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VVX410 fails to connect after Windows 10 Update

Occasional Contributor

VVX410 fails to connect after Windows 10 Update

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


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?



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Occasional Contributor

Re: VVX410 fails to connect after Windows 10 Update


UCS software version is

Updated VErsion is

Message 2 of 3
Polycom Employee & Community Manager

Re: VVX410 fails to connect after Windows 10 Update

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

The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.


Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 3 of 3