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Trio 8800 Failed to Fetch Root Certificate

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Occasional Visitor

Trio 8800 Failed to Fetch Root Certificate

I have 2 Trio 8800 that was working fine, now they are getting the message Failed to Fetch Root Certificate.  Below is an example of what the error log is showing.  I have not imported any certs, and skype for business is controlled by the home office in Switzerland. 

 

The Trio 8800 is running Current software version: 5.9.3.7982

 
0615002201|sip |4|00|[cert_verify_callback,tcp]:Server certificate verification failed, Untrusted Certificate,error=20
0615002201|sip |4|00|MakeTlsConnection: SSL_connect error 1
0615002201|sip |4|00|MakeTlsConnection: connection failed error -1
0615002305|nisvc|4|00|Renew(0) Pac Fetch Failed, SMCtx:ProxyData:UserName Invalid,Password Invalid,nAddrs:0, Type/Address:DHCPCurl:, HttpCode:0 CurlCode:0 DiagErrCode:0, Retry:0 Failed:3028 Renew:0 Expiry:0 Domain: Domain Tokens(0), Domain Idx:4294967295

 

 

 

Message 1 of 3
2 REPLIES 2
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Polycom Employee & Community Manager

Re: Trio 8800 Failed to Fetch Root Certificate

Hello @SuGA ,

 

Welcome to the Poly Community.

This could have multiple root causes.

 

  1. Maybe your organisation was using AddTrust root certificate which our software includes. The expiry of this certificate was 30.05.2020. This was, for example, discussed >here< and I provided a way on how to manually add the new certificate.

  2. Another issue could be a certificate has changed on your organisation's end which we do not have in our built-in certificate store => here <=

You can try and amend the logging:

 

  • Settings > Logging > Global Settings > Global Log Level Limit > Debug
  • Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) > Trio or CCX 10240
  • Settings > Logging > Module Log Level Limits > SIP > Debug
  • Settings > Logging > Module Log Level Limits > CURL > Event 3
  • Settings > Logging > Module Log Level Limits > TLS > Debug

Change the above and then reboot the unit and share the logs (rename into .txt) via Diagnostics > View & Download Logs > UCS Application > Export

 

If you are unable to do so and no other community volunteer can help the next step is to raise a ticket.


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. Available End User Poly services offerings are detailed here

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

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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 3
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Occasional Visitor

Re: Trio 8800 Failed to Fetch Root Certificate

Thank you for your reply. I check the certs and share the logs if needed. 

Message 3 of 3