If you’re having issues signing in to Lync Windows Store app, check for the following:
- You have a Lync account from Office 365 or your organization. If you’re already using Lync on your desktop or on a mobile device, then you have a Lync account. If you don’t already have a Lync account, you can’t use Lync Windows Store app. Please contact the technical support team in your organization.
- Your PC or device has an Internet connection. Try opening a browser and going to a web page. If the page opens successfully, your device is connected to the Internet.
- The time and date on your device is set accurately. This is very important for devices that aren’t joined to a domain, for example, Microsoft Surface or other devices running Windows RT. Set your clock to an accurate time for your location. This will usually solve any time-related problems. Your Lync server will automatically adjust for time zone differences and Daylight Savings Time.
- Your sign-in address and user name are entered correctly.
If all the above are true and you still can’t sign in, keep in mind that server or service requirements are slightly different for each Lync client. It’s possible that your Lync deployment doesn’t meet the requirements to support Lync Windows Store app. So, maybe you can sign in to Lync 2013 for the desktop or Lync 2013 for a mobile client, but you can’t sign in to Lync Windows Store app.
Contact your technical support team for more information. Give them a detailed description of what led to the error, and the exact text of the error message, if any, that was displayed.
Troubleshooting sign-in issues
The following table lists some common sign-in issues and suggested resolutions.
| Issue |
Resolution |
| I forgot my password. |
Contact your technical support team to reset your password. |
| When I try to sign in, I get an error message that includes, “the server version is incompatible with Lync.” |
Generally, this message means that Lync couldn’t find the Lync server based on the sign-in address you entered. Check the following:
- You have a valid Lync account.
- You have correctly entered your sign-in address.
- The time on your device is set correctly.
- You have Internet access.
If you have confirmed these requirements, the problem might be one of the following:
- Your Lync server or service is unavailable because of network issues.
- The server might be too old or not configured to support Lync Windows Store app.
- The certificates on your device might not be correct.
Contact your technical support team for help.
|
| When I try to sign in, I get an error message that includes, “Please check your sign-in info.” |
Check that:
- The format of your sign-in address. It is should be similar to: bobk@contoso.com. This may be different from the format you use to sign in to your organization’s network.
- The time on your device is set correctly.
- You have Internet access.
If you still can’t sign in, contact your technical support team for help.
|
| What’s the difference between my sign-in address and my user name? |
Usually, your sign-in address and user name are the same, so you can enter the same information in both boxes.
If you still can’t sign in, contact your technical support team. In your organization, your sign-in address and user name might be different. |
| Lync keeps asking me to sign in after I’ve already signed in. |
When you first sign in to Lync, you might be asked to enter your sign-in credentials up to three times as Lync tries to connect to your calendar and other online services.
Important The credentials for your calendar and other services could be different from those for Lync.
Even if the issue is resolved, notify your technical support team so they can help prevent this from happening again.
|
| Lync doesn’t remember my sign-in credentials. |
To have Lync remember your user name and password, select the Remember my credentials check box when signing in. On a device with a touchscreen, the onscreen keyboard used to enter your user name and password might be covering the check box. If you don’t see the check box, scroll up in the dialog box. |
For administrators
For information about how to support Lync Windows Store app in your organization, see Lync Windows Store app requirements.
