VVX 411 User Cert Failed

[ArchonSec]

Hello,

We have several users with Polycom VVX 411 SFB phones that have been using them on Teams every since Teams started. Starting this week the phones are now unable to sign in saying 'Fetching User Cert Failed.' We are on the current UC Software version and tried both User and Web sign in options. Nothing has changed in our environment so something must of changed in Teams.

MS support said Polycom could help setup a 3PIP gateway of some kind.

UC Software Version 6.4.0.11527
Updater Version 6.4.0.8604

[SteffenBaierUK]

Hello @ArchonSec ,

Welcome to the Poly Community.

As you have already figured out nothing on the phone end has changed so it must be a setting/change on the Microsoft end.

The 3PIP gateway is the technology between the previous Skype for Business Online and Microsoft Teams.

Your software is not Microsoft certified so I assume Microsoft is blocking the User-Agent.

Microsoft certified software can be found >here<

For the VVX it is 6.3.1

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

Best Regards

Steffen Baier

[ArchonSec]

Thank you for the quick response. I rolled the software back to 6.3.1.11465 but that doesn't seem to of done the trick. I'm still getting the same error.

I've attached the APP log if that would help. I don't speak Polycom but to my eye it looks like this is the critical error.

"Caller Service(140)AuthServiceCallerWbad:IndicationCode(401)Failed to Get oAuth Token
,TransactionID(1457929876)"

[ArchonSec]

I rolled back 6.3.1.11465 and still getting the same error. I looked in the logs and found the following error message.

0701130215|auth |2|00|CAuthSvcUpdateTokenNotifier:: UserMode = [False]
0701130215|auth |2|00|Policy Dest:(202)AuthServicePolicyDBKey:(102)AuthServiceUCMsgKey:(211)AuthSvcAODBIEIndKey
Caller Service(-1):IndicationCode(401)Failed to Get oAuth Token
,TransactionID(292808619)

[SteffenBaierUK]

Hello @ArchonSec ,

You will need to work with Microsoft on this as nothing has changed from our end.

Best Regards

Steffen Baier