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Unable to restore QDX 6000 to factory default settings

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Occasional Advisor

Unable to restore QDX 6000 to factory default settings

Hi All,

 

Im hoping someone in the community can help or point me in the right direction.

 

We recently purchased a QDX 6000 Video Conferencing system second hand and we'd like to configure it for ourselves, but the previous owner left their configuration/settings on the unit.

 

I've downloaded the administrators guide and tried to follow the procedure for restoring the unit back to factory default settings by holding the restore button in, then turning the unit on whilst still holding down the button for 5 seconds (I've tried 20 also) and then letting go.

 

This doesn't seem to work and only puts the unit into "Rescue Mode" which then tells me on the screen "Use the Windows upgrade Software to restore the system" and gives its current IP address.

 

So I registered on the Polycom site and went to the downloads section and downloaded the upgrade software for version 3.0 of the software and noted the upgrade code.

 

I then used this utility to upload the software to the unit successfully and then it restarts.

 

I thought this would have wiped the settings on the unit but the previous users configuration still remains on it.

 

I called Polycom who suggested trying the serial number as the admin password but this didn't work either.

 

Can anyone suggest to try anything different, we really would love to get this unit up and running and it would be disappointing if we'd spent the money on this unit with no way to restore it.

 

Many thanks in advance.

Message 1 of 14
13 REPLIES 13
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Polycom Employee & Community Manager

Re: Unable to restore QDX 6000 to factory default settings

Hello boaber22,

 

welcome to the Polycom Community.

 

The QDX 4.0 Guide for example makes this procedure sound slightely different:

 

Factory Restore


If the Polycom QDX 6000 system will not start up or develops serious problems after a software update, you can use the restore button to restart the system with its original factory software. This operation completely erases the system’s flash memory and reinstalls the original factory software.

 

The following items are not saved:


• Software updates
• All system settings
• Directory entries
• CDR data and logs
To reset the system to its original factory software using the restore button:
1. While the system is powered off, press and hold the restore button.
2. While holding the restore button, press the power button once.
3. Keep holding the restore button for 5 more seconds, then release it.

 

During the factory restore process, the system displays the Polycom startup screen on component monitors. Other types of monitors will be blank. Do not power off the system during the factory restore process. The system restarts automatically when the process is complete.

 

Best Regards

 

Steffen Baier

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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.

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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 2 of 14
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Occasional Advisor

Re: Unable to restore QDX 6000 to factory default settings

Thanks Steffen,

 

This is the exact procedure Ive tried according to the admin manual and it only goes into "Rescue Mode".

 

Just to clarify in case I'm misunderstanding. It says hold the restore button whilst pressing the power button once.

 

There is only a power on/off switch on the back of this unit, so theres really just an option to "Switch" it rather than "Press" it once. Is this the right button or am I totally missing another power button on the unit?

 

Are there any other options available to reset this system back to factory default, like a utility to flash the software or memory to wipe it?

 

Best Regards

 

 

Message 3 of 14
Trusted Contributor

Re: Unable to restore QDX 6000 to factory default settings

See page 12-3 Admin Guide. This procedure work fine. I check it on our QDX-6000 five minutes ago

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It's impossible to lead us astray for we don't care even to choose the way.
Message 4 of 14
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Occasional Advisor

Re: Unable to restore QDX 6000 to factory default settings

Thanks OVG,

 

However this procedure does not work for me.

 

Just out of interest what happens on the screen when you successfully do the factory reset?

 

My power light just starts flashing red and then I get the Rescue Screen (see attached).

 

I have tried the windows software upgrade utility but it still retsins the previous users settings.

 

Best Regards

Message 5 of 14
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Trusted Contributor

Re: Unable to restore QDX 6000 to factory default settings

My power light just starts flashing red and then I get black screen without any image. After approximately five  min codeс reboot and i see main screen where system prompts me   to choose language    (codec  connected to component monitor)

 

When you update system from PC there is option to reset system to default. Do you try it? 

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It's impossible to lead us astray for we don't care even to choose the way.
Message 6 of 14
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Occasional Advisor

Re: Unable to restore QDX 6000 to factory default settings

It doesnt look like theres an option to reset to factory default.

 

(See Attached), once I press upgrade, it then prompts me to enter the upgrade key/code and then it flashes the software but then still retains the previous users settings.

 

 

Message 7 of 14
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Trusted Contributor

Re: Unable to restore QDX 6000 to factory default settings

Ok :-(. Try procedure at p 11-6 of admin guide (factory reset with gui and remote control)

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It's impossible to lead us astray for we don't care even to choose the way.
Message 8 of 14
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Trusted Contributor

Re: Unable to restore QDX 6000 to factory default settings

If it is anything like the HDX/VSX Upgrade (sorry, I don't have one handy to check on).  You are presented with the option to do a Typical or Custom upograde.

Uncheck Typical & check Custom.  Then in a following scree check Erase System Flash Memory.

That'll kill everything back to factory default. S# as default password.

Message 9 of 14
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Occasional Advisor

Re: Unable to restore QDX 6000 to factory default settings


@Ovg wrote:

Ok :-(. Try procedure at p 11-6 of admin guide (factory reset with gui and remote control)



I have tried using this procedure but I need the admin password for this to work. It is not the default password (serial number).

 

Unfortunately the upgrade software doesnt give you an option to do a custom upgrade to restore to factory. I dont think theres many over avenues to explore before I declare this unit unuseable :(

Message 10 of 14