Plantronics + Polycom. Now together as Poly Logo

BTOE Credential Pop Up Window not showing up

Occasional Visitor

BTOE Credential Pop Up Window not showing up

Our organization uses Skype for Business with Polycom VVX phones. The BTOE credential pop up window is not showing up. BTOE is installed and successfully paired with the VVX 410, running platform I verified the correct TLS CA Cert is installed. We recently upgraded that cert and had a few phones that would auto fetch the cert. Here is a list of things I have tried to no avail.


Multiple reboots on phone and PC

Factory reset on phone

Replaced phone and verified the previous

Office repair

Reinstalled Office

Removed Skype App Data

Verified no Skype credentials stored in Windows Credential Manager

Deleted sign in info in Skype

Compared Skype setting with another working system for differences

Tried to prompt pop up from sign in via PC on phone



Message 1 of 4
Occasional Visitor

Re: BTOE Credential Pop Up Window not showing up

To clarify, this is only an issue with one user.

Message 2 of 4
Polycom Employee & Community Manager

Re: BTOE Credential Pop Up Window not showing up

Hello @RandiEyre,


welcome to the Polycom Community.

Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:


  • Provide the exact Software Version of your Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Polycom Infrastructure (RPRM,PDMS or BToE)
  • If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details if the issue is a day 1 issue or only happened after an upgrade or any other relevant details

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition providing all details at the same time allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.


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 <=

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

<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 3 of 4
Occasional Visitor

Re: BTOE Credential Pop Up Window not showing up

I believe this to be a PC issue, and not BTOE. Please disregard.

Message 4 of 4