Fix There was a Problem Acquiring a Personal Certificate Error

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Some Windows 10 users have reported a problem connecting to Skype for businesses (Office 365). The error message “There was a problem when purchasing a personal certificate needed to connect. If the problem persists, please contact your support team who are blocking access to their Skype accounts for businesses.

This problem can be caused by software or certificate conflicts.

What is the cause of this Windows error?

This problem can occur if one or more of the following conditions are met:

The software is obsolete.

  • The Lync client is obsolete.
  • The connection wizard for Microsoft Online Services is obsolete.
  • Certificates cannot be purchased or validated.
  • Skype Personal Certificate for online businesses or cached credentials are corrupted or outdated.
  • Part of the certificate chain is unreliable and the certificate chain is not validated.

Clear the Skype for businesses cache

  1. Go to “C:\Users\AppData\Local\Microsoft\Office\16.0\Lync” and delete the Session Initiation Protocol (sip) folder for each user.
  2. Go to “C:\Users\Erwin\AppData\Local\Microsoft\Office\16.0\Lync\Tracing\” and delete all files. DO NOT DELETE ANY FILES.
  3. Open the registry editor (Start + R -> Type regedit -> Enter), go to “HKEY_CURRENT_USER\Software\Microsoft\Microsoft\Microsoft\office\16.0\Lync” and delete the folder from the user’s extensible sip profile (the one containing his email address to connect to Skype):
  4. Clear Skype’s cache

Delete RSA

When deleting the Lync (or Skype) cache, we must also delete the RSA (encryption key). To do that:

Leave Lync/Skype.
Go to “C:\Users\Users\AppData\Roaming\Microsoft\Crypto\RSA.
You will see one or more folders (defends how many users have logged into their account on the computer). Delete all folders.

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Automatically delete Skype’s credentials for businesses

If you are using Lync 2013, you will need to delete your Skype for Business business account information from Skype for Business in order to resolve the issue. Once you have deleted your login information, the registered user names/emails will be automatically deleted from Lync and your problem will be solved.

To remove credentials from Skype for businesses, simply open them and click on the “Remove my credentials” option when you are greeted by the login screen. All stored user certificates / emails / passwords will then be deleted by Skype and Lync. Then try to connect again. If it is a problem with the user’s data stored in Lync, it is hoped that removing this problem would fix it for you.

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