This will just be a quick post in reply to some forum questions on how to troubleshoot Lync Online.
What many people might not know is that even though Lync Online is a managed service there are lots of info to get on the client if you walk in to some issues with the service.
First of the most basic thing to start with.
Holding down ctrl and right mouse click on the Lync icon in the taskbar will show u a menu called Configuration Information.
This information is golden to start with when trying to identify errors.
The configuration information will show you the most common errors and also some urls that you can try to brows to in IE.
If you don’t find an error here or need to look into things deeper, there are some additional logging options to enable.
What you need to do first is to enable logging on the Lync client.
Go to Tools, Options
Then under the General tab there are two checkboxes for Logging.
1st is Turn on logging in Lync
2nd is Turn on windows event logging for lync
Login issues, DNS issues and server connectivity errors, well everything that happens before the user logs in to Lync Online can be fond in the Windows Event log.
Everything else (the interesting stuff in other words) would be in the Lync log, which can be found in your userprofile\Tracing and it’s the file named Communicator-uccapi-0.uccapilog that we are interested in. Just tell your user to try what isn’t working again after enabling the log and then have them send it to you.
Btw, these logfiles can be fairly large and when I checked now after about 2 months my log was 600mb in size, so it might be a good idea to just have them on when troubleshooting.
Anyway, just opening this file in notepad is, well a quite boring experience don’t you think?
So the best tip I can give in troubleshooting ANY Lync or OCS issue, it may be Lync client or server, cloud or on-premises. The Snooper tool is the best tool Microsoft have ever made. After getting friends with it, it’s a bliss, going back to troubleshooting anything, your car, wife, dog or Exchange 2010 is going to feel like a big pain in the ass since there is no Snooper tool for it.
The Snooper tool can be found in the Lync Server resource kit at http://www.microsoft.com/downloads/en/details.aspx?FamilyID=80cc5ce7-970d-4fd2-8731-d5d7d0829266 it’s a 64 bit tool and you can install it on your client machine and then ask people to send logfiles to you to start analyzing.
Just place snooper on your desktop and then drag and drop the uccapilog file on to the snooper tool and it will open up in a beautiful readable view.
The first tab is the Traces tab and I would recommend you to just change tab to messages instead and then start analyzing…
Just one more tip for you, the event that are marked red are the bad ones, but don’t mind the SIP/2.0 401 Unauthorized events, they are supposed to show up. Selecting one “red” event will light up all related events to that one as well, so its easy to follow the history.
And just one more, the “dropdown bar” at the top are actually a search window and you can type in what you are looking for to sort it by only those events for a smother troubleshooting session
Happy troubleshooting, and send me a message if you need any help analyzing those logfiles now.