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Polycom SoundPoint IP Phones: Reboot/Factory Reset
8x8 Support Knowledge Base

Polycom SoundPoint IP Phones: Reboot/Factory Reset

Factory resetting a phone to its defaults is time-consuming and not generally recommended as a troubleshooting step, except as a last resort. You should not factory reset a phone to address call quality issues.

Overview

Factory resetting a phone will restore the device to its factory default state, erasing all personalized settings, speed dials, line keys, and configuration.

These procedures specifically concern the Polycom SoundPoint and SoundStation IP series of phones. See here for the VVX series.

To restart or reboot

For each model listed below, press and hold the indicated keys in combination:

  • IP 335: 2, 4, 5, 6
  • IP 550, 560, and 670: First and third Line Keys, Directories, Applications
  • IP 4000 and 6000: 4, 6, Soft Key 2
  • IP 5000: 2, 4, Soft Key 2
  • IP 7000: 2, 5, Up and Down Arrows

If You Know Your Phone's Administrator Password

To restore phone to factory defaults with the Admin Password:

  1. Power cycle the phone.
  2. Press Cancel soft key during the boot process.
  3. During the countdown, press and hold the the following dial pad keys simultaneously until the password prompt appears:
    • IP 335, 560, 5000, and 7000: 1, 3, 5, 7
    • IP 550, 670: 4, 6, 8,(star)
    • IP 4000 and 6000: 6, 8, * (star)
  4. Enter the administrator password to initiate the reset.

Note: For letters in lower case use ( a -> 1A )      *  for the period       #  for the  /

  1. Press OK.

If You Don't Know Your Administrator Password

To restore a third-party phone to factory defaults (or when you otherwise can't access the Admin Password):

  1. Power cycle the phone.
  2. Press Cancel soft key during the boot process.
  3. During the countdown, press and hold the the following dial pad keys simultaneously until the password prompt appears:
    • IP 335, 560, 5000, and 7000: 1, 3, 5, 7
    • IP 550, 670: 4, 6, 8, * (star)
    • IP 4000 and 6000: 6, 8, * (star)
  4. Enter the MAC ID of the phone. (The MAC ID/address should be visible on a label on the underside of the phone.)
Note: For letters in lower case use ( a -> 1A )      *  for the period       #  for the  /
  1. Press OK.

Once this is done, the phone should boot up to running sip.ld, and then come online. The whole process may take several minutes to complete.

If the phone gets stuck at Network Initializing or Waiting for Network to Initialize, verify proper network connection.

If you see any other errors, please search this site for troubleshooting instructions.

Note: Resetting to factory defaults will also reset the administrator password (factory default password is 4 5 6).