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Cannot login to Trio 8800 using Skype for Business Credentials-Failed to fetch the root certificate

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Frequent Visitor

Cannot login to Trio 8800 using Skype for Business Credentials-Failed to fetch the root certificate

Hi There - I hope anyone can help.

 

I am using a Trio 8800 and i'm trying to login using the Skype for Business account. I put the credentials in and i sign and on the Trio 8800 it started the authentication process and sits there for a couple of seconds and then say 'Failed to fetch the root certificate'. I get stuck on this process

 

Any help will be much appreciated.

Message 1 of 6
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Accepted Solutions
Polycom Employee & Community Manager

Re: Cannot login to Trio 8800 using Skype for Business Credentials-Failed to fetch the root certific

Hello @hcastanares ,

 

As already stated please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up posts.

 

The first Troubleshooting option shows:

 

 

Lack of NTP Server causing unable to sign in:

 

002137.009|sip  |4|00|Server certificate verification failed, Untrusted Certificate
002137.010|sip  |4|00|MakeTlsConnection: SSL_connect error 1

The above is the phone missing an NTP Time server !

 

The red highlighted Area shows the phone not having a valid time as shown => here <=

 

Without the time the phone cannot verify the Certificate. The Time should display as MMDDHHMMSS

 

0123120329|log  |5|00|Skipped uploading of failed log file because no of failures are > 4 or last upload failed time is < 60 seconds.

The above shows January the 23 and the time as 12:03:29

 

Please look at your logs and you see you have no Time server. You would also see this on the Trio itself not showing the current time.


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

Best Regards

Steffen Baier

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

View solution in original post

Message 6 of 6
5 REPLIES 5
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Polycom Employee & Community Manager

Re: Cannot login to Trio 8800 using Skype for Business Credentials-Failed to fetch the root certific

Hello @hcastanares ,

 

welcome to the Poly Community.

Both the communities Must Read First and the 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,Teams, Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Poly 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
  • For questions around Support please check here

 

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly 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 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 posts.

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

Resolution: Have a look => 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

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 6
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Frequent Visitor

Re: Cannot login to Trio 8800 using Skype for Business Credentials-Failed to fetch the root certific

Hi SteffenBaierUK,

 

Below is Phone Model and UC Software Version Details

Phone Model Trio 8800

UC Software Version 5.8.0.15024

 

We are using Skype for Business On Prem for our platform.

Message 3 of 6
Highlighted
Polycom Employee & Community Manager

Re: Cannot login to Trio 8800 using Skype for Business Credentials-Failed to fetch the root certific

Hello

Did you check the quoted FAQ post ? Did you attach some logs for others to try and help?

Replied via a mobile device
----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 4 of 6
Highlighted
Frequent Visitor

Re: Cannot login to Trio 8800 using Skype for Business Credentials-Failed to fetch the root certific

Hi SteffenBaierUK,

 

Attached is log file

 

Cheers,

hcastanares

Polycom Employee & Community Manager

Re: Cannot login to Trio 8800 using Skype for Business Credentials-Failed to fetch the root certific

Hello @hcastanares ,

 

As already stated please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up posts.

 

The first Troubleshooting option shows:

 

 

Lack of NTP Server causing unable to sign in:

 

002137.009|sip  |4|00|Server certificate verification failed, Untrusted Certificate
002137.010|sip  |4|00|MakeTlsConnection: SSL_connect error 1

The above is the phone missing an NTP Time server !

 

The red highlighted Area shows the phone not having a valid time as shown => here <=

 

Without the time the phone cannot verify the Certificate. The Time should display as MMDDHHMMSS

 

0123120329|log  |5|00|Skipped uploading of failed log file because no of failures are > 4 or last upload failed time is < 60 seconds.

The above shows January the 23 and the time as 12:03:29

 

Please look at your logs and you see you have no Time server. You would also see this on the Trio itself not showing the current time.


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

Best Regards

Steffen Baier

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

View solution in original post

Message 6 of 6