VVX 411/611 and MFA/BToE in O365 - two authentication checks?

[Cncf IT]

- Software Version 5.8.0.13851 or 5.8.x and higher

- Model: Polycom VVX 411 and 611

- Microsoft Office 365 Hybrid

- MAC: 64:16:7F:08:E0:9A (example of one unit)

- Issue is persistent and reoccuring

Hello,

We have VVX 411 and 611 phones installed in our environment. The phones are linked to the user computers via SfB and BToE. A subset of users have MFA enabled, which means they must use web-sign in. They can eventually sign in, but when entering the code displayed on the phone, the first authentication attempt always fails (failed to fetch user certificate). The user must then try web sign-in once again and enter another code. This time the authentication succeeds. But having to repeat the process is not ideal for the user. Is this due to something specifically from Polycom's side or from Microsoft? Would like to simplify the sign-in process.

Thank you

[SteffenBaierUK]

Hello @Cncf IT ,

Welcome to the Poly Community.

I am not sure if BToE is the culprit here. Have you tested this without?

I suggest this should come into support.

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

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

The records for the VVX 411 shows it was sold via GECDF-GBH Communications Inc.back in 03/08/2017

As the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here

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

Best Regards

Steffen Baier

[SteffenBaierUK]

Hello @Cncf IT 

actually your logs is from the 31/05 so I am not sure if the issue you describing is even captured but I found an internal ticket which sounds similar.

Get this into support and quote EN-144970

Best Regards

Steffen Baier