Troubleshooting

The Communicator client is stable and easy to configure, but there are a few things that might go wrong in a large deployment.

• If the client doesn’t connect, try setting the client to a manual configuration and list the pool name. If this results in the client connecting, your service records in DNS are not configured properly.

• If a manual connection still doesn’t work, try pinging the pool name. If it fails to resolve, there might be an issue with DNS. Try pinging the DNS server as well; it’s possible you’re having other network issues.

• If you’re getting audio feedback when conferencing, your sound card might not support noise cancelation. Having a good sound card results in a better overall experience. Another possible fix is to run the configuration utilities for your sound card. This enables you to correctly set levels for the speakers and the microphone. This can prevent clipping of the signal that can result in a distorted voice.

• If you aren’t getting presence information or if the client complains about Outlook integration, it’s possible that you activated an account for Lync Server 2010 and created a SIP name for the user that doesn’t match the e-mail address. These need to match for everything to work perfectly.

• If you are using certificates from your own CA and external users are having issues connecting, they might not trust your root CA. The public certificate from the Root CA needs to be imported into the Trusted Root store in Keychain. If external systems trust the Root CA but aren’t able to reach the Certificate Revocation List for the CA, they will fail to connect.

• If you are having problems connecting through the Silverlight client, double-check the security zone settings. If you aren’t able to run JavaScript or if pop-ups are blocked, you will have problems connecting.

• If you’re having issues with the Lync client, check the Application event log.

An excellent way to check on network connection to Lync Server 2010 is the netstat command. If a connection on TCP 5061 is in a Syn_sent state, it means the Lync Server is unavailable. If the connection is sitting at Time_Wait, odds are the application is having issues. It means that the connection was acknowledged, but that the application isn’t sending data.