Correct the error “There was a problem getting a personal certificate”

Skype login error message: “You cannot sign in to Skype for Business – There is a problem with obtaining the personal certificate required to sign in. If the problem persists, please contact support.”

Uninstalling or reinstalling Office 365 won’t help you. There are several solutions.

What caused the “There was a problem getting a personal certificate” error?

What caused the "There was a problem getting a personal certificate" error?

The above error can be caused by several factors, which are listed below.

Certificates cannot be validated in Skype: One of the most common causes of this error is that Skype is unable to validate the certificates stored in its cache or to retrieve certificates from its server. This happens because the cached certificates may have been corrupted and the cached credentials may not work or may be out of date. Another reason why certificates are not properly validated is that the certificate chain is not recognized by Skype and the validation process fails.

Outdated Lync client: If the Lync client installed in Windows is not up to date, you may receive this error due to an outdated/unsupported version of the Lync client with a version of Skype installed. This may be the reason why you are getting this error.

Outdated Microsoft Services Connection Wizard: Another possible reason for this error may be that the Microsoft Services Connection Wizard installed on your Windows computer is outdated, which may not be compatible with the version of Skype for Business you are using.

Unattended DNS cache in Windows: If you haven’t flushed the DNS cache in Windows for some time, your DNS trash may be preventing Skype from connecting to its servers and performing the certificate validation process.

Here are some solutions you can try to get rid of this error in Windows. Since each solution is specific to the cause of the problem, they may not all work for you, but hopefully one of them will work for you.

Solutions for Skype login certificate problems

Solutions for Skype login certificate problems

Remove Credentials
  1. In the Skype for Business login window, click Clear My Credentials.
  2. This will delete your password, certificates, and sign-in preferences that you have saved.
  3. Next, enter your account information and see if you can sign in.
Clear the DNS cache
  1. Open a command prompt (run as administrator) -> enter the following command and press Enter:
    ipconfig /flushdns
  2. Wait until the process is finished, then close CMD.
Making changes with the registry editor
  1. Press the Windows logo key + R on your keyboard > type regedit and press Enter to open the registry editor.
  2. Find the following registry path:
  3. Double-click MachineGuid > if the value contains a list of numbers and letters in parentheses – for example, {c1cbd94c-0}. {c1cbd94c-0d35-414c-89ef-dd092b984883} – Delete it.
    Close the registry editor -> restart Lync and try to sign in to Skype for Business.
Follow some troubleshooting steps for Lync 2010 and Lync 2013.

If you’re still using Lync, here’s how to fix the problem:

  1. Locate the application data folder:
  2. Delete the folder that contains the email address information
  3. Restart Lync and try to sign in to Skype for Business.

If you are using Lync 2010, delete the personal certificate as follows:

  1. Press the Windows logo key + R on your keyboard -> type certmgr. Press Enter.
  2. In Certificate Manager, expand Personal > Certificates.
  3. Click to sort by column “Issued by” > look for problems with the communication server certificate.
  4. Make sure that the certificate exists and has not expired.
  5. Remove the certificate > Try logging in to Skype for Business.

If nothing seems to help, try contacting the support center at the official Microsoft website and explain the problem to them.

Frequently Asked Questions

  1. Learn about common causes of Skype for Business Online connectivity errors.
  2. Follow the troubleshooting steps for a specific error (for businesses only).
  3. Add a firewall entry for msoidsvc.exe to your proxy server.
  4. Update your DNS settings.
  5. Install a third-party SSL certificate on your ADFS server.
  6. Update your security credentials.

  1. On Windows, use the Run command and type mmc.exe to open the Microsoft management console.
  2. Click File, Add/Remove Snap-in from the Microsoft Management Console menu.
  3. Select Certificates.
  4. Click Add.

  1. On the Skype for Business login screen, click Clear my credentials. Note: If you're stuck on Contact Server and Sign In, click Cancel Sign In.
  2. In the window that appears, click Yes.
  3. Click Login.
  4. Under Password, enter your password and click Sign in.

  1. Improve your signal. If possible, connect your computer directly to your modem or router with an Ethernet cable.
  2. Close other programs.
  3. Check your speed.
  4. Upgrade your equipment.
  5. Talk to the other party.