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Cannot change network provisioning server information on SoundPoint 550

Occasional Visitor

Cannot change network provisioning server information on SoundPoint 550

I have a SoundPoint 550 that I need to change the location of my sip provisioning server.  I am having troubles on two fronts.


When I access the Advanced menu the only two options I have are Reboot Phone and Change Password.  To this point I can change the admin password successfully so I know the correct password there.  


I have gone to the point of trying to reset the local configuration on the phone to manually update the server information and when I interrupt the initialization and try to reset the phone it then indicates that the same password that I just used( both before and after changing the password) is not the correct password.  


Any suggestions would be gratefully welcomed.



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Polycom Employee & Community Manager

Re: Cannot change network provisioning server information on SoundPoint 550

Hello Jelijah,

welcome to the Polycom Community.


You seem to be using the User Password and not the Admin Password which would allow you to reset the Unit.

We do not disclose within this official Polycom community how to reset the Phones if the Admin Password is lost.

Many of our partners utilize these phones and offer services so we cannot publicly disclose the procedure to do so.

If your phone is still able to connect to the Provisioning server please reset the password via the Device Parameters documented in the Admin Guide or here

The above is also stated in the Read First: Welcome to the Polycom VoIP Forum

If this is not possible please contact your Polycom reseller or the person you purchased the phone from.

We will remove any post replying to this that will publicly explain how to remove the password.

Best Regards

Steffen Baier

Polycom Global Services

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 2 of 2