Skype For Business Mac We Couldn%27t Sign You In

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If you need a Skype for Business account, view the article on getting access to Skype for Business. Contact the IT Help Desk at helpdesk@fullerton.edu or 657-278-7777 for additional assistance. For assistance with Enterprise Voice, including finding out if you are eligible, please contact telecom@fullerton.edu.
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What features have changed in Skype for Business on Mac? Read about the features that are available in Skype for Business is now on Mac. Does Skype for Business on Mac run on my version of Mac OS? Skype for Business on Mac runs on OS X El Capitan or later versions. To find out which OS version you have, from the Apple menu, click About This Mac.

Original KB number: 10054

Summary

Note

To troubleshoot Skype for Business Online sign-in errors, start by eliminating the most common causes of sign-in difficulty. If necessary, you can then follow specific resolution steps based on the type of error. If the user still cannot sign in, collect additional information, and then seek additional help.

To use this guide, you must have a Skype for Business sign-in name and password from an organization that uses Microsoft 365 Apps for business.
If you're an Office 365 admin, see Troubleshooting Skype for Business Online sign-in issues for admins.

We'll begin by asking you questions about your installation and the symptoms you're experiencing. Then we'll take you through a series of troubleshooting steps and configuration checks that are specific to your situation.

Important

Some troubleshooting steps are different depending on the type of installation you have. Please complete each troubleshooting step, even if it doesn't seem to apply to you.

The amount of time you spend will depend on the type of installation you have, and the causes of your sign-in issues.

Test your sign-in credentials

The first step is to try to sign in with your credentials in another location: Microsoft 365 Web Scheduler.

In most cases, both your sign-in address and user name look like one of these examples:

someone@example.com
someone@example.onmicrosoft.com

Can you sign in to Microsoft 365 Web Scheduler at https://sched.lync.com?

If yes, see Sign in with your corrected sign-in address.
If no, see Can't sign in to Microsoft 365 Web Scheduler.
If you forgot your password, see Contact your workplace technical support for a new password.

Sign in with your corrected sign-in address

If you're able to successfully sign in to Microsoft 365 Web Scheduler, try signing in again with the same type of credentials:

someone@example.com or someone@example.onmicrosoft.com

Were you able to sign in?

If yes, congratulations, you've resolved your sign-in issue!
If no and you need both a sign-in address and user ID, see Enter your user ID.
If no, and you got some other error, see Contact your workplace technical support for a new password.

Skype For Business Mac We Couldn%27t Sign You In

Contact your workplace technical support for a new password

If you've forgotten your password or it's no longer working, use the Microsoft Online Password Reset site to request a new password from your workplace technical support team- typically the people who set up your account for you.

Important

If the password reset site doesn't work for you, contact your workplace tech support team directly.

Once you have a new password, try signing in again.

Did this solve your problem?

If yes, congratulations, you've resolved your sign-in issue!
If no, see Sign in on another device.

Sign in on another device

Are you able to sign in on another computer, or on a tablet or smartphone?

If yes, see Type of device.
If no, see Sign in on another network.
If you don't have access to another device right now, Type of device.

Sign in on another network

Can you sign in on a different network-for example, at home, or at a public wireless access point?

If yes, see Contact your workplace technical support
If no, see Type of device that you use to sign in.
If you don't have access to a different network right now, see Contact your workplace technical support

Type of device

What type of devices are you using to sign in?

For Windows computer, laptop, or tablet, see Synchronize your system clock with the network (Windows computer or laptop).
For Mac computer or laptop, see Synchronize your system clock with the network (Mac computer or laptop).
For Smartphone, see Update Skype for Business on the smartphone or tablet.
For iPad or Android tablet, see Update Skype for Business on the smartphone or tablet.

Type of device that you use to sign in

If you can't sign in on another network, the issue might be with the client you're using.

What type of devices are you using to sign in?

For Windows computer, laptop, or tablet, see [- If no, see Delete Skype for Business sign-in information.
For Mac computer or laptop, see Delete Skype for Business for Mac sign-in information.
For Smartphone, see Configure Skype for Business Online connection settings manually (Skype for Business for mobile devices).
For iPad or Android tablet, see Configure Skype for Business Online connection settings manually (Skype for Business for mobile devices).

Synchronize your system clock with the network (Windows computer or laptop)

Make sure your system clock shows the correct time, and then try signing in again.

Details

Update your computer's system time:

Windows 8

Go to a web site that shows Coordinated Universal Time (UTC).
Go to Setting > PC Settings > Time and Language.
Note your UTC offset, and compare your device's time to that shown on the website.

If you need to update your device's time:

Turn off Set time automatically and tap Change.
Update the time and tap Change.
Try signing in again.

Windows 7

Go to a web site that shows Coordinated Universal Time (UTC).
Go to Control Panel > Date and Time, and note the UTC offset for your location.
If you need to, choose Change date and time and update your computer's clock.
Try signing in again.

Did this solve your problem?

If yes, congratulations, you've resolved your sign-in issue!
If no, see Delete Skype for Business sign-in information.

Desktop Setup

Make sure you have the most current version of the Microsoft Online Services Sign-in Assistant.

Did this solve your problem?

If yes, congratulations, you've resolved your sign-in issue!
If no, see Delete Skype for Business sign-in information.

Update Skype for Business

Make sure the user has the most current version of Skype for Business.

Did this solve your problem?

If yes, congratulations, you've resolved your sign-in issue!
If no, see Delete Skype for Business sign-in information.

Delete Skype for Business sign-in information

For more information, see How to troubleshoot being unable to sign in to Skype for Business.

Did this solve your problem?

If yes, congratulations, you've resolved your sign-in issue!
If no, see Configure connection settings manually.

Synchronize your system clock with the network (Mac computer or laptop)

Make sure your system clock shows the correct time, and then try signing in again.

Details

Follow these steps:

Go to a web site that shows [Coordinated Universal Time (UTC).
Go to Apple > System Preferences.
In the Date & Time pane, select the Date & Time tab.
Note the UTC offset for your location.
If you need to, update your computer's clock, and then try signing in again.

Did this solve your problem?

If yes, congratulations, you've resolved your sign-in issue!
If no, see Update Skype for Business.

Update Skype for Business

Make sure your computer has the most recent version of Skype for Business.

Did this solve your problem?

If yes, congratulations, you've resolved your sign-in issue!
If no, see Delete Skype for Business sign-in information.

Delete Skype for Business for Mac sign-in information

Make sure that previously saved sign-in information isn't blocking your current sign-in attempt.

Details

First, delete the following:

Users/Home Folder/Library/Caches/com.microsoft.Skype for Business
Users/Home Folder/Documents/Microsoft User Data/Microsoft Skype for Business History

Then delete any corrupted or cached certificates:

Open the Keychain Access certificate management utility. To do this, in Finder, select Applications, select Utilities, and then select Keychain Access. Or, search for Keychain Access by using Spotlight.
In the left pane, select login, and then select Certificates.
In the right pane, find any certificate named Unknown or Communications Server, select it, and then delete it. Note that you may have to unlock your keychain by using your password.
Close Keychain Access.
Restart Skype for Business for Mac.

Did this solve your problem?

If yes, congratulations, you've resolved your sign-in issue!
If no, see Configure connection settings manually.

Update Skype for Business on the smartphone or tablet

Go to the app store for your device and check for updates to the currently installed version of Skype for Business.

Did this solve your problem?

If yes, congratulations, you've resolved your sign-in issue!
If no, see Configure Skype for Business Online connection settings manually (Skype for Business for mobile devices).

Configure Skype for Business connection settings manually

Manually add Skype for Business server settings and try signing in again.

Details

Manually add Skype for Business server settings:

Go to Skype for Business options > Personal.
Under My account, select Advanced, and then select Manual configuration.
Enter sipdir.online.lync.com:443 in both boxes, and then select OK > OK.
Sign out, and then try signing back in.

Did this solve your problem?

If yes, see Issue temporarily resolved (Clients and devices).
If no, see Contact your workplace technical support.

Configure Skype for Business connection settings manually

Manually add Skype for Business server settings, and then try signing in again.

Details

Ask the user to follow these steps:

Select Advanced.
Under Authentication, clear the Use Kerberos check box.
Under Connection Settings, select Manual configuration.
In both the Internal Server Name box and the External Server Name box, type or paste sipdir.online.lync.com:443.
Select OK.

Did this solve your problem?

If yes, see Issue temporarily resolved (Clients and devices).
If no, see Contact your workplace technical support.

Issue temporarily resolved (Clients and devices)

We're glad to hear you're back in service.

To help your organization find out why Skype for Business can't automatically sign in, contact your workplace technical support-typically the person who sent you email about how to get set up with Office 365.

Configure Skype for Business Online connection settings manually (Skype for Business for mobile devices)

Manually add Skype for Business Online server settings, and then try signing in again.

Details

Manually add Skype for Business server settings:

On the Skype for Business sign-in screen, tap More Details (Windows) or Show Advanced Options (iPhone, iPad, or Android).
Turn off Auto-Detect Server.
In both the Internal Discovery Name and External Discovery Name boxes, enter https://webdir.online.lync.com/Autodiscover/autodiscoverservice.svc/Root
Select Sign In.

Did this solve your problem?

If yes, see Issue temporarily resolved (Clients and devices).
If no, see Configure Skype for Business Server connection settings manually (Skype for Business for mobile devices).

Contact your workplace technical support

We're sorry, but we couldn't resolve your sign-in issue. For more troubleshooting, contact your workplace technical support-typically the person who sent you email about how to get set up with Office 365.

Enter your user ID

If Skype for Business asks you for your user ID, in most cases it is the same as your sign-in address-for example, bobk@contoso.com.

If that doesn't work, try the same credentials you use when signing in to your organization's network-for example, CONTOSObobk.

Did this solve your problem?

If yes, congratulations, you've resolved your sign-in issue!
If no, see Sign in on another device.

Update Skype for Business Windows Store app

Make sure you have the most current version of Skype for Business Windows Store app:

On the Start screen, tap Store
Search for Skype for Business, and install the update if one is available.
Try signing in again.

Did this solve your problem?

If yes, congratulations, you've resolved your sign-in issue!
If no, see Delete Skype for Business sign-in information.

Clear the DNS cache

Make sure that previously save network information is not blocking your sign-in attempt, and then try signing in again.

Windows 8

Clear the DNS cache (summary)

Run the Command prompt app as an administrator, and enter ipconfig /flushdns.

Clear the DNS cache (details)

Swipe in from the right or point to the upper right of the screen.
Choose Search, and then type command.
Select the Command prompt app, and then swipe up from the bottom or right click for options.
Choose Run as administrator, and then choose Yes.
Enter ipconfig /flushdns.

Windows 7, Windows Vista, Windows XP, Windows Server 2008, or Windows Server 2003

Clear the DNS cache

Select Start, and in the Search programs and files box, enter cmd.exe.
Right-click cmd.exe in the search list, and then select Run as administrator.
Enter ipconfig /flushdns.

Did this solve your problem?

If yes, congratulations, you've resolved your sign-in issue!
If no, see Configure connection settings manually.

Can't sign in to Microsoft 365 Web Scheduler

What kind of error did you get when you tried to sign in to https://sched.lync.com?

Configure Skype for Business Server connection settings manually (Skype for Business for mobile devices)

If the Skype for Business Online manual configuration didn't work, your organization may be using Skype for Business Server.

First try signing in with this Skype for Business Server setting: https://webdir.example.com/Autodiscover/ autodiscoverservice.svc/Root where example.com is your domain name.
Then try signing in with this Skype for Business Server setting: https://webext.example.com/Autodiscover/ autodiscoverservice.svc/Root where example.com is your domain name.

Details

Manually add Skype for Business server settings:

On the Skype for Business sign-in screen, tap More Details (Windows) or Show Advanced Options (iPhone, iPad, or Android).
Turn off Auto-Detect Server.
In both the Internal Discovery Name and External Discovery Name boxes, enter the webdir server address on the left. For example, if your domain name is contoso.com, enter https://webdir.contoso.com/Autodiscover/autodiscoverservice.svc/Root.
Select Sign In.
If you are not able to sign in, enter the webext server address on the left in both boxes. For example: https://webext.contoso.com/Autodiscover/autodiscoverservice.svc/Root.
Select Sign In.

Did this solve your problem?

If yes, see Issue temporarily resolved (Clients and devices).
If no, see Contact your workplace technical support.

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What do you want to do?

Check for common causes of Skype for Business Online sign-in errors

Most sign-in issues can be traced to a small number of causes, and many of these are easy to correct. The table below lists some common causes of sign-in errors and some steps you or the users can take to resolve them.

Possible Cause	Resolution
During sign-in, a dialog box appears that contains the following phrase: cannot verify that the server is trusted for your sign-in address. Connect anyway?	Verify that the domain name in the dialog box is a trusted server in your organization—for example, domainName.contoso.com. Ask the user to select the Always trust this server check box, and then click Connect. Enterprise customers can prevent this message from appearing when a user signs in for the first time by modifying the Windows registry on each user's computer. For details, see Modify TrustModelData registry keys.
Mistyped sign-in address, user name, or password	Confirm that the user's sign-in name and password are correct. Verify that the user's sign-in name is formatted as follows: bobk@contoso.com. This may be different from the format you use to sign in to your organization's network. Ask the user to try signing in again.
Forgotten password	Reset the user's password and notify him or her of the new temporary password.
Not licensed to use Skype for Business Online	Confirm that the user is registered as a Skype for Business Online user. If not, register the user, and then ask him or her to sign in again.
Wrong version of Skype for Business Online installed	This issue is usually associated with an error message that contains the following phrase: the authentication service may be incompatible with this version of the program. Ask the user to uninstall and reinstall Skype for Business Online from the Microsoft 365 admin center.
Problem acquiring a personal certificate that is required to sign in	If the user's sign-in address has recently changed, they may need to delete cached sign-in data. Ask users to sign out, click the Delete my sign-in info link on the sign-in screen, and then try again.
You set up a custom domain name, and the changes may not have finished propagating through the system.	First, ensure that you have modified the Domain Name Service (DNS) records to reflect the change. If you have already made the necessary DNS changes, advise the user to try logging in later. DNS changes can take up to 72 hours to be reflected throughout the system.
System clock out of sync with server clock	Ensure that your network domain controller is synchronizing with a reliable external time source. For details, see the Microsoft Knowledge Base article 816042, How to configure an authoritative time server in Windows Server.

Follow resolution steps for a specific error (Enterprise only)

Important

These instructions are intended primarily for Microsoft Office 365 Plan E customers. If you are an Office 365 Plan P customer, continue to the following section, Collect more information and seek additional help.

If the user cannot sign in after you have tried the suggestions in the previous section, then you can do additional troubleshooting based on the type of error. The table below lists the most common error messages and possible causes. Following the table are detailed procedures to address each issue.

Error message	Possible cause	Resolution
Sign-in address not found	Sign-in requests from the Microsoft Online Services Sign-On Assistant (msoidsvc.exe) are not going through your external firewall, or proxy server.	Add a firewall entry for msoidsvc.exe to your proxy server
Server is temporarily unavailable	If your organization has a custom domain, the necessary Domain Name System (DNS) settings may be missing or incorrect.	Update DNS settings
Server is temporarily unavailable	If your organization is using single sign-on with Active Directory Federation Services (ADFS), you may have used a self-signed Secure Socket Layer (SSL) certificate rather than one from a third-party certification authority.	Install a third-party SSL certificate on your ADFS server
Problem acquiring a personal certificate that is required to sign in	If you've already removed the cached server data used to sign in and the error continues to appear, the user's security credentials may be corrupted, or an RSA folder on the user's computer may be blocking authentication.	Update security credentials
A certificate trust dialog box appears when a user signs in for the first time.	This dialog box appears if your Skype for Business server is not yet listed in the TrustModelData registry key.	Modify TrustModelData registry keys
User is not SIP enabled	If your organization had a previous installation of Microsoft Office Communications Server or Microsoft Lync Server 2010, you may not have deleted your users from the server before decommissioning it. As a result, the msRTCSIP-UserEnabled attribute is still set to FALSE in Active Directory Domain Services.	Update user settings in Active Directory

Add a firewall entry for msoidsvc.exe to your proxy server

This procedure is a possible fix for the following error message: Sign-in address not found.

Note

The following steps assume you are using Microsoft Forefront Threat Management Gateway (TMG) 2010. If you have a different web gateway solution, use the settings described in step 4 below.

To create an application entry for Msoidsvc.exe in Forefront TMG 2010, follow these steps:

In the Forefront left pane, click Networking.
Click the Network tab. Under the Tasks tab in the right pane, click Configure Forefront TMG Client Settings.
In the Forefront TMG Client Settings dialog box, click New.
In the Application Entry Setting dialog box, configure the following rules:

Application	Key	Value
msoidsvc	Disable	0
msoidsvc	DisableEx	0

For details, see the Microsoft Knowledge Base article 2409256, You cannot connect to Skype for Business Online because an on-premises firewall blocks the connection.

Update DNS settings

If your organization has a custom domain, this procedure is a possible fix for the following error message: Server is temporarily unavailable.

Contact your domain name registrar for information on how to add the following CNAME record to your domain:
- DNS record type: CNAME
- Name: sip
- Value/Destination: sipdir.online.lync.com

For details, see the Microsoft Knowledge Base article 2566790, Troubleshooting Skype for Business Online DNS configuration issues in Microsoft 365 or Office 365.

Install a third-party SSL certificate on your ADFS server

To install a third-party SSL certificate on your Active Domain Federation Services (ADFS) server, follow these steps:

Obtain an SSL certificate from a third-party certification authority such as VeriSign or Thawte.
Install the certificate on your ADFS server by using the ADFS management console.

Update security credentials

This procedure is a possible fix for the error message Problem acquiring a personal certificate required to sign in.

To eliminate possible certificate or credential problems, first renew the user's certificate in Windows Certificate Manager. To do this, follow these steps:

Open Windows Certificate Manager. To do this, click Start, click Run, type certmgr.msc, and then click OK.
Double-click Personal, and then double-click Certificates.
Sort by the Issued By column, and then look for a certificate that is issued by Communications Server.
Right-click the certificate, and then click Delete.

Next, if the user is running Windows 7, remove their stored credentials in Windows Credential Manager. To do this, follow these steps:

Click Start, click Control Panel, and then click Credential Manager.
Locate the set of credentials that is used to connect to Skype for Business Online.
Expand the set of credentials, and then click Remove from Vault.
Sign in again and reenter the user's credentials.

Finally, if the user still cannot sign in after you've updated their credentials, try deleting the RSA folder on the user's computer, because it could be blocking completion of the user authentication process:

Sign in to the user's computer using an administrator account.
If necessary, turn on the folder view option Show hidden files.
Type the following into the address bar of File Explorer: C:Documents and SettingsUserNameApplication DataMicrosoftCryptoRSA, where UserName is your Windows sign-in name.
Delete any folder that begins with the name S-1-5-21- followed by a string of numbers.

Modify TrustModelData registry keys

When a user signs in for the first time, they may receive a dialog box that contains something like the following: Cannot verify that the server is trusted for your sign-in address. Connect anyway? This is a security feature, and not an error. However, you can prevent the dialog box from appearing by using a Group Policy Object (GPO) to update users' machines with your domain name before they sign in for the first time. To accomplish this, do the following:

Create and deploy a GPO that appends your Skype for Business domain name—for example, domainName.contoso.com—to the current value of HKEY_LOCAL_MACHINESoftwarePoliciesMicrosoftCommunicatorTrustModelData.

Important

You must append your domain name to the existing value, not simply replace it.

For details, see the Microsoft Knowledge Base article 2531068, Skype for Business (Lync) cannot verify that the server is trusted for your sign-in address.

Update user settings in Active Directory

If your organization had a previous installation of Microsoft Office Communications Server or Microsoft Lync Server 2010, you may not have deleted your users from the server before decommissioning it. As a result, the msRTCSIP-UserEnabled attribute is still set to FALSE in Active Directory Domain Services.

To fix this issue, follow these steps:

Update the msRTCSIP-UserEnabled attribute for all affected users to TRUE.
Rerun the Microsoft Online Services Directory Synchronization Tool (DirSync). For details, see AIntegrate your on-premises directories with Azure Active Directory.

Use the Microsoft Support troubleshooting guide