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Cannot connect to web configuration Utility for VVX411

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Occasional Visitor

Cannot connect to web configuration Utility for VVX411

We have purchased new VVX 411 phones from Vonage and upon attempting to log into the advanced menu on the phone and on the Polycom Web Configuration Utility I get an "invalid passowd. try again" message. I have attempted to reset using information on this forum without success. What are my next steps?

 

 

Phone information:

Phone version: Polycom VVX 411

Call Platform: Vonage Business

Assembly:3111-48450-001 Rev:A

Updater: 5.9.0.11304

Message 1 of 5
1 ACCEPTED SOLUTION

Accepted Solutions
Occasional Visitor

Re: Cannot connect to web configuration Utility for VVX411

"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." SteffenBaierUK wrote. 

 

Steffen,

     I contacted the third party phone provider and they do have a different password provision. That worked and I am now in. Thank you for the help. 

View solution in original post

Message 3 of 5
4 REPLIES 4
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Polycom Employee & Community Manager

Re: Cannot connect to web configuration Utility for VVX411

Hello @Scott_AE,

welcome to the Polycom Community.

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

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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 5
Occasional Visitor

Re: Cannot connect to web configuration Utility for VVX411

"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." SteffenBaierUK wrote. 

 

Steffen,

     I contacted the third party phone provider and they do have a different password provision. That worked and I am now in. Thank you for the help. 

View solution in original post

Message 3 of 5
Highlighted
Occasional Visitor

Re: Cannot connect to web configuration Utility for VVX411

Polycom support really sucks. I have been trying to connect my VVX 411 to a VVX D60 and all they offer is a paid service for $500  for just one incident... You really have to be kidding me. 

It was a mistake to buy Poly

Message 4 of 5
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Polycom Employee & Community Manager

Re: Cannot connect to web configuration Utility for VVX411

Hello @jpiedrah ,

 

Welcome to the Poly Community.

 

Usually, we do ask for this:

Both the communities Must Read First and the FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly to have an overview of the current software used. In addition, providing all details at the same time allow us to check logs or look up potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

 

As you provided none of the above did you consider this:


Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up posts.

 

May 04, 2016 Question:Are there any known VVX D60 Wireless Handset Limitations or how do I pair a D60 to a VVX?

Resolution: Please check => here <= 

 

The next step would be to work with who you bought the unit from.


In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.


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

Best Regards

Steffen Baier

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

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 5 of 5