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Failed to fetch the user certificate -VVX500

Occasional Contributor

Failed to fetch the user certificate -VVX500

Hi 
I have multiple Polycom VVX500 phones that were configured with Skype for Business and working fine for the last two years. 
The users can no longer login and they get the error: Failed to fetch the user certificate. 

Phone Information

Phone ModelVVX 500

Part Number3111-44500-001 Rev:A

MAC Address00:04:F2:64:7C:99

IP ModeIPv4

IP Address192.168.60.158

UC Software Version5.9.0.9373

Updater Version5.9.7.11143

 

Please help.

Message 1 of 8
7 REPLIES 7
Polycom Employee & Community Manager

Re: Failed to fetch the user certificate -VVX500

Hello @najibov ,

 

Please be aware of the following when utilizing UCS 4.1.0 or later:

The use of Polycom UC Software versions 4.1.X (“Software”) requires the purchase of a separate Software license for every device that will use the Software in Skype for Business environment. You may not install, access, or use the Software in Skype for Business environment on more devices that are listed on your license until additional licenses have been purchased and authorized by Polycom. These licenses should be purchased from the same company from which you purchased the devices. You may operate devices against Skype for Business server for trial purposes for up to 30 days without purchasing a license. Use of the Software is subject to the terms and conditions of the End User License Agreement.

Polycom reserves the right to audit your deployment to verify that you have sufficient licenses to match the number of devices being used.

Information in regards of License Part Numbers can be found here

 

When checking your provided Mac address we can see that the Phone(s) in question is not a Skype for Business SKU.

 

Therefore please ensure you have the correct license in place before using any phones.

 

Best Regards

 

Steffen Baier




<======== 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 2 of 8
Occasional Contributor

Re: Failed to fetch the user certificate -VVX500

Is that the answer to my question ???!!! You must be kidding me!

 

Can you just admit that you don't know so i can look for a solution myself?

 

Message 3 of 8
Polycom Employee & Community Manager

Re: Failed to fetch the user certificate -VVX500

Hello @najibov ,

 

without the correct license in place, you are not allowed to utilize our software after 30 days without purchasing a license.

 

As the SKU you have been using does not hold this you would need to prove you have the relevant license in place.

 

You are free to utilize the community search but in order to continue, you need to ensure you have the correct licenses in place.

 

I would assume other organisations would check this as well.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier




<======== 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 4 of 8
Occasional Advisor

Re: Failed to fetch the user certificate -VVX500

I have also been seeing this issue with a client that has 650+ phones, only a few say 10-15 have experienced this cert issue.

 

Only thing I found to fix it was a either a 1,3,5 reset or a reset from the web gui.

Sometimes as reset from the web doesn't work and I have to end up doing a 1,3,5 reset right on the phone.

Message 5 of 8
Polycom Employee & Community Manager

Re: Failed to fetch the user certificate -VVX500

Hello @Bob Smith ,

 

welcome back to the Poly Community.

 

Jan 17, 2017 Question:How can I troubleshoot simple Skype for Business, LYNC or Office365 issues?

Resolution: Have a look => here <=

 

Get some logs and escalate this into support.

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier




<======== 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 6 of 8
Highlighted
Occasional Advisor

Re: Failed to fetch the user certificate -VVX500

Not worth it, the time involved in collecting logs and going back an forth is just too much.

Much easier to just reset the phone and send the user on their way.

What am I going to tell them, they can't use their phone while I collect logs...

 

Message 7 of 8
Polycom Employee & Community Manager

Re: Failed to fetch the user certificate -VVX500

Hello @Bob Smith ,

 

Setting the correct logging levels and a provisioning server or RPRM or PDMS-E will collect the logs when the issue occurs. This way you can submit them to our support team and we can work the issue and fix this.

 

That way we can provide a fix for you and other users.

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier




<======== 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 8 of 8