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Guidelines
The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

- Software Version 5.8.0.13851 or 5.8.x and higher

- Model: Polycom VVX 411 and 611

- Microsoft Office 365 Hybrid

- MAC: 64:16:7F:08:E0:9A (example of one unit)

- Issue is persistent and reoccuring

 

Hello,

We have VVX 411 and 611 phones installed in our environment. The phones are linked to the user computers via SfB and BToE. A subset of users have MFA enabled, which means they must use web-sign in. They can eventually sign in, but when entering the code displayed on the phone, the first authentication attempt always fails (failed to fetch user certificate). The user must then try web sign-in once again and enter another code. This time the authentication succeeds. But having to repeat the process is not ideal for the user. Is this due to something specifically from Polycom's side or from Microsoft? Would like to simplify the sign-in process.

 

Thank you

2 REPLIES 2
HP Recommended

Hello @Cncf IT ,

 

Welcome to the Poly Community.


I am not sure if BToE is the culprit here. Have you tested this without?

 

I suggest this should come into support.


In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support.

The records for the VVX 411 shows it was sold via GECDF-GBH Communications Inc.back in 03/08/2017

As the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail 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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

Hello @Cncf IT 

 

actually your logs is from the 31/05 so I am not sure if the issue you describing is even captured but I found an internal ticket which sounds similar.

 

Get this into support and quote EN-144970

 

Best Regards

 

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.