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How to Reset Polycom Phone to Factory Default Settings
8x8 Support

How to Reset Polycom Phone to Factory Default Settings

Objective 

To factory reset a Polycom phone. 

Applies To

  • Polycom phones 

Procedure 

Reset to Factory Default Settings

Please Note: Do not factory reset a phone to address call quality issues!

Factory resetting a phone is not recommended as a troubleshooting step, except as a last resort.

  1. Press the Menu/Home Key.
  2. Select Settings.
  3. Select Advanced. The Password will depend on the profile:
    • Active (with profile): acquire and use the MAC Password
    • Inactive (no profile): default password, 456.
  4. Select Administration Settings.
  5. Select Reset to Defaults.
  6. Select Reset to Factory.
  7. Select Yes for Are you Sure.
  8. The Phone will reboot twice and it can be activated with 8x8 services.

How to Perform a Hard Reset

Use the below steps if the following is met:

  • The phone is on a boot loop and no longer going to the home menu
  • The default password or mac password don't work
  • If its a 3rd party phone
  • The account is already canceled and you cannot access the account manager to download the extension CSV
  1. Reboot the phone and wait for the starting application.
  2. While the phone is in the starting application wait for the cancel button to appear then press it.
  3. The phone will show a 7 seconds count down. This is the only open window to press the key combination to go to the hard reset page.
    • VVX series (VVX300, 301, 310, 311, etc): press and hold 1 3 5 within the 7 second count down until it prompts you to the password page
    • Sound Point IP 335: press and hold 1 3 5 7 within the 7 second count down until it prompts you to the password page
    • Sound Point IP series (IP550,560,570, etc): press and hold 4 6 8* within the 7 second count down until it prompts you to the password page
    • Conference Phone IP5000, 6000, 7000: press and hold 1 3 5 7 within the 7 second count down until it prompts you to the password page
  4. The only password use here it the MAC ID of the phone (e.g 0004f28619dc).
  5. By default, the phone is on number mode (1->abc) which means you will are entering a number when you press any button.
    • Note: To enter a single letter you will need to change the input mode of the phone.
  6. Press the 2nd soft key that corresponds to the mode or (encoding) of the phone and change it to (A->abc or a->abc).
  7. This is not key sensitive so it's ok if you are on (A->abc) which is upper case or ( a->abc ) which is lower case.
  8. Once you are on the letter mode (A->abc ) and you need to enter the letter "F" you will need to press the number "3" 3 times.

Additional Information 

Having trouble using the dial pad to enter numbers or letters? Click here.

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