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VVX 601 Failed to fetch the user certificate S4B Online

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VVX 601 Failed to fetch the user certificate S4B Online



This is a new S4B Server 2019+S4B Online Hybrid environment with Polycoms VVX 601 phones. 


When attempting sign-in with an online homed user, we are faced with the "Failed to fetch user certificate" message.


MAC of the phone I'm testing with - 



Tested this with the following firmwares, without change in the behavior:


Performed factory resets, rebooted phone, nothing helps.


If I move the user account back to the on-premises servers - signs-in in a heartbeat, no error, no nothing...


In the attached ZIP you will find the phone backup and a clear log from a repro of the issue...


Please advise, thanks!

Polycom Employee & Community Manager

Re: VVX 601 Failed to fetch the user certificate S4B Online

Hello @EA13 ,


welcome to the Polycom Community.

Searching the Skype for Business community for the keywords "Failed to fetch the user certificate" finds these results => here <=


Looking at your log I see:


  • AADSTS50059: No tenant-identifying information found in either the request or implied by any provided credentials.

Using a common search Engine I can find this => here <=


It looks like an issue on the Microsoft end.


If all fails ScanSource Europe S.P.R.L. sold this phone in 15/11/2018. They are your Tier 1 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.

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

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
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