The Microsoft Support Team works around the clock to assist customers in troubleshooting issues with Lync Server. In each article in this new NextHop series, senior Microsoft Support engineers walk you through a real-life support case, giving an insider’s view into the systematic approach they use to troubleshoot the issue. These incidents are picked based on areas seeing top support volume.

You know the saying: “Give a man a fish and you feed him for today. Teach a man to fish and you feed him for a lifetime.” Well, that is our intention with this series: To help you solve your own issues within specific areas with the same prescriptive steps that Microsoft Support engineers used to troubleshoot the issue.

Today’s article, the first in the series, comes from our esteemed colleague, Premal Gandhi, who initiated and leads this NextHop series. As a Microsoft Senior Support Program Manager, currently Premal engages with several teams within Microsoft on a biweekly basis and presents cumulative feedback to the Product Team through Lync Red Zone. You will find him interacting with Lync MVPs on monthly MVP calls too. He drives addressing Top Support Issues, which also feeds the Lync Top Solutions site.

Prior to this, Premal was Senior Escalation Engineer for Lync Product, working with customers and product team on critical issues, including but not limited to identifying product improvements through deep code debugging and analysis. He also authored the Lync Diagnostics Packages for Client and Server, available through the Microsoft Fix It Center.

Author: Premal Gandhi, Microsoft Senior Supportability Program Manager

Publication date: May 22, 2012

Product version: Lync Server 2010

Introduction

Lync Server interacts with several other Microsoft products, such as Microsoft SQL Server, Internet Information Services (IIS), and Active Directory Domain Services. If issues are encountered during deployment, deployment delays will likely result. In this article, we focus on Lync Server with SQL Server and provide a case study of a Microsoft Support incident where the Lync Server installation failed on interaction with SQL Server.

This article addresses a specific Microsoft Lync Server 2010 installation scenario in detail, but the intention is to provide a general thought process to follow when encountering this and other similar installation issues.

Part 1: Setting the Scenario

For this scenario, we provide a case study of a Microsoft Support incident where Lync Server installation failed on interaction with SQL Server.

Environment

  • Lync Server 2010

Preliminary Steps

Step 1: Plan your deployment.

Note: Use the Microsoft Lync Server 2010 Planning Tool.

Note: Use the information presented in Reference Topologies. It shows sample topologies that illustrate good topology design in three typical organization types and explains the reasoning behind many of the decisions in designing those topologies.

Step 2: Verify that your environment satisfies the Supportability requirements.

Step 3: If this is a new deployment, follow the path presented in Deploying Lync Server 2010 Standard Edition or Deploying Lync Server 2010 Enterprise Edition. If this is a migration, follow the appropriate migration path presented in Migration.

Part 2: Issue Resolution

Let’s say that in this scenario, you are Deploying Lync Server 2010 Enterprise Edition.

Symptom

  • When publishing the topology, you get the error "CMS store failure."

Cause

The following procedure is intended to show the steps you will use to troubleshoot this or a similar issue.

1. From the machine where the issue is reported, examine the Event log (Lync Server, Application, System) for Lync Server. Let’s say that you find no relevant Event.

2. Examine the logs for the installation (for instance, C:\Users\admin\AppData\Local\Temp\).

3. Check the log flies, and in this case let’s say that you find the following error:

Running script: C:\Windows\system32\cscript.exe //Nologo "C:\Program Files\Common Files\Microsoft Lync Server 2010\DbSetup\xdssetup.wsf" /dbexists /sqlserver: MYSQL01/publisheracct: MYDOMAIN\RTCUniversalServerAdmins /replicatoracct: MYDOMAIN \RTCUniversalConfigReplicator /consumeracct: MYDOMAIN \RTCUniversalReadOnlyAdmins /role:master /verbose

---------------

Installed SQL Server 2005 Backward Compatibility version is 8.05.2312

Connecting to SQL Server on MYSQL01

SqlMajorVersion : 10

SqlMinorVersion : 0

SqlBuildNo : 4000

SQL version is acceptable: 10.0.4000.0

Default database data file path is D:\SQLDB

Default database log file path is D:\SQLLOG

Database does not exist.

---------------

Exit code: ERROR_NO_DATABASE_EXISTS (-23)

When running /dbexists, non-zero exit codes are not necessarily errors

Error: An error occurred "Microsoft.Rtc.Common.Data.SqlconnectionException" "login failed for user ' MYSQL01\admin'."

Resolution

But perhaps your installation issue does not match the issue just described or the troubleshooting steps above do not help you with your installation issue. In that case, collecting the below information will aid a Microsoft Support engineer in completing the resolution for you.

Next Steps

To prepare for a conversation with a Microsoft Support engineer, complete the following:

  1. Collect the Event logs (Lync Server, Application, System) and log files (for instance, C:\Users\admin\AppData\Local\Temp\) from the server running Lync Server.
  2. Use Telnet to ports to verify the Firewall issues, as presented in Understanding Firewall Requirements for SQL Server.
  3. If a named instance is used, verify whether the SQL browser service is running.
  4. In the topology, make sure that the SQL server name is mentioned.

You will greatly assist Microsoft Support in routing the incident to the appropriate resources by providing the above details, along with the correct product and support topic, as shown in Figure 1 below.

Figure 1. Shows options at support.microsoft.com for opening a support incident for Lync Server 2010 connectivity with SQL Server.

Summary

In this article, you saw how Microsoft Support engineers systematically troubleshoot real-life support cases. It is our hope that following these same processes yourself will assist you in troubleshooting many of your own installation issues. If you do get stuck, however, the information you gathered will help Microsoft Support get your installation back on track.

Related Information

Lync Server Resources

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Keywords: Lync Server 2010, SQL Server, troubleshooting, installation fails, LyncMD