3 Welcome to the webcastWe 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 -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.
4 Agenda__________________ The Problem – Lync Online sign-in issues are difficult to resolveThe Method – Process of eliminationThe Solution – The Lync Online Sign-In Guided WalkthroughThe Future – Where does it all go from here?
5 The Problem_________Lync Online Sign-In Issues are difficult to resolve.
6 Top Root Causes for Lync Online Sign-In issues User sign-in problems (incorrect username or password)Lync AutoDiscover DNS configurationClient and/or device configurationEnterprise related issues (DirSync, ADFS, etc…)
7 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?
8 The Method____________ Use a process of elimination to rule out potential issues.
9 Trust us…we know what we’re doing. 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.
10 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by asking the right questions.DNS configuration issues typically occur to a lot of users.Client issues, such as an out of date client or incorrect time and date, usually only affect a one or a few users at a time.Previous Lync Server deployments on-premises can have an affect on Lync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.
11 The Solution_________ The Lync Online Sign-In Guided Walkthrough
12 BEHOLD…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.
13 Demonstration__________ So you’ve got some idea of what I’m talking about…
14 The Future_______Where does it all go from here?
15 What’s next for the Lync Online Sign-In Guided Walkthrough? 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.
16 Resources, Announcements and Credits Resources and AnnouncementsLync Online Sign-In Guided WalkthroughOffice 365 Community BlogNextHop BlogKB : How to troubleshoot sign-in issues in Lync OnlineCreditsDarrin Hanson – Technical advisor and support specialistPatrick Kelley – Technical Writer and content editorTim Lulofs – Project ManagerPeter Krebs – Project ManagerPremal Gandhi – Supportability and Data