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Company First Time User: Phone stays at "Fetching user certificate"

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Occasional Visitor

Company First Time User: Phone stays at "Fetching user certificate"

Hi All,

 

We are a first user who recently was recommended to try Polycom phones. We are in Australia and we purchased the phone from our ISP. At the moment I've been able to setup Active Directory(sfbo CNAMEs for both internal and external DNS), DHCP and a UC Provisioning Server to talk with the phone but when I try to logon to Skype for Business the phone takes a while at "Fetching User Certificate". Please see debug logs below as we'd like to purchase more Polycom phones if I can get this to work. The model is a VVX501.

 

0527092633|sip |0|00| 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
0527092633|sip |0|00| ljcm9zb2Z0LmNvbS9wa2kvbXNjb3JwL01pY3Jvc29mdCUyMElUJTIwVExTJTIwQ0ElMjA1LmNydDAiBggrBgEFBQcwAYYWaHR0cDovL29jc3AubXNvY3NwLmNvbTA+BgkrBgEEAYI3FQcEMTAvBicrBgEEAYI3FQiH2oZ1g+7ZAYLJhRuBtZ5hhfTrYIFdhNLfQoLnk3oCAWQCARswTQYDVR0gBEYwRDBCBgkrBgEEAYI3KgEwNTAzBggrBgEFBQcCARYnaHR0cDovL3d3dy5taWNyb3NvZnQuY29tL3BraS9tc2NvcnAvY3BzMCcGCSsGAQQBgjcVCgQaMBgwCgYIKwYBBQUHAwIwCgYIKwYBBQUHAwEwWQYDVR0RBFIwUIIRKi5vbmxpbmUubHluYy5jb22CDW1lZXQubHluYy5jb2
0527092633|sip |0|00|<<< Data received TLS
0527092633|sip |0|00| 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
0527092633|sip |0|00| 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
0527092633|sip |0|00| 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
0527092633|sip |0|00| 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
0527092633|sip |0|00| H/BAgwBgEB/wIBA
0527092633|sip |0|00|<<< Data received TLS
0527092633|sip |0|00| DAOBgNVHQ8BAf8EBAMCAYYwJwYDVR0lBCAwHgYIKwYBBQUHAwEGCCsGAQUFBwMCBggrBgEFBQcDCTA0BggrBgEFBQcBAQQoMCYwJAYIKwYBBQUHMAGGGGh0dHA6Ly9vY3NwLmRpZ2ljZXJ0LmNvbTA6BgNVHR8EMzAxMC+gLaArhilodHRwOi8vY3JsMy5kaWdpY2VydC5jb20vT21uaXJvb3QyMDI1LmNybDA9BgNVHSAENjA0MDIGBFUdIAAwKjAoBggrBgEFBQcCARYcaHR0cHM6Ly93d3cuZGlnaWNlcnQuY29tL0NQUzANBgkqhkiG9w0BAQsFAAOCAQEAPvLPMKV6vx5q3zlYGCg8w53u54HFS/xn9r8fTjfa3vCv7or5A3tgZ3THO9r/K0rr/VR1E4vlwoESulISILopijrNQyTM1RcF/pwWP3PgbUHAdj3yq0jFWWJkukRPChiCP0HqPxg6WOegMFd19dFqMRS2lJll2rboAd7kq/u18
0527092633|sip |0|00| 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
0527092633|sip |0|00| xaRAvoySys+pAnCTKZlhIVGUAxgkYI4ciJRr+PCyPH7MmR0zXjrXxzV95gL3iWEVLeAC++1Qj/wJiO6z+Ex/RAz3H+MuT0+6LTRp0VFN1P9QNIu0AOytezKOnaSPcQwFD5FWSpPsq4oSIeKHldVb4kpDQAAGgMBAkAAEgYBBgMEAQUBAgEEAwUDAgMCAgAADgAAAA==", targetname="SY3AU100EDG01.infra.lync.com", realm="SIP Communications Service", version=4
0527092633|sip |0|00| From: "khietbrink" <sip:khietbrink@jjoconnor.com.au>;tag=8C2048A5-C4600664;epid=64167f353410
0527092633|sip |0|00| To: <sip:khietbrink@jjoconnor.com.au>;tag=CC436346E7BE39E53A8E05FE2D9CD6F5
0527092633|sip |0|00| Call-ID: b75c77d9b3c632e1dab0f3f4e9353410
0527092633|sip |0|00| CSeq: 2 REGISTER
0527092633|sip |0|00| Via: SIP/2.0/TLS 172.25.207.158:39791;branch=z9hG4bKfcd73ee14D474420;received=52.113.5.254;ms-received-port=51830;ms-received-cid=4261DA00
0527092633|sip |0|00| ms-telemetry-id: DDCCF42E-D049-59F0-A913-630FD8EC6B66
0527092633|sip |0|00| Server: RTC/7.0
0527092633|sip |0|00| Content-Length: 0
0527092633|sip |0|00|
0527092633|sip |0|00|TLSv1.2
0527092633|sip |0|00|IsThisSocket : Found Socket (219)
0527092633|sip |0|00|Send : Found Socket (219)
0527092633|sip |0|00|TLS Data Send to 52.113.66.203:443
0527092633|sip |0|00| REGISTER sip:jjoconnor.com.au;transport=tls SIP/2.0
0527092633|sip |0|00| Via: SIP/2.0/TLS 172.25.207.158:39791;branch=z9hG4bKb44a513f728D623E
0527092633|sip |0|00| From: "khietbrink" <sip:khietbrink@jjoconnor.com.au>;tag=8C2048A5-C4600664;epid=64167f353410
0527092633|sip |0|00| To: <sip:khietbrink@jjoconnor.com.au>
0527092633|sip |0|00| CSeq: 3 REGISTER
0527092633|sip |0|00| Call-ID: b75c77d9b3c632e1dab0f3f4e9353410
0527092633|sip |0|00| Contact: <sip:khietbrink@172.25.207.158:39791;transport=tls>;methods="INVITE, ACK, BYE, CANCEL, OPTIONS, INFO, MESSAGE, SUBSCRIBE, NOTIFY, PRACK, UPDATE, REFER, BENOTIFY";proxy=replace;+sip.instance="<urn:uuid:33ecf1c2-55b6-5a94-b213-0d100a201f93>";reg-id=1
0527092633|sip |0|00| User-Agent: Polycom/6.0.0.4796 PolycomVVX-VVX_501-UA/6.0.0.4796
0527092633|sip |0|00| Accept-Language: en
0527092633|sip |0|00| Ms-device-info: MAC=64-16-7F-35-34-10, vendor=POLYCOM, version=PolycomVVX-VVX_501-6.0.0.4796
0527092633|sip |0|00| ms-keep-alive: UAC;hop-hop=yes
0527092633|sip |0|00| Supported: msrtc-event-categories
0527092633|sip |0|00| Supported: adhoclist
0527092633|sip |0|00| Supported: ms-cluster-failover
0527092633|sip |0|00| Supported: ms-userservices-state-notification
0527092633|sip |0|00| Event: registration
0527092633|sip |0|00| ms-subnet: 172.25.207.0
0527092633|sip |0|00| Supported: gruu-10
0527092633|sip |0|00| Supported: gruu
0527092633|sip |0|00| Authorization: TLS-DSK qop="auth", opaque="4CDB54A9", realm="SIP Communications Service", targetname="SY3AU100EDG01.infra.lync.com", gssapi-data="FgMDA7wLAAO4AAO1AAOyMIIDrjCCApagAwIBAgIK7DFPjsF2V94L8jANBgkqhkiG9w0BAQsFADAgMR4wHAYDVQQDExVDb21tdW5pY2F0aW9ucyBTZXJ2ZXIwHhcNMTkwNTI2MjMzNzMzWhcNMTkwNTI3MDczNzMzWjAmMSQwIgYDVQQDExtraGlldGJyaW5rQGpqb2Nvbm5vci5jb20uYXUwggEiMA0GCSqGSIb3DQEBAQUAA4IBDwAwggEKAoIBAQCea1DgxChrPhqe1OnOJkcEImO02Qub/ik6AnPU2islokeIAg73oaUwFnv0xr0ycMGcGQWNhwf62rbdgTtdln4MvVx+c28JeUcLXyZnVL
0527092633|sip |0|00| 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
0527092633|sip |0|00| QfMB2BG2toaWV0YnJpbmtAampvY29ubm9yLmNvbS5hdTANBgkqhkiG9w0BAQsFAAOCAQEAO4DUgCNFC6lSMNo4U3BWBTryPD03e4jEQM0617yrXDWJEJrrIeDd1gjqODcYzkxu20CSWjBJsoCt2tNbG3qnWZjUPLLlCeZJXXSS2eAo1Rt2mTUWotWzS94D9yz/UrHy6o+jQRGJ/RcjZMTbIX8yyerCGlZFjahIBb9vCVfi3AJsN28U60W/elSGNr61Mtiivtpb3WRH1RHHqMlHTfPNa7d1KC6P0V+HVvWYnbqX9P4kOhKCQLEi9YcDPrgGWORtcGXHPXzT3fli3oiCHyOsuKspirex5X0pjGkxYhWjXjJ0+wc0BeW5uiD5oigQkfHQw/D23ZqNDu7usgo1vHhYyRYDAwBmEAAAYmEEiWqId0IxkG9AtelzrLnWw5dZcHG4YBs9E1YMReND+/dUUesvGxeZ9fimYh1v9mx7kkKL+u2tno0P5r7VrF
0527092633|sip |0|00| 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
0527092633|sip |0|00| C38s6R7p9dQbwjgt1ouJ7qp2olktmpP89vuxcM2Q==", version=4
0527092633|sip |0|00| Max-Forwards: 70
0527092633|sip |0|00| Content-Length: 0
0527092633|sip |0|00|
0527092633|sip |0|00| Send : >>> End of data send
0527092633|sip |0|00|<<< Data received TLS
0527092633|sip |0|00| SIP/2.0 401 Unauthorized
0527092633|sip |0|00| ms-user-logon-data: RemoteUser
0527092633|sip |0|00| Date: Sun, 26 May 2019 23:52:33 GMT
0527092633|sip |0|00| WWW-Authenticate: TLS-DSK opaque="4CDB54A9", gssapi-data="FAMDAAEBFgMDAGBs/9G1ZyuvooEZ2UaJTARkx0L+FLSBzaQV6/mQAC9SyRgrBFysnU4/BsiMTiXB/lMEwfD7eKJcVJqcoODlfsD77syI1h7FiLyc5CYZM3C1RUKCLGUrT1l8GgvyiCDu9Dg=", targetname="SY3AU100EDG01.infra.lync.com", realm="SIP Communications Service", version=4
0527092633|sip |0|00| From: "khietbrink" <sip:khietbrink@jjoconnor.com.au>;tag=8C2048A5-C4600664;epid=64167f353410
0527092633|sip |0|00| To: <sip:khietbrink@jjoconnor.com.au>;tag=CC436346E7BE39E53A8E05FE2D9CD6F5
0527092633|sip |0|00| Call-ID: b75c77d9b3c632e1dab0f3f4e9353410
0527092633|sip |0|00| CSeq: 3 REGISTER
0527092633|sip |0|00| Via: SIP/2.0/TLS 172.25.207.158:39791;branch=z9hG4bKb44a513f728D623E;received=52.113.5.254;ms-received-port=51830;ms-received-cid=4261DA00
0527092633|sip |0|00| ms-telemetry-id: DDCCF42E-D049-59F0-A913-630FD8EC6B66
0527092633|sip |0|00| Server: RTC/7.0
0527092633|sip |0|00| Content-Length: 0
0527092633|sip |0|00|
0527092633|sip |0|00|TLSv1.2
0527092633|sip |0|00|TLS-DSK: negotiated (ECDHE-RSA-AES256-SHA384) cipher
0527092633|sip |0|00|IsThisSocket : Found Socket (219)
0527092633|sip |0|00|Send : Found Socket (219)
0527092633|sip |0|00|TLS Data Send to 52.113.66.203:443
0527092633|sip |0|00| REGISTER sip:jjoconnor.com.au;transport=tls SIP/2.0
0527092633|sip |0|00| Via: SIP/2.0/TLS 172.25.207.158:39791;branch=z9hG4bK27dcf31dE714FFDC
0527092633|sip |0|00| From: "khietbrink" <sip:khietbrink@jjoconnor.com.au>;tag=8C2048A5-C4600664;epid=64167f353410
0527092633|sip |0|00| To: <sip:khietbrink@jjoconnor.com.au>
0527092633|sip |0|00| CSeq: 4 REGISTER
0527092633|sip |0|00| Call-ID: b75c77d9b3c632e1dab0f3f4e9353410
0527092633|sip |0|00| Contact: <sip:khietbrink@172.25.207.158:39791;transport=tls>;methods="INVITE, ACK, BYE, CANCEL, OPTIONS, INFO, MESSAGE, SUBSCRIBE, NOTIFY, PRACK, UPDATE, REFER, BENOTIFY";proxy=replace;+sip.instance="<urn:uuid:33ecf1c2-55b6-5a94-b213-0d100a201f93>";reg-id=1
0527092633|sip |0|00| User-Agent: Polycom/6.0.0.4796 PolycomVVX-VVX_501-UA/6.0.0.4796
0527092633|sip |0|00| Accept-Language: en
0527092633|sip |0|00| Ms-device-info: MAC=64-16-7F-35-34-10, vendor=POLYCOM, version=PolycomVVX-VVX_501-6.0.0.4796
0527092633|sip |0|00| ms-keep-alive: UAC;hop-hop=yes
0527092633|sip |0|00| Supported: msrtc-event-categories
0527092633|sip |0|00| Supported: adhoclist
0527092633|sip |0|00| Supported: ms-cluster-failover
0527092633|sip |0|00| Supported: ms-userservices-state-notification
0527092633|sip |0|00| Event: registration
0527092633|sip |0|00| ms-subnet: 172.25.207.0
0527092633|sip |0|00| Supported: gruu-10
0527092633|sip |0|00| Supported: gruu
0527092633|sip |0|00| Authorization: TLS-DSK qop="auth", realm="SIP Communications Service", opaque="4CDB54A9", crand="C811047B", cnum="1", targetname="SY3AU100EDG01.infra.lync.com", response="14fb8a544f348b83c8e9745a3c90f7993b0f08fc9061ff7d20efd729e0efabaf1ec45e64697adbe045c7fb5a7553b886"
0527092633|sip |0|00| Max-Forwards: 70
0527092633|sip |0|00| Content-Length: 0
0527092633|sip |0|00|
0527092633|sip |0|00| Send : >>> End of data send
0527092633|sip |0|00|<<< Data received TLS
0527092633|sip |0|00| SIP/2.0 403 Forbidden
0527092633|sip |0|00| ms-user-logon-data: RemoteUser
0527092633|sip |0|00| Authentication-Info: TLS-DSK qop="auth", opaque="4CDB54A9", srand="819E1604", snum="1", rspauth="ff80567b24b6c725365c09d13038bfc96585d0fe8c9e1b47423c75641603c4426f6808397361d9060962fc3ad8b5a56d", targetname="SY3AU100EDG01.infra.lync.com", realm="SIP Communications Service", version=4
0527092633|sip |0|00| Content-Length: 0
0527092633|sip |0|00| Via: SIP/2.0/TLS 172.25.207.158:39791;branch=z9hG4bK27dcf31dE714FFDC;received=52.113.5.254;ms-received-port=51830;ms-received-cid=4261DA00
0527092633|sip |0|00| From: "khietbrink" <sip:khietbrink@jjoconnor.com.au>;tag=8C2048A5-C4600664;epid=64167f353410
0527092633|sip |0|00| To: <sip:khietbrink@jjoconnor.com.au>;tag=4C3B300E3D7B4D5FBD3AAFA88154173E
0527092633|sip |0|00| Call-ID: b75c77d9b3c632e1dab0f3f4e9353410
0527092633|sip |0|00| CSeq: 4 REGISTER
0527092633|sip |0|00| ms-telemetry-id: DDCCF42E-D049-59F0-A913-630FD8EC6B66
0527092633|sip |0|00| Warning: 311 lcs.microsoft.com "https://portal.microsoftonline.com/download/lync.aspx"
0527092633|sip |0|00| Server: RTC/7.0
0527092633|sip |0|00|
0527092633|auth |0|00|Request(-1)auth,(104)AuthServiceGeneralMsgKey,(-1)pps,(18),(Expiry,TransactionId,Time,Type):(0,-1,1558914753,0)IndicationLevel:(200)
0527092633|auth |0|00|Policy Dest:(201)AuthServicePolicyServiceKey:(104)AuthServiceGeneralMsgKey:(205)AuthSvcAOServiceRequestKey
0527092633|auth |0|00|Policy Dest:(202)AuthServicePolicyDBKey:(-1):(209)AuthSvcAODBRemoveKey
0527092633|auth |0|00|CAuthSvcTokenRemoveNotifier:: Remove Data from DB
0527092633|auth |0|00|CAuthSvcTokenRemoveNotifier:: Remove Data from DB
0527092633|auth |0|00|CAuthSvcTokenRemoveNotifier:: Remove Data from DB
0527092633|auth |0|00|CAuthSvcTokenRemoveNotifier:: Remove Data from DB
0527092633|auth |0|00|Policy Dest:(201)AuthServicePolicyServiceKey:(104)AuthServiceGeneralMsgKey:(206)AuthSvcAOServiceReplyKey
0527092633|auth |0|00|Response(-1)auth,(-1),(-1),(-1),(Expiry,TransactionId,Time,Type):(-1,102,1558914753,1)IndicationCode:(302)Resource Removed Permanently
0527092633|auth |0|00|Number Of Controllers=1
0527092633|auth |0|00|
Message 1 of 2
1 REPLY 1
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Polycom Employee & Community Manager

Re: Company First Time User: Phone stays at "Fetching user certificate"

Hello @O'CONNORS ,

 

welcome to the Poly Community.

Both the communities Must Read First and the 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,Teams, Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Poly 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. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • 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 for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here

 

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly 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 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 posts.

 

Utilizing the community search for the keywords Fetching user certificate I can find these posts => here <=


Based on your logs I assume you are using Office 365 aka Skype for Business online and are utilizing UC Software 6.0.0

 

Dec 6, 2011 Question: What Phone Models support the LYNC 2010, LYNC 2013, Microsoft Office365, Skype for Business Online or Teams?

Resolution: Please check => here <=

 

The above FAQ and the relevant release notes state that 6.0.0 is not supported for S4B online.

 

Please utilize UC Software 5.9.2 and if this still fails come back.



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: 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 2 of 2