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Hybrid Trio 8800 UC 5.9.2.7553 unable to sign into Skype for Business

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Regular Visitor

Hybrid Trio 8800 UC 5.9.2.7553 unable to sign into Skype for Business

Our Trio is set to sign into Skype for Business on line 1 and into our SIP Server on line 2.

Line 2 is working properly, however, it is not possible to connect our account into Skype on line 1.

Error message: Failed to fetch user certificate.

It seems we have already done everything we could.

All the information requested is attached.

Please help

5 REPLIES 5
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Polycom Employee & Community Manager

Re: Hybrid Trio 8800 UC 5.9.2.7553 unable to sign into Skype for Business

Hello @CAAET ,

 

Welcome to the Poly Community. We usually ask for this:

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:

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.

As you can see by the above we would like to know for example:

 

  • Did this work before trying the Hybrid registration?
    We can see the Trio with the MAC 0004F2FF88B8 was sold back in 18/04/2018 so we "assume" at some point, it must have?
  • What did change?
  • Can you supply a backup?


In addition, please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up posts.

 

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

Resolution: Have a look => here <=

 

If this is urgent please work with SCANSOURCE BRASIL DISTRIBUIDORA DE TECNOLOGIAS LTDA as they are your Tier 1 support.


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. Available End User Poly services offerings are detailed here

Based on our records 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

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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 6
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Regular Visitor

Re: Hybrid Trio 8800 UC 5.9.2.7553 unable to sign into Skype for Business

We have just updated it to 9.2.7727 version and also tried earlier versions but in all cases the problem still the same.

 

Did this work before trying the Hybrid registration?

Yes, but before january 15th and even now the problem continues with the single registration: only skype for business (not hybrid)

 

We can see the Trio with the MAC 0004F2FF88B8 was sold back in 18/04/2018 so we "assume" at some point, it must have? Yes, before this january 15th.

 

What did change? We just do not know.

 

Can you supply a backup? Attached with new logs

 

Message 3 of 6
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Polycom Employee & Community Manager

Re: Hybrid Trio 8800 UC 5.9.2.7553 unable to sign into Skype for Business

Hello @CAAET 

 

I only looked at this briefly but someone must have set Settings > Lines > Line 1 > Authentication > User ID to 6170054 which I assume was the SIP extension of the Line 2.

 

I suggest you click on Reset to Default within this section and then try to sign in again using Settings > Skype for Business Sign In.

 

If this is Office 365 you only need the Sign-in Address and User and the relevant password.

 

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 4 of 6
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Regular Visitor

Re: Hybrid Trio 8800 UC 5.9.2.7553 unable to sign into Skype for Business

Thanks Steffen, but it is not working yet.
Same message: Failed to fetch the user certificate
New logs attached.

Message 5 of 6
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Polycom Employee & Community Manager

Re: Hybrid Trio 8800 UC 5.9.2.7553 unable to sign into Skype for Business

Hello @CAAET 

 

as outlined initially you would need to work with who sold you the Trio in order to get support.

 

I only had a brief look as I cannot provide support via the community and it seems to be a Proxy issue:

0218094452|curl |1|00|HEADER_IN : HTTP/1.1 403 Forbidden
0218094452|curl |1|00|HEADER_IN : Server: squid
0218094452|curl |1|00|HEADER_IN : Mime-Version: 1.0
0218094452|curl |1|00|HEADER_IN : Date: Tue, 18 Feb 2020 12:44:54 GMT
0218094452|curl |1|00|HEADER_IN : Content-Type: text/html
0218094452|curl |1|00|HEADER_IN : Content-Length: 7204
0218094452|curl |1|00|HEADER_IN : X-Squid-Error: ERR_ACCESS_DENIED 0
0218094452|curl |1|00|HEADER_IN : X-Cache: MISS from empro7060.empro.com.br
0218094452|curl |1|00|HEADER_IN : Via: 1.1 empro7060.empro.com.br (squid)
0218094452|curl |1|00|HEADER_IN : Connection: close
0218094452|curl |1|00|HEADER_IN : 
0218094452|curl |3|00|Received HTTP code 403 from proxy after CONNECT
0218094452|curl |3|00|Closing connection #0
0218094452|auth |2|00|<SM>(304)AuthServiceUTStateMachine(0x3674470):Ctx((315),(301)kEAuthOnRecvDataResponse,Ticks(0))
0218094452|auth |4|00|eReqRspID[1] HttpCode[480] message[]
0218094452|auth |2|00|m_RetVal[-1] eReqRspID[1] curlReturn[0] HttpRspCode[480] messageLen[0]
0218094452|auth |2|00|S/E(sSAuthSvcGetServers,kEAuthOnRecvDataResponse),rO(4)
0218094452|auth |2|00|<\SM>(304)AuthServiceUTStateMachine(0x3674470):Ctx((353),(1)kBaseEventInit,Ticks(0))
0218094452|auth |2|00|<SM>(304)AuthServiceUTStateMachine(0x3674470):Ctx((353),(1)kBaseEventInit,Ticks(0))
0218094452|auth |4|00|pHD(-1)
0218094452|auth |2|00|S/E(sSAuthSvcUTError,kBaseEventInit),rO(4)
0218094452|auth |2|00|<\SM>(304)AuthServiceUTStateMachine(0x3674470):Ctx((353),(4),Ticks(0))
0218094452|auth |2|00|<SM>(304)AuthServiceUTStateMachine(0x3674470):Ctx((353),(4),Ticks(0))
0218094452|auth |2|00|<\SM>(304)AuthServiceUTStateMachine(0x3674470):Ctx((353),(-1),Ticks(0))
0218094452|auth |0|00|Policy Dest:(203)AuthServicePolicyFsmKey:(105)AuthServiceUTMsgKey:(215)AuthSvcAOFsmReplyKey
Caller Service(-1):IndicationCode(400)Failed to Get UT

 

Please check this and then go ahead and open a ticket.

 

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 6 of 6