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 Usersin the Administering Office Communications Server 2007 R2 operations documentation.

  4. Run the Validation Wizardon the Access Edge service. Use the Validate Local Server Configurationand Validate Connectivityoptions.

  5. Run the Validation Wizard on internal servers, such as the Director or Front End Server. Use the Validate Local Server Configurationand Validate Connectivityoptions.

  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 Accessand Specifying the Next Hop Network Address and Port Number for Access Edge Servicesin 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 Servicein 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 Toolfor both the Access Edge service and internal Office Communications Servers, and then verify the flow of SIP traffic.

See Also

Other Resources

Planning for External User Access