Jul 13, 2016 This update replaces the February 2016 update for Lync for Mac 2011 14.3.3. Issues that the update fixes This update includes improvements and fixes that are described in the following articles in the Microsoft Knowledge Base: KB3175168 Update to add Offline IM feature to Lync for Mac 2011; KB3175164 Lync for Mac 2011 doesn't honor certain.
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.
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.
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:
Start Lync for Mac.
Enter your email address, user ID, and password.
Next to Sign in as, select the presence status that you want to display after you sign in.
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.
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.
|The service might not be available, or you might not be connected to the Internet. Make sure the server is available. Also, make sure your network connection cable is securely connected.||This issue may occur if Lync can’t detect a suitable Lync Server.||Client||To troubleshoot this issue, see the Make sure that users follow the correct steps when they sign in to Skype for Business Online section.|
|Lync was unable to sign in. Please verify your logon credentials and try again. If the problem continues, please contact your support team.||Various causes.||Client||To troubleshoot this issue, see the Users may be unable to sign in unless they first use an incorrect sign-in address section.|
|The user name, password, or domain appears to be incorrect. Ensure that you entered them correctly. If the problem continues, please contact your support team.||This issue may occur in scenarios in which a federated user tries to sign in, and this user has a password that's longer than 16 characters.||User Account||To troubleshoot this issue, see the Federated users synchronized from on-premises Active Directory Domain Services can't sign in by using a password that's longer than 16 characters section.|
|EXC_BAD_ACCESS||This issue may occur if Lync for Mac tries to integrate or schedule meetings with an Exchange mailbox that isn't hosted in Exchange Online.||Client||To troubleshoot this issue, see the Lync for Mac crashes and the user receives an EXC_BAD_ACCESS error or Clear cached data and corrupted certificates in Lync sections.|
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
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.
When you do this, sign-in will fail. This is expected behavior.
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:
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.
In the left pane, click login, and then click Certificates.
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.
Close Keychain Access.
Restart Lync for Mac.
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:
Open Keychain Access Preferences, and then click Reset My Default Keychain.
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:
Open Finder, locate the following folder, and then delete it:
DocumentsMicrosoft User DataMicrosoft Lync Data
Start Lync for Mac, and then sign in to Skype for Business Online.
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:
Verify the version of the operating system that's used.
Verify the error message that's returned.
Turn on logging for troubleshooting in Lync for Mac. To do this, follow these steps:
- On the Lync menu, click Preferences, and then click General.
- Under Logging, click to select the Turn on logging for troubleshooting check box.
Exit Lync for Mac, and then restart Lync for Mac to create a log file.
Reproduce the issue.
Turn off logging for troubleshooting. To do this, follow these steps:
- On the Lync menu, click Preferences, and then click General.
- Under Logging, clear the Turn on logging for troubleshooting check box.
Collect the log files for Lync for Mac. To do this, follow these steps:
On the menu bar in Finder, click Go, and then click Go to Folder.
In the Go to the folder box, type the path of the logs folder. For example, type /user//library/logs. Then, click Go.
<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.
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.
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.-->
Lync For Mac Download
Read this topic to learn about hardware, software, and infrastructure requirements for running Skype for Business on a Mac.
The Skype for Business on Mac Client is available for download.
Hardware and software requirements for Skype for Business on Mac
The Skype for Business on Mac client requires Mac OS X El Capitan and higher, and uses at least 100MB of disk space. We support the use of all built-in audio and video devices. External devices must be in the Skype for Business Solutions Catalog.
This list is preliminary and some devices may be qualified for Lync, but not supported on Skype for Business on the Mac.Refer to the System requirements for the minimum hardware required.
Legacy Mac clients
Skype for Business Server 2015 also supports the following legacy clients on computers that are running Mac OS 10.5.8 or latest service pack or release (Intel-based) operating systems (Mac OS 10.9 operating system is not currently supported). For details about supported features, see Desktop client feature comparison for Skype for Business.
Microsoft Lync for Mac 2011 (see Lync for Mac 2011 Deployment Guide)
Microsoft Communicator for Mac 2011 (see Communicator for Mac 2011 Deployment Guide)
These clients are not supported by Skype for Business Server 2019.
Infrastructure requirements for Skype for Business on Mac
The Skype for Business on Mac client leverages both the Unified Communications Management Platform (UCMP) as well as the Unified Communications Web API (UCWA) that our mobility clients use.
The client has the same requirements as our mobility clients in that you must have an Access Edge Server and Reverse Proxy deployed in a supported configuration.
The Skype for Business on Mac client supports Cert-based authentication, Microsoft Modern Authentication, and Multi-Factor Authentication when deployed and enabled.
Lync For Mac Os
Due to a current limitation, the user's Exchange credentials must be the same as their Skype for Business credentials.
Certificates in use on the Access Edge, Reverse Proxy and Front End servers must not use the SHA-512 hash algorithm.
The HTTP Certificate Revocation List must be defined and accessible by the client. For example, we don't support an LDAP entry in the certificate as your Certificate Revocation List.
Lync For Mac Latest Version
Mobility must be properly deployed for the Skype for Business on the Mac client to function properly. A common failure scenario is to have both of the following DNS entries resolvable on the internal network:
Lync For Mac Download
For more information, refer to: Deploying Mobility in Lync Server 2013, and the Microsoft Lync Server 2010 Mobility Guide.