If you’re having trouble signing in to Lync Online, you may be able to resolve the issue yourself before contacting technical support.
What do you want to do?
Troubleshoot common sign-in errors
The following table describes common sign-in issues, along with more information and suggestion action.
|
Issue |
Suggested Resolution |
|
I forgot my password. |
Contact your organization’s technical support team and ask them to reset your password. |
|
When I try to sign in, I get an error message containing the following phrase: Sign-in address not found |
|
|
When I try to sign in, I get an error message containing the following phrase: the authentication service may be incompatible with this version of the program |
First, confirm that your user ID and password are correct. If they are, and you’re sure you’ve entered them correctly, then you may need to update your copy of Lync Online to the latest version. To do this, follow these steps:
If you still cannot sign in, contact your technical support team. For details, see the following section, Contact technical support. |
|
What is the difference between my sign-in address and my user ID? |
In most cases your user ID and sign-in address are the same, so you can enter the same information in both boxes. |
|
Lync keeps asking me to sign in after I’ve already signed in |
When you first sign in to Lync, you may be asked to enter your sign-in credentials up to three times as Lync connects to your calendar and other online services. Important: Even if the issue is resolved, notify your organization’s technical support team in order to prevent it from happening again. |
|
When I try to sign in, I get an error message containing the following phrase: Cannot sign in because the server is temporarily unavailable. |
You may have an out-of-date version of the Microsoft Online Services Sign-in Assistant. Uninstall the Microsoft Online Services Sign-in Assistant, and then reinstall it from the Microsoft 365 portal at http://portal.office.com/. If you still cannot sign in, contact your technical support team. For details, see the following section, Contact technical support. |
|
I get this error message when I try to sign in: Problem acquiring a personal certificate that is required to sign in |
If your sign address has recently changed, you may need to delete your old sign-in data. Run the automated Fix it wizard in Microsoft Knowledge Base article 2698626. |
|
I get this error message when I try to sign in: User name, password, or domain appears to be incorrect |
The user’s sign address may have changed recently. Ask the user to reinstall the Online Services Sign-in Assistant from the Microsoft 365 Portal at http://portal.office.com/, and then try signing in again |
Contact technical support
When you contact your organization’s technical support team about your log-in issue, provide them with the following information:
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A detailed description of the steps that led to the error, and the exact text of the error message.
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A link to the following additional information for administrators: Troubleshoot problems with Skype for Business Online.
Gather error logs if requested to do so by technical support
An error log is a record of what happens when a computer encounters a problem. Your technical support team may request that you provide them with error logs to help analyze sign-in or other problems in Microsoft Lync 2010 or Windows.
You may be asked to provide one or more of the following types of logs:
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Lync log files or Windows Event Logs. For details see Set Logging options.
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Microsoft Online Services Diagnostic and Logging (MOSDAL) Support Toolkit. For details, see Using the MOSDAL Support Toolkit.
