[FAQ] How can I reset / Factory default my Phones configuration?

[SteffenBaierUK]

The Polycom Admin Guide provides details on the Factory Default Options\

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. Please check with your IT team or whoever set up the phone.

Depending on the SIP / UC Software Version of the Phone there are multiple options that can be considered.

If you need to remove the resource files from a phone at some later date, for example, you are giving the phone to a new user, instructions on how to put the phone into the factory default state can be found in “Quick Tip 18298: Resetting and Rebooting Polycom Phones“ => here <=.

Option 1 via the Phone GUI:

NOTE: The above is only possible using UC Software 4.0.0 or later!

Option 2 via the Phone GUI:

The Phone GUI can be used to reset certain Sections of the Phones Configuration / Filesystem

Press the Menu Key:

Select Settings

Select Advanced (Password 456)

Select Admin Settings

Select Reset to Defaults

Later UC Software Version

Explanation of the individual Options:

Resetting to Factory Defaults

The basic network configuration referred to in the subsequent sections can be reset to factory defaults using a menu selection from the Advanced Settings menu or using multiple key combinations described in Multiple Key Combinations.

NOTE: Above only reset's the Phones Network Settings!

Reset Local Configuration

To clear the Phones Configuration that has been changed using the Phones GUI.

Changes are usually written to the Provisioning Server as a <mac>-phone.cfg (depending on the Phone Software!)

NOTE: If there is no Provisioning Server the Phone will still hold this Information and it takes precedence over the configuration files!

 

Reset Web Configuration

To clear the Phones Configuration that has been changed using the Phones Web Interface.

Changes are usually written to the Provisioning Server as a <mac>-web.cfg (depending on the Phone Software!)

 

NOTE: If there is no Provisioning Server the Phone will still hold this Information and it takes precedence over the configuration files!

Reset Device Settings

The above specifically deletes all changes from the Device Setting as an example CDP/LLDP or VLAN

Anything from this section:

 

Format File System

To clear the phones’ memory and will require to download the Phones Software from a Provisioning Server.

Reset to Factory (Only UC Software 4.0.0 or later!)

Above clears the flash parameters and removes log files, user data, and cached data.

Option 3 via the Multiple Key combinations:

Rebooting the Phone

Rebooting the phone downloads new software and new configuration files if they exist on the provisioning server.

You can use multiple key combinations to reboot your phone. Depending on your phone model, press and hold the following keys simultaneously until you hear a confirmation tone (for about three seconds):

• IP 321, 331, 335: Volume-, Volume+, Hold, and Handsfree
• IP 450, 550, 560, and 650: Volume-, Volume+, Mute, and Messages
• IP 6000: *, #, Volume+, and Select
• IP 5000,700 and SoundStation Duo: *, #, Volume-, and Volume+
• VVX 1500: Delete, Volume-, Volume+, and Select
• VVX 500, 501, VVX 600, 601, SpectraLink 8400, VVX 150, 250, 300, 301, 310, 350, 400, 401, 410, 411, 450 or Trio 8300: dial pad keys 0, 1, and 3 dial pad keys

Resetting to Factory Defaults:

Resetting the phone to factory default clears the flash parameters and removes log files, user data, and cached data.

EDIT: Poly Unified Communications (UC) Software 6.4.3 A introduces support for hardware component changes to VVX 250, VVX 350, VVX 450, and VVX EM50 with the intent to improve the supply profile by mitigating impacts caused by global semiconductor shortages.

For more details about these changes, see Product Shipping Configuration Change for VVX Series
(EA210826) on the Poly Support website.

NOTE: The new Hardware for VVX 250, VVX 350 and VVX 450 will not be able to run older Software.UC Software 6.4.3 is the first release for these phones. 

As a result, the below-explained Multiple Key Combination Factory reset is inaccurate and has changed as outlined in this Video:

Resetting to Factory Defaults of previous older Phones

You can use multiple key combinations to reset your phone to the factory defaults.

Depending on your phone model, press and hold the following keys simultaneously during the Updater/BootROM countdown process until the password prompt displays:

• SoundPoint IP 550, 560, and 650, and VVX 1500: 4, 6, 8, and * dial pad keys
  
  
• SoundPoint IP 321, 331, 335, 450, SoundStation 5000 , 7000 and SoundStation Duo: 1, 3, 5, and 7 dial pad keys
  
  
• SoundStation IP 6000: 6, 8, and * dial pad key
  
  
• VVX 500, 501, VVX 600, 601, SpectraLink 8400, VVX 150, 250, 300, 301, 310, 350, 400, 401, 410, 411, 450 or Trio 8300: 1, 3, and 5 dial pad keys

Since UCS 3.3.0 and the introduction of the Updater the starting of the Application has to be canceled:

• Now press the Cancel Softkey

• Do not press Setup but press the matching multiple key combinations below instead
  
  
  • SoundPoint IP 550, 560, and 650, and VVX 1500: 4, 6, 8, and * dial pad keys
    
    
  • SoundPoint IP 321, 331, 335, 450, SoundStation 5000 or 7000 and Duo: 1, 3, 5, and 7 dial pad keys
    
    
  • SoundStation IP 6000: 6, 8, and * dial pad key
    
    
  • VVX 300, 310, 400, 410: dial pad keys 1, 3, and 5 dial pad keys
    
    
  • VVX 500, 501, VVX 600, 601, SpectraLink 8400, VVX 150, 250, 300, 301, 310, 350, 400, 401, 410, 411, 450 or Trio 8300: 1, 3, and 5 dial pad keys

The following prompt will appear:

 

Above now requires the Admin password 456.

If the Admin Password is unknown please use the Mac of the Phone. 

Here are the exact keystrokes to reset a phone with an example MAC Address of 00-04-F2-AA-81-4C

Character	Actions
0	Press the ‘0’ key once
0	Press the ‘0’ key once
0	Press the ‘0’ key once
4	Press the ‘4’ key once
f	Select the input modifier once to toggle into lower case letter mode
	Press the ‘3’ key three times quickly
2	Select the input modifier twice to toggle back into numeric mode
	Press the ‘2’ key once
a	Select the input modifier once to toggle into lower case letter mode
	Press the ‘2’ key once
	Wait for two seconds for the blinking cursor to return
a	Press the ‘2’ key once
8	Select the input modifier twice to toggle back into numeric mode
	Press the ‘8’ key once
1	Press the ‘1’ key once
4	Press the ‘4’ key once
c	Select the input modifier once to toggle into lower case letter mode
	Press the ‘2’ key three times quickly

NOTE: Before UC Software 4.0.0, this multiple key combinations performed a device reset only, clearing the flash parameters and deleting all log files.

Factory Resetting of the VVX D60 / VVX D230 Base Station:

If a user would like to reset the base station, there is a reset button beside the power socket, use pin/paper clip to long press for 7 sec.

For more or different combinations or older phone types please consult your matching admin guide.

[SteffenBaierUK]

Factory Restore a Poly Trio 8800, 8500 or RealPresence Visual+

Factory restore a Poly VisualPro

1. Power off the system.
2. Straighten a paper clip and insert it into the pinhole.
3. Using the paper clip, press and hold the restore button.
4. While continuing to hold the restore button, press the power button once.
5. Keep holding the restore button for 10 more seconds, then release it.

Factory restores Poly Trio C60:

1. Power on the system.
2. 
3. When the Screen lights up before the Poly logo shows on the screen, press and hold the four corners of the LCD screen.
    
4. Let go when the Mute keys begin flashing in different colours.

[SteffenBaierUK]

For the CCX 500 & CCX 600 & CCX 700

1. Power up the CCX
2. The 1st time the logo appears and then disappears
3. Once the Logo appears the 2nd time press all 4 corners of the screen for around 2 seconds
4. "Factory mode initiated" message will appear
5. The unit will reboot and factory reset process will commence

[SteffenBaierUK]

CCX400:

• Power up the CCX400 and wait until the Poly Logo appears
• Hold 4 fingers for 1-2 seconds and then let go
• Once the MWI LED becomes Red hold 4 fingers again until the screen goes blank
• Let go and a Poly Logo will appear
• After this the Android "erasing" screen will show and the unit is reset

[SteffenBaierUK]

Factory Reset / Factory Default a Poly Edge B phone

Poly Edge B phone and the Admin Password is lost or forgotten or has been changed do the following:

• Power off the phone
   
• While connecting power to the phone, press and hold the back and home keys until the MWI LED starts to blink, then let go.
  
  

[SteffenBaierUK]

A Poly Rove Base Station can be factory defaulted via pressing the Pair Button on the top for at least 20 seconds.

[SteffenBaierUK]

Poly Edge E Series:

• Power up the phone and the Handsfree and Headset buttons should illuminate (This may depend on the Edge E model)
  and once they turn off press the 1, 5 and 3 Key at the same time until the below menu appears
  
  
  
• Now either enter the known phone password or the MAC address in lower case as explained above