RealPresence Group 500 will not factory reset

Occasional Visitor

RealPresence Group 500 will not factory reset


I have a Group 500 codec that will not respond, and will not factory reset.


The codec will not respond to Polycom remotes, so I cannot see the detailed system information. The serial number for the unit is 8215044314F0CV, but without the remote, I cannot view the current system software.


The power sensor does not function either. The unit will not power off so I can try a proper restore. Nor does it recognize that I am touching the power sensor during my attempts at restoring.


I have a paperweight at this point. Any ideas on getting the system to reset?


Thank you!

Message 1 of 5
Valued Contributor

Re: RealPresence Group 500 will not factory reset

Physically remove the power cable, follow directions here.


If is isn't powering at all it is time for a service call to your supplier.

If Steffen shows up he can tell you who it came from based on the s/n.

Good luck.


Message 2 of 5
Occasional Visitor

Re: RealPresence Group 500 will not factory reset

Thank you for responding, Scott!

Unfortunately, I have followed those steps many times, with and without the power cable. 


The codec turns on and boots properly when the power cable is plugged in. But it does not respond to the remote control, or the proximity sensor that acts as a "power button." I can turn it on by plugging it in, turn it off by unplugging it, and that is it.

Step 4 states "While continuing to hold the restore button, press the power button once." I'm betting my sensors are dead and this is why I can't reset the codec properly.


Hopefully Steffen has an idea or can direct me to my supplier.

Thank you again!

Message 3 of 5
Polycom Employee & Community Manager

Re: RealPresence Group 500 will not factory reset

Hello @MansfieldDCLCP,

welcome to the Polycom Community.

The remote control sensor should not stop the unit from being reset.


There is no remote access needed when resetting and it sounds like something more fundamental.


Westcon-Comstor Americas sold this unit back in 21/04/2015 to the University of Montana DCLCP

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

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Message 4 of 5
Occasional Visitor

Re: RealPresence Group 500 will not factory reset

Hi Steffen,

I was mentioning the sensors because I believe my codec's "power proximity sensor" or power button does not work either. So I cannot technically do step 4 in the factory reset instructions.


Also, when I say remote control, I mean the physical Polycom remote control - the device that allows me to change volume, navigate the menu, etc.


Since my codec does not respond to either its power button, or remote control device, I was thinking the sensors no longer work.

Thank you for the information! I will contact my seller at this point.

Message 5 of 5