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.
Hello @CAAET ,
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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.
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
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.
Thanks Steffen, but it is not working yet.
Same message: Failed to fetch the user certificate
New logs attached.
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 HttpCode message 0218094452|auth |2|00|m_RetVal[-1] eReqRspID curlReturn HttpRspCode messageLen 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.