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Locked out of VVX311 after updating software

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rmanjoney
Advisor

Locked out of VVX311 after updating software

Polycom VVX 311, MAC 64:16:7F:22:D0:94, licensed for and running Skype for Business UC software, running software version 5.9.6.2327, and attempted to perform a manual update from the web interface as follows:

 

  1. User successfully logged into phone's web admin interface, supplied admin password (456 - they had never previously changed it).
  2. They then "Checked for Updates" and updated to the latest software version available in the list. This was 6.3.1.8427. (That might have been her first mistake, although given that it was in the list, she assumed it was a valid update)
  3. The update initiated, and seemed to be successful.
  4. The phone restarted, and the user is now confronted with a screen prompting them for "Old Password" and "New Password/Confirm New Password". (See attached) Entering in "456" (the actual old password that was just used to log into the web admin interface pre-update) results in an error "Password too short". They also tried entering the MAC address as a password, as well as 123. They are in the proper alpha-digit entry mode. They are effectively now locked completely out of the phone, and will be forced to do a factory reset, unless we can determine how to workaround this.

 

Can anyone provide insight or help? Again, 456 was the correct, valid password pre-update, but it's not being accepted post-update. It also appears that the previously enabled HTTP(S) web interface is now disabled, so we can't access the phone that way either. 

Bob

Screenshot 2020-10-30 125912.png ‏557 KB
Message 1 of 5
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Accepted Solutions
SteffenBaierUK
Polycom Employee & Community Manager

Re: Locked out of VVX311 after updating software

Hello @rmanjoney ,

 

Checking the MAC the phone is not a Skype SKU aka you need an extra license for all phones of this type.

 

Please be aware of the following when utilizing UCS 4.1.0 or later:

The use of Polycom UC Software versions 4.1.X (“Software”) requires the purchase of a separate Software license for every device that will use the Software in a LYNC / Skype for Business environment. You may not install, access, or use the Software in a LYNC / Skype for Business environment on more devices than are listed on your license until additional licenses have been purchased and authorized by Polycom. These licenses should be purchased from the same company from which you purchased the devices. You may operate devices against a LYNC / Skype for Business server for trial purposes for up to 30 days without purchasing a license. Use of the Software is subject to the terms and conditions of the End User License Agreement.

Polycom reserves the right to audit your deployment to verify that you have sufficient licenses to match the number of devices being used.

Information in regards of License Part Numbers can be found here

 

Since UC Software 6.3.0 or later you cannot use the "standard" Password any longer and need to choose a new one. This is all stated in the release notes and within the software announcements within this community.


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

Best Regards

Steffen Baier

----------------
The title Polycom 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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

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. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

View solution in original post

Message 2 of 5
4 REPLIES 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: Locked out of VVX311 after updating software

Hello @rmanjoney ,

 

Checking the MAC the phone is not a Skype SKU aka you need an extra license for all phones of this type.

 

Please be aware of the following when utilizing UCS 4.1.0 or later:

The use of Polycom UC Software versions 4.1.X (“Software”) requires the purchase of a separate Software license for every device that will use the Software in a LYNC / Skype for Business environment. You may not install, access, or use the Software in a LYNC / Skype for Business environment on more devices than are listed on your license until additional licenses have been purchased and authorized by Polycom. These licenses should be purchased from the same company from which you purchased the devices. You may operate devices against a LYNC / Skype for Business server for trial purposes for up to 30 days without purchasing a license. Use of the Software is subject to the terms and conditions of the End User License Agreement.

Polycom reserves the right to audit your deployment to verify that you have sufficient licenses to match the number of devices being used.

Information in regards of License Part Numbers can be found here

 

Since UC Software 6.3.0 or later you cannot use the "standard" Password any longer and need to choose a new one. This is all stated in the release notes and within the software announcements within this community.


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

Best Regards

Steffen Baier

----------------
The title Polycom 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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

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. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

View solution in original post

Message 2 of 5
rmanjoney
Advisor

Re: Locked out of VVX311 after updating software

So, the updater gleefully applied itself without checking whether the existing password was compliant. Got it.

Message 3 of 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: Locked out of VVX311 after updating software

Hello @rmanjoney ,

 

Please ensure you purchase the relevant licenses as outlined above as your Mac provided does not entitle you to use Skype for Business with the phone due to the lack of the license.


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

Best Regards

Steffen Baier

----------------
The title Polycom 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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

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. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 4 of 5
cadull
Occasional Visitor

Re: Locked out of VVX311 after updating software

Enter the new password also by pressing down to reach the other fields. Select "Enter" only after completing the whole form.

Message 5 of 5