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How to troubleshoot issues that you may encounter when you use the Lync 2010 mobile client for Apple iOS

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INTRODUCTION

The Lync 2010 mobile client for Apple iOS requires a Lync account from your company organization. If you aren’t sure whether you have a Lync account, contact your company system administrator or support team.

This article describes how to troubleshoot some common issues that you may encounter when you use the Lync 2010 mobile client for Apple iOS.

Note If you’re looking for help with Lync Mobile 2013 for iOS phones or tablets, go to the following Microsoft websites:

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PROCEDURE

Signing in to Lync 2010 on Apple iOS

Verify your password, account information, server settings, and client version
  1. If can’t sign in to Lync Mobile 2010, visit the Lync Sign-In Troubleshooter for Users to be guided through a series of steps to help resolve the most common sign-in issues.
  2. Make sure that you can sign in to Lync from a desktop by using Lync 2010, Microsoft Lync 2013, or Microsoft Lync for Mac 2011. If you can’t sign in from a regular desktop client, you probably can't sign in to a mobile client.
  3. Make sure that you enter the correct password. If the password is incorrect, you'll have to change it. For more information, go to the following Microsoft website:
    Change your password
  4. Make sure that you enter the correct account information. Unless your administrator has told you otherwise, you probably use the same account information to sign in to Microsoft Outlook, Microsoft SharePoint, and your work computer. If you can sign in to Lync from a desktop computer, use the same information to sign in to your mobile device.

    The following table describes the sign-in fields that are required for iOS users, depending on where their Lync account is located and how their account information is set up.
    Lync accountSIP address and UPNRequired fields
    On-premises Lync serverSameSign-in address: SIP address
    User name: Blank
    On-premises Lync serverDifferentSign-in address: SIP address
    User name: UPN or domain\username
    Office 365SameSign-in address: SIP address
    User Name: Blank
    Office 365DifferentSign-in address: SIP address
    User name: UPN
  5. Verify whether Auto-detect server is On. Lync tries to determine your Lync server based on your sign-in address. If it can't detect your Lync server, you may have to turn off Auto-detect server and specify the Lync server manually.

    If Auto-detect server is turned on but you still can’t sign in, try manually entering the internal and external discovery addresses. This doesn’t resolve the issue. However, if you can successfully sign in manually, this indicates that the Auto-detect server option isn’t set up correctly by your administrator.
    • For Skype for Business Online (formerly Lync Online) users in Office 365:
      • Internal discovery address: https://webdir.online.lync.com/Autodiscover/autodiscoverservice.svc/Root
      • External discovery address: https://webdir.online.lync.com/Autodiscover/autodiscoverservice.svc/Root
    • For Lync on-premises users, contact your support team or system administrator for help to determine your internal and external discovery address. In most cases, the internal and external discovery address should resemble the following:
      • Internal discovery address: https://lyncdiscover.lyncFE01.contoso.local/Autodiscover/autodiscoverservice.svc/Root
      • External discovery address: https://lyncdiscover.contoso.com/Autodiscover/autodiscoverservice.svc/Root

      Note       To access the User name, Domain, Internal discovery address, and External discovery address fields, click Server Settings on the sign-in screen.
  6. Make sure that you're using the latest version of the Lync 2010 mobile client for Apple iOS. Download the latest version from the Apple App Store. If you receive a message that states the client version is blocked or not supported, contact your support team or administrator because the Lync server might not be set up yet for mobile clients.
Issues after you update the OS on your device
Consider the following scenario. A new operating system (OS) update is released for your device. Before you apply the update, the Lync Mobile 2010 client works as expected. After you install the update, the Lync Mobile 2010 client fails. Be aware that after you contact Microsoft technical support for help, you may have to contact the manufacturer of your device to obtain the correct resources for the issue.
Comparison with other mobile clients
For a feature comparison of Lync 2010 mobile clients, go to the following Microsoft TechNet website:
Mobile Client Comparison Tables
Sending logs to support
When users experience an issue that affects the Lync 2010 mobile client for Apple iOS, they can send logs by email to the support team or administrator. To do this, follow these steps:

  1. Click Options, locate Logging in the My Info section, and then click Send Logs.
  2. An email message is automatically generated that contains the attached log files and client version information in the body of the message. Then, enter an email address to send the logs to. Users should send the logs to their IT administrator or directly to the support engineer.

Note Make sure that Logging is set to ON before you try to reproduce the issue and send logs.

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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.

Microsoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information.

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Still need help? Go to Microsoft Community.

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Article Info
Article ID : 2636320
Revision : 3
Created on : 8/20/2020
Published on : 8/21/2020
Exists online : False
Views : 324