How to reset Polycon IP phones

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July 18, 2024


Look for the MAC address. The MAC address is located on the other side of the phone. The MAC address is the Alpha Numeric number usually located above the barcode. Write it down as it will be needed to reprovision the phone. Note: The MAC address never contains the letter “O” but may contain zeroes “0”.

Turn off the phone. Unplug the power cable. The power cable will be connected to the AC port in the back of the phone. If you only have one cable plugged into the back of the phone, that means you have Power Over Internet (POE) cable and you will need to unplug it to turn off the phone.

Initiate power to the device. Plug the AC adapter or ethernet cable back into the phone.

Press Cancel. When the cancel button appears on the lower right-hand corner of the screen, press Cancel.

A countdown begins on the screen but before it ends, simultaneously hold down the keys 1, 3, and 5.

Enter the password. The VVX phone will ask for a password. This password is the MAC address you wrote down earlier.

To enter the MAC address, use the dial keys on the phone. When entering the MAC address, remember to enter all characters in lower case letters. Also, the letters and numbers that are typed will only appear as an asterisk * on the screen.

  1. You will also see one button the screen that is labeled as follows:
    1. 1->Aa: This outputs numbers
    2. A->a1: This outputs UPPERCASE letters
    3. a->1A: This outputs lowercase letters

Because each key has multiple letters assigned to it, you will need to press the button corresponding to the placement of the letter. Example: The 5 key has letters JKL. If you want to type the letter L, you need to press the 5 key three times, since L is the third letter. To type the letter J, you need to only press the 5 key once. Note: If you have duplicate letters, pause three seconds before typing in the second character. This pause allows the cursor to move to the next position. The left arrow key acts as a delete key for VVX101 through VVX411 phones. Should you make a mistake on touch screen models VVX5000 through VVX601, the volume down key acts as the delete key.

Press OK. Once the password is complete, the phone will either prompt the following:

  1. Configuration Reset
  2. Incorrect Password