VVX Sign In information stuck after factory reset

Occasional Contributor

VVX Sign In information stuck after factory reset

So we have been having a few issues after a clean up of our FTP servers and the recent 5.5 upgrade... I was just wondering if anyone has seen these issues or has seen a fix. 


Issue 1

When a person leaves the company and we try to give them a VVX that was used by someone previously we cannot seem to remove the old login. We will sign in the new user but if the phone reboots or signs out it will try to sign back in as the user that was previously signed in. We have done a factory reset from the GUI, factory reset from the phone, and manually wiped the information from the phone and GUI but the information keeps repopulating. Also if we remove a custom background photo on the phone and reboot the old photo comes back


Issue 2 

After our upgrade we have seen phones that disconnect from bluetooth. The bluetooth connection at night unpairs and in the morning it has to be paired again with the device


issue 3 our devices randomly will just reboot without the POE being turned off. 



We have been trying to resolve these issues for weeks and it seems no one has a fix. Has anyone else seen this? These are all VVX600s

Message 1 of 2
Polycom Employee & Community Manager

Re: VVX Sign In information stuck after factory reset

Hello mekadaniels,

welcome back to the Polycom Community.


  1. You still have an unanswered post => here <= and yet again posted a new post without providing the minimum information.

    Not knowing anything about your setup I can only assume that you have a DHCP provided Option which provides the phone with a provisioning server. On this server the phone will upload a <mac>-phone.cfg and an <mac>-web.cfg which contains the "old" Information.

    Factory resetting the phone will only allow it automatically again to connect to this server and download and apply the previous configuration.

    Again not knowing what your setup is so this is all guesswork but the way around it is to simply delete the old files.

  2. We need logs and need to know what software Version. I suggest you open a ticket if you are using a Polycom tested Headset. Please consult the FAQ for the headset post.

  3. Again not knowing how your setup is arranged I suggest you open a ticket.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you.

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

Best Regards

Steffen Baier

Polycom Global Services


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.


⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓SIGNATURE ⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓
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
Message 2 of 2