Skip to main content


8x8 Support

Poly Phone is Not Provisioning


The Poly phone isn't accepting the 8x8 provisioning after following the factory reset guide.

Applies To

  • Poly Desk phone models VVX 101 - VVX 601
  • Provisioning


Follow the below checks if the phone isn't provisioning:

  1. Make sure that your phone is pulling an IP address (Home > Settings > Status > Network > TCP/IP Parameters > IP Address/IPv4 Address).
    • If not, try connecting the phone to a different known working location which pulls an IP address and try provisioning again
  2. Make sure that the phone has undergone a complete factory reset before provisioning.
  3. Confirm that the device has the factory certificate installed (Home > Settings > Status > Platform > Phone > Device Certificate should be Factory Installed).

Upgrading Firmware Version 

  1. Make sure that you have the latest firmware version updated on the phone. (Home Button > Settings > Status > Platform > Application > Main > Version).
  2. Reach out to 8x8 Support team to know the latest firmware version.
  3. If you are requested to upgrade the firmware version, click here.


Various causes for not provisioning could be network cables, not having the factory certificate installed, incomplete factory reset or even a defective phone.

Additional Information

If the phone doesn't provision even after following the above checks, then reach out to 8x8 support team.

  • Was this article helpful?