Failed to fetch the user certificate

[I_am_Bob]

I have multiple VVX 601 phones all running 5.8.1 software and all are registered to Skype for Business Online (O365).  When the person changes their network password, the phone prompts that it need the new password.  I use the Web SignIn option, go to the website enter the code and username & password.  The phone starts to login and then pops up the error "Failed to fetch the user certificate".  That displays for about 5 minutes before returning to the main screen where my only option is to signin.  The only way around this is to do a factory reset on the phone -- which is an unacceptable solution.

I'm using ADFS 2 if that matters.

[vconf]

What about PIN auth instead?

[I_am_Bob]

Not an option with O365/Skype for Business Online.

[SteffenBaierUK]

Hello @I_am_Bob,

welcome to the Polycom Community.

Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

• Provide the exact Software Version of your Phone
• Provide the Phone Model
• Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
• Additional Polycom Infrastructure (RPRM,PDMS or BToE)
• If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

• If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
• If possible provide the MAC Address or Serial of the device
• Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition providing all details at the same time allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

[I_am_Bob]

Log file is attached.

[SteffenBaierUK]

Hello @I_am_Bob,

first of all the Error description you provided when trying to open a ticket differs from what details you provided here.

When looking up the MAC you have in the logs it indicates the unit was supplied by Polycom which does not lead me to any reseller I could suggest.

The logs show:

Caller Service(-1):IndicationCode(400)Failed to Get oAuth Token
,TransactionID(1927951567)
0109150720|auth |2|00|Response(-1)auth,(102)AuthServiceUCMsgKey,(-1)pps,(14),(Expiry,TransactionId,Time,Type):(-1,1927951567,1547075240,1)IndicationCode:(400)Failed to Get oAuth Token

and

0109150751|sip  |5|00|SSL_get_error nLen -1 errno 104 nError 5  = (0)error:00000000:lib(0):func(0):reason(0)
0109150751|sip  |4|00|TLS Listen Thread Exit

As you are only running "normal" logs and have not applied any special logging levels as suggested in the FAQ I am personally unable to determine anything.

I can only suggest you open a ticket.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

End Customers are unable to open a ticket directly with Polycom support.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

[I_am_Bob]

I'm not following your first statement that my error description does not match what I provided here.  If you are referring to the Polycom Support ticket that I created and then canceled by Polycom, the same problem was presented there as on this question.  I may have expanded this description more, but it’s the same problem.

Speaking of that, you state you cannot help and I suggest to open a support ticket.  I did that since the phone was provided by Polycom.  If Polycom Support cannot help me and you are saying I need to go to them, I’m at a loss where to get help.

I did change the logging level to Debug via the web interface.  If you did not see the details you need in the log, then either I did not do it correctly or it did not work.  The FAQ information is hard to follow on setting this up.

Anyway, for an unknown reason the problem is not seen today.  Maybe there is a 4-24 hour waiting period between changing password and the Skype certificate service???

[SteffenBaierUK]

Hello @I_am_Bob,

from memory the ticket stated something about making changes in Exchange and not specifically mentioning a simple password change. Nowhere near a Polycom network so cannot double check this.

Polycom directly would not usually sell you a phone so you must have either gotten an individual phone from a Polycom employee or somehow else.

Polycom support would usually never deal with an end customer and only refers people to the community so they can check with others there.

The Skype for Business section contains a Skype for Business FAQ and this has:

Jan 17, 2017 Question:How can I troubleshoot simple Skype for Business, LYNC or Office365 issues?

Resolution: Have a look => here <=

There is only so much I can try and help as I do work for support as outlined in my signature.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

[OnwardTechnologySolutions]

After submiting this issue for the 4th time to Microsoft and Polycom over the last 6 months and getting no where today Polycom FINALLY acknolwedged the problem and advised me they are working on a fix for upcoming release. Finally there is hope.

[SteffenBaierUK]

Hello @OnwardTechnologySolutions ,

welcome to the Polycom Community.

Do you have any form of Polycom or Microsoft reference?

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier