Can't factory reset a VVX250 phone

[JeffH7311]

I've read how to factory reset a VVX250 phone but I have one that can't seem to be factory reset. The password is unknown and step 5 where you can press cancel never comes up. The start up process goes from: lights on, poly logo screen, black screen no lights on, Weclome "Initializing device, please wait..." screen with the model, assembly, mac, and firmware versions (6.4.3.5059) It then just goes to the normal phone screen. Pressing 1 5 3 on this screen gets you to a factory reset window where I can enter a password but it isn't the standard factory reset without password window. 

[SteffenBaierUK]

Hello ,

Welcome to the Poly Community.

If you read how to reset the password you would have found, as explained below, this is the phone MAC address

Oct 10, 2011 Question: How can I reset / Factory default my Phones configuration?

Resolution: Please check => here <

also, reasons why the password may get changed again:

Sep 19, 2022 Question: Why does a Phone return/revert to a previous unknown password even after a factory reset?

Resolution: If a phone is provisioned either by a local server/ZTP/LENS and/or a DHCP option the phone will simply load the old configuration.

On phones that have access to the low-level GUI (option 4 >here<) once the password is reset either ZTP can be disabled or the Boot Server can be set to static. For phones that do not have such an option (CCX, Trio or Edge E) please check with your IT team or whoever set up the phone.

If you still struggle the best and quickest way forward is to contact our Support organization as the community is run by volunteers only.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

[JeffH7311]

Thank you for your reply. I don't think you fully understand the issue. The phone isn't even connected to a network at this point in time so it isn't getting a configuration from anywhere. 

When the phone restarts, right after the Poly logo, it should say "starting Application". This screen is where I can hit cancel and then use the phone's mac adress as the password to factory reset the device. This screen never appears. 

My 2nd step after reading the help was to try Poly chat support. I got an offline message and to try again later. That is when I tried the community support. 

[SteffenBaierUK · Accepted solution]

Hello @JeffH7311 

I added a video to the factory reset FAQ post on how to factory reset the new VVX x50 Hardware that is shipped since mid-last year.

When the Poly Logo displays wait until the screen flickers and then press 1,3 and 5 and the option to Factory reset should appear.

Best regards

Steffen Baier