Polycom VVX 411 factory reset w/o old password

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Polycom VVX 411 factory reset w/o old password



I just joined a company and I want to reflect the name on my phone number to my name.


The issue is the previous employee quit without mentionning her password for the phone.


I tried the hard reset (where I enter the S/N to access the menu to reset it). I get a reset confirmation message but after the reboot, I still can't access the advanced menu to change the name.

The default password "456" doesn't work. The S/N doesn't work neither.

I repeated these steps about 5 times and still can't figure out how to reset everything so I can change the name.


Please advise me on the next steps.


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Polycom Employee & Community Manager

Re: Polycom VVX 411 factory reset w/o old password

Hello @Sambath ,


Welcome to the Poly Community.


I just added this to our FAQ:


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.


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

Best Regards

Steffen Baier



If official support is required please check how to phone or open a case here

The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.


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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
Please also ensure you always check the VoIP , Video Endpoint , Microsoft Voice , PSTN or other FAQ's in the different sections
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