Lync Online Sign-In Guided WalkthroughDarrin HansonMicrosoft corporationSupport Webcast Series
Management SurfacesIntroduction___Why are we here today?
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• We are recording today’s session, and will have the slide show presentation and the video recording on the original blog post and the Office 365 Community. You can find the video recording on our Video Channel - http://www.youtube.com/microsoftoffice365
• Questions can be asked at the end of the presentation through the Lync Meeting Console.
• We are recording today’s session, please understand that you may be captured in the recording. If you do not wish to be recorded, please do not type in the Lync IM Window or please leave the meeting.
Welcome to the webcast
Agenda__________________
• The Problem – Lync Online sign-in issues are difficult to resolve
• The Method – Process of elimination• The Solution – The Lync Online Sign-In Guided
Walkthrough• The Future – Where does it all go from here?
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The Problem_________
Lync Online Sign-In Issues are difficult to resolve.
Top Root Causes for Lync Online Sign-In issues
• User sign-in problems (incorrect username or password)
• Lync AutoDiscover DNS configuration• Client and/or device configuration• Enterprise related issues (DirSync,
ADFS, etc…)
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Sign-In issues are tricky to scope because there are many factors to consider. How many uses are
affected? Where are the users
located? What devices are they
using? What client do they
have installed? Are users signing in
correctly?
• Is the client up to date?• What network are they
connected to?• Are you using DirSync
or ADFS?• Is DNS configured
correctly?
The Method____________
Use a process of elimination to rule out potential issues.
The questions we ask and the solutions we suggest are based on historical data of Lync Online support cases and based on your responses, we provide a targeted resolution for your specific issue.
Trust us…we know what we’re doing.
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By using a process of elimination, we can eliminate large categories of sign-in issues by asking the right questions. DNS configuration issues
typically occur to a lot of users.
Client issues, such as an out of date client or incorrect time and date, usually only affect a one or a few users at a time.
Previous Lync Server deployments on-premises can have an affect on Lync Online users in some cases.
• Users with federated identities may all be affected at once, whereas the users with cloud identities are completely unaffected.
• Specific networks or geographical locations might be affected when others work fine.
The Solution_________
The Lync Online Sign-In Guided Walkthrough
The walkthrough suggests solutions from knowledge base (KB), TechNet and Office help articles, while also referencing automated tests like the Microsoft Connectivity Analyzer (MCA) website and the Lync Online TRIPP tool for network analysis.
BEHOLD…The Lync Online Sign-In Guided Walkthrough
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Demonstration__________
So you’ve got some idea of what I’m talking about…
The Future_______Where does it all go from here?
• A user-centric line of questioning so end-users can resolve some of their own issues.
• Constantly updating and revising the workflow to make it more efficient and catch more issues.
• A way to look up resolutions based on error messages or log analysis.
What’s next for the Lync Online Sign-In Guided Walkthrough?
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Resources, Announcements and CreditsResources and Announcements• Lync Online Sign-In Guided Walkthrough• Office 365 Community Blog• NextHop Blog• KB 2541980: How to troubleshoot sign-in issues in Lync
Online
Credits• Darrin Hanson – Technical advisor and support specialist• Patrick Kelley – Technical Writer and content editor• Tim Lulofs – Project Manager• Peter Krebs – Project Manager• Premal Gandhi – Supportability and Data
Management SurfacesQ&A and Feedback_____
Now is the time to raise those hands and ask your questions.
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• Please answer the survey questions posted at the end of this meeting.
• Let us know what sessions you want! Email Josh Topal at [email protected].
• Feel free to give feedback too.
Feedback
© 2013 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
