How to Factory Reset a Polycom Phone Without the Administrator Password

 

Field Note:

This procedure & Polycom Factory Reset Password Tool

Helped us recover and repurpose a customer-owned Polycom phone that had been locked by a previous VoIP deployment, allowing it to be successfully reconfigured without replacing the hardware.


Overview
Factory Reset a Polycom Phone Without the Password


If you have purchased a used Polycom phone or inherited one from another VoIP provider, the administrator password may have been changed.

Fortunately, most Polycom phones can still be factory reset using the phone's MAC address during the boot process.

This procedure has proven useful when migrating phones between providers or reclaiming previously provisioned devices.



Step 1 – Try the Default Administrator Password

Before performing a full recovery, try the factory default administrator password.

Default Password:
456

Navigation:
Home
Settings
Advanced
Password: 456
Administration Settings
Reset to Defaults
Reset to Factory
Factory Reset a Polycom Phone Without the Password



Step 2 – Locate the MAC Address
Turn the phone over and locate the MAC address printed on the label.

Example:
64167FXXXXXXXX

You will use this MAC address later as the administrator password during recovery.
Factory Reset a Polycom Phone Without the Password

Step 3 – Begin the Recovery Process

1. Disconnect power (or unplug the Ethernet cable if using PoE).
   


2. Reconnect power.
   


3. As soon as Cancel appears during boot, press Cancel.
   


4. Immediately press and hold the correct key combination for your model.
   
   
   

Polycom Recovery Key Combinations

Phone Model:                                                
VVX 101, 201, 300, 301, 311, 400, 401, 410, 411, 500, 501, 600, 601
Hold During Boot:
1 + 3 + 5

Phone Model:

SoundPoint IP 320, 321, 331, 335, 430, SoundStation IP 5000, Duo
Hold During Boot:
1 + 3 + 5 + 7

Phone Model: 

SoundPoint IP 301, 501, 550, 600, 601, 650, VVX 1500**4 + 6 + 8 + ***
Hold During Boot:
**4 + 6 + 8 + ***


Phone Model:

SoundStation IP 6000
Hold During Boot

**6 + 8 + ***

The phone should eventually prompt for the administrator password.

Step 4 – Use the MAC Address as the Password

Instead of entering the old administrator password:

• Enter the phone's MAC address.
  


• Use the phone keypad to enter letters and numbers as required.
  


• Press OK.
  

If entered correctly, the phone will begin the factory reset process.

If the Reset Doesn't Work:

Some providers automatically reprovision Polycom phones after they reset.

If the phone immediately downloads its old configuration:

• Disable Zero Touch Provisioning (ZTP) if available.
  


• Remove any previous provisioning server settings.
  


• Reconfigure the phone for your new VoIP provider before reconnecting it to the original network. Community reports indicate this step is sometimes necessary after a successful reset.
  

Supported Polycom Models
This procedure works with many Polycom devices, including:

• VVX Series
  


• SoundPoint IP Series
  


• SoundStation IP Series
  

Older or provider-customized firmware may behave slightly differently during boot.


Regional IT Services Tip 💡

If you are replacing a hosted VoIP provider or onboarding a new customer, perform the factory reset before connecting the phone to the production network.

This helps prevent the device from automatically downloading an old configuration from the previous provider.





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