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

Polycom VVX 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 steps specifically concern the Polycom VVX series of phones. See here for the SoundPoint/SoundStation IP series.

Key portions of this procedure require some timing. It is a good idea to review all of the steps below before you begin.

Generally speaking, you will want to:

  1. Reboot (power-cycle) the phone.
  2. Enter access information (MAC password or MAC ID).
  3. Complete reset process.
  4. Reconfigure the config server address (if necessary).

If You Know Your Phone's Administrator Password

To restore phone to factory defaults with the Admin Password:

  1. Power cycle the phone: Simultaneously press and hold 0 1 3 dial pad keys* until a confirmation tone is heard (or for about three seconds).
    * Except VVX 1500: 2 4 6
  2. Press Cancel soft key during the boot process.
  3. During the countdown, simultaneously press and hold the 1 3 5 dial pad keys until the password prompt appears.
  4. Enter the administrator password to initiate the reset.

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

  5. Press OK.

After 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 necessary, reconfigure the configuration server menu as shown below.
Note: Resetting to factory defaults will also reset the administrator password (factory default password is 4 5 6).

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: Simultaneously press and hold 0 1 3 dial pad keys* until a confirmation tone is heard (or for about three seconds).
    * Except VVX 1500: 2 4 6

  2. Press Cancel soft key during the boot process.
  3. During the countdown, simultaneously press and hold the 1 3 5 dial pad keys until the password prompt appears.
  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 /

  5. 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.

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

Phone Stuck?

If the phone gets stuck at Network Initializing or Waiting for Network to Initialize:

  • ·Verify proper network connection.

    ·If necessary, reconfigure the Configuration Server Type and Address:

    1.    After resetting phone, when it displays “Starting Application”, press Cancel.

    2.    Enter password: 4 5 6 or MAC Password.

    3.    Select Provisioning SERVER.

    4.    Scroll to Server Type. Click edit, select HTTPS, and click Ok.

    5.    Scroll down to Server Address and type in: pccfg.8x8.com/polycomuc/
    Note: For letters in lower case use ( a -> 1A ) *  for the period # for the /

    6.    Click Ok.

    7.    Press Exit twice and select Save & Reboot. This will reconfigure and reboot phone.

 

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