Skype for Business "User Credential" option Fails

[Anonymous]

We are a global organization and have multiple offices accross the world. We are planning to deploy polycom phones with SfB accounts at our UK offices. However, we are running into an issue where when a user tries to login with the "User Credentials" option it fails to login. We have MFA enabled on the O365 accounts (this issue started occuring after enabling MFA), however our phones in our US office login just fine even with MFA enabled. I have attached the logs for the successful login and the failed login hopefully we can resolve this issue.

UC Software Version      5.8.0.12386

Updater Version              5.9.5.12119

[SteffenBaierUK]

Hello @omartinez,

welcome to the Polycom Community.

Non working Logs:

0614212730|auth |4|00|[OAuth2ParseAndSaveRequiredInfo]:[1525] eReqRspID[2] m_RetVal[-1] curlReturn[0] HttpRspCode[400] csStrippedResponse[{"error":"interaction_required","error_description":"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 '00000004-0000-0ff1-ce00-000000000000'.\r\nTrace ID: 

and

.

0614212730|auth |2|00|Response(-1)auth,(102)AuthServiceUCMsgKey,(-1)pps,(14),(Expiry,TransactionId,Time,Type):(-1,420887746,1529008050,1)IndicationCode:(400)Failed to Get oAuth Token

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.

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

[Anonymous]

Hi @steffenbaierUK,

I understand that MFA is only supported through Web-Login. I found this to be reseasonable as every device has its own MFA supporting features. However, where I begin to question this is when we have users with MFA enabled in our US office and they can login with "User Credential" as normal. I've also been able to login users from the UK office who have MFA enabled via "User Credential" in our US office. Why would this be? I uploaded the failed log which came from our UK office and the successful log which came from our US office to see if I can get some better understanding as to why this is occuring. I'm assuming its network related, but I'm not sure as to in the network is allowing "User Credential" to work.

[SteffenBaierUK]

Hello @omartinez,

In order to fully troubleshoot this we need this in support.

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.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

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