Failed to fetch the user certificate error message

[jprny]

I was on version 5.8.0.12848 and all has been working well for a long time.

Starting yesterday, I got the error message "Failed to fetch the user certificate" whenever trying to log in to SFB on the phone or via the web interface.

I upgraded to 5.9.0.9373 and am getting the same error.

I can provide logs or backup if required, though it looked like this is a common error.

Appreciate any help.

Thanks.

Phone Information

Phone Model VVX 600

Part Number 3111-44600-001 Rev:A

MAC Address 00:04:F2:87:EF:38

IP Mode IPv4

IP Address 192.168.2.4

UC Software Version 5.9.0.9373

Updater Version 5.9.7.11143

Camera Software Version VVX Camera is not connected

[jprny]

Here's the tail of the app log.

FYI, this is Office 365.

Thanks.

-jpr

https://login.windows.net/common/oauth2/authorize
https://webdir0a.online.lync.com/WebTicket/WebTicketService.svc/OAuth
https://webdir0a.online.lync.com/WebTicket/WebTicketService.svc
https://login.windows.net/common/oauth2/authorize
http://nexus.microsoftonline-
0313162720|auth |4|00|AuthSvc SOAuth2Error, BaseEventInit restart[0] SfbTokenFetchMethod[3]
0313162720|auth |2|00|S/E(sSOAuth2Error,kBaseEventInit),rO(4)
0313162720|auth |3|00|kEAuthOnRecvDataResponse:Event(4) not found in Transition Table for state sSOAuth2Error
0313162720|auth |2|00|<\SM>(305)AuthServiceOAuthStateMachine(0x440628e8):Ctx((513),(4),Ticks(0))
0313162720|auth |2|00|Policy Dest:(203)AuthServicePolicyFsmKey:(106)AuthServiceOAuthMsgKey:(215)AuthSvcAOFsmReplyKey
Caller Service(-1):IndicationCode(400)Failed to Get oAuth Token
,TransactionID(852856421)
0313162720|auth |2|00|Silent Indication, CallerService(AuthServiceCallerSnooper)
0313162720|auth |2|00|CAuthSvcUpdateTokenNotifier:: UserMode = [False]
0313162720|auth |2|00|Policy Dest:(202)AuthServicePolicyDBKey:(106)AuthServiceOAuthMsgKey:(212)AuthSvcAODBDBIndKey
Caller Service(-1):IndicationCode(400)Failed to Get oAuth Token
,TransactionID(852856421)
0313162720|auth |2|00|<SM>(305)AuthServiceOAuthStateMachine(0x440628e8):Ctx((513),(7)kBaseEventStop,Ticks(0))
0313162720|auth |2|00|<\SM>(305)AuthServiceOAuthStateMachine(0x440628e8):Ctx((513),(-1),Ticks(0))
0313162720|auth |2|00|CAuthSvcUpdateTokenNotifier:: UserMode = [False]
0313162720|auth |2|00|<SM>(304)AuthServiceUTStateMachine(0x440d8850):Ctx((345),(7)kBaseEventStop,Ticks(0))
0313162720|auth |2|00|<\SM>(304)AuthServiceUTStateMachine(0x440d8850):Ctx((345),(-1),Ticks(0))
0313162720|auth |2|00|CAuthSvcUpdateTokenNotifier:: UserMode = [False]
0313162720|auth |2|00|Policy Dest:(202)AuthServicePolicyDBKey:(101)AuthServiceWTMsgKey:(211)AuthSvcAODBIEIndKey
Caller Service(-1):IndicationCode(400)Failed to Get oAuth Token
,TransactionID(852856421)
0313162720|auth |2|00|CAuthSvcUpdateTokenNotifier:: UserMode = [False]
0313162720|auth |2|00|Policy Dest:(202)AuthServicePolicyDBKey:(102)AuthServiceUCMsgKey:(211)AuthSvcAODBIEIndKey
Caller Service(-1):IndicationCode(400)Failed to Get oAuth Token
,TransactionID(852856421)
0313162720|auth |2|00|CAuthSvcUpdateTokenNotifier:: UserMode = [False]
0313162720|auth |2|00|Policy Dest:(201)AuthServicePolicyServiceKey:(102)AuthServiceUCMsgKey:(206)AuthSvcAOServiceReplyKey
Caller Service(-1):IndicationCode(400)Failed to Get oAuth Token
,TransactionID(852856421)
0313162720|auth |2|00|Response(-1)auth,(102)AuthServiceUCMsgKey,(-1)pps,(14),(Expiry,TransactionId,Time,Type):(-1,852856421,1552508840,1)IndicationCode:(400)Failed to Get oAuth Token
0313162720|sip |4|00|TLS-DSK:soWebTicketCbFunc: SoWebTicketCb_ResponseError event triggered from the soWebTicket
0313162720|auth |2|00|Policy Dest:(201)AuthServicePolicyServiceKey:(106)AuthServiceOAuthMsgKey:(206)AuthSvcAOServiceReplyKey
Caller Service(144)AuthServiceCallerSnooper:IndicationCode(400)Failed to Get oAuth Token
,TransactionID(852856421)
0313162720|auth |2|00|Response(-1)auth,(106)AuthServiceOAuthMsgKey,(-1)lyncStatus,(14),(Expiry,TransactionId,Time,Type):(-1,852856421,1552508840,1)IndicationCode:(400)Failed to Get oAuth Token
0313162720|log |5|00|Skipped uploading of failed log file because no of failures are > 4 or last upload failed time is < 60 seconds.
0313162750|sip |5|00|SSL_get_error nLen -1 errno 104 nError 5 = (0)error:00000000:lib(0):func(0):reason(0)
0313162750|sip |4|00|TLS Listen Thread Exit

[SteffenBaierUK]

Hello @jprny ,

welcome to the Polycom Community.

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

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

Resolution: Have a look => here <=

Your log does not contain enough information on why the sign in process fails.

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

Best Regards

Steffen Baier

[jprny]

Thanks.

I enabled debugging and see this more useful error message:

0314083242|auth |4|00|parseOAuth2ErrorCodeDetails: csErrorCode[interaction_required] csErrorDescription[AADSTS50076: Due to a configuration change made by your administrator, or because you moved to a new location, you must use multi-factor authentication to access.

We have had MFA enabled for a long time, so I'm sure why it stopped working. I can't remember if the phone used a regular password or an app password.  I tried the app password and it was reported as incorrect, so I went back to the regular password.

I found some support info that said that I have to log in with the "web login", which makes sense.  "web login" was available on the phone itself when I clicked "sign in".  That displayed an MS URL to visit from a web browser and a code to enter.  When I did that, the login worked successfully.

Hope this helps someone else.

Thanks

[mschulze]

Hi @jprny,

Please note that the only form of Multi Factor Authentication currently supported on the VVX is Web Sign-In which is intended for Office 365 use only.

Currently no other Multi Factor Authentication solutions are supported.