Troubleshoot Lync Online issues after you add your custom domain in Office 365

Getting Lync Online to work with your domain in Office 365 can be challenging. There are DNS records to set up, and the DNS system is slow and nitpicky. If you’re having trouble getting Lync Online set up, read on to see if the steps here help.

 Note    Just getting started with Office 365? Learn about setting up and managing domains for Office 365 Small Business or Office 365 Enterprise and Office 365 Midsize Business.

Get help with one of these issues

I can’t schedule Lync Online meetings, see presence info, or send instant messages from Outlook Web App 

I can’t sign in to Lync Online

I have a different problem with Lync Online

If these troubleshooting steps don’t help in your situation, try posting a question in the Office 365 community forums. They’re a great resource, including Microsoft support agents who can help if you’ve tried the steps here and are still stuck.

I can’t schedule Lync Online meetings, see presence info, or send instant messages from Outlook Web App

Applies to:

Office 365 Small Business, if you manage your DNS records at your DNS hosting provider; Office 365 Enterprise; or Office 365 Midsize Business

What you see:

You can’t schedule Lync Online meetings, you don’t see presence for contacts, and when you try to use the Instant Messaging (IM) feature in Outlook Web App, you receive an error message stating that Instant Messaging isn’t available.

Why it happens:

Incorrect DNS records (Office 365 Enterprise and Office 365 Midsize Business):    The DNS records required for Lync Online are either missing or misconfigured.

Incorrect DNS records (Office 365 Small Business):    If you chose not to have Office 365 manage your DNS records, the DNS records required Lync Online are either missing or misconfigured.

Time delays:    After you add or update DNS records for your domain, it can take up to 72 hours for the changes to take effect because of the way the DNS system does updates. And if you realize there was a typo in a record and you go back to fix it, the new update can also take up to 72 hours to finish updating across the system.

What you can do:

Look at the DNS records for your domain (Office 365 Enterprise and Office 365 Midsize Business).    Compare the list of DNS records that are needed for your Office 365 services to work against the DNS records that are set up at your hosting provider. To see the records that are required, do the following:

  • For Enterprise or Midsize Business plans: Go to Admin > Office 365 > Domains, select the domain you’re setting up, and then click View DNS settings > DNS records.
  • For Small Business plans: Go to Admin > Domains, and click Manage your website and email domains. Select the domain you’re setting up, and then click Manage DNS settings > DNS records.

Specifically, the DNS SRV record is required for federation, and the LyncDiscover CNAME record is required for IM and online meeting functionality.

For instructions for finding and changing the records at your hosting provider, see Create DNS records for Office 365.

Make sure it’s been 72 hours.    It’s frustrating to have to wait so long after you’ve added the record, but DNS can be very slow to update across all the network servers.

It’s been more than 72 hours, still not working. Try removing and adding the DNS records for Lync Online again. Why can this help? Sometimes an error you can’t see gets added during a copy-and-paste, for example, and recreating the records can fix the problem. To recreate the records, follow the step-by-step instructions for your DNS hosting provider.

Get more information. See the following Microsoft Knowledge Base articles:

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I can’t sign in to Lync Online

Applies to:

Office 365 Small Business, if you chose to have Office 365 manage your DNS records (full redelegation)

What you see:

You receive an error message that states the server is temporarily unavailable.

Why it happens:

NS records not updated (Office 365 Small Business):    The final step to setting up your domain is to switch DNS management over to Office 365 by updating your name server (NS) records at your domain registrar. If you haven’t done this yet, you can’t sign in to Lync Online.

Time delays:    After you add or update DNS records for your domain, it can take up to 72 hours for the changes to take effect because of the way the DNS system does updates. And if you realize there was a typo in a record and you go back to fix it, the new update can also take up to 72 hours to finish updating across the system.

What you can do:

Look at the NS records for your domain (Office 365 Small Business).    At your domain registrar, update your NS records to point to the Office 365 name servers:

ns1.bdm.microsoftonline.com

ns2.bdm.microsoftonline.com

Make sure it’s been 72 hours.    It’s frustrating to have to wait so long after you’ve added the record, but DNS can be very slow to update across all the network servers.

It’s been more than 72 hours, still not working. Try removing and adding the DNS records for Lync Online again. Why can this help? Sometimes an error you can’t see gets added during a copy-and-paste, for example, and recreating the records can fix the problem. Also, for Office 365 Small Business, check the NS records at your domain registrar’s website and make sure they’re pointing to the Office 365 name servers. To update the NS records, follow the step-by-step instructions for your DNS hosting provider.

Get more information. See the following Microsoft Knowledge Base article:

I have a different problem with Lync Online

What you see:

Some other problem with Lync Online.

What you can do:

Get more information. See the following Microsoft Knowledge Base article:

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Applies to:
Office 365 Enterprise admin, Office 365 Midsize Business admin, Office 365 Small Business admin