Troubleshooting sign-in issues

When first installed, the Microsoft Lync 2010 communications software default configuration is set by your organization's system administrator. However, it's possible that you might not be able to sign in. If you receive an error message while trying to sign in, try the following troubleshooting steps before contacting your organization's system administrator or support team:

• Verify your sign-in address and password.

• Check advanced account settings, if appropriate.

• Obtain your configuration settings, and then provide that information to your administrator or support team.

• View the Windows Event Log for detailed information about the error, and then provide that information to your administrator or support department.

In this article

How can I verify my account information?

How can I check my Lync 2010 configuration?

What are my event logging options?

How can I verify my account information?

1. In the Lync 2010 sign-in screen, click the Options button, and then click Personal.

2. Under My account, verify that the information in the Sign-in address box is correct.

3. Make sure that Automatic Configuration is selected.

   • To configure Lync 2010 manually, click the Advanced button. Verify that Manual Configuration is selected, check that the settings are correct, and then click OK.

4. Click OK to close the Options dialog box.

5. In the sign-in screen, retype your sign-in address and password, and then click Sign In to try the connection again.

Be sure you sign in using the SIP URI that is specified in the Active Directory properties. If you still cannot sign in, you can find out more about your configuration and the errors you are experiencing by using Lync 2010 Configuration Information viewer or Logging options.

How can I check my Lync 2010 configuration?

The Configuration Information viewer provides information about how Lync 2010 is configured. You or your support team can use this information to troubleshoot problems.

1. In the notification area of the taskbar, press Ctrl and click the Lync 2010 icon.

2. Click Configuration Information.

3. Click Copy to copy the information, and then paste it into a document or email message.

What are my event logging options?

In Windows Vista operating system, to enable logging, you must belong to the local Performance Log Users group. See "To join the Performance Log Users group" in Microsoft Lync 2010 Deployment Guide, or ask your support team. Generally, tasks associated with logging are done by a system administrator for troubleshooting. The support team might ask you to select one of the logging options if they need to analyze activities in Lync 2010.

Note:  Generally, tasks associated with logging are done by a system administrator for troubleshooting. The support team might ask you to select one of the logging options if they need to analyze activities in Lync 2010.

Lync 2010 provides the following logging options:

Turn on logging in Lync   When this option is selected, a log file (Lync-uccapi-0.uccapilog) is created that contains information about the interaction of Lync 2010 with Microsoft Lync Server 2010. The file is created in the Windows <user profile>\Tracing folder.

Turn on Windows Event Logging for Lync   When this option is selected, Lync 2010 writes the following types of errors to the Windows Event Log, which includes error details that can help in troubleshooting:

• Errors that prevent a user from logging on to the server, such as host or domain name errors, or a non-valid certificate.

• Diagnostic messages returned by the server, such as version check failures, problems with log-on credentials, or errors generated in response to a SIP INVITE message from the client.

• Windows event trace log (ETL) files, which are generated on your computer in the <username>/Tracing folder, enable administrators to troubleshoot problems.

To turn on logging

1. In the Lync 2010 sign-in screen, click the Options button.

2. On the General tab, under Logging, select the options you want.

To locate the Lync 2010 log file

In Windows Explorer, navigate to the <user profile>\Tracing folder. If you have enabled Turn on Logging in Lync option, you'll see a Lync-uccapi-0.uccapilog file in the folder. If you are already signed in, you'll need to sign out and then sign back in before the log file is created.

To view the Windows Event Log

1. Do one of the following:

   • In Windows Vista operating system, click Start, click All Programs, click Accessories, and then click Run.

   • In Windows 7 operating system, click Start, and then click Run.

2. In the Open box, type eventvwr and then click OK.

3. In the Event Viewer window, in the pane on the left, double-click Windows Logs, and then click Application.

4. Double-click the most recent Lync 2010 error in the list to display the error details.

5. In the Event Properties dialog box, click the Copy button to copy the text of the error.

6. Paste the error information into a text file or email message, and then contact your system administrator or support team.