Failed to fetch the user certificate error message

[Karthik D]

Polycom VVX phone 411 ( Serial Number:64167f45da2b )

Unable to sign into Polycom 411 phone & getting error message as "Failed to Fetch User Certificate". 

I logged out of the 601, and then I was able to log in to the 411 then I logged back in to the 601

so now I'm logged in to both of them.

Are we able to log in to more than one at a time, right??

[SteffenBaierUK]

Hello @Karthik D,

welcome back to the Polycom community.

Some or a couple of your old post(s) or reply(s) to them => here <= are still open / pending as you have not marked these as "Accept as a solution" or at least provided some form of feedback or answer.

If they are in this state nobody finding them via a community search will know if an answer or advice provided was useful and has maybe helped you.

Could you therefore kindly go over them and mark or answer as appropriate as we are unaware if you followed or ignored the advise given?

If they are marked as "Accept as a solution" other users can find these easier and it helps them to utilise the community more efficiently. Please do not simply mark them without any type of feedback.

For your new post 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, Lync)
• 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

• 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 if the issue is a day 1 issue or only happened after an upgrade or any other relevant details

Whilst providing the answers to some of the above may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used and other details and allows us to look up a potential support partners if an issue needs to come into support.

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

A similar/same error description was already asked only 2 days ago => here <=

Looking at the logs I see this error:

0926142446|auth |2|00|Policy Dest:(201)AuthServicePolicyServiceKey:(101)AuthServiceWTMsgKey:(206)AuthSvcAOServiceReplyKey
Caller Service(139)AuthServiceCallerLis:IndicationCode(400)Failed to Get UT
,TransactionID(297454590)
0926142446|auth |2|00|Response(-1)auth,(101)AuthServiceWTMsgKey,(-1)proxy,(1001)AuthRsp,(Expiry,TransactionId,Time,Type):(-1,297454590,1537993486,1)IndicationCode:(400)Failed to Get UT

The Server is sending us a 400 for the request.

In the past we had a similar issue but we fixed this by changing the Ciphers we use.

If you struggle with the troubleshooting FAQ and no other community member has any ideas the next step would be to involve Polycom support and/or Microsoft.

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.

INGRAM MICRO CANADA sold this unit so they are your Tier 1 contact.

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

[Karthik D · Accepted solution]

Provide the exact Software Version of your Phone 5.8.0.12848

Provide the Phone Model Polycom VVX 411 & VVX 601

Provide the Call Platform - Skype for Business Online

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 Attached

First User was getting error as " Failed to fetch the user certificate" when he tries to log in VVX 601 phone. If another user was logged in to same phone and then logged out , if First user logs back , everything works fine.

[SteffenBaierUK]

Hello @Karthik D,

I do not think this is a Polycom issue as you can log in one phone but not more. This may be a restriction on the Microsoft end.

You can work with Microsoft on this or open a Polycom support 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.

INGRAM MICRO CANADA sold the unit so please work with them.

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