the following Microsoft TechNet website:
For Office 365 for professionals and businesses, go to this article in the Microsoft Knowledge Base:
2526143 You can't sign in to Skype for Business Online by using a domain that is configured for full redelegation
Still need help? Go to Microsoft Community.