Remote User Cannot Sign In to Office Communicator or Connect to the Server

Microsoft Office Communications Server 2007 and Microsoft Office Communications Server 2007 R2 will reach end of support on January 9, 2018. To stay supported, you will need to upgrade. For more information, see Resources to help you upgrade your Office 2007 servers and clients.

If a remote user cannot sign in to Office Communicator or connect to the server, you can troubleshoot the issue as follows:

1. Verify that the Access Edge service is running and connected.

2. Verify that the user is enabled for Internet access.

3. Verify that the user is enabled for remote user access. For details, see Configuring Federation, Remote User Access, and Public IM Connectivity for Individual Users in the Administering Office Communications Server 2007 R2 operations documentation.

4. Run the Validation Wizard on the Access Edge service. Use the Validate Local Server Configuration and Validate Connectivity options.

5. Run the Validation Wizard on internal servers, such as the Director or Front End Server. Use the Validate Local Server Configuration and Validate Connectivity options.

6. For the Access Edge service, verify that remote user access is enabled, verify that the user’s SIP domain is in the list of internal domains, and verify that the next hop server is correctly configured for the Director or Front End Server. For details, see Enabling and Configuring Remote User Access and Specifying the Next Hop Network Address and Port Number for Access Edge Services in the Administering Office Communications Server 2007 R2 documentation.

7. For the Access Edge service, verify that the IP addresses of the internal and external interfaces are entered correctly. For details, see Configuring the Access Edge Service in the Administering Office Communications Server 2007 R2 documentation.

8. In Event Viewer, check the Office Communications Server event log for any events that could be related to the issue.

9. Enable SipStack traces in the Office Communications Server 2007 R2 Logging Tool for both the Access Edge service and internal Office Communications Servers, and then verify the flow of SIP traffic.

10. Use the Remote Connectivity Analyzer tool to test remote user connectivity. For more information about the Remote Connectivity Analyzer, seeValidate Edge Server Configuration and Connectivity in the Deployment documentation for Edge Servers. Use the following information sources to help resolve specific issues identified using the Remote Connectivity Analyzer tool:

    • Failed to parse the URI, indicating that the URI is not specified using the correct format:

      Microsoft Office Communications Server 2007 R2Configuring URL Filtering: https://go.microsoft.com/fwlink/?linkid=190762

      Uniform Resource Locators (URL): https://go.microsoft.com/fwlink/?linkid=190764

    • The SSL Certificate failed validation due to RemoteCertificateNameMismatch:

      Microsoft Office Communications Server 2007 R2Set Up Certificates for the External Interface: https://go.microsoft.com/fwlink/?linkid=142207

      Unified Communications Certificate Partners for Exchange Server and for Communications Server: https://go.microsoft.com/fwlink/?linkid=140898

      Set Up Certificates for the Internal Interface: https://go.microsoft.com/fwlink/?linkid=143691

      Microsoft Root Certificate Program: https://go.microsoft.com/fwlink/?linkid=156592

      Microsoft Root Certificate Program Members: https://go.microsoft.com/fwlink/?linkid=190765

      Microsoft Office Communications Server 2007 TLS and MTLS: https://go.microsoft.com/fwlink/?linkid=190766

      For detailed information on Certificate Revocation List Checking and OCSPublic Key Infrastructure for Office Communications Server 2007 R2: https://go.microsoft.com/fwlink/?linkid=190768

      DNS Requirements for External User Access: https://go.microsoft.com/fwlink/?linkid=162886

    • The SSL Certificate failed validation due to other authentication failure like RemoteCertificateChainErrors.

      Microsoft Office Communications Server 2007 R2 Events Related to DNS, TLS, Federation, Validation, and Client Authentication: https://go.microsoft.com/fwlink/?linkid=190770

      Microsoft Office Communications Server 2007 R2 Set Up Certificates for the External Interface: https://go.microsoft.com/fwlink/?linkid=142207

      Unified Communications Certificate Partners for Exchange Server and for Communications Server: https://go.microsoft.com/fwlink/?linkid=140898

      Microsoft Root Certificate Program: https://go.microsoft.com/fwlink/?linkid=156592

      Microsoft Root Certificate Program Members: https://go.microsoft.com/fwlink/?linkid=190765

      Troubleshooting Certificate Status and Revocation: https://go.microsoft.com/fwlink/?linkid=124408

    • TCP connection could not be established to the Access Edge Server- Port may not be open or using non-recommended port for Remote Access other than 443.

      Microsoft Office Communications Server 2007 R2 Remote User Cannot Sign In to Office Communicator or Connect to the Server: https://go.microsoft.com/fwlink/?linkid=150717

      Microsoft Office Communications Server 2007 R2 Deploy Load Balancers: https://go.microsoft.com/fwlink/?linkid=190772

      Microsoft Office Communications Server 2007 R2DNS Requirements for External User Access: https://go.microsoft.com/fwlink/?linkid=162886

    • SSL stream could be not be established with the Access Edge Server

      Microsoft Office Communications Server 2007 R2 Remote User Cannot Sign In to Office Communicator or Connect to the Server: https://go.microsoft.com/fwlink/?linkid=150717

      Microsoft Office Communications Server 2007 R2 Events Related to DNS, TLS, Federation, Validation, and Client Authentication: https://go.microsoft.com/fwlink/?linkid=190770

      Microsoft Office Communications Server 2007 TLS and MTLS: https://go.microsoft.com/fwlink/?linkid=190766

    • Failed to resolve hostname of the Access Edge Server

      Microsoft Office Communications Server 2007 R2 DNS Requirements for External User Access: https://go.microsoft.com/fwlink/?linkid=162886

      Microsoft Office Communications Server 2007 R2 Events Related to DNS, TLS, Federation, Validation, and Client Authentication: https://go.microsoft.com/fwlink/?linkid=190770

    • Failed to Auto-Discover the Access Edge Server

      Microsoft Office Communications Server 2007 R2 DNS Requirements for External User Access: https://go.microsoft.com/fwlink/?linkid=162886

      Microsoft Office Communications Server 2007 R2 Events Related to DNS, TLS, Federation, Validation, and Client Authentication: https://go.microsoft.com/fwlink/?linkid=190770

See Also

Other Resources

Planning for External User Access