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Failed to fetch the user certificate -VVX500

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Occasional Contributor

Failed to fetch the user certificate -VVX500

Hi 
I have multiple Polycom VVX500 phones that were configured with Skype for Business and working fine for the last two years. 
The users can no longer login and they get the error: Failed to fetch the user certificate. 

Phone Information

Phone ModelVVX 500

Part Number3111-44500-001 Rev:A

MAC Address00:04:F2:64:7C:99

IP ModeIPv4

IP Address192.168.60.158

UC Software Version5.9.0.9373

Updater Version5.9.7.11143

 

Please help.

Message 1 of 8
7 REPLIES 7
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Polycom Employee & Community Manager

Re: Failed to fetch the user certificate -VVX500

Hello @najibov ,

 

Please be aware of the following when utilizing UCS 4.1.0 or later:

The use of Polycom UC Software versions 4.1.X (“Software”) requires the purchase of a separate Software license for every device that will use the Software in Skype for Business environment. You may not install, access, or use the Software in Skype for Business environment on more devices that are listed on your license until additional licenses have been purchased and authorized by Polycom. These licenses should be purchased from the same company from which you purchased the devices. You may operate devices against Skype for Business server for trial purposes for up to 30 days without purchasing a license. Use of the Software is subject to the terms and conditions of the End User License Agreement.

Polycom reserves the right to audit your deployment to verify that you have sufficient licenses to match the number of devices being used.

Information in regards of License Part Numbers can be found here

 

When checking your provided Mac address we can see that the Phone(s) in question is not a Skype for Business SKU.

 

Therefore please ensure you have the correct license in place before using any phones.

 

Best Regards

 

Steffen Baier

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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.

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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 8
Highlighted
Occasional Contributor

Re: Failed to fetch the user certificate -VVX500

Is that the answer to my question ???!!! You must be kidding me!

 

Can you just admit that you don't know so i can look for a solution myself?

 

Message 3 of 8
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Polycom Employee & Community Manager

Re: Failed to fetch the user certificate -VVX500

Hello @najibov ,

 

without the correct license in place, you are not allowed to utilize our software after 30 days without purchasing a license.

 

As the SKU you have been using does not hold this you would need to prove you have the relevant license in place.

 

You are free to utilize the community search but in order to continue, you need to ensure you have the correct licenses in place.

 

I would assume other organisations would check this as well.


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 4 of 8
Highlighted
Occasional Advisor

Re: Failed to fetch the user certificate -VVX500

I have also been seeing this issue with a client that has 650+ phones, only a few say 10-15 have experienced this cert issue.

 

Only thing I found to fix it was a either a 1,3,5 reset or a reset from the web gui.

Sometimes as reset from the web doesn't work and I have to end up doing a 1,3,5 reset right on the phone.

Message 5 of 8
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Polycom Employee & Community Manager

Re: Failed to fetch the user certificate -VVX500

Hello @Bob Smith ,

 

welcome back to the Poly Community.

 

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

Resolution: Have a look => here <=

 

Get some logs and escalate this into 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

----------------
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 6 of 8
Occasional Advisor

Re: Failed to fetch the user certificate -VVX500

Not worth it, the time involved in collecting logs and going back an forth is just too much.

Much easier to just reset the phone and send the user on their way.

What am I going to tell them, they can't use their phone while I collect logs...

 

Message 7 of 8
Highlighted
Polycom Employee & Community Manager

Re: Failed to fetch the user certificate -VVX500

Hello @Bob Smith ,

 

Setting the correct logging levels and a provisioning server or RPRM or PDMS-E will collect the logs when the issue occurs. This way you can submit them to our support team and we can work the issue and fix this.

 

That way we can provide a fix for you and other users.

 

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 8 of 8