##Update##
Since writing the post, I have been able to obtain a copy of the hotfix described in KB2926055 and I can confirm that it does fix this issue.

I recently came across an interesting issue when attempting to log into Lync Online using Lync for Mac 2011. This was a newly installed an updated version of Lync for Mac 2011, version 14.0.7 (131205) to be exact. At first I thought I’d made a typo with my password but after a couple of attempts I knew something else was wrong. I tried a couple of other Lync accounts and still kept receiving the “Lync was unable to sign in. Please verify your logon credentials and try again. If the problem continues, please contact your support team.” error message.

Lync Client For Mac

I tried using manual server configuration as suggested in the “Troubleshoot sign in issues with Lync for Mac 2011 in Lync Online” article, but that didn’t make any difference either. I then tried using a different Mac with Lync for Mac version 14.0.6 and that one was able to log in without any issues. After digging into the client logs, we saw the following entry:

Corporate Mac users just got an update for Lync for Mac 2011 with KB3037358, updating it to Version 14.0.11 (150304). According to the KB article, the update includes many updates and bug fixes. Lync for Mac 2011. This download contains an update for Lync for Mac 2011 FREE. Update Microsoft Office for Mac 2011 14.5.6 Update. This update fixes critical issues. Security Patch Microsoft Office for Mac 2011 14.7.2 Update. This update fixes critical issues and also helps to improve security.

04/08/2014|20:48:55.286 25A:B0115000 WARN :: GetNewWebTicket: 'Got new web ticket already expired: Current time=1396954135, expire time=0'

It seems Lync for Mac 2011 tries to use a web ticket that is expired. After a bit of searching around, we found Article ID: 2927775 “Can't sign in or see contact pictures in Lync for Mac 2011 when system time zone is set to UTC+8 or an earlier time zone” which exactly describes the issue which occurs because Lync for Mac 2011 calculates the expiration time of a web ticket based on an incorrect time zone. I was able to confirm this by changing my time zone settings which resulted in my client immediately being able to log in.

Once you have successfully logged in, you can change your time zone back to the correct configuration and you will still be able to log in. Unfortunately, this workaround does not persist across reboots or hibernations.

Article ID: 2926055 “Description of the Microsoft Lync for Mac 2011 14.0.7 hotfix” describes a hotfix that should resolve this issue, unfortunately you need to contact Microsoft Customer Support Services to obtain this hotfix and I haven’t been able to obtain it yet. I have logged the appropriate service request and will update this post once I have tested it.

With the correct DNS configuration, I haven’t found the need to use manual server configuration as suggested in numerous support articles. I find that the default configuration works just fine.

I also wanted to thank for my colleague, Lync MCM Aidan Freeman for helping me troubleshoot this issue.

Summary

If you’re an Apple computer user, with Microsoft Office 2011, when your Microsoft AutoUpdate runs, you’ll be notified that a critical update is available for Lync to go from the 14.0.5 version to the 14.0.6 version. However, the update will not install and you’ll return to AutoUpdate to find the update still pending. Click here to manually download and install the correct 14.0.6 update version.

The Problem

Briefly, the problem is that nobody at Microsoft seems to have actually tried installing some of the updates they push out. Rather than offering a combined / cumulative update, they send out numerous small updates with previous updates being pre-requisites for the new updates. In the case of going from 14.0.5 to 14.0.6 it is almost impossible to perform the update. Incorrect links are provided in the Microsoft AutoUpdate window.

Researching this issue, one will notice that a 14.3.6 version of Office 2011 Mac exists (described below), but apparently that’s not related to this Lync issue. The instructions below describe the challenges a user will have in trying to update and eventually what can be done to perform the update.

Microsoft AutoUpdate

First, run Microsoft AutoUpdate. This can be done from the Help menu in any of the Microsoft programs, such as Microsoft Word.

Microsoft Lync Mac

Lync 14.0.6 Update

You will see the Lync 14.0.6 update listed as shown below (assuming your computer needs it).

When you attempt to install the update, it will appear to install, but when AutoUpdate scans for additional updates, the Lync update will still be listed as not installed and you’ll return to the screen shown above. This problem can also prevent Microsoft Office updates from installing properly.

If you click on the provided link shown in the information window, it will not take you to the correct page. It will go to a page with information about the 14.0.5 update.

There is actually a Lync 14.3.6 Office 2011 Mac update available, but this doesn’t address the Lync issue. Microsoft released the 14.3.6 update for Microsoft Office 2011 for Mac 2011 on July 16, 2013. However, the 14.3.6 update can’t be installed until you update to 14.1.0 or above, but the 14.1.0 update isn’t easily found online.

If you search, you can find an Office 2011 Service Pack 1 (14.1.0) update. You can try to download that update and install it. However, you’ll probably get an error similar to the one below:

Setup Instructions That Finally Work

So, the above attempts are a dead end. However, if you do a search for Lync for Mac, you will find a page titled Set up Lync for Mac 2011 for Office 365. On that page, you’ll find a link to the correct 14.0.6 Lync update page.

Lync For Mac 2011 Update Download

Global Impact

Every time a company releases a software update or similar product without testing it, consumers are inconvenienced around the world. Hours are wasted. Frustrations rise. The map below shows just a small snapshot of people impacted by this problem who happen to have visited this web page in a short period of time. Imagine the broader impact. Companies should do better to test updates before releasing them, and also make it less confusing to perform a manual update.