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Skype for Business "User Credential" option Fails

Occasional Contributor

Skype for Business "User Credential" option Fails

We are a global organization and have multiple offices accross the world. We are planning to deploy polycom phones with SfB accounts at our UK offices. However, we are running into an issue where when a user tries to login with the "User Credentials" option it fails to login. We have MFA enabled on the O365 accounts (this issue started occuring after enabling MFA), however our phones in our US office login just fine even with MFA enabled. I have attached the logs for the successful login and the failed login hopefully we can resolve this issue.

 

UC Software Version      5.8.0.12386

Updater Version              5.9.5.12119

 

 

3 REPLIES 3
Polycom Employee & Community Manager

Re: Skype for Business "User Credential" option Fails

Hello @omartinez,

welcome to the Polycom Community.

Non working Logs:

 

0614212730|auth |4|00|[OAuth2ParseAndSaveRequiredInfo]:[1525] eReqRspID[2] m_RetVal[-1] curlReturn[0] HttpRspCode[400] csStrippedResponse[{"error":"interaction_required","error_description":"AADSTS50076: Due to a configuration change made by your administrator, or because you moved to a new location, you must use multi-factor authentication to access '00000004-0000-0ff1-ce00-000000000000'.\r\nTrace ID: 

and

.

0614212730|auth |2|00|Response(-1)auth,(102)AuthServiceUCMsgKey,(-1)pps,(14),(Expiry,TransactionId,Time,Type):(-1,420887746,1529008050,1)IndicationCode:(400)Failed to Get oAuth Token

 

Please note that the only form of Multi Factor Authentication currently supported on the VVX is Web Sign-In which is intended for Office 365 use only.

 

Currently no other Multi Factor Authentication solutions are supported.


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

Best Regards

Steffen Baier

Polycom Global Services




<======== 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 4
Occasional Contributor

Re: Skype for Business "User Credential" option Fails

Hi @steffenbaierUK,

 

I understand that MFA is only supported through Web-Login. I found this to be reseasonable as every device has its own MFA supporting features. However, where I begin to question this is when we have users with MFA enabled in our US office and they can login with "User Credential" as normal. I've also been able to login users from the UK office who have MFA enabled via "User Credential" in our US office. Why would this be? I uploaded the failed log which came from our UK office and the successful log which came from our US office to see if I can get some better understanding as to why this is occuring. I'm assuming its network related, but I'm not sure as to in the network is allowing "User Credential" to work.

Message 3 of 4
Polycom Employee & Community Manager

Re: Skype for Business "User Credential" option Fails

Hello @omartinez,

In order to fully troubleshoot this we need this in support.


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

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

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

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

Best Regards

Steffen Baier

Polycom Global Services




<======== 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 4