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SoundPoint , VVX factory reset procedure have no effect

Occasional Contributor

SoundPoint , VVX factory reset procedure have no effect


It seems the procedures to factory reset do not erase the configurations.

You would think that a documented procedure to "factory reset" or "restore to default" would do just that but my test phones keep rebooting back to their old configuration.

My test phones are SS5000 on, SP450 on and VVX410 on

I have tried the keypad number sequence reset procedure (it used to work), the web interface reset (ver 4.xx) and the phone's LCD menu reset procedures.

ALL procedures fail to return the phones to a factory settng. The phones "indicate" a factory reset is in process and then reboot 2 or 3 times and then re-register back to their old extension/account and go back online.


We are not doing ZTP. All of our phones must have two pieces of information entered "manually"  to point to our provisioning server.

Can anyone tell me what I am doing wrong? I have followed  many documented procedures on the web and in this forum.


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Polycom Employee & Community Manager

Re: SoundPoint , VVX factory reset procedure have no effect

Hello reveaisp,

welcome to the Polycom Community.

You claimed => here <= that this is only affecting a VVX 300 but worked on a SPIP.


I would assume your phone is picking up a DHCP option as a factory restore via Menu > Settings > Advanced > Administration Settings > Reset to Default => Reset to Factory will wipe the phone.


I am doing this multiple times a day and it has not failed me yet.


Also the UC Software 4.0.0 or later via the Web Interface method Utilities > Phone Backup & Restore > Global Settings > Restore phone to factory settings > Restore works.


Please use a spanned port and monitor the network traffic or simply check your log files for any configuration file loaded.

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


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
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