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There's a problem with your Instant Messaging configuration and you can't be signed in. For assistance, please contact your helpdesk.

Issue:  Lync – OWA integration broken.
Error:  There's a problem with your Instant Messaging configuration and you can't be signed in. For assistance, please contact your helpdesk. 
Problem Statement 
Whenever you login Outlook Web Access you will see the error message ‘There's a problem with your instant Messaging configuration and you can't be signed in’. No buddy list will show there.
It because of either you instant messaging server name (Lync pool server) wrongly or added multiple pool server name in OWA virtual directory.
There are many things which you need to check and verify.
1.     CAS Server certificate, it must trusted with your Lync Server.

Command let to check certificate:

a.     Get-ExchangeCertificate | fl

It will be look like below- image02 

2.     Verify thumbprint of certificate.

You always verify the thumbprint using below command let-

a.     Get-ExchangeCertificate | fl services, thumbprint

It will look like below image03 

3.     Check and verify the trusted application pool.

Check the Owa pool and see Lync pool server name. If you see more than one Lync then you must have to check following things:-
a.      Are they have same Lync version or different?
b.     Do you have more than one Lync pool next to ‘InstantMessagingServerName’?, see the below Image shows two Lync pool server FQDN next to InstantMessagingServerName’.
c.      Are both Lync pool are trusted by certificate?
d.     If you have more than one CAS server than you must see that, Is all CAS server have same Lync pool name?
e.     Is all CAS server has same thumbprint? Etc.

In my case there are two Lync pool server showing on next to Instant Messaging Server name and both Lync Pool server are different version and like one is Lync Server 2010 pool and second are Lync Server 2013 pool.

Here you can see image where two Lync pool showing.
Command Let: Get-OwaVirtualDirectory | fl instant*, Servername
Here is the Image04.
4.     I have removed second Lync pool Server FQDN and verified again, now it is showing only one Lync Server pool FQDN.

Command Let: Get-OwaVirtualDirectory | fl instantmessagingservername, instantmessagingcertificatethumbprint

Here is the image05. 

5.     You must restart the IIS Services;
a.     Open the Command Prompt window and using the iisreset/noforce command to reflect the changes.
See the below screenshot Image06 

6.     I have checked after 5 minutes and now Lync integration with OWA is working fine without issue.
Able to access Lync same buddy list. See the below screenshot Image07.

Thank you.


  1. hi,

    How do I configure multiple IM servers ?

  2. Hello Adithya,
    You want to configure multiple Lync SIP domain or what.
    Sorry, i did understand your question.
    Can you elaborate your query?

    Balu Ilag [MVP]


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