Skip to main content

How to troubleshoot Lync for Mac issues?

How to troubleshoot Lync for Mac issues?

Microsoft released new updates for Lync for Mac client this updates will resolves your most of issues, like Lync for Mac crashing while joining meeting / receiving and making call/ stability issue etc. What issues resolve and how to install this update refer.

You can follow the below 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 or On-premises by using an incorrect sign-in address. That is, a sign-in address that you know won't work. For example, \bilag 
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,

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:
1.     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
2.     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:
1.     Users/Home Folder/Library/Caches/
2.     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
Note: 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
Note: 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. If you have Exchange and Skype for Business server on on-premises then you may not see this issue.
Note: 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:
2.     Documents\Microsoft User Data\Microsoft Lync Data
3.     Start Lync for Mac, and then sign in to Skype for Business Online.
4.     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.

How to uninstall and reinstall Lync for Mac 2011?

If the above information steps don't resolve the issue, try performing a clean uninstall of Lync for Mac 2011, and then reinstall the application.
To perform a clean uninstall of Lync for Mac 2011, follow these steps:
Note You may be able to avoid uninstalling Lync for Mac 2011 if you create a new profile on the Mac. If you contact Microsoft technical support, you may be asked to create the new profile as a troubleshooting step. If the issue is resolved by creating the new profile, it will be determined that the issue was caused by a corrupted profile. 
1.     Log on to your computer by using administrative credentials.
2.     Exit Lync if it's running.
3.     Drag the Lync application to the Trash.
4.     To remove your existing Lync preferences, delete the following files:
o    Users/username/Library/Preferences/
o    Users/username/Library/Preferences/ByHost/MicrosoftLyncRegistrationDB.xxxx.plist
o    Users/username/Library/Logs/Microsoft-Lync-x.log
Note This file is present only if you turned on Lync Logging.
o    Users/username/Library/Logs/Microsoft-Lync.log
5.     To remove all Lync files from your computer, delete the following folders in the Users/username/Documents/Microsoft User Data folder:
o    Microsoft Lync Data
o    Microsoft Lync History
Note If you delete the Microsoft Lync History folder, you delete all conversations that are saved in the Conversation History.
6.     In the Applications/Utilities folder, open Keychain Access.
o    Delete any keychains on the left that resemble OC__KeyContainer__.
o    In your Login keychain, delete the certificate.
7.     In the Users/username/Library/Keychains folder, delete all the files that resemble OC__KeyContainer__.
See the following table for more information about the path locations that are used in Lync for Mac 2011:
Folder path
Users/Home Folder/Documents/Microsoft User Data/Microsoft Lync Data 
Contains information about the users who have logged into Lync for Mac 2011 on this user account.
Users/Home Folder/Documents/Microsoft User Data/Microsoft Lync History
Contains conversation history for the user currently logged in.
Users/Home Folder/Library/Preferences/
Contains application preferences for Lync.
Users/Home Folder/Library/Caches/
Contains server names and endpoints from previous connections to Lync servers.

 Finally Enable logging on Lync on Mac and reproduce issue and send log to your IT Administrator team. Refer below article for how to enable logging on Lync on Mac

Thank you.


Popular posts from this blog

Outlook Add-in for Skype meeting getting disable after restarting Outlook.

Issue: Outlook Add-in for Lync meeting getting disable after restarting Outlook.
Problem Statement: Outlook Add-ins gets install automatically when Office 2013 installs (Lync and Skype for Business clients are part of Office package). Add-ins name is Lync Meeting Scheduling Outlook Addin or Skype meeting Add-in for Microsoft Office 2013. Sometime if other add-ins conflict with Outlook add-ins then outlook add-in keep getting disabled. And user has to enable it manually after Outlook restarts. 
Resolution: By default Lync Meeting Scheduling Outlook Addin or Skype Meeting Add-in for Microsoft Office 2013 installs wit load behavior "Load at Startup". However due to some conflict users Lync or Skype add-ins load behavior get changed to loaded instead of "Load at Startup" had to re-enable Lync Meeting Add-In in each time Outlook 2013 was started as it was not set to "Load at Startup". Look at the below screenshot. Now question is how we can change load behavior …

Unable to share desktop in Skype for Business?

Unable to share desktop in Skype for Business?
You can show your entire desktop or just a program to everyone in a Skype for Business Meeting, call, or instant messaging (IM) conversation. However sometime this feature does not work and give different errors.  Error message: ·Cannot start Desktop/Application Sharing due to network issues. ·An error occurred during the screen presentation. Resolution: There are multiple thing which may affect application/desktop sharing. 1.Make sure application / desktop sharing enabled on Skype for Business / Lync Server. SfB /Lync Control Panel > Conferencing > Conferencing policy > select Global or create new policy and set enable ‘Enable application and desktop sharing’. Refer below image. 2.Make sure your Skype for Business (Lync) client is updated with latest cumulative updates. Download latest update Skype (Lync) client. 3.Update your Video and Display drivers. a.Go to Start > Control panel. b.Search for Device Manager, and then open it. c.Find V…

Unable to login to Skype for Business client?

Unable to login to Skype for Business client? In order to sign-in on Skype (Lync) you must have login credential provided to you from your organization. ·Sign-in address: ·User name: orgname\bilag ·Password: ************
Note: is my SIP domain name. Here are the most common mistake people make while sign-in on Skype for Business (Lync).
1.If you have login credential however still unable to sign-in then make sure you are putting proper login credential. Below error shows when you are wrong entering your sign-in address:
2.If you are writing correct Sign-in address however getting DNS error then contact administrator/ Support team there may be a DNS resolution or configuration issue. Administrator need to verify the SfB (Lync) AutoDiscover DNS records. 3.Sometime users password may expired/ lockout: Make sure that you password is not expire and lockout. If yes then call to helpdesk and reset your password / unlock. 4.Make user to have updated Skype for Business cli…