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How to hard reset a SoundStation IP 7000, please ?

Spa
Occasional Visitor

How to hard reset a SoundStation IP 7000, please ?

Hello,

 

Trying to understand what means "sip_318.ld" and "phone1_318.cg" with multiple .pdf guides, "White papers" and readme.txt.

Trying to understand what files to copy to my FTP server using the same hundreds of pages of documentation...

Trying to undestand how to DO NOT download a config file to the device when I want to update its firmware (updater in Polycom tongue...) or, at least, what very simple config with only two voice parameters inside. Etc.

 

My test SoundStation IP 7000 has arrived, many days later, to reach 3111_40000_sip.ld file.

 

And it's now stuck, searching again and again for this file.

I had tried to format the ROM, it seems to format but the problem still occurs... Stuck at "Updating initial configuration".

 

I need manually to reset to factory settings the device.

How to do that, please ?

 

Message 1 of 9
8 REPLIES 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: How to hard reset a SoundStation IP 7000, please ?

Hello Spa,

welcome to the Polycom Community.

The community's VoIP FAQ contains this post here:


Oct 7, 2011 Question: How can I setup my Phone / Provisioning / Download / Upgrade / Update / Downgrade Software?
Resolution: Please check => here <=

 

The above outlines the upgrade path. Not knowing what your Phone was originally running I suggest to upgrade to 4.0.11.

 

First download:

 

Unzip all of the above inot one directory and then point the phone to the Server

 

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

----------------
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 9
Spa
Occasional Visitor

Re: How to hard reset a SoundStation IP 7000, please ?

Thanks.

But it doesn't help for the moment.

 

The final message is "Error, application is not present!"

Then it reboots. When I enter the "Setup" menu, I can change the informations inside but it doesn't  take it; I still have, in the "About" section, the informations there were yesterday, and it doesn't even reach the same FTP server as yesterday... Not sure the network is still working. Impossible to reach the device from a HTTP brower, for example.

 

The 1 + 3 + 5 +7 + green key reset factory process doesn't work too...

 

I'm sorry, I repeat : Formatting" or Flashing the BootBlock" do not work too.

Nothing works anymore, in fact.

 

Regards.

Message 3 of 9
SteffenBaierUK
Polycom Employee & Community Manager

Re: How to hard reset a SoundStation IP 7000, please ?

Hello Spa,

The phone has lost the software as you formatted it so therefore no software is on the phone.

 

Sep 27, 2012 QuestionI get the message “Error application not present / found” on my phones screen

Resolution: Please check => here <=

 

The above explains this.

 

Oct 10, 2011 Question: How can I reset / Factory default my Phones configuration?

Resolution: Please check => here <=

 

The above outlines when you can press the Multiple Key Combination. It has to be done during the countdown and now at anytime else.

 

The Option 4 in the originally replied FAQ post explains how you can manually enter the FTP details.

 

This is the only way to get the IP7000 back on loading a currently supported software.

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

----------------
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 9
Spa
Occasional Visitor

Re: How to hard reset a SoundStation IP 7000, please ?

I agree, I supsect for a non-terminated upgrade process...

 - - -

 

I had already practiced the Option 4 even before I wrote this help request...

The problem is : there is no connection attempt at FTP server's side.

 

Plus :

during the countdown, I press simultaneously the 1, 3, 5, 7 and Green knob and nothing... It still goes to "Updating initial configuration".

I am really stuck.

 

 

 

Message 5 of 9
SteffenBaierUK
Polycom Employee & Community Manager

Re: How to hard reset a SoundStation IP 7000, please ?

Hello Spa,

During the 6 or 7 second countdown you simply need to press 1,3,5 and 7 and nothing else and all at the same time. This will prompt you for the password and will reboot.

 

If this all fails (which I never had) please return it to the seller.

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

----------------
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 6 of 9
Spa
Occasional Visitor

Re: How to hard reset a SoundStation IP 7000, please ?

I'll try next week and keep informed.

 

Thanks for your help !

Message 7 of 9
Ken McKenFace
Occasional Visitor

Re: How to hard reset a SoundStation IP 7000, please ?

Go to menu, status, network, ethernet and write down the MAC address. Now reset the phone, cancel the boot, the during the countdown hold 1357. The password you need to type in is the <removed by the moderator>).Once you've put in the password it should reset itself and do a few updates and then you're good. 

Message 8 of 9
SteffenBaierUK
Polycom Employee & Community Manager

Re: How to hard reset a SoundStation IP 7000, please ?

Hello @Ken McKenFace,

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

----------------
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 9 of 9