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Failed to fetch user certificate

Occasional Visitor

Failed to fetch user certificate



I have multiple VVX 501 phones all running  software and We are using o365.  When I am connected with BTOE software (4.1.0) and logging in to skype the phone is giving an error "Failed to fetch user certificate".  I use the Web SignIn option, Pin option and go to the website enter the code and username & password.  The phone starts to login and then pops up the error "Failed to fetch the user certificate".  That displays for about 5 minutes before returning to the main screen where my only option is to sign in.  Please let me know what to do as this is the major issue now for all of our users.

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Polycom Employee & Community Manager

Re: Failed to fetch user certificate

Hello @Ujjwal Khera ,


Welcome to the Poly Community.

First of all, I would suggest using a currently supported firmware like UC Software 5.9.3 or if you need to stay on 5.8 use 5.8.5 instead.


Secondly, we have no sort of logs so it is hard to comment. As a reminder:


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

Resolution: Have a look => here <=


Utilizing the community search >here< finds many other posts for "Failed to Fetch Certificate" where you can follow up on the advice given.


You also have not provided any details if this is a day one issue or recently happened.


If this is urgent please follow the official path and escalate this.


In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support.

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

If the unit is no longer within the 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: 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
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