Plantronics + Polycom. Now together as Poly Logo

VVX 601 Failed to fetch the user certificate S4B Online

Occasional Visitor

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

<======== 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 2