• ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

Windows 10 applied the following update automatically and now my VVX410 will not sign in to Skype for Business.

https://support.microsoft.com/en-gb/help/4023057/update-to-windows-10-versions-1507-1511-1607-1703-1...

 

The phone now displays the message "Failed to fetch the user certificate"

The phone has been working perfectly until now and somewhat Ironically Microsoft describe the update as being "for update reliability"

 

The link above indicates that network settings may have been reset but does not indicate which settings are changed. 

 

Does anyone know what has changed or how to get the phone back in operation?

Regards

James

2 REPLIES 2
HP Recommended

BTOE is 3.9.0.0

UCS software version is 5.9.0.9373

Updated VErsion is 5.9.7.11143

HP Recommended

Hello @JamesLupton ,

 

welcome to the Polycom Community.

 

Searching the Skype for Business community for the keywords "Failed to fetch the user certificate" finds these results => here <=

 

I can only suggest you check these and verify that your organisation has not made any changes on the Skype for Business end in regards Modern Authentication. The results also show advise what logging level would show this.

 

If this all fails please open a 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.

If this is some sort of an Internet discounter providing your MAC address or your Polycom devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Polycom device from.

If the unit is no longer within 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
† 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>.