Oct 21, 2014  There have been some updates to Microsoft Office, including Lync, that may resolve this issue. Mar 14, 2017  In the Microsoft Lync for Mac 2011 Update volume window, double-click the Lync for Mac 2011 Update application to start the update process, and then follow the instructions on the screen. If the installation finishes successfully, you can remove the update installer from your hard disk.

Nov 08, 2012 Original Title: Setting Up Microsoft Lync for Mac 2011. I am setting Lync Mac 2011 and facing the following problem: 'Sign in to Microsoft Lync failed because the service is not available or you may not be connected to the internet.'

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

Microsoft Lync Mac Sign In Failed Email

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:

1. Start Lync for Mac.

2. Enter your email address, user ID, and password.

3. Next to Sign in as, select the presence status that you want to display after you sign in.

4. 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.

5. 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.

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

1. 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.

   Note

   When you do this, sign-in will fail. This is expected behavior.

2. 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:

1. 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.

2. In the left pane, click login, and then click Certificates.

3. 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.

4. Close Keychain Access.

5. 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:

1. Open Keychain Access Preferences, and then click Reset My Default Keychain.

2. 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:

1. Open Finder, locate the following folder, and then delete it:

   DocumentsMicrosoft User DataMicrosoft Lync Data

2. Start Lync for Mac, and then sign in to Skype for Business Online.

3. 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:

1. Verify the version of the operating system that's used.

2. Verify the error message that's returned.

3. Turn on logging for troubleshooting in Lync for Mac. To do this, follow these steps:

   1. On the Lync menu, click Preferences, and then click General.
   2. Under Logging, click to select the Turn on logging for troubleshooting check box.

4. Exit Lync for Mac, and then restart Lync for Mac to create a log file.

5. Reproduce the issue.

6. Turn off logging for troubleshooting. To do this, follow these steps:

   1. On the Lync menu, click Preferences, and then click General.
   2. Under Logging, clear the Turn on logging for troubleshooting check box.

7. Collect the log files for Lync for Mac. To do this, follow these steps:

   1. On the menu bar in Finder, click Go, and then click Go to Folder.

   2. 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.

   3. 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.

Microsoft Lync Mac Sign In Failed Download

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.

October 21 - Microsoft Lync for Mac 2011 client update released today

This update addresses two known issues:

• Lync for Mac sign-in into Office 365
• Installation of Mac OS X Lion 10.7.2 causes Lync for Mac to become inoperable

The Lync for Mac client is supported with Office 365 however we have an issue under investigation where customers can’t sign in.

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October 13 – 3rd workaround possibility

Updating October 12 with another workaround which might help you in the short term. We do recommend customers open support tickets for issues so we can track them and follow up accordingly. The only other thing I am hearing rumblings about is the use of VPN solutions possibly being a factor including ones that were working with Communicator for Mac. Cases like this benefit from as complete a picture as possible until we find the 1 or 2 key items.

Workarounds

1. Updating with Microsoft article http://blog.officeformac.com/lync_mac_osx1072/. Originally I saw the solution from this 3rd party blog article about “Unknown” Keychain - http://techvirtuoso.com/2011/10/12/os-x-10-7-2-and-lync-for-mac-2011-crash-on-start-how-to-fix-it/
2. Babul and I had a dialog starting from a Twitter question, thankfully he fixed the issue and also blogged the solution here regarding the requirement Lync has with Exchange configuration- http://blog.montopolis.com/2011/10/20/lync-2011-mac-exc_bad_access-crash/
3. The only way to get the client to login, is to try login in with a bad userid for example: myemail@contoso.com Then login fails as expected. After I remove the ' character from userid it logins in.
4. Some users are reporting that by manually specifying the server address in the configuration as sipdir.online.lync.com:443
5. This one is listed as a fix for Communicator in the comments of http://ucken.blogspot.com/2011/03/enterprise-voice-and-communicator-for.html , but it seems reasonable to be applicable to Lync also. Office 2011 Outlook not configured to use Exchange, but the Communicator of Mac option the calender/presence integration is enabled. Unchecking such integration resolved by problem. If you have difficulty even to go to the option page, try to set the Communicator's preference 'DisableCalendarPresence' to 1

TomL LCSKid

October 12, 13 and 20 – Adding workarounds and reordering with most likely listed first

Microsoft Lync Server

October 20 – Changing subject as this is not specific to Office 365 but also with on-premise installations.