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

Communications Server 2007 R2

Topic Last Modified: 2010-04-28

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:
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