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Resetting Polycom SoundStation IP 6000 to factory settings

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Occasional Visitor

Resetting Polycom SoundStation IP 6000 to factory settings

Hi all,

 

In the office I work at we are using 2 IP 6000 phones. Recently we have switched to a new telecom provider, for which a reset to factory settings of the IP 6000 is required in order to install the settings of the new provider.

 

I had no problem resetting one of the IP 6000's, which was using the standard 456 password to enter the advanced settings. However, the other phone doesn't have the standard password and there is no way of retrieving it, since it must have been changed by someone who is currently not working here anymore. Rebooting the phone and holding 6, 8 and * doesn't work either. I still need to insert the password I don't know. Inserting the <removed by the moderator> of the phone doesn't work either.


I called with a local Polycom representative (the Netherlands), who advised me to contact the retailer where we bought the phone, of which I have no idea because no record has been kept of this. Before anyone thinks there is illegitimacy involved, I'm sure this is not the case since we are a legitimate organization. The Polycom representative also advised me to visit this support community, hence this topic. 


My question is, is there any other way to (hard) reset the IP 6000 in order to install the new settings? 

 

Message 1 of 6
5 REPLIES 5
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Polycom Employee & Community Manager

Re: Resetting Polycom SoundStation IP 6000 to factory settings

Hello @Leon Otsen,

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

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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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 6
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Occasional Visitor

Re: Resetting Polycom SoundStation IP 6000 to factory settings

Hi Steffen,

Thanks for your reply. The problem is I cannot setup the provisioning server via my browser because I cannot login as admin. I can only login as 'user', which doesn't allow me to make admin changes. And as mentioned in my previous post, I cannot access the advanced settings on the device itself to change the admin password. In regards to safety issues I understand that the process of acquiring admin access is not easy, but I find it very hard to understand from the links that you have provided which solution applies to my situation. At this moment it feels like none of the solutions apply since I don't have admin access. I hope you can clear things up for me.

 

Message 3 of 6
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Polycom Employee & Community Manager

Re: Resetting Polycom SoundStation IP 6000 to factory settings

Hello @Leon Otsen,

how to do this is well documented outside of Polycom as we cannot stop this information.

 

I you provide me with your devices MAC address I can lookup who sold this.


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 6
Highlighted
Occasional Visitor

Re: Resetting Polycom SoundStation IP 6000 to factory settings

Hi Steffen,

 

That would be great. The serial number / MAC address: 0004F2F8BEBC

Within the device it is also presented as 00:04:F2:F8:BE:BC


Thanks!

Message 5 of 6
Highlighted
Polycom Employee & Community Manager

Re: Resetting Polycom SoundStation IP 6000 to factory settings

Hello @Leon Otsen,

The unit was sold via Go Telecom B.V. back in 28/05/2015


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 6