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Unable to login to Skype for Business with PolyCom Trio 8800, Failed to fetch the user certificate

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Unable to login to Skype for Business with PolyCom Trio 8800, Failed to fetch the user certificate

Unable to login to Skype for Business with PolyCom Trio 8800, error message  "Failed to fetch the user certificate"

but i can login web interface on the polycom.

can someone help please?

thanks

 

see the below logs:

 

0227134730|curl |3|00|SSLv2, Unknown (23):
0227134730|curl |1|00|HEADER_IN : HTTP/1.1 200 OK
0227134730|curl |1|00|HEADER_IN : Cache-Control: private
0227134730|curl |1|00|HEADER_IN : Content-Type: text/xml; charset=UTF-8
0227134730|curl |1|00|HEADER_IN : X-MS-Server-Fqdn: AM41E00EDG01.infra.lync.com
0227134730|curl |1|00|HEADER_IN : X-MS-Correlation-Id: 2f4813c2-02e7-42f1-ae7b-aadbfd3326b2
0227134730|curl |1|00|HEADER_IN : x-ms-client-request-id: bed8d0cf-e9fb-4d57-a4f0-492dfdb73cc8
0227134730|curl |1|00|HEADER_IN : Strict-Transport-Security: max-age=31536000; includeSubDomains
0227134730|curl |1|00|HEADER_IN : Date: Wed, 27 Feb 2019 12:47:31 GMT
0227134730|curl |1|00|HEADER_IN : Content-Length: 13440
0227134730|curl |1|00|HEADER_IN :
0227134730|curl |3|00|Connection #0 to host webdir1E.online.lync.com left intact
0227134730|curl |3|00|Closing connection #0
0227134730|curl |3|00|SSLv2, Unknown (21):
0227134730|curl |3|00|SSLv3, TLS alert, Client hello (1):
0227134730|curl |3|00|timeout on name lookup is not supported
0227134730|curl |3|00|About to connect() to webdir1e.online.lync.com port 443 (#0)
0227134730|curl |3|00| xxxx.
0227134730|curl |3|00|the local port callback returned 0
0227134730|curl |3|00|Local port: 52790
0227134731|curl |3|00|connected after 1 seconds
0227134731|curl |3|00|Connected to webdir1e.online.lync.com (xxxxx) port 443 (#0)
0227134731|curl |3|00|successfully set certificate verify locations:
0227134731|curl |3|00| CAfile: /data/polycom/ffs0/ca3.crt
CApath: none
0227134731|curl |3|00|SSLv3, TLS Unknown, Unknown (22):
0227134731|curl |3|00|SSLv3, TLS handshake, Client hello (1):
0227134731|curl |3|00|SSLv2, Unknown (22):
0227134731|curl |3|00|SSLv3, TLS handshake, Server hello (2):
0227134731|curl |3|00|SSLv3, TLS handshake, CERT (11):
0227134731|curl |3|00|SSLv3, TLS handshake, Server key exchange (12):
0227134731|curl |3|00|SSLv3, TLS handshake, Server finished (14):
0227134731|curl |3|00|SSLv2, Unknown (22):
0227134731|curl |3|00|SSLv3, TLS handshake, Client key exchange (16):
0227134731|curl |3|00|SSLv2, Unknown (20):
0227134731|curl |3|00|SSLv3, TLS change cipher, Client hello (1):
0227134731|curl |3|00|SSLv2, Unknown (22):
0227134731|curl |3|00|SSLv3, TLS handshake, Finished (20):
0227134731|curl |3|00|SSLv2, Unknown (20):
0227134731|curl |3|00|SSLv3, TLS change cipher, Client hello (1):
0227134731|curl |3|00|SSLv2, Unknown (22):
0227134731|curl |3|00|SSLv3, TLS handshake, Finished (20):
0227134731|curl |3|00|SSL connection using ECDHE-RSA-AES256-SHA384
0227134731|curl |3|00|Server certificate:
0227134731|curl |3|00| subject: CN=*.online.lync.com
0227134731|curl |3|00| start date: 2018-01-30 17:06:22 GMT
0227134731|curl |3|00| expire date: 2019-07-30 17:06:22 GMT
0227134731|curl |3|00| issuer: C=US, ST=Washington, L=Redmond, O=Microsoft Corporation, OU=Microsoft IT, CN=Microsoft IT TLS CA 5
0227134731|curl |3|00| SSL certificate verify ok.
0227134731|curl |3|00|SSLv2, Unknown (23):
0227134731|curl |1|00|HEADER_OUT: GET /WebTicket/WebTicketService.svc/mex HTTP/1.1
...
0227134731|curl |3|00|SSLv2, Unknown (23):
0227134731|curl |1|00|HEADER_IN : HTTP/1.1 200 OK
0227134731|curl |1|00|HEADER_IN : Cache-Control: private
0227134731|curl |1|00|HEADER_IN : Content-Type: text/xml; charset=UTF-8
0227134731|curl |1|00|HEADER_IN : X-MS-Server-Fqdn: AM41E00EDG14.infra.lync.com
0227134731|curl |1|00|HEADER_IN : X-MS-Correlation-Id: da1767fd-7939-4170-b497-c609d7f66bc4
0227134731|curl |1|00|HEADER_IN : x-ms-client-request-id: 50e2eae8-a069-4f17-8a9c-1c24caa17c98
0227134731|curl |1|00|HEADER_IN : Strict-Transport-Security: max-age=31536000; includeSubDomains
0227134731|curl |1|00|HEADER_IN : X-Content-Type-Options: nosniff
0227134731|curl |1|00|HEADER_IN : Date: Wed, 27 Feb 2019 12:47:32 GMT
0227134731|curl |1|00|HEADER_IN : Content-Length: 13120
0227134731|curl |1|00|HEADER_IN :
0227134731|curl |3|00|Connection #0 to host webdir1e.online.lync.com left intact
0227134731|curl |3|00|Closing connection #0
0227134731|curl |3|00|SSLv2, Unknown (21):
0227134731|curl |3|00|SSLv3, TLS alert, Client hello (1):
0227134731|curl |3|00|timeout on name lookup is not supported
0227134731|curl |3|00|About to connect() to login.windows.net port 443 (#0)
0227134731|curl |3|00| Trying xxxxx.
0227134731|curl |3|00|the local port callback returned 0
0227134731|curl |3|00|Local port: 63089
0227134731|curl |3|00|Connected to login.windows.net (xxx) port 443 (#0)
0227134731|curl |3|00|successfully set certificate verify locations:
0227134731|curl |3|00| CAfile: /data/polycom/ffs0/ca3.crt
CApath: none
0227134731|curl |3|00|SSLv2, Unknown (22):
0227134731|curl |3|00|SSLv3, TLS handshake, Client hello (1):
0227134731|curl |3|00|SSLv2, Unknown (22):
0227134731|curl |3|00|SSLv3, TLS handshake, Server hello (2):
0227134731|curl |3|00|SSLv3, TLS handshake, CERT (11):
0227134731|curl |3|00|SSLv3, TLS handshake, Server key exchange (12):
0227134731|curl |3|00|SSLv3, TLS handshake, Server finished (14):
0227134731|curl |3|00|SSLv2, Unknown (22):
0227134731|curl |3|00|SSLv3, TLS handshake, Client key exchange (16):
0227134731|curl |3|00|SSLv2, Unknown (20):
0227134731|curl |3|00|SSLv3, TLS change cipher, Client hello (1):
0227134731|curl |3|00|SSLv2, Unknown (22):
0227134731|curl |3|00|SSLv3, TLS handshake, Finished (20):
0227134731|curl |3|00|SSLv2, Unknown (20):
0227134731|curl |3|00|SSLv3, TLS change cipher, Client hello (1):
0227134731|curl |3|00|SSLv2, Unknown (22):
0227134731|curl |3|00|SSLv3, TLS handshake, Finished (20):
0227134731|curl |3|00|SSL connection using ECDHE-RSA-AES256-SHA
0227134731|curl |3|00|Server certificate:
0227134731|curl |3|00| subject: CN=graph.windows.net
0227134731|curl |3|00| start date: 2019-01-03 00:40:58 GMT
0227134731|curl |3|00| expire date: 2021-01-03 00:40:58 GMT
0227134731|curl |3|00| issuer: C=US, ST=Washington, L=Redmond, O=Microsoft Corporation, OU=Microsoft IT, CN=Microsoft IT TLS CA 1
0227134731|curl |3|00| SSL certificate verify ok.
0227134731|curl |3|00|Server auth using Basic with user 'ubajo'
0227134731|curl |3|00|SSLv2, Unknown (23):
0227134731|curl |1|00|HEADER_OUT: GET /common/UserRealm/username?api-version=1.0 HTTP/1.1
...
0227134731|curl |3|00|SSLv2, Unknown (23):
0227134731|curl |3|00|SSLv2, Unknown (23):
0227134731|curl |1|00|HEADER_IN : HTTP/1.1 200 OK
0227134731|curl |1|00|HEADER_IN : Cache-Control: no-cache, no-store
0227134731|curl |1|00|HEADER_IN : Pragma: no-cache
0227134731|curl |1|00|HEADER_IN : Content-Type: application/json; charset=utf-8
0227134731|curl |1|00|HEADER_IN : Expires: -1
0227134731|curl |1|00|HEADER_IN : Server: Microsoft-IIS/10.0
0227134731|curl |1|00|HEADER_IN : Strict-Transport-Security: max-age=31536000; includeSubDomains
0227134731|curl |1|00|HEADER_IN : X-Content-Type-Options: nosniff
0227134731|curl |1|00|HEADER_IN : x-ms-request-id: a9bbc2b4-8c14-4dde-9792-dc1f892f2500
0227134731|curl |1|00|HEADER_IN : P3P: CP="DSP CUR OTPi IND OTRi ONL FIN"
0227134731|curl |1|00|HEADER_IN : Set-Cookie: fpc=AgZKc9iV43lJrIH7xs9HrTU; expires=Fri, 29-Mar-2019 12:47:32 GMT; path=/; secure; HttpOnly
0227134731|curl |1|00|HEADER_IN : Content-Disposition: inline; filename=userrealm.json
0227134731|curl |1|00|HEADER_IN : Set-Cookie: x-ms-gateway-slice=prod; path=/; secure; HttpOnly
0227134731|curl |1|00|HEADER_IN : Set-Cookie: stsservicecookie=ests; path=/; secure; HttpOnly
0227134731|curl |1|00|HEADER_IN : Date: Wed, 27 Feb 2019 12:47:32 GMT
0227134731|curl |1|00|HEADER_IN : Content-Length: 373
0227134731|curl |1|00|HEADER_IN :
0227134731|curl |3|00|Connection #0 to host login.windows.net left intact
0227134731|curl |3|00|Closing connection #0
0227134731|curl |3|00|SSLv2, Unknown (21):
0227134731|curl |3|00|SSLv3, TLS alert, Client hello (1):
0227134731|AuthS|4|00|[StdRet COAuth2SmCtxt::OAuth2ParseAndSaveRequiredInfo(E_OAuth2ReqRspId)]:[1531] eReqRspID[1] m_RetVal[0] curlReturn[0] HttpRspCode[200] csStrippedResponse[{"ver":"1.0","account_type":"Federated","domain_name":"cargolux.com","federation_protocol":"WSTrust","federation_metadata_url":"https://adfs.cargolux.com/adfs/services/trust/mex","federation_active_auth_url":"https://adfs.cargolux.com/adfs/services/trust/2005/usernamemixed","cloud_instance_name":"microsoftonline.com","cloud_audience_urn":"urn:federation:
0227134731|curl |3|00|timeout on name lookup is not supported
0227134731|curl |3|00|About to connect() to adfs.cargolux.com port 443 (#0)
0227134731|curl |3|00| Trying xxxxx
0227134731|curl |3|00|the local port callback returned 0
0227134731|curl |3|00|Local port: 20862
0227134731|curl |3|00|Connected to adfs.cargolux.com (xxx) port 443 (#0)
0227134731|curl |3|00|successfully set certificate verify locations:
0227134731|curl |3|00| CAfile: /data/polycom/ffs0/ca3.crt
CApath: none
0227134731|curl |3|00|SSLv2, Unknown (22):
0227134731|curl |3|00|SSLv3, TLS handshake, Client hello (1):
0227134731|curl |3|00|SSLv2, Unknown (22):
0227134731|curl |3|00|SSLv3, TLS handshake, Server hello (2):
0227134731|curl |3|00|SSLv3, TLS handshake, CERT (11):
0227134731|curl |3|00|SSLv3, TLS handshake, Server key exchange (12):
0227134731|curl |3|00|SSLv3, TLS handshake, Server finished (14):
0227134731|curl |3|00|SSLv2, Unknown (22):
0227134731|curl |3|00|SSLv3, TLS handshake, Client key exchange (16):
0227134731|curl |3|00|SSLv2, Unknown (20):
0227134731|curl |3|00|SSLv3, TLS change cipher, Client hello (1):
0227134731|curl |3|00|SSLv2, Unknown (22):
0227134731|curl |3|00|SSLv3, TLS handshake, Finished (20):
0227134731|curl |3|00|SSLv2, Unknown (20):
0227134731|curl |3|00|SSLv3, TLS change cipher, Client hello (1):
0227134731|curl |3|00|SSLv2, Unknown (22):
0227134731|curl |3|00|SSLv3, TLS handshake, Finished (20):
0227134731|curl |3|00|SSL connection using ECDHE-RSA-AES256-SHA
0227134731|curl |3|00|Server certificate:
0227134731|curl |3|00| start date: 2018-03-21 00:00:00 GMT
0227134731|curl |3|00| expire date: 2020-05-27 12:00:00 GMT
0227134731|curl |3|00| issuer: C=US, O=DigiCert Inc, CN=DigiCert SHA2 Secure Server CA
0227134731|curl |3|00| SSL certificate verify ok.
0227134731|curl |3|00|Server auth using Basic with user
0227134731|curl |3|00|SSLv2, Unknown (23):
0227134731|curl |1|00|HEADER_OUT: GET /adfs/services/trust/mex HTTP/1.1
...
0227134731|curl |3|00|SSLv2, Unknown (23):
0227134731|curl |3|00|SSLv2, Unknown (23):
0227134731|curl |1|00|HEADER_IN : HTTP/1.1 200 OK
0227134731|curl |1|00|HEADER_IN : Transfer-Encoding: chunked
0227134731|curl |1|00|HEADER_IN : Content-Type: text/xml; charset=UTF-8
0227134731|curl |1|00|HEADER_IN : Server: Microsoft-HTTPAPI/2.0
0227134731|curl |1|00|HEADER_IN : Date: Wed, 27 Feb 2019 12:47:32 GMT
0227134731|curl |1|00|HEADER_IN :
0227134731|curl |3|00|SSLv2, Unknown (23):
0227134731|curl |3|00|SSLv2, Unknown (23):
0227134731|curl |3|00|SSLv2, Unknown (23):
0227134731|curl |3|00|SSLv2, Unknown (23):
0227134731|curl |3|00|SSLv2, Unknown (23):
0227134731|curl |3|00|SSLv2, Unknown (23):
0227134731|curl |3|00|Connection #0 to host adfs.cargolux.com left intact
0227134731|curl |3|00|Closing connection #0
0227134731|curl |3|00|SSLv2, Unknown (21):
0227134731|curl |3|00|SSLv3, TLS alert, Client hello (1):
0227134731|AuthS|4|00|[StdRet COAuth2SmCtxt::OAuth2ParseAndSaveRequiredInfo(E_OAuth2ReqRspId)]:[1531] eReqRspID[5] m_RetVal[0] curlReturn[0] HttpRspCode[200] csStrippedResponse[<?xml version="1.0" encoding="utf-8"?><wsdl:definitions name="SecurityTokenService" targetNamespace="http://schemas.microsoft.com/ws/2008/06/identity/securitytokenservice" xmlns:wsdl="http://schemas.xmlsoap.org/wsdl/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:t="http://schemas.xmlsoap.org/ws/2005/02/trust" xmlns:soapenc="http://schemas.xmlsoap.o
0227134731|curl |3|00|timeout on name lookup is not supported
0227134731|curl |3|00|About to connect() to adfs.cargolux.com port 443 (#0)
0227134731|curl |3|00| Trying x.x.x.x Ip address
0227134731|curl |3|00|the local port callback returned 0
0227134731|curl |3|00|Local port: 63700
0227134731|curl |3|00|Connected to adfs xxxx.com (x.x.x.x) port 443 (#0)
0227134731|curl |3|00|successfully set certificate verify locations:
0227134731|curl |3|00| CAfile: /data/polycom/ffs0/ca3.crt
CApath: none
0227134731|curl |3|00|SSLv2, Unknown (22):
0227134731|curl |3|00|SSLv3, TLS handshake, Client hello (1):
0227134731|curl |3|00|SSLv2, Unknown (22):
0227134731|curl |3|00|SSLv3, TLS handshake, Server hello (2):
0227134731|curl |3|00|SSLv3, TLS handshake, CERT (11):
0227134731|curl |3|00|SSLv3, TLS handshake, Server key exchange (12):
0227134731|curl |3|00|SSLv3, TLS handshake, Server finished (14):
0227134731|curl |3|00|SSLv2, Unknown (22):
0227134731|curl |3|00|SSLv3, TLS handshake, Client key exchange (16):
0227134731|curl |3|00|SSLv2, Unknown (20):
0227134731|curl |3|00|SSLv3, TLS change cipher, Client hello (1):
0227134731|curl |3|00|SSLv2, Unknown (22):
0227134731|curl |3|00|SSLv3, TLS handshake, Finished (20):
0227134731|curl |3|00|SSLv2, Unknown (20):
0227134731|curl |3|00|SSLv3, TLS change cipher, Client hello (1):
0227134731|curl |3|00|SSLv2, Unknown (22):
0227134731|curl |3|00|SSLv3, TLS handshake, Finished (20):
0227134731|curl |3|00|SSL connection using ECDHE-RSA-AES256-SHA
0227134731|curl |3|00|Server certificate:
0227134731|curl |3|00| start date: 2018-03-21 00:00:00 GMT
0227134731|curl |3|00| expire date: 2020-05-27 12:00:00 GMT
0227134731|curl |3|00| issuer: C=US, O=DigiCert Inc, CN=DigiCert SHA2 Secure Server CA
0227134731|curl |3|00| SSL certificate verify ok.
0227134731|curl |3|00|Server auth using Basic with user 'uses
0227134731|curl |3|00|SSLv2, Unknown (23):
0227134731|curl |1|00|HEADER_OUT: POST /adfs/services/trust/2005/usernamemixed HTTP/1.1
...
0227134731|curl |3|00|SSLv2, Unknown (23):
0227134731|curl |3|00|SSLv2, Unknown (23):
0227134731|curl |1|00|HEADER_IN : HTTP/1.1 100 Continue
0227134731|curl |3|00|SSLv2, Unknown (23):
0227134731|curl |3|00|SSLv2, Unknown (23):
0227134731|curl |3|00|SSLv2, Unknown (23):
0227134731|curl |1|00|HEADER_IN : HTTP/1.1 500 Internal Server Error
0227134731|curl |1|00|HEADER_IN : Content-Length: 1000
0227134731|curl |1|00|HEADER_IN : Content-Type: application/soap+xml; charset=utf-8
0227134731|curl |1|00|HEADER_IN : Server: Microsoft-HTTPAPI/2.0
0227134731|curl |1|00|HEADER_IN : Date: Wed, 27 Feb 2019 12:47:33 GMT
0227134731|curl |1|00|HEADER_IN :
0227134731|curl |3|00|Connection #0 to host adfs.cargolux.com left intact
0227134731|curl |3|00|Closing connection #0
0227134731|curl |3|00|SSLv2, Unknown (21):
0227134731|AuthS|4|00|m_RetVal[-1] eReqRspID[4]
0227134731|curl |3|00|SSLv3, TLS alert, Client hello (1):
0227134731|AuthS|4|00|[StdRet COAuth2SmCtxt::OAuth2ParseAndSaveRequiredInfo(E_OAuth2ReqRspId)]:[1531] eReqRspID[4] m_RetVal[-1] curlReturn[0] HttpRspCode[500] csStrippedResponse[<s:Envelope xmlns:s="http://www.w3.org/2003/05/soap-envelope" xmlns:a="http://www.w3.org/2005/08/addressing" xmlns:u="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-utility-1.0.xsd"><s:Header><a:Action s:mustUnderstand="1">http://www.w3.org/2005/08/addressing/soap/fault</a:Action><a:RelatesTo>2019-02-27T12:47:31Z</a:RelatesTo><o:Secu
0227134731|AuthS|4|00|[void COAuth2SmCtxt::printNIResponse(std::string)]:[1552] HttpResponse[<s:Envelope xmlns:s="http://www.w3.org/2003/05/soap-envelope" xmlns:a="http://www.w3.org/2005/08/addressing" xmlns:u="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-utility-1.0.xsd"><s:Header><a:Action s:mustUnderstand="1">http://www.w3.org/2005/08/addressing/soap/fault</a:Action><a:RelatesTo>2019-02-27T12:47:31Z</a:RelatesTo><o:Security s:mustUnderstand="1" xmlns:o="http://doc]
0227134731|AuthS|4|00|[void COAuth2SmCtxt::printNIResponse(std::string)]:[1552] HttpResponse[s.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-secext-1.0.xsd"><u:Timestamp u:Id="_0"><u:Created>2019-02-27T12:47:33.769Z</u:Created><u:Expires>2019-02-27T12:52:33.769Z</u:Expires></u:Timestamp></o:Security></s:Header><s:Body><s:Fault><s:Code><s:Value>s:Sender</s:Value><s:Subcode><s:Value xmlns:a="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-secext-1.0.xsd">a:Failed]
0227134731|AuthS|4|00|[void COAuth2SmCtxt::printNIResponse(std::string)]:[1552] HttpResponse[Authentication</s:Value></s:Subcode></s:Code><s:Reason><s:Text xml:lang="en-US">ID3242: The security token could not be authenticated or authorized.</s:Text></s:Reason></s:Fault></s:Body></s:Envelope>]
0227134731|AuthS|4|00|pHD(-1)
https://webdir1e.online.lync.com/WebTicket/WebTicketService.svc
https://webdir1e.online.lync.com/CertProv/CertProvisioningService.svc/WebTicket_Proof_SHA1

https://webdir1e.online.lync.com/WebTicket/WebTicketService.svc/cert



https://login.windows.net/common/oauth2/authorize
https://webdir1e.online.lync.com/WebTicket/WebTicketService.svc/OAuth
https://webdir1e.online.lync.com/WebTicket/WebTicketService.svc
https://login.windows.net/common/oauth2/authorize
http://nexus.microsoftonline-
0227134731|AuthS|4|00|AuthSvc SOAuth2Error, BaseEventInit restart[0] SfbTokenFetchMethod[3]
0227134731|sip |4|00|TLS-DSK:soWebTicketCbFunc: SoWebTicketCb_ResponseError event triggered from the soWebTicket
0227134758|sip |4|00|SSL_get_error Error code=5,rc(-1)
0227134758|sip |4|00|TLS Listen Thread Exit
Message 1 of 4
3 REPLIES 3
Polycom Employee & Community Manager

Re: Unable to login to Skype for Business with PolyCom Trio 8800, Failed to fetch the user certifica

Hello johnbull.uba@cargolux.com ,

Your post ended up in the Spam Filter so I moved this here.

Both the community's Must Read First and the community's 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:

 

  • Provide the exact Software Version of your Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Polycom Infrastructure (RPRM,PDMS or BToE)
  • If applicable provide a backup of the phone in question

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 Polycom 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 a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.


It would be of interest if this uses some sort of modern authentication methods as we get a 500 Error back from the server.


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 Visitor

Re: Unable to login to Skype for Business with PolyCom Trio 8800, Failed to fetch the user certifica

hello,

 

PolyCom with details information:

Software version: 5.5.2.11217
Phone Model RealPresence Trio 8800

MAC Address 64:16:7F:3D:3D:AA.

 

Unable to login to Skype for Business with PolyCom Trio 8800, error message  "Failed to fetch the user certificate" this was after update to the new version and i try to rollback but not possible.

but i can login web interface on the polycom.

can someone help please?

thanks

Message 3 of 4
Polycom Employee & Community Manager

Re: Unable to login to Skype for Business with PolyCom Trio 8800, Failed to fetch the user certifica

Hello johnbull.uba@cargolux.com ,

 

we still have not all the requested details so please work with your Polycom reseller on this.

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.

Ingram Micro Distribution GmbH sold this unit back in 30/03/2018 so they are your Tier 1 support and can open a ticket for your with Polycom Support.

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