Troubleshooting Lync Online Sign-in Errors

If you’re having trouble signing in to Lync Online, you may be able to resolve the issue yourself before contacting technical support.

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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
  1. First, confirm that your user ID and password are correct.
  2. Next, check the format of your user ID, which should look like the following example: bobk@contoso.com. This may be different from the format you use to sign in to your organization’s network.
  3. If your user ID and password are correct, and you’re sure you’ve entered them correctly, then contact your technical support team. For details, see the following section, Contact technical support.

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:

  1. Uninstall both Lync and the Microsoft Online Services Sign-in Assistant.
  2. Reinstall both programs from the Office 365 Portal at http://portal.microsoftonline.com/.

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.
If you still cannot sign in, contact your organization’s technical support team. In some organizations, these two values are different.
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 Office 365 portal at http://portal.microsoftonline.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 Office 365 Portal at http://portal.microsoftonline.com/, and then try signing in again

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Contact technical support

When you contact your organization’s technical support team about your log-in issue, provide them with the following information:

  1. A detailed description of the steps that led to the error, and the exact text of the error message.
  2. A link to the following additional information for administrators: Troubleshooting Lync Sign-in Errors (Administrators).

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:

  • Lync log files or Windows Event Logs. For details see Set Logging options.
  • Microsoft Online Services Diagnostic and Logging (MOSDAL) Support Toolkit. For details, see Using the MOSDAL Support Toolkit.

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Applies to:
Lync 2010 for Office 365