How to Reset Polycom Phone to Factory Default Settings

How to Reset Polycom Phone to Factory Default Settings

Method 1: Reset using the Phone Settings Menu

Use this method if you know the current admin password of the phone
  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 per device Auth Pass from the TrueVoIP portal.
    • 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 should return to factory default settings.  The phone may also auto-provision if your network is setup to do so.

Method 2: Reset using a Hard Reset

Use this method if you DO NOT know the current admin password of the phone
  1. Reboot the phone and wait for the starting application.
    You may have to unplug the phone to perform the reboot
  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. Enter the device's MAC ID as the password (e.g 0004F28619DC) making sure to use CAPS for all letters.
    The MAC ID can typically be found on a sticker located on the back of the phone
  5. Press the 2nd soft key that corresponds to the mode or (encoding) to change it to A->abc or a->abc.
  6. When you've finished entering the MAC ID, press the Ok button.
  7. The Phone will reboot twice and should return to factory default settings.  The phone may also auto-provision if your network is setup to do so.

    • Related Articles

    • Editing Phone Buttons Using the Phone Builder

      Intro Phone buttons may be programmed in the TrueVoIP Manager Portal using the Phone Builder feature.  This allows a variety of phone models to be managed in an easy-to-use interface and end users can even edit their own devices, saving Office ...
    • Changing Call Forward Settings

      To change your call forward settings in your TrueVoIP account, first login to the TrueVoIP Manager Portal. For more information about accessing the portal, see the article Accessing the Portal.   Once inside the manager portal, click the Answering ...
    • Phone User Guide

      Attached is the printable PDF version of our user guide for desk phones.  Please feel free to print, copy, and distribute this guide to your staff or co-workers.
    • Using Virtual Fax

      Intro The Fax app in the TrueVoIP Manager Portal can be used to send and receive faxes as well as view and download previously sent and received faxes.  Each sent and received fax is listed with a current status.   Accessing the Fax app To access the ...
    • Managing Hold Music

      Intro Hold music can be managed through the TrueVoIP Manager Portal by any user with Office Manager access or above.  Using the Music On Hold app, Office Managers can add or remove hold music files, listen to existing hold music, change hold music ...